Dropping Connection

[Sideflow]

Why do I have to reset my hub 4 every week and every day after it’s been raining, I’m getting so annoyed now and can I get through to someone in tech…..NO you get the robot every time, I did get through to someone and he was so rude that he didn’t believe me even when I was quoting the error codes on the TV.

Im so disappointed to what used to be a good service till the service robot got involved!

[jbrennand]

Can you do this.....

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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
https://www.thinkbroadband.com/broadband/monitoring/quality

[Sideflow]

25	330750000	7.500000	40.366287	QAM256	25
18	274750000	6.300003	40.946209	QAM256	18
19	282750000	6.099998	40.366287	QAM256	19
20	290750000	6.000000	40.366287	QAM256	20
21	298750000	5.900002	40.946209	QAM256	21
22	306750000	6.300003	40.366287	QAM256	22
23	314750000	6.699997	40.366287	QAM256	23
24	322750000	7.300003	40.946209	QAM256	24
26	338750000	7.300003	40.946209	QAM256	26
27	346750000	7.500000	40.366287	QAM256	27
28	354750000	7.500000	40.366287	QAM256	28
29	362750000	6.800003	40.366287	QAM256	29
30	370750000	6.900002	40.946209	QAM256	30
31	378750000	6.599998	40.366287	QAM256	31
32	386750000	6.599998	40.366287	QAM256	32
33	394750000	5.800003	38.983261	QAM256	33
34	402750000	4.800003	38.983261	QAM256	34
35	410750000	5.099998	40.366287	QAM256	35
36	418750000	5.400002	40.946209	QAM256	36
37	426750000	5.800003	40.366287	QAM256	37
38	434750000	6.099998	40.366287	QAM256	38
39	442750000	6.300003	40.366287	QAM256	39
40	450750000	6.300003	40.366287	QAM256	40
41	458750000	5.699997	38.983261	QAM256	41
42	466750000	6.000000	40.366287	QAM256	42
43	474750000	6.199997	40.366287	QAM256	43
44	482750000	6.500000	40.366287	QAM256	44
45	490750000	6.000000	40.366287	QAM256	45
46	498750000	5.500000	38.983261	QAM256	46
47	506750000	5.900002	40.366287	QAM256	47
48	514750000	6.199997	40.366287	QAM256	48

3.0 Downstream channels

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

25	Locked	40.366287	0	0
18	Locked	40.946209	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.946209	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.946209	0	0
26	Locked	40.946209	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.946209	0	0
31	Locked	40.366287	0	0
32	Locked	40.366287	0	0
33	Locked	38.983261	0	0
34	Locked	38.983261	0	0
35	Locked	40.366287	0	0
36	Locked	40.946209	0	0
37	Locked	40.366287	0	0
38	Locked	40.366287	0	0
39	Locked	40.366287	0	0
40	Locked	40.366287	0	0
41	Locked	38.983261	0	0
42	Locked	40.366287	0	0
43	Locked	40.366287	0	0
44	Locked	40.366287	0	0
45	Locked	40.366287	0	0
46	Locked	38.983261	0	0
47	Locked	40.366287	0	0
48	Locked	40.366287	0	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

49

96

4K

1840

QAM256

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

49

Locked

40

6.6

1525689

0

[Sideflow]

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

1	49600000	45.770599	5120 KSym/sec	64QAM	1
2	43100000	45.270599	5120 KSym/sec	64QAM	2
3	30100000	45.270599	5120 KSym/sec	64QAM	4
4	23600000	45.020599	5120 KSym/sec	32QAM	5
5	36600000	45.270599	5120 KSym/sec	64QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.4

41.5

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

208

53.4

0

0

[jbrennand]

Stats look good to me apart from one up channel qam dropping to 32 from 64.  This could be indicative of an issue - can you do this...

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

Also check the Upstream QAM’s are all at 64 - if they are still dropping (to 32/16) then see message from sephiroth  here…

https://community.virginmedia.com/t5/Networking-and-WiFi/Regular-Intermittent-Upstream-dropouts/td-p...

Also... can you post up the BQM link as soon as.

[Sideflow]

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

1	43100000	45.270599	5120 KSym/sec	64QAM	2
2	49600000	45.770599	5120 KSym/sec	64QAM	1
3	30100000	45.270599	5120 KSym/sec	64QAM	4
4	23600000	45.020599	5120 KSym/sec	32QAM	5
5	36600000	45.270599	5120 KSym/sec	64QAM	3

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.4

41.5

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

208

53.4

0

0

[Sideflow]

Hi John I did what you said but I see I still have the upstream problem

[Daniel_Et]

Hi @Sideflow, thank you for your post.

We're sorry to hear about the problems you're experiencing 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Thank you for your support @jbrennand 👍

Regards,
Daniel

[Sideflow]

All sorted Thankyou guys, the technician came out and had to replace the hub 4 as it was playing up when he checked the months data stats.

[Molly_T]

Hi Sideflow! 👋 Thank you for returning to the thread to keep it updated. 
Really pleased to hear the technician resolved things for you. 

Please do get back in touch if you have any further issues in future and we will be happy to help. Wishing you all the best! 🌞