cancel
Showing results for 
Search instead for 
Did you mean: 

Broadband cutting out

Mikrik7
Tuning in

Had broadband cutting out issues daily since xnas 2022

Latest communication stated that network work completed to fix issue 

However still cutting out

1 ACCEPTED SOLUTION

Accepted Solutions

Client62
Legend

HUB Signal Level Checks

Via http://192.168.0.1/ connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use http://192.168.100.1/ for a Hub in Modem mode

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream
Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16 is a current service noise fault.

See where this Helpful Answer was posted

16 REPLIES 16

Client62
Legend

HUB Signal Level Checks

Via http://192.168.0.1/ connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use http://192.168.100.1/ for a Hub in Modem mode

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream
Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16 is a current service noise fault.

Akua_A
Forum Team
Forum Team

Hi @Mikrik7 

Welcome to our community forums and thank you for your first posts. 

Sorry to hear you have been having issues with broadband cutting out. We can understand the frustration caused. I can see you recently contacted our team who advised on this issue. Does the problem persist after the advise given? Do you need any further help? 

Thanks, 

Akua_A
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hi fault is still there

Nerwork work was apparently carried out

But hasn,t fixed b/band issues Called vm yet again to inform them

 

jbrennand
Very Insightful Person
Very Insightful Person

And what are the Hub stats like - are they within the ranges shown above?

Also, can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi there @Mikrik7 

Thank you so much for popping back to us and I am so sorry to hear that you have still been facing issues. I have checked and cannot see any outages present or any issues with the Hub specs on our side that may be causing issues. 

Can I ask how things are looking since your last post?

Still issues re cutting out

Bad today

Wifi vg always connected to router on all devices but internet goes had loads of visits renewing of exterior and interior cables

Hi been on again to vm but got cut off

Lot of timeouts on router status ?

When i log in but doesn,t always coincide with cutting out of internet

Engineer 2wks ago said an issue was identified in network and work would be carried out  but still  losing internet but not disconnecting to router

Screenshot_20230921_193412_Microsoft 365 (Office).jpg

jbrennand
Very Insightful Person
Very Insightful Person

And... what is the connection doing when the device is connected directly to the Hub on an ethernet cable ?


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.