Broadband Connection Drops out intermittently

[JTilling]

Broadband at home is dropping out intermittently through the day including on hard wired connections. 

It is severely affecting working from home and happens to all devices. 

Lights on the front of the router do not change other than occasionally it completely restarts itself after a major crash once a week or so. 

Have tried restarting, resetting etc. 

Downstream bonded channels

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

1	610250000	3.5	38	256 qam	32
2	426250000	3.9	38	256 qam	9
3	434250000	3.7	38	256 qam	10
4	442250000	4	38	256 qam	11
5	450250000	4.1	38	256 qam	12
6	458250000	4	38	256 qam	13
7	466250000	4.1	38	256 qam	14
8	474250000	4	38	256 qam	15
9	482250000	4.3	38	256 qam	16
10	490250000	4.3	38	256 qam	17
11	498250000	3.7	38	256 qam	18
12	506250000	3.7	38	256 qam	19
13	514250000	4	38	256 qam	20
14	522250000	4.3	38	256 qam	21
15	530250000	4.3	38	256 qam	22
16	538250000	3.5	38	256 qam	23
17	546250000	3.7	38	256 qam	24
18	554250000	4	38	256 qam	25
19	562250000	4	38	256 qam	26
20	570250000	3.9	38	256 qam	27
21	578250000	3.2	38	256 qam	28
22	586250000	3.2	38	256 qam	29
23	594250000	4	38	256 qam	30
24	602250000	3.5	38	256 qam	31

Downstream bonded channels

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

1	Locked	38.6	4	0
2	Locked	38.9	12	0
3	Locked	38.6	12	0
4	Locked	38.6	11	0
5	Locked	38.6	15	0
6	Locked	38.9	13	0
7	Locked	38.6	15	0
8	Locked	38.6	18	0
9	Locked	38.6	15	0
10	Locked	38.6	13	0
11	Locked	38.6	13	0
12	Locked	38.6	14	0
13	Locked	38.6	17	0
14	Locked	38.6	6	0
15	Locked	38.6	6	0
16	Locked	38.6	37	0
17	Locked	38.9	9	0
18	Locked	38.6	8	0
19	Locked	38.9	12	0
20	Locked	38.9	5	0
21	Locked	38.6	15	0
22	Locked	38.6	3	0
23	Locked	38.6	21	0
24	Locked	38.6	11	0

Upstream bonded channels

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

1	46200000	45	5120	64 qam	1
2	25800000	43.5	5120	64 qam	4
3	32600000	43.8	5120	64 qam	3
4	39400000	44.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

Any and all help much appreciated. Ideally would like to speak to someone from VM as it seems impossible to do so over the phone and the messaging app is not working on the iphone app! 

[JTilling]

Everything drops our, wired and wireless more or less at the same time. 

[jbrennand]

Anything changed in the Hub stats from last week. Any T3's appearing?

What are the logs showing for the periods when you get the drops - is there any evidence of drops in there?

Worth doing a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends or loose wires on the connectors . Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Any bad connection there could cause this.

Have you tried a pinhole reset - not sure if it will help but.....

[JTilling]

Yep Showing Timeouts  as below. 

Upstream bonded channels

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

1	46200000	45.3	5120	64 qam	1
2	25800000	43.5	5120	64 qam	4
3	32600000	43.8	5120	64 qam	3
4	39400000	44.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	2	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	2	0

[jbrennand]

Lets see the BQM and network logs for the same period - I dont think you have posted it yet ?

[JTilling]

Snapshot 

Live Graph 

[jbrennand]

Live BQM not bad (better than mine!) I cant see evidence of any network "drops" on the live one - albeit some high latency spikes that could be the issue.

What ethernet cable connected devices are dropping out at the same time as wifii ones - TV's? Laptops? PC's? Consoles? NAS?

[JTilling]

my otherr halfs work laptop mostly while on teams calls etc. She's tried updating her network adaptors and laptop. 

Ethernet connections are:

My own desktop

Her laptop 

TV 

no other ethernet connections. 

[Steven_L]

Hey @JTilling,

Welcome to the community and thanks for taking the time to post your issue on the forums.
I'm really sorry to hear of the issues that you're having at the moment with your broadband connection. 

I have looked into our system and have been advised that a new hub would be needed to try and resolve the issues that you're having, which would mean a technician visit needs to be arranged.

I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.
Please look out for the private message and we can get started.
Regards,
Steven_L
 

[Steven_L]

Thanks for confirming your details via private message @JTilling.

I have arranged for the appointment and you can find all the information that you need about this on your online account by clicking My Account and Track Your Order.

Regards,

Steven_L