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Constant dropouts and connection issues

I'm posting here at the request of a VM advisor on FB.  My internet at home has nosedived since the beginning of lockdown, but it was on a bit of a downhill slide before that.  Long story short, my router keeps dropping out and rebooting itself.  It happens anywhere from 2-5 times a day - every day! It was bad before so I received the Hub3 as an upgrade but since lockdown it's awful. 

To add insult to injury, trying to watch Netflix, YouTube or Amazon Prime via the V6 box has also resulted in a loss of connection and the little light indicating that its looking for a signal.  I also recently upgraded to Maxit TV but since I'm not getting anywhere near the advertised speeds it's becoming a waste of money.

I have pressed reset on the Hub about 3 times now (but I've never had to re-enter any passwords so I don't even know if that's worked properly), I periodically turn off both the router and V6 box as advised and I don't have a spare ethernet cable so I'm unable to check my wired connection speeds at present.  Running scans indicate no connection issues. Any advice gratefully received! 

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Re: Constant dropouts and connection issues

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

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 can post the link straight away.

Post a 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 then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

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

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


My Broadband Ping - 26_Aug_2020
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Re: Constant dropouts and connection issues

BQM link attached as requested

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Re: Constant dropouts and connection issues

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 251000000 -2.2 36 256 qam 15
2 139000000 -1.4 35 256 qam 1
3 147000000 -0.4 36 256 qam 2
4 155000000 -0.5 36 256 qam 3
5 163000000 -0.7 36 256 qam 4
6 171000000 -1 36 256 qam 5
7 179000000 -1.2 36 256 qam 6
8 187000000 -1.2 36 256 qam 7
9 195000000 -1.5 36 256 qam 8
10 203000000 -1.7 36 256 qam 9
11 211000000 -1.9 36 256 qam 10
12 219000000 -1.7 36 256 qam 11
13 227000000 -1.7 36 256 qam 12
14 235000000 -2 36 256 qam 13
15 243000000 -2.2 36 256 qam 14
16 259000000 -2 36 256 qam 16
17 267000000 -2.2 36 256 qam 17
18 275000000 -2 36 256 qam 18
19 283000000 -2 36 256 qam 19
20 291000000 -2.2 36 256 qam 20
21 299000000 -2 36 256 qam 21
22 307000000 -1.7 36 256 qam 22
23 315000000 -1.7 37 256 qam 23
24 323000000 -1.9 37 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 36.6 1169 231
2 Locked 35.5 117125 22853
3 Locked 36.3 25840 973
4 Locked 36.3 38610 5363
5 Locked 36.6 54005 19083
6 Locked 36.6 2911 357
7 Locked 36.3 2501 356
8 Locked 36.6 2664 310
9 Locked 36.3 3627 340
10 Locked 36.6 2500 330
11 Locked 36.6 2690 276
12 Locked 36.6 2422 276
13 Locked 36.6 2352 286
14 Locked 36.6 1987 230
15 Locked 36.6 1500 260
16 Locked 36.3 1079 242
17 Locked 36.6 1162 294
18 Locked 36.3 923 240
19 Locked 36.6 798 268
20 Locked 36.3 875 218
21 Locked 36.3 813 220
22 Locked 36.6 695 257
23 Locked 37.3 582 195
24 Locked 37.3 572 199
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Re: Constant dropouts and connection issues

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 32600000 4.9 5120 64 qam 5
2 39400000 4.95 5120 64 qam 4
3 46199993 4.9 5120 64 qam 3
4 53699983 4.8 5120 64 qam 2


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
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Re: Constant dropouts and connection issues

Network Log
Time Priority Description
14/08/2020 08:33:23 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 08:27:37 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 01:00:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:42:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:42:36 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:42:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:42:17 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:41:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:41:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:41:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:41:17 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:40:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:40:57 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:40:17 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:40:17 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:39:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:39:57 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:39:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:39:37 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/08/2020 00:38:57 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: Constant dropouts and connection issues

Good Morning Claire, 

 

Welcome to the forums, Thank you for taking the time to post. 

 

We need to take a closer look into this, so that I can do this, I am going to drop you a PM so that we can get some account information. 

 

Kind regards,

Zak_M

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