Intermitten Wifi & Slow Speeds

[Liammcn1]

Hi all,

I'm hoping someone can help as the call centre help has not been great.

Last week there was an outage in my area and ever since it was 'fixed', I've been having wifi troubles. The router would keep rebooting itself and fluctuating regularly with speeds going from 200mbps to 2mbps every 10-15 minutes. I called and was told to factory reset the router. All seemed fine.

5 days later and it's doing it all again, constantly dropping wifi connection. Called and was told to reset again. Couple of hours later and still the same. I work from home permanently and so I need a stable connection to be able to do my job.

I think I need an engineer out but if anyone could point me in the right direction, I'd really appreciate it.

Downstream

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

1	331000000	-11	37	256 qam	25
2	235000000	-10	37	256 qam	13
3	243000000	-10.2	37	256 qam	14
4	251000000	-10	37	256 qam	15
5	259000000	-10.2	37	256 qam	16
6	267000000	-10.5	37	256 qam	17
7	275000000	-11	37	256 qam	18
8	283000000	-11.2	37	256 qam	19
9	291000000	-11.2	37	256 qam	20
10	299000000	-10.9	36	256 qam	21
11	307000000	-10.7	37	256 qam	22
12	315000000	-10.7	37	256 qam	23
13	323000000	-11	37	256 qam	24
14	339000000	-11.2	36	256 qam	26
15	347000000	-11.2	37	256 qam	27
16	355000000	-11.7	37	256 qam	28
17	363000000	-12	36	256 qam	29
18	371000000	-11.7	37	256 qam	30
19	379000000	-11.9	36	256 qam	31
20	387000000	-12	36	256 qam	32
21	395000000	-12	37	256 qam	33
22	403000000	-12.2	36	256 qam	34
23	411000000	-12.2	36	256 qam	35
24	419000000	-12.4	36	256 qam	36

Upstream

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

1	25800048	54	5120	64 qam	14
2	32600009	54	5120	64 qam	13

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0

Network Log

04/08/2021 18:12:49	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 18:09:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:27:45	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:27:29	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:27:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:27:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:27:24	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:27:24	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:27:23	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:16:37	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:16:37	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:16:17	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/08/2021 17:16:17	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jb66]

Your signal is too low, are there any unused splitters or attenuators in your home?

[Liammcn1]

What do you mean?

I have those ugly booster boxes as I get zero signal in my extension, is that what you mean?

[jb66]

It's a device sometimes plugged on the back of the router called an attenuator, if you don't have one you'll need a technician 

[Liammcn1]

I have a little white box that splits for the TV and broadband? 

I recently cancelled the TV. 

[Hayley_S]

Hello @Liammcn1,

Welcome to the community page, thank you for posting on here.

I am sorry to see that your Wi-Fi speeds have dropped.

I was able to locate your account using your forums details, I can see you rang us yesterday and was given advice.

Can you please tell me if this helped?

Look forward to your response.

[Liammcn1]

Hi Hayley, 

Nope, I feel like I was being fobbed off on the phone. The downstream/upstream I posted is based on my router after I did everything they told me to on the phone.

[Hayley_S]

Okay, thank you for telling me this @Liammcn1.

I can see that you have been advised to disconnect some devices? Due to the package you are on and the limit it can handle on the Wi-Fi, have you done this also?

Many thanks,

[Liammcn1]

No I haven’t.

I had the 100mbps plan before and had zero issues. Now I have double that speed and I’ve only been having this issue since the outage last week. 

I would assume that this also doesn’t account for the router constantly rebooting itself

[Hayley_S]

Thank you for confirming this @Liammcn1.

I can see that you have an open work order on your account, this could be due to your TV services being cancelled as you mentioned, this means I would be unable to book an engineer for you at this moment.

I can see you have done the pinhole reset already, but since there was a recent outage it may need a couple of tries to then work.

Can you please try doing the pinhole reset for me again? 

Thanks,