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Connection Drops Several Times a Day

Hello, 

I've had my Super Hub 3 (white) for about 5 years now and over the past couple of months the wi-fi signal drops out several times a day, all wi-fi connected devices lose connection for about 2-3 minutes while it reconnects, this sometimes impacts the wired connections but not always. With increased working from home, this is getting extremely annoying and disruptive.

Is this an issue with the router getting old, and on its last legs? How would I go about getting a replacement?

Each time I've called I've been placed on hold and the call times out, I've yet to find any help with my particular issue on these forums as anytime someone has an issue is very individual to that person. Is there actually an email address I can send my queries to? Or do I have to trawl these forums looking for a glint of hope and be on hold for hours upon end?

Downstream bonded channels

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

12990000007.636256 qam21
22030000006.536256 qam9
32110000006.536256 qam10
42190000006.536256 qam11
52270000006.636256 qam12
62350000006.636256 qam13
72430000006.536256 qam14
8251000000736256 qam15
9259000000737256 qam16
10267000000736256 qam17
112750000007.336256 qam18
122830000007.437256 qam19
132910000007.436256 qam20
143070000007.537256 qam22
153150000007.537256 qam23
163230000007.837256 qam24
173630000007.837256 qam25
183710000007.537256 qam26
193790000007.637256 qam27
203870000007.837256 qam28
213950000007.837256 qam29
224030000007.637256 qam30
234110000008.137256 qam31
24419000000837256 qam32



Downstream bonded channels

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

1Locked36.612593732
2Locked36.69294341
3Locked36.311033821
4Locked36.67383811
5Locked36.811683672
6Locked36.39863956
7Locked36.68833740
8Locked36.69583994
9Locked37.38803706
10Locked36.69673825
11Locked36.68624033
12Locked37.67083922
13Locked36.68523789
14Locked37.38663760
15Locked37.37113891
16Locked37.36773890
17Locked37.39523928
18Locked37.66703648
19Locked37.37643754
20Locked37.37833809
21Locked37.36663878
22Locked37.37753583
23Locked37.36224177
24Locked37.38143648

 

Upstream bonded channels

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

14620000036.5512064 qam3
26029999937.3512064 qam1
33939996436512064 qam4
45370007637512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0030
3ATDMA0030
4ATDMA0040

Ian 

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Alessandro Volta
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Message 2 of 10
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Re: Connection Drops Several Times a Day

Your Hub data looks OK although the Pre & Post RS Error Log is quite high.

In an ideal world they would be at zero and stay there. To zero them can you reboot the Hub using this method and then keep an eye on the counts.

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then check the counts again in an hour or so.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Re: Connection Drops Several Times a Day

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

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 in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Connection Drops Several Times a Day

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a5a7cbc996f9635105c361b954ccb58010...

Not sure if it'll show up the wifi drop outs as I use a powerline on my personal machine. 

 
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Alessandro Volta
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Re: Connection Drops Several Times a Day

Do ethernet cable connected devices drop out at the same time ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Connection Drops Several Times a Day

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a5a7cbc996f9635105c361b954ccb580101bb90d-23-11-2020

Not sure how it'll turn out, unfortunately, it doesn't show up the wifi dropouts as I use a powerline on my personal machine. Over the past weekend the dropouts have been very, very frequent

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Message 7 of 10
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Re: Connection Drops Several Times a Day

Sometimes, but not always. Its all over the shop.

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Alessandro Volta
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Message 8 of 10
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Re: Connection Drops Several Times a Day

The BQM will only show a total drop in service not Wi-Fi drops 


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Superfast
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Re: Connection Drops Several Times a Day


@Pastici wrote:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/a5a7cbc996f9635105c361b954ccb580101bb90d-23-11-2020

Not sure how it'll turn out, unfortunately, it doesn't show up the wifi dropouts as I use a powerline on my personal machine. Over the past weekend the dropouts have been very, very frequent


The BQM communicates with your HUB directly, not to a specific device.

It 'Pings' a small amount of data and checks a number of things, including how long it takes for a response.

Looking at your HUB stats (OK) and BQM (OK) I'd suggest that you have a fault with your HUB.

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Message 10 of 10
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Re: Connection Drops Several Times a Day

Thanks for all the input everyone

 

When I finally get through on the phone I'll refer to this thread.

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