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Connection dropping out 10+ times a day

redsy123
Joining in

eae80da4c386d105e665b92f489fe6ffa251d1f5-24-08-2023

 

The dropped packets around 9.45am can be ignored (we had a power cut).

Everyday we are experiencing a lot of dropped connections, it happened before but seemed to remedy itself, does this BQM warrant further investigation?

Thanks

 

5 REPLIES 5

jbrennand
Very Insightful Person
Very Insightful Person

The BQM is not atypical - mine looks very similar - so - 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/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?


--------------------
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,

Thanks for your reply.

Hub3 which usually has a steady white.

Mostly it's WiFi, the TV is plugged via ethernet and dropouts are much less frequent (maybe once or twice a week).

We have two WiFi Pods, but they don't seem to help too much (expect faster speeds when working).

It does seem that when the kids are all online the dropouts are worse, so I'm guessing it could be locally.

Here's some info from the router.

 

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

12030000001.738256 qam9
2211000000140256 qam10
32190000001.440256 qam11
42270000001.540256 qam12
52350000001.238256 qam13
62430000000.738256 qam14
72510000000.538256 qam15
8259000000138256 qam16
92670000001.540256 qam17
102750000001.240256 qam18
112830000000.740256 qam19
12291000000038256 qam20
132990000000.940256 qam21
14307000000140256 qam22
153150000000.738256 qam23
163230000000.538256 qam24
173310000000.738256 qam25
18339000000138256 qam26
19347000000138256 qam27
20355000000138256 qam28
213630000000.240256 qam29
223710000000.538256 qam30
233790000000.938256 qam31
243870000000.740256 qam32



Downstream bonded channels

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

1Locked38.95433340
2Locked40.35409373
3Locked40.34738300
4Locked40.34129285
5Locked38.64669326
6Locked38.94492278
7Locked38.94102191
8Locked38.93256204
9Locked40.32537253
10Locked40.92512158
11Locked40.92771233
12Locked38.93174184
13Locked40.32202249
14Locked40.31932152
15Locked38.92056134
16Locked38.62077155
17Locked38.91731141
18Locked38.91400155
19Locked38.91440124
20Locked38.61595199
21Locked40.31897127
22Locked38.91344229
23Locked38.91101411
24Locked40.91245133

Upstream bonded channels

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

14960000041.8512064 qam1
24310017244.3512064 qam2
33010001938.5512064 qam4
43660005941.3512064 qam3
52360002837.8512016 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000

Client62
Legend

Focusing on the Hub's signal data.

Far too many errors on all the Downstream Channels are by far the stand out item, plus the 1x QAM 16 noise degraded Upstream channel, this is the 2nd item of concern.

Call 0800 561 0061 to see if the automated service reports a fault in your street.

Thanks, called the number and no service faults on our street

Hi redsy123, thanks for the message and sorry to hear that you are having issues with the service. 

I will send you a PM so that this can be investigated further. 

Please check your inbox 

Kind regards, Chris.