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Broadband dropping out multiple times per day

Since working from home for the last few months, I have noticed that my home broadband connection drops out several times per day. This affects multiple devices at the same time. Usually the devices remain connected to wifi, but internet becomes unavailable (cannot navigate to web pages, video calls drop out, etc). My usual "fix" is to disconnect device from wifi and reconnect - this typically takes 2 or 3 attempts before internet comes back.

I know how to access the router admin portal (Hub 3.0) and have previously set up a Broadband Quality Monitor to gather data, but afraid I am not sure how to use these to pinpoint the problem. Can anyone offer any advice please?

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Re: Broadband dropping out multiple times per day

First question is... are devices connected on ethernet cables also losing connection at the same time as wifi ones? To establish whether ii is just a wifi issue or one linked to the wiring connections to VM's network or the Hub.

The BQM will give evidence of that - can you post a link to the day covering times that you had dropouts.

Would also be good from the Hub settings copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Broadband dropping out multiple times per day

Thanks for the quick reply John.

BQM link for today: https://www.thinkbroadband.com/broadband/monitoring/quality/share/c1b3e5934acc0871fc094a6886b1c914cc...

I experienced drop outs at 11:29 and 14:29 (there were others, but these were two I specifically noted at the time)

Here's the Router data you asked for too...

Downstream:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 187000000 2 40 256 qam 7
2 139000000 3 40 256 qam 1
3 147000000 2.5 40 256 qam 2
4 155000000 2.9 40 256 qam 3
5 163000000 2.5 40 256 qam 4
6 171000000 2 40 256 qam 5
7 179000000 2 40 256 qam 6
8 195000000 1.5 40 256 qam 8
9 203000000 1.5 40 256 qam 9
10 211000000 1.5 40 256 qam 10
11 219000000 0.2 37 256 qam 11
12 227000000 0 37 256 qam 12
13 235000000 0.9 40 256 qam 13
14 243000000 0.7 40 256 qam 14
15 251000000 0.7 40 256 qam 15
16 259000000 1.2 40 256 qam 16
17 267000000 1 40 256 qam 17
18 275000000 0.7 40 256 qam 18
19 283000000 1.4 40 256 qam 19
20 291000000 1.4 40 256 qam 20
21 299000000 1 40 256 qam 21
22 307000000 1.4 40 256 qam 22
23 315000000 0.9 40 256 qam 23
24 323000000 -0.2 40 256 qam 24

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 97 0
2 Locked 40.9 103 0
3 Locked 40.9 115 0
4 Locked 40.9 111 0
5 Locked 40.9 114 0
6 Locked 40.9 125 0
7 Locked 40.9 120 0
8 Locked 40.3 148 0
9 Locked 40.9 118 0
10 Locked 40.9 147 0
11 Locked 37.6 835 2
12 Locked 38.2 377 0
13 Locked 40.9 121 0
14 Locked 40.3 166 0
15 Locked 40.9 138 0
16 Locked 40.9 160 0
17 Locked 40.9 172 0
18 Locked 40.9 173 0
19 Locked 40.9 103 0
20 Locked 40.3 143 0
21 Locked 40.9 250 0
22 Locked 40.9 192 0
23 Locked 40.3 198 0
24 Locked 40.3 414 0

Upstream:
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700258 4.825 5120 64 qam 2
2 39400248 4.7 5120 64 qam 4
3 46200258 4.75 5120 64 qam 3
4 60300297 4.85 5120 64 qam 1

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

Network Logs:
Time Priority Description
03/07/2020 12:45:51 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2020 11:09:5 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2020 10:51:32 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 10:58:33 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 07:52:19 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/06/2020 01:25:37 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 22:12:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/06/2020 06:05:40 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/06/2020 22:47:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/06/2020 07:34:56 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/06/2020 07:02:24 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/06/2020 10:36:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 13:03:20 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 12:14:37 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 12:05:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 06:33:59 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 03:42:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2020 11:06:7 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/06/2020 10:41:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Re: Broadband dropping out multiple times per day

The BQM and logs show no evidence (that I can see) of the 2 drop outs at the times you mention. So I am assuming they were drops on wifi and not on ethernet connected devices - is that correct?

If so and wired connections are all fine (and it really is just wifi dropouts) then there are some tweaks you can try in the Hub3 settings on the 2 bands and channels - and VM may offer you wifi "boosters" - which are only worth trying if you get them for "free" (on a top package). However, I would really suggest doing as I and many others on here do, and get your own better quality wireless equipment.

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

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.