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Wally66
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Message 1 of 10
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Dropouts

Hi, I posted a question over a week ago re my dropouts aand I was wondering if anyone could help me please.. Someone said it maybe  Ds1 has too many errors on it. Any help appreciated please. Thank you 

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Forum Team (Retired) Emma_E
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Message 2 of 10
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Re: Dropouts

Hi Wally66,

 

Thanks for getting in touch, I am sorry to see that you have been having trouble with your connection. I have taken a look and it seems you are affected by fault ref F006265767 for SNR and FECS. The current review date is 12 JUN 2018. 

 

This can affect your power levels. Please give this thread a bump closer to the time and we will get an update for you. 

 

All the best, 

 

Emma


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Wally66
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Re: Dropouts

Hi Emma 

Thank you for your reply and help . Do I  just ask a question again near the 12th on this forum page ?

Sorry if it sounds a bit dumb of me but I'm still new to all this .

Thank you 

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Wally66
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Message 4 of 10
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Re: Dropouts

Hi Emma ,

I posted before about the dropouts and you said I had problems and to re-post near the 12th . 

Can someone help me please. 

Thank you 

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Forum Team (Retired) Louise_F
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Message 5 of 10
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Re: Dropouts

Hi Wally66,
Welcome to the Community and thank you for posting.
I'm sorry to hear you're experiencing an issue with the internet dropping out.

I have had a look at the account for you and I can see that the fault F006265767 which you were affected by was closed down on the 8th June.

Can you please advise if the service has been working OK for you since then?
Take care,
Louise
Forum Support Team


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Wally66
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Message 6 of 10
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Re: Dropouts

Hi Louise_F

Yeah I'm still having dropouts on wired and wireless connections

Thank you 

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Forum Team (Retired) Louise_F
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Message 7 of 10
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Re: Dropouts

Hi Wally66,

Thank you for taking the time to get back to me about this.

I'm sorry to hear that you're still experiencing this fault.

I have checked this again for you and it doesn't show that it is dropping off our network.

How often is it doing this? Does it come back on it's own or are you manually rebooting?

When it drops the connection do the lights change colour on the hub at all?

Can you send us the network logs from the router settings?

To do this just type 192.168.0.1 in the browser, log in  Username is admin and the password will be changeme, unless you have changed it. 
Go to Advanced settings. 
Go to Network Status, copy the results back here. 
Got to Net work log, pop those results back here too.

Speak soon,

Louise
 


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Wally66
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Re: Dropouts

Hi 

These are the network log

Network Log
  Enable E-Mail Alerts
E-Mail Address 
SMTP Server Name 
SMTP Username 
SMTP Password 
Date Time Error Number Error Description
20/06/201822:26:36 GMT66050310Auth Success - Web login successful.
20/06/201814:48:34 GMT68010302DHCP WAN IP - 81.99.213.207
20/06/201814:47:41 GMT68000407TOD established
Time Not EstablishedTime Not Established84000510Downstream Locked Successfully
17/06/201806:41:33 GMT68010600DHCP Renew - lease parameters tftp file-******** modified
17/06/201806:41:33 GMT68010400DHCP REBIND WARNING - Field invalid in response
17/06/201806:40:55 GMT68010100DHCP RENEW sent - No response for IPv4
17/06/201806:40:20 GMT68010100DHCP RENEW sent - No response for IPv4
17/06/201806:39:11 GMT68010100DHCP RENEW sent - No response for IPv4
17/06/201806:36:53 GMT68010100DHCP RENEW sent - No response for IPv4
17/06/201806:32:16 GMT68010100DHCP RENEW sent - No response for IPv4
17/06/201806:23:02 GMT68010100DHCP RENEW sent - No response for IPv4
17/06/201806:04:34 GMT68010100DHCP RENEW sent - No response for IPv4
17/06/201805:27:39 GMT68010100DHCP RENEW sent - No response for IPv4
17/06/201804:13:49 GMT68010100DHCP RENEW sent - No response for IPv4
17/06/201801:46:11 GMT68010100DHCP RENEW sent - No response for IPv4
16/06/201820:50:52 GMT68010100DHCP RENEW sent - No response for IPv4
16/06/201811:00:15 GMT68010100DHCP RENEW sent - No response for IPv4
13/06/201810:49:05 GMT68010600DHCP Renew - lease parameters tftp file-******** modified
13/06/201810:49:05 GMT68010400DHCP REBIND WARNING - Field invalid in response
 
 
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Wally66
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Message 9 of 10
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Re: Dropouts

Hi 

This is network status 

Thank you 

Network Status
Modem InitialisationStage Status
Downstream AcquisitionLocked
Primary Frequency138750000 Hz
DHCPDone
TFTPDone
Time Of Day23:30:08 BST
SecurityBPI+
Counters T1,T2,T3,T4,Sync,Resets000,000,000,000,000,000
Internet ConnectionIP Address Status
WAN IP Address81.99.213.207
Lease Time Remaining6 days 16h:17m:52s
ExpiryWed 27 Jun 15:48
Current Network TimeWed 20 Jun 23:30 BST
Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked1138750000 Hz256 QAM2.7 dBmV 37.4 dB29092632300
Locked2146750000 Hz256 QAM2.6 dBmV 38.3 dB1458272
Locked3154750000 Hz256 QAM2.4 dBmV 38.3 dB1167314
Locked4162750000 Hz256 QAM2.1 dBmV 38.3 dB521306
Locked5170750000 Hz256 QAM2.4 dBmV 39.0 dB1053110368
Locked6178750000 Hz256 QAM2.3 dBmV 39.4 dB490313
Locked7186750000 Hz256 QAM2.3 dBmV 38.6 dB551353
Locked8194750000 Hz256 QAM2.6 dBmV 39.4 dB603391

To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked1225800000 HzATDMA42.8 dBmV16QAM6400000 Hz5120 Ksym/sec
Locked1132600000 HzATDMA44.3 dBmV16QAM6400000 Hz5120 Ksym/sec
Locked1039400000 HzATDMA44.3 dBmV16QAM6400000 Hz5120 Ksym/sec
Locked946200000 HzATDMA44.3 dBmV16QAM6400000 Hz5120 Ksym/sec
 
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Forum Team (Retired) Heather_J
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Message 10 of 10
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Re: Dropouts

Hi Wally66, 

Thanks for staying in touch Smiley Very Happy

Sorry that you're still struggling with this. Everything looks good at the moment, so it's all a bit odd. 

It might help setting up a BQM so we can take a closer look. 

Speak soon, 

Take care. 

Heather_J

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