Broadband signal momentary drop out

[Steve-Popper]

Hopefully somebody can help please?

We have an issue, where randomly it appears that we loose incoming internet service/broadband signal. There is no issue with the Wi-Fi signal that never seems to falter other than being a bit weedy. Devices can be connected to the network but randomly for a short period we have no internet.

What regularly also happens and is most noticeable is during a phone call using Wi-fi calling, after a random amount of time on a call the signal will drop out and then the phone tries to connect to a poor 3g signal. Frequently the call will be lost but if not eventulally it will sometimes reconnects to Wi-fi calling.

It is also noticeable on some devices in the house also when internet browsing the signal drops out and it states not internet activity but Wi Fi is active.

Im sure this is a regular occurance and has been happening for several years.

I believe this is probably a problem stemming from outside the house in a local cabinet maybe?

Has anybody experienced this? and or can anybody help?

[jbrennand · Accepted solution]

Are the 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 related?

What Hub model is it? What are the various Hub lights showing/doing when this happens?

Then, lets look at the connection data - can you do this....
_________________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. 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 again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[Steve-Popper]

John,

Thanks for your email.

The unit is a Super Hub 3 but as to what lights etc are on when it occurs I couldnt say as router in in a room that is unoccupied. When we have an issue, it has usually returned to normal by the time we get to the router.

Also we run it with one PC hardwire and the rest of the equipment uses the Wi-Fi

Thanks for the advise on the Broadband Quality Monitor, I have just set that up.

As requested, here is a copy of the of the satus info from the router

Thanks fo ryour help.

Steve

Downstream 1

1	267000000	5	40	256 qam	17
2	275000000	5	40	256 qam	18
3	283000000	5.3	40	256 qam	19
4	291000000	5.1	40	256 qam	20
5	299000000	5.4	40	256 qam	21
6	307000000	5.4	40	256 qam	22
7	315000000	5.3	40	256 qam	23
8	323000000	5.1	40	256 qam	24
9	331000000	5	40	256 qam	25
10	339000000	5	40	256 qam	26
11	347000000	4.5	40	256 qam	27
12	355000000	4.5	40	256 qam	28
13	363000000	4	40	256 qam	29
14	371000000	3.9	40	256 qam	30
15	379000000	4	40	256 qam	31
16	387000000	3.7	40	256 qam	32
17	395000000	3.9	40	256 qam	33
18	403000000	3.7	40	256 qam	34
19	411000000	3.9	40	256 qam	35
20	419000000	3.5	40	256 qam	36
21	427000000	3.5	40	256 qam	37
22	435000000	3.2	40	256 qam	38
23	443000000	2.9	40	256 qam	39
24	451000000	3	40	256 qam	40

Table 2

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

1	Locked	40.3	1585	573
2	Locked	40.9	982	701
3	Locked	40.3	982	833
4	Locked	40.3	1270	884
5	Locked	40.3	1099	1025
6	Locked	40.9	1122	1063
7	Locked	40.9	922	1055
8	Locked	40.9	955	1057
9	Locked	40.3	1627	1275
10	Locked	40.9	1125	1024
11	Locked	40.9	1422	952
12	Locked	40.9	1359	1073
13	Locked	40.3	1667	1160
14	Locked	40.3	1713	885
15	Locked	40.3	1393	750
16	Locked	40.3	1330	718
17	Locked	40.9	1210	672
18	Locked	40.3	1448	631
19	Locked	40.3	1493	617
20	Locked	40.9	1221	499
21	Locked	40.3	1886	519
22	Locked	40.9	1342	511
23	Locked	40.9	1349	412
24	Locked	40.3	924	398

Upstream 1

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

1	46200000	46	5120	64 qam	6
2	60300000	46.8	5120	64 qam	4
3	53700025	46	5120	64 qam	5
4	39400005	46	5120	64 qam	8

Upstream 2

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	9	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	6	0
4	ATDMA	0	0	8	0

[Steve-Popper]

Hi John,

Network Log wouldnt go in one email (exceeded word count) please see below:

This is as much as would send

Thanks.

Time Priority Description

02/03/2022 12:53:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2022 12:45:6	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2022 12:44:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2022 12:42:12	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/03/2022 13:50:6	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/02/2022 11:53:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/02/2022 13:50:6	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2022 06:21:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/02/2022 01:50:6	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/02/2022 15:24:48	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/02/2022 01:50:6	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Garry311261]

This happens me on a regular basis. Very common the last few days. 

The router itself is losing internet connection. Close to dumping vodafone now.

[jbrennand]

Power levels are all fine - errors might be an issue - but I think the stats need resetting - so can you do this and post up the BQM link
________________________________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do 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. 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 (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't.

Check every few hours/day and see if they start building up.

[Steve-Popper]

Hi Jon,

Thanks for getting back to me with the info and advice.

I will have a go at what you suggest but it may take me a few days before I have chance.

I will let you know when I have tried what you suggest.

Thanks

Steve