Forum Discussion

Dazzaharv's avatar
Dazzaharv
Tuning in
3 months ago

Internet keeps dropping

Hi

im relatively new to VM 500mb connection and constantly having internet dropping issues not just on WiFi devices but ones using a LAN connection to the router.

all catch up channels on tv constantly buffer or drop connections

kids ps5 slow and unresponsive at times 

teams calls to relatives constantly dropping connection on lan devices 

wifi in general is poor throughout the house.

can someone advice anything to check it.

ive created a BQM but not sure how to run the report

aby help will be appreciated thank you

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi Dazzaharv 

    On Think Broadband go to your  BQM and under the options you will see

    Today | Previous Days | Edit | Delete | Share

    Click on the Share option and on the screen that opens click on Share. On the next screen click on Share Live Graph

    Copy the text in the Direct Link box (beware there may be more text than you can see so make sure yuo highlight it all)

    On here when creating your post click the Link icon (2 links chain to the left of the camera icon)

     In the URL box paste the link you copied and then click OK.

     

    It would be a good idea to also post the logs from your hub so that the forums tech guru's can look at your connection and offer advice.

    Type 192.168.0.1 (192.168.100.1 if you are in Modem mode) into your browser URL bar and press enter. 

    When the page appears click ‘Check Router Status’ 

     When the page appears, log in (using the details on the hub) and then go to Advanced Settings > Tools > Network Status.

    Then copy paste the information from the Downstream, Upstream, Configuration and Network logs. (Don't take photos as they are difficult to read plus the forum will not approve the pictures if they include information such as the MAC addresses of equipment)

    • Dazzaharv's avatar
      Dazzaharv
      Tuning in

      Info below 

      Downstream bonded channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

      13310000002.440256 qam25
      21390000004.840256 qam1
      31630000004.640256 qam4
      41710000004.540256 qam5
      52350000003.540256 qam13
      62590000003.440256 qam16
      72750000002.740256 qam18
      82830000002.740256 qam19
      92910000002.540256 qam20
      102990000002.940256 qam21
      113070000002.540256 qam22
      123150000002.440256 qam23
      133230000002.440256 qam24
      143390000002.540256 qam26
      153470000002.240256 qam27
      163550000002.240256 qam28
      173710000002.240256 qam30
      183790000002.240256 qam31
      19403000000240256 qam34
      204110000002.240256 qam35
      21427000000240256 qam37
      224350000002.240256 qam38
      234430000001.540256 qam39
      24451000000240256 qam40



      Downstream bonded channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

      1Locked40.9100
      2Locked40.9120
      3Locked40.9120
      4Locked40.990
      5Locked40.3160
      6Locked40.980
      7Locked40.9170
      8Locked40.3100
      9Locked40.9210
      10Locked40.9200
      11Locked40.9100
      12Locked40.3240
      13Locked40.9130
      14Locked40.9180
      15Locked40.9200
      16Locked40.980
      17Locked40.3100
      18Locked40.3120
      19Locked40.3130
      20Locked40.9260
      21Locked40.3180
      22Locked40.990
      23Locked40.9200
      24Locked40.360

       

      • Dazzaharv's avatar
        Dazzaharv
        Tuning in

        Upstream bonded channels

        Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
        13659996941512064 qam3
        22360000039.5512064 qam5
        33010000941512064 qam4
        44310000241512064 qam2
        54960001941512064 qam1


        Upstream bonded channels

        Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
        1ATDMA0010
        2ATDMA0000
        3ATDMA0010
        4ATDMA0000
        5ATDMA0010

        General Configuration

        Network access
        Allowed
        Maximum Number of CPEs
        1
        Baseline Privacy
        Enabled
        DOCSIS Mode
        Docsis30
        Config file
        9873254k;fg87dsfd;kfoA,.i


        Primary Downstream Service Flow

        SFID19396
        Max Traffic Rate575000085
        Max Traffic Burst42600
        Min Traffic Rate0


        Primary Upstream Service Flow

        SFID19395
        Max Traffic Rate55000085
        Max Traffic Burst42600
        Min Traffic Rate0
        Max Concatenated Burst42600
        Scheduling TypeBestEffort
    • Carley_S's avatar
      Carley_S
      Forum Team

      Sorry to hear this is still ongoing for you Dazzaharv 

      Checking the service on our side we can see that all looks good and you're connected but your BQM reflects otherwise. If you've made any changes or reset the router at all at 8am, you might need to set back up the BQM so it can monitor again. 

      If you're experiencing a total loss of service, it should show this on our side, so your BQM should also show this.

      • Dazzaharv's avatar
        Dazzaharv
        Tuning in

        Hi Carley

        yesterday was total loss of service and been up and down today , been going on for over a week now , what can I do the BQM is still showing all red