Broadband keeps dropping off - 4 times in last hour

[Souza12]

Hi,

I've got a Hub3, and the broadband has been very unstable for past few weeks. Don't know if the Hub3 has aged or if there is a physical problem with the cable to premises. The network test says everything fine in my locality. However, the net still keeps dropping off, and has done so 4 times in the last 30 minutes.

Do these data points look ok?

Downstream bonded channels

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

1	202750000	-0.4	37	256 qam	9
2	138750000	-1	36	256 qam	1
3	146750000	-0.7	37	256 qam	2
4	154750000	-0.7	37	256 qam	3
5	162750000	-0.5	37	256 qam	4
6	170750000	-0.2	37	256 qam	5
7	178750000	-0.2	37	256 qam	6
8	186750000	0	37	256 qam	7
9	194750000	-0.2	37	256 qam	8

Downstream bonded channels

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

1	Locked	37.6	4	0
2	Locked	36.3	7	0
3	Locked	37.3	4	0
4	Locked	37.3	5	0
5	Locked	37.3	4	0
6	Locked	37.6	6	0
7	Locked	37.6	5	0
8	Locked	37.3	18	0
9	Locked	37.6	18	0

Upstream bonded channels

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

1	39400000	43.5	5120	64 qam	2
2	46200000	43.8	5120	64 qam	1
3	25800000	42.8	5120	64 qam	4
4	32600000	43	5120	64 qam	3

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

Network Log

Time Priority Description

21/12/2021 10:02:7	notice
21/12/2021 09:22:20	notice
19/12/2021 04:01:57	critical
18/12/2021 09:38:15	Error
17/12/2021 07:08:33	critical
15/12/2021 12:23:29	Warning!
15/12/2021 12:23:29	critical
15/12/2021 12:23:28	Warning!
15/12/2021 12:18:13	Warning!
15/12/2021 12:18:10	critical
15/12/2021 12:18:9	Warning!
15/12/2021 12:18:9	critical
15/12/2021 10:03:2	Warning!
15/12/2021 10:03:2	critical

Could someone please assist if there is something I can do? I've checked the cable connection and also restarted the modem.

#help

Thanks.

[Adduxi]

You need to copy and past the information as your screenshots do not show all the information.

Also setup a BQM here www.thinkbroadband.com/ping  Once done we can comment on your circuit.

Are you seeing the dropouts on wifi or wired connections?

[Alex_RM]

Hi Souza12,

Thanks for posting and welcome to our community 🙂

Sorry to hear you've had some issues with your connection, can you confirm if you've been able to set up a BQM as 

Adduxi has suggested?

Is the problem over a wired or wireless connection?

Alex_Rm

[Souza12]

Hi,

This is the link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/23460a05e6220d0ebec2896fa221e24891...

The problem was over wireless. All connected devices dropped connection, and I had to wait for the modem to broadcast the 2G and 5G signals again. So I guess it's the modem doing an internal restart? It continued this routine quite a few times, as in, 2G/5G signal coming, devices connecting and disconnecting and 2g/5G signal disappearing, then back again appearing after 5 mins, then devices connecting....... (the same loop).
I'm not a tech guy, so this is my layman's interpretation of the problem. 🙂 

However, It's been ok the past few days. So, I don't know if it is a modem problem? or is the connection iffy? 

This routine has happened in the past too.

Hope someone can advise on what next...

Thanks in advance.

[gary_dexter]

Put the hub into modem mode and use your own better router.

The hubs Wifi is poor

[Molly_T]

Hi @Souza12, thank you for getting back to us. 

I've had a little look on our systems and your connection looks good and stable at the moment. The most recent disconnection it picks up is from 15th December when you first posted as having problems. Have you been having any issues since then? Connection issues or any problems with devices connecting to WIFI?

It could be that there was a temporary network issue in your area that was resolved via a reboot. Let us know if you are still having problems so we can look into it further for you! 

All the best, Molly.