Hub 5, modem mode, signal drops

[albatross99]

Hello all

Over the last few months, Wi-Fi signal drops have been happening intermittently all day, every day. It seems to effect every device in the house. 

the Hub connects to a netgear router then onto various wired connections and a Tenda Mesh system.  The live graph has been up and running since last time so I paste that here in case anyone can suggest what cause might be. 

Have reset the system and each part but hasn’t helped. 

thanks in advance 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/a1290607b2ebbc11e0dd7fb25a492d155b...

[Client62]

With a VM Hub in modem mode the BQM graph plots the responses from the Netgear Router ( not the VM Hub ).

Wi-Fi is not being provided by the VM Hub, so pay close attention to the functioning of the Tenda Mesh, exactly what happens when the Wi-Fi drops out ? E.g. is that the Mesh is dropping the Wi-Fi signal to change channels ?

Hub Signal Level Checks

Via http://192.168.0.1/ connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use http://192.168.100.1/ for a Hub in Modem mode

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

( If already logged in to the Hub menu, the same info is available at : Advanced settings >>> Tools >>> Network status )

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16/QPSK is a current service noise fault.  Seeing less than four DOCSIS 3.0 channels is usually a signal level fault.

[legacy1]

Problem might be your wifi BQM looks ok to your router

set wifi to use channel 13 on 2.4GHz and 52 on 5GHz

[albatross99]

Thank you. Forgive my ignorance - would this setting change need to be on the net gear router or the Tenda mesh? 

[albatross99]

Thank you. I will try this tomorrow and let you know how I get on. 

[albatross99]

Have gone to Tenda Mesh Wi-Fi settings - I can make the 2.4GHZ 13 but on 5ghz I don’t have option of 52, I only have 36, 40, 44, 48, 149, 153, 157, 161, 165

which should be best? And will changing these mean devices need to reconnect to the mesh? Thanks. 

[jbrennand]

Re 2.4 GHz wifi channels - see this..

https://community.virginmedia.com/t5/Networking-and-WiFi/Getting-a-better-Wireless-Network-Signal/td...

[Gareth_L]

Hello albatross99.

Thanks for bringing this to our attention.

I have just ran a test on the hub from here and can see we have 1 channel issue on your downstream levels.

Also 3 channels on the upstream levels are out of the required range.

It would need one of our technicians out to adjust these, which I can arrange.

If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Hello albatross99

Thanks for taking the time to pass security. 

I did take a look at a few things and discovered we have an SNR issue in your area
You may find the services are intermittent right now and we are aware of a fault in the area
This fault is logged under reference number F011040819 and is due to be fixed on the 23/11/2023. It kind of ties up with the date of your post as this was first raised on the 31/10/2023
You can pop back on here and ask for an update if you wish. Just quote the reference number above
Gareth_L

[albatross99]

Hello. 
unfortunately nothing seems to have changed since end of November. Signal seems to drop constantly. Ref number above to quote was F011040819

Please can I have further update? Or should I be going through other steps to solve the constant dropouts?

do I need to switch to having split 2.4 / 5Ghz signals and go through hassle of changing WiFi passwords for every device in the house? 
thanks