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rayanpatel
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Frequent Disconnections Backed up by SamKnows White Box Stats

Hi there,

Since early January 2021, my connection drops regularly throughout the day. The disconnections and drop outs varied from a few seconds to minutes, however in the last 2 weeks I have had no day where the connection has not dropped. A theme a noticed was daily between 5:30-7:00PM it would disconnect without fail during that window. Prior to January, I was with Virgin for a year and had less than 5 dropouts throughout that period. Since upgrading from 50MB to 200MB package after a month the stability has been poor.

I have recently reinstalled a spare Ofcom SamKnows White Box where you can see clear the amount of drop outs and frequency. Over the last 18 days there has been in excess of 5hrs 30mins of downtime which is far from acceptable. Grateful if you can investigate if there is a wider issue here.

My setup is with a Hub 3 in modem mode > UniFi USG > Sam Knows White Box > UniFi POE Switch > UniFi AP. The network setup remains the same prior to upgrading and recontracting in December 2020.

SamKnows Disconnection Stats.PNG

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JitteryPinger
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Message 2 of 22
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Re: Frequent Disconnections Backed up by SamKnows White Box Stats

Could you setup a Broadband Quality Monitor and share a live direct link with us please.

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

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Gigabit 5G Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
rayanpatel
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Re: Frequent Disconnections Backed up by SamKnows White Box Stats

Thanks, here you go: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f251502aee31eecb982a72547ae9aa4689bb0ddb
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JitteryPinger
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Message 4 of 22
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Re: Frequent Disconnections Backed up by SamKnows White Box Stats

You need to enable you router to accept ICMP requests in order for the BQM to log information, I've linked something that should help.

https://help.ui.com/hc/en-us/articles/115003146787-UniFi-UDM-USG-Firewall-How-to-Enable-ICMP-on-the-...

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Gigabit 5G Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

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rayanpatel
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Message 5 of 22
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Re: Frequent Disconnections Backed up by SamKnows White Box Stats

Thank you, I have added a new rule now and from looking at the graph now it seems we are now in business.

JitteryPinger
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Message 6 of 22
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Re: Frequent Disconnections Backed up by SamKnows White Box Stats

Awesome, I will have a lok in a little while and see what we're dealing with.

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Gigabit 5G Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
rayanpatel
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Message 7 of 22
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Re: Frequent Disconnections Backed up by SamKnows White Box Stats

Hi Matt - It was interesting or maybe a coincidence that the day this was set up, I had no drop outs whatsover! However, as you probably can see looking at the monitor it has disconnected a fair few times which is typical of the past month although stability has been extremely poor this morning resulting in me having to tether to my mobile for work as the connection was so unstable and I was connected via LAN rather than WiFi. See stats from SamKnows Box which further supports this.

Have you had any luck with your investigation or have any initial thoughts?SamKnows Disconnection Stats 2.PNG

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rayanpatel
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Message 8 of 22
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Re: Frequent Disconnections Backed up by SamKnows White Box Stats

Another poor day of disconnections, seems to be getting worse now. Can anyone help or advise next steps please.

Monitor 1.PNGSamKnows Disconnection Stats 3.PNG

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JitteryPinger
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Message 9 of 22
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Re: Frequent Disconnections Backed up by SamKnows White Box Stats

It certainly looks like an issue, lets start with getting you connections stats,

Open http://192.168.0.1/ or http://192.168.100.1/ (if you have your Hub in Modem mode) in your browser

For Hubs 2 & 3 - DO NOT LOG IN, just click “Check Router Status”

For Hub 4 - When the page appears LOG IN then click on: Advanced Settings > Tools > Network Status.

Please copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs in replies here.

If this is your first time you may have to do first setup of hub password.

If I've helped please let me know 🙂 Matt

A 10+ Year Virgin Media veteran, been here through the Up's and the Down's and Down's....
Gigabit 5G Vodafone 5G EE BQM Hub 4 BQM Hub 3 BQM Hitron CGNV4 BQM TT BQM

Technical Support - AV & Networking - Customer Service - Finance - Culinary - Construction
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rayanpatel
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Message 10 of 22
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Re: Frequent Disconnections Backed up by SamKnows White Box Stats

Thanks Matt, here you go. It has literally just disconnected a few mins before I copied these stats:

Downstream Tab:

Downstream bonded channels

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

1203000000-3.436256 qam9
2139000000-3.535256 qam1
3147000000-237256 qam2
4155000000-2.537256 qam3
5163000000-3.737256 qam4
6171000000-3.437256 qam5
7179000000-2.537256 qam6
8187000000-2.238256 qam7
9195000000-2.937256 qam8
10211000000-3.237256 qam10
11219000000-2.737256 qam11
12227000000-2.737256 qam12
13235000000-3.737256 qam13
14243000000-537256 qam14
15251000000-5.537256 qam15
16259000000-4.537256 qam16
17267000000-3.537256 qam17
18275000000-1.537256 qam18
19283000000-0.538256 qam19
20291000000-1.238256 qam20
21299000000-2.737256 qam21
22307000000-3.737256 qam22
23315000000-3.737256 qam23
24323000000-2.737256 qam24



Downstream bonded channels

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

1Locked38.673571
2Locked37.3565816
3Locked38.6604369
4Locked37.6665228
5Locked38.6664198
6Locked37.6611253
7Locked38.6643213
8Locked38.6710204
9Locked38.974662
10Locked37.659433
11Locked38.6671145
12Locked37.6665359
13Locked37.6706347
14Locked37.6707118
15Locked37.366027
16Locked37.663523
17Locked37.364423
18Locked38.664932
19Locked38.966529
20Locked38.660018
21Locked38.659011
22Locked37.65645
23Locked38.656877
24Locked37.6618107

 

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