Dropping Speeds (SNR Issue)

[FreeAura]

Hi, I posted here a few months ago, around November, about an issue with my upload speeds and latency, making my hub virtually unusable. It's been almost 3 months since I was promised a fix, and I've still had totally unusable, unstable wifi since then and 0 help or communication. I can't game, stream or do anything, and it's becoming increasingly frustrating.

[jbrennand]

Is any fault being reported? What is it saying?

Try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

[FreeAura]

Yep, no issues reported for the duration of my issues, always got a "We can't see any issues affecting (Postcode)".

Last time I reported this, a VM rep got back and told me a fix was scheduled for the 18th of November, since then, nothing and still persistent annoying issues with my WiFi. Definitely looking into a new provider once my contract is up in a few months, but until then I'd prefer working stable WiFi.

[jbrennand]

If nothing is repported on the 0800 number, call it in again as a fault (free on 150 VM line - or 0345 454 1111 others - national rate) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number.

Or, a VM person should pick this thread up and be able to help but it can take a few days.

In the meantime, can we check… 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?

[FreeAura]

I personally only use ethernet, as my main use is a desktop and experience frequent periods of patchy upload speeds, 0.04-0.1 etc.. Family members who use devices over WiFi also experience patchy connections and slow speeds too. So I believe it to be a fault, which was odd as to why it hadn't been reported. The Hub is a Hub4, it feels warm but is normal temperature and it's been solid white.

[jbrennand]

Lets see the connection data - 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.

If you have a Hub4 or 5 then login on the first page up 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 page. 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

[FreeAura]

3.0 Downstream channels

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

25	331000000	9.4	39	QAM256	25
1	139000000	13.6	38.6	QAM256	1
2	147000000	13.8	39	QAM256	2
3	155000000	13.5	39	QAM256	3
4	163000000	12.9	39	QAM256	4
5	171000000	12.4	38.6	QAM256	5
6	179000000	11.7	38.6	QAM256	6
7	187000000	11.6	39	QAM256	7
8	195000000	11.3	39	QAM256	8
9	203000000	11.2	39	QAM256	9
10	211000000	11	39	QAM256	10
11	219000000	10.9	39	QAM256	11
12	227000000	10.4	38.6	QAM256	12
13	235000000	10.4	39	QAM256	13
14	243000000	10.1	39	QAM256	14
15	251000000	10.2	38.6	QAM256	15
16	259000000	10.1	38.6	QAM256	16
17	267000000	9.8	38.6	QAM256	17
18	275000000	10.4	39	QAM256	18
19	283000000	10.7	39	QAM256	19
20	291000000	10.7	39	QAM256	20
21	299000000	10.7	39	QAM256	21
22	307000000	9.8	39	QAM256	22
23	315000000	9.8	39	QAM256	23
24	323000000	9.9	39	QAM256	24
26	339000000	10	39	QAM256	26
27	347000000	10.2	40.4	QAM256	27
28	355000000	9.9	40.4	QAM256	28
29	363000000	10.8	40.4	QAM256	29
30	371000000	10.7	40.4	QAM256	30
31	379000000	10.5	39	QAM256	31

3.0 Downstream channels

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

25	Locked	38.983261	0	0
1	Locked	38.605377	0	0
2	Locked	38.983261	4645	0
3	Locked	38.983261	211	0
4	Locked	38.983261	4749	0
5	Locked	38.605377	0	0
6	Locked	38.605377	0	0
7	Locked	38.983261	15581	0
8	Locked	38.983261	3	0
9	Locked	38.983261	0	0
10	Locked	38.983261	0	0
11	Locked	38.983261	0	0
12	Locked	38.605377	0	0
13	Locked	38.983261	0	0
14	Locked	38.983261	0	0
15	Locked	38.605377	0	0
16	Locked	38.605377	0	0
17	Locked	38.605377	0	0
18	Locked	38.983261	0	0
19	Locked	38.983261	0	0
20	Locked	38.983261	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.983261	0	0
26	Locked	38.983261	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	38.983261	0	0

[FreeAura]

3.0 Upstream channels

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

1	43100000	39.5	5120 KSym/sec	16QAM	2
2	23600000	40	5120 KSym/sec	64QAM	5
3	30100000	39.5	5120 KSym/sec	64QAM	4
4	36600000	39.5	5120 KSym/sec	64QAM	3
5	49600000	39	5120 KSym/sec	16QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	56	0
2	US_TYPE_STDMA	0	0	157	0
3	US_TYPE_STDMA	0	0	153	0
4	US_TYPE_STDMA	0	0	93	0
5	US_TYPE_STDMA	0	0	17	0

[FreeAura]

And then a link to my BQM, 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/cb69684b08e802012bf7600ec81c515485...

[jbrennand]

Network logs ? - but its not looking good - BQM is dreadful.

Your downstream power levels are all too high and out of range, too many upstream T errors and a dropping QAM - means you will need a Tech visit to investigate and adjust these parameters.

`Try calling it in again - but if no joy there a VM person will pick it up here in a day or two when they get here and spot the issues and arrange it for you.