High Latancy and Constant Disconnections

[HollyB_94]

Over a month now, we've been having constant issues with the Broadband. I've notice our latancy drops and rises constantly within miliseconds, and it's very unstable. For example, when we use 2 devices at the same time, the ping rises and disconnects. This morning it disconnected 4 times within 10 minutes. - The speed isn't an issue, just the "overloading of data all at once" you could say.

It's causing great issues, as we have people in our household doing courses, and screensharing isn't an option during zoom calls, as it again disconnects during. I can't game, as the ping rises to 21,000ms which is a new number for me, also unable to watch streams or videos in atleast 720p, as it again disconnects after a minute of streaming.

I've been through every single reason why this could be dropping out like this, such as device management in the router settings, blackspots (we have an extender now) and resetting the router, every hour and even resetting/updating our WiFi adapters.

This is a joke considering we pay over £70 a month for this, as we've been with Virgin for years, and this has never been an issue until now.

We was thinking of ending this contract shortly due to the high price and the amount of latancy we're getting at the moment and due to being unable to even use the internet consistantly, but if anyone knows how this can be fixed, it would be great to know and we will not even be considering.

Thanks.

[jbrennand]

You havent said, but, 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?

Finally, 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. On the first page up dont login (unless you have the Hub4/5 - when you do login) just click on the “router status” icon/text at bottom-middle (Hub3/4) or top/right (SH’s) of the Login page and then Navigate to these “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

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

[HollyB_94]

I have attempted wired aswell, and the ping also skyrockets to about 5000ms. I am currently using a Hub 3, and only the white light on as it should, which shows I have internet connection. Everything in our household requires WiFi, as we have smart TV's and Laptops, as well as phones, and every single device the net drops.

Downstream bonded channels

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

1	138750000	5	37	256 qam	1
2	146750000	4.9	37	256 qam	2
3	154750000	4.9	37	256 qam	3
4	162750000	4.9	36	256 qam	4
5	170750000	5	35	256 qam	5
6	178750000	5	36	256 qam	6
7	186750000	5	36	256 qam	7
8	194750000	5	36	256 qam	8
9	202750000	4.9	36	256 qam	9
10	210750000	5	37	256 qam	10
11	218750000	5.1	35	256 qam	11
12	226750000	5.3	35	256 qam	12
13	234750000	5.1	38	256 qam	13
14	242750000	4.9	38	256 qam	14
15	250750000	4.6	40	256 qam	15
16	258750000	4.5	40	256 qam	16
17	266750000	5	38	256 qam	17
18	274750000	4.9	38	256 qam	18
19	282750000	5.4	38	256 qam	19
20	290750000	5.3	38	256 qam	20
21	298750000	5.8	38	256 qam	21
22	306750000	5.9	38	256 qam	22
23	314750000	6	38	256 qam	23
24	322750000	6.1	40	256 qam	24

Downstream bonded channels

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

1	Locked	37.3	6712713	6595
2	Locked	37.3	151161477	5936
3	Locked	37.3	174225436	4394
4	Locked	36.6	112614844	17330
5	Locked	35.5	159507244	211445
6	Locked	36.3	132489310	229670
7	Locked	36.3	68050272	25231
8	Locked	36.6	19015614	4425
9	Locked	36.3	10474242	2168
10	Locked	37.3	5610885	1818
11	Locked	35	466811	171551
12	Locked	35.7	633244	141393
13	Locked	38.9	4244	667
14	Locked	38.9	6110	963
15	Locked	40.3	3059	911
16	Locked	40.3	1736	571
17	Locked	38.6	4487	814
18	Locked	38.9	3617	630
19	Locked	38.6	9343	675
20	Locked	38.9	3604	641
21	Locked	38.9	999	519
22	Locked	38.9	1095	423
23	Locked	38.6	949	442
24	Locked	40.3	896	417

Upstream bonded channels

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

1	39400000	47.3	5120	64 qam	10
2	46200000	47.3	5120	64 qam	9
3	60299985	47.8	5120	64 qam	7
4	53700000	47.5	5120	64 qam	8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

I have no idea what any of these mean but this is what it's showing, in the router status.

Hope this has answered your questions.

[HollyB_94]

Also our network log in router status is reciving loads of critcals and warnings throughout the day.

[jbrennand · Accepted solution]

The down RS errors may indicate an issue - so 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 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, 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.

[HollyB_94]

Alright, thank you for you help.

Will have to go through it all in the morning. If the latancy rises and disconnections are still happening we're going to have to get an engineer to have a look.

[Ayisha_B]

Hi @HollyB_94,

Welcome to our Community Forums and thanks for your post.

I am sorry to hear you've been having some issues with your service. Appreciate this will be frustrating. 

I can see from our systems that there is currently a short-term connectivity issue which may cause intermittent or performance related issues with your connection. Can you please check all the white cables are connected securely to the Hub, any TV boxes, splitters and the wall socket?
In the vast majority of cases, these types of issues are resolved after 24 hour so please do monitor this and if the issue persists, give me a shout and we can take it from there.

Keep us posted!

[HollyB_94]

Hi Ayisha,

It has been sorted, one of our black cables bolts wasn't tightened enough.

The net is staying pretty stable now.

I appreciate the help from you and @jbennand, for advising me with this. 😊

[Paulina_Z]

Hi @HollyB_94,

Thank you for coming back to us with an update! Glad to hear that this issue is now resolved and you've got a stable connection. 🙂

Please come back to us if you need any further help or support.

Thank you.