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benrufus
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Broadband 600 keeps dropping out

Morning.  Been with VM for a few weeks and had nothing but issues with the internet dropping out.  Was given a HUB4, which was replaced by a HUB3 but the problems still exist.  Both the hubs are poor at wifi and have my own orbi system.  Speeds anything from 1mb to 650mb via ethernet but it's just not consistent nor reliable.  Even though I've had this issue since the beginning they now won't let me leave unless I pay £200+ in termination charges.

I have a 3rd engineer coming tomorrow but looking at the Think Broadband BQM, which I have set up thanks to this forum a typical day looks like below.  Is it over-utilization?

ff1c243dea42b14343f7027296b0d686d6b561be-17-04-2021.png

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Andrew-G
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Re: Broadband 600 keeps dropping out

Your BQM has been rejected because it is from your logged in view and shows your IP address (that's why a "share" option on Thinkbroadband exists for), but previewing it, I can confirm that shows what looks like a noisy connection, and there's nothing to suggest an over-utilisation issue.  Which is good news, because VM ought to be able to sort out a noise problem.  A broadband noise issue is separate from a wifi problem.  Wifi is just that last little bit of wireless to your devices, not the whole caboodle of cable network and internet connection, and poor range or wireless connection unreliability can exists completely separately from any broadband performance problems. Possibly that's led to difficult conversations between you and customer service staff, who are told that when a customer mentions wifi problems, they mean wireless.

A Netgear Orbi is a decent piece of kit and should have quashed any wifi range problems, but you have made sure that you're using the Orbi in access point mode if the hub is in router mode, or (and preferrably) the hub is in modem mode and the Orbi manages all wifi and wired connections?  If both are in router mode they'll cause unpredictable behaviour, and sometimes that can also affect the BQM trace.

Some technicians understand what a BQM shows, many don't, and just do what the computer says.  You could post the hub status data here and we can take a look.  Connect to the hub log in page, but don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

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benrufus
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Re: Broadband 600 keeps dropping out

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

15390000001.240256 qam17
25230000001.740256 qam15
35310000001.440256 qam16
45470000000.740256 qam18
55550000000.538256 qam19
65630000000.440256 qam20
7571000000038256 qam21
85790000000.240256 qam22
9587000000040256 qam23
10595000000040256 qam24
11603000000-0.438256 qam25
12611000000-0.438256 qam26
13619000000-0.938256 qam27
14627000000-0.738256 qam28
15635000000-138256 qam29
16643000000-0.938256 qam30
17651000000-1.238256 qam31
18659000000-1.738256 qam32
19667000000-1.538256 qam33
20675000000-1.938256 qam34
21683000000-1.738256 qam35
22691000000-1.738256 qam36
23699000000-1.238256 qam37
24707000000-1.438256 qam38

 

Downstream bonded channels

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

1Locked40.3470
2Locked40.3560
3Locked40.3460
4Locked40.3430
5Locked38.9560
6Locked40.3450
7Locked38.9870
8Locked40.3630
9Locked40.3790
10Locked40.3520
11Locked38.9860
12Locked38.9850
13Locked38.91610
14Locked38.91410
15Locked38.61860
16Locked38.91090
17Locked38.91740
18Locked38.630413
19Locked38.91990
20Locked38.92180
21Locked38.91760
22Locked38.92050
23Locked38.91090
24Locked38.9820

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13940000043.8512064 qam6
22580001043.3512064 qam8
33260008743.3512064 qam7
44620000044.5512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0000
3ATDMA0010
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt078+voc-b.cm



Primary Downstream Service Flow

SFID866278
Max Traffic Rate690000278
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID866277
Max Traffic Rate44000278
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Screenshot 2021-04-19 at 10.50.15.png

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lotharmat
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Re: Broadband 600 keeps dropping out

Hub stats don't look bad to be honest! (Much better than mine - with a surprisingly stable connection)



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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