Constant wi-fi connection drops

[wbray11]

I'm having serious issues with constant disconnections or severe slow downs while using wifi (I'm using a Hub 3.0). Me and my wife both work from home, she's using a wired connection and seems to be mostly ok, however on the wireless connection I experience either severe slowdowns or completely dropped connections every few minutes. I've been having related issues for weeks now, but I'd only see a drop out a once or twice a day, now it's happening very frequently. I am on Teams calls throughout the day, these either slow down a lot or disconnect entirely multiple times per call.

I'm on a VPN for the work I'm doing today (the issue happens regardless of if I'm on a VPN or not, today I need to stay on VPN however) so I'm unsure if that will effect the BQM graph which is currently showing 100% packet loss this morning. Regardless, here's the link to the graph

[wbray11]

I've seen on other posts that the router information can be useful in solving issues, here's what I've got:

Downstream bonded channels

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

1	235000000	1.7	38	256 qam	13
2	243000000	1.9	38	256 qam	14
3	251000000	3.7	38	256 qam	15
4	259000000	4.6	38	256 qam	16
5	267000000	4.9	40	256 qam	17
6	275000000	4.9	40	256 qam	18
7	283000000	4.9	40	256 qam	19
8	291000000	5	38	256 qam	20
9	299000000	5.3	38	256 qam	21
10	307000000	5.3	40	256 qam	22
11	315000000	5	38	256 qam	23
12	323000000	4.8	38	256 qam	24
13	331000000	5	38	256 qam	25
14	339000000	5	38	256 qam	26
15	347000000	5	40	256 qam	27
16	355000000	5	38	256 qam	28
17	363000000	4.9	40	256 qam	29
18	371000000	5	40	256 qam	30
19	379000000	5.1	38	256 qam	31
20	387000000	5.3	38	256 qam	32
21	395000000	5.3	40	256 qam	33
22	403000000	5.5	40	256 qam	34
23	411000000	5.8	40	256 qam	35
24	419000000	5.8	40	256 qam	36

Downstream bonded channels

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

1	Locked	38.6	241	0
2	Locked	38.6	491	0
3	Locked	38.6	136	0
4	Locked	38.6	124	0
5	Locked	40.3	109	0
6	Locked	40.3	72	0
7	Locked	40.3	104	0
8	Locked	38.9	103	0
9	Locked	38.9	116	0
10	Locked	40.3	66	0
11	Locked	38.9	116	0
12	Locked	38.9	264	141
13	Locked	38.9	344	0
14	Locked	38.9	120	0
15	Locked	40.3	99	0
16	Locked	38.9	131	0
17	Locked	40.9	104	0
18	Locked	40.3	89	0
19	Locked	38.9	104	0
20	Locked	38.9	103	0
21	Locked	40.3	82	0
22	Locked	40.3	94	0
23	Locked	40.3	119	0
24	Locked	40.9	91	0

Upstream bonded channels

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

1	53699990	41.3	5120	64 qam	2
2	46199975	40.8	5120	64 qam	3
3	60299976	41.8	5120	64 qam	1
4	39400000	40.8	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	2	0

[wbray11]

And the network logs as the previous post was too long:

Network Log

Time Priority Description

26/07/2021 11:30:43	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 16:54:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 13:03:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 19:13:14	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/07/2021 15:36:48	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 16:42:28	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 21:29:28	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 13:36:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/07/2021 09:29:28	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/07/2021 11:39:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:29:27	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/07/2021 04:59:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/07/2021 09:29:28	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2021 16:36:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2021 21:29:28	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/06/2021 17:13:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/06/2021 09:29:28	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2021 04:15:57	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 21:29:28	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2021 04:09:51	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Also, I just found out that my wife has been experiencing similar issues with the wired connection, I was under the impression it was only affecting the wireless connection but that is not the case. I don't seem to be able to edit my initial post with this information.

[wbray11]

For some reason my last message was deleted despite it containing important details that were too long for the previous reply. I'm going to try posting again, along with the update that apparently this issue is affecting both my wired and wireless connection, not just the wired connection as previously assumed.

My previous message is now showing up again for some reason, so I'll get rid of the details from this message

[wbray11]

Now that I'm not doing work that requires my used of a VPN I've generated a new BQM, which can be found here. This looks much healthier than the old one, however I'm still having connection issues this morning while on work video calls.

[trhandy]

Just jumping on this as I have been having exactly the same issue for the past 2 days straight... my BQM graph is here - 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c182774d26077346405b76e677cca128d7aaceac-27-07-2021

 Equally as frustrated with this constant packet loss as it's not allowing me to work from home effectively. Any help to find a solution greatly appreciated...

[Akua_A]

Hi @wbray11,

Welcome to our community forums and thank you for your first posts. 

Sorry to hear you are having connectivity issues with your service. We can understand this is not ideal and we want to do our best to help. I have been able to access your account using forum details. From back end I am unable to see any issues that may be causing this. Just to clarify, are you using any third party equipment in your set up? Also what hub  lights do you see when this happens? 

Thanks,

[wbray11]

Hi Akua_A,

Today and yesterday have been better connectivity wise, however I'm still experiencing occasional drops which last 30 seconds to a minute which can be very disruptive during video calls. You can see the odd spikes in the recent BQM I posted which I think show when the issue occurs although is no where near as bad as at the beginning of the week when I was experiencing these drops multiple times an hour.

I am not using any third party equipment in my setup, we have two laptops connected to the router (one with a wired connection, one wireless), both of which are effected when the connection drops out.

Unfortunately I'm in a different room to the hub, next time it drops out I'll go and see what lights are displayed.

Thanks

[Akua_A]

Thank you for letting me know @wbray11.

In this case, I have sent you a private message regarding this. Please look out for the purple envelope on the top right hand corner and provide a response when you can.

Thanks,