on 24-06-2021 11:03
Hi there,
I am continually having drop outs in my wifi connection, and based on this forum this is not an unusual problem.
The wifi has dropped out more than 10 times in the last 5 ours of usage and it is impossible to work or go online.
I have will post next the router status data as it will not allow me to add too many characterse to the message.
Please let me know if there is anything that can be done.
Thanks,
Michael
on 24-06-2021 11:06
DOWNSTREAM:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 2.7 | 38 | 256 qam | 1 |
2 | 147000000 | 2.5 | 40 | 256 qam | 2 |
3 | 155000000 | 2.7 | 38 | 256 qam | 3 |
4 | 163000000 | 2.5 | 38 | 256 qam | 4 |
5 | 171000000 | 2.5 | 40 | 256 qam | 5 |
6 | 179000000 | 2.2 | 40 | 256 qam | 6 |
7 | 187000000 | 2.2 | 40 | 256 qam | 7 |
8 | 195000000 | 2 | 40 | 256 qam | 8 |
9 | 203000000 | 1.7 | 40 | 256 qam | 9 |
10 | 211000000 | 1.5 | 38 | 256 qam | 10 |
11 | 219000000 | 1.5 | 33 | 256 qam | 11 |
12 | 227000000 | 1.4 | 34 | 256 qam | 12 |
13 | 235000000 | 1.4 | 40 | 256 qam | 13 |
14 | 243000000 | 1 | 38 | 256 qam | 14 |
15 | 251000000 | 1 | 38 | 256 qam | 15 |
16 | 259000000 | 1.2 | 39 | 256 qam | 16 |
17 | 267000000 | 1.2 | 38 | 256 qam | 17 |
18 | 275000000 | 0.9 | 40 | 256 qam | 18 |
19 | 283000000 | 1.2 | 38 | 256 qam | 19 |
20 | 291000000 | 1.5 | 40 | 256 qam | 20 |
21 | 299000000 | 1.5 | 38 | 256 qam | 21 |
22 | 307000000 | 1 | 40 | 256 qam | 22 |
23 | 315000000 | 1.2 | 38 | 256 qam | 23 |
24 | 323000000 | 1.4 | 38 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 8179231 | 2623391 |
2 | Locked | 40.3 | 1257228 | 150504 |
3 | Locked | 38.9 | 301742 | 63740 |
4 | Locked | 38.9 | 361682 | 70107 |
5 | Locked | 40.3 | 307015 | 49798 |
6 | Locked | 40.3 | 301514 | 42542 |
7 | Locked | 40.3 | 334707 | 42326 |
8 | Locked | 40.3 | 381507 | 42895 |
9 | Locked | 40.3 | 327791 | 39974 |
10 | Locked | 38.6 | 316063 | 36606 |
11 | Locked | 33.8 | 885623 | 81059 |
12 | Locked | 34.3 | 5592393 | 52980 |
13 | Locked | 40.3 | 292564 | 42225 |
14 | Locked | 38.9 | 219032 | 33133 |
15 | Locked | 38.9 | 169311 | 46604 |
16 | Locked | 39.3 | 159463 | 33041 |
17 | Locked | 38.9 | 163858 | 44319 |
18 | Locked | 40.3 | 173023 | 30745 |
19 | Locked | 38.9 | 133622 | 35058 |
20 | Locked | 40.3 | 109927 | 35752 |
21 | Locked | 38.9 | 107975 | 37654 |
22 | Locked | 40.9 | 108707 | 20109 |
23 | Locked | 38.9 | 109854 | 21836 |
24 | Locked | 38.9 | 118603 | 29369 |
UPSTREAM:
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 25800137 | 46 | 5120 | 32 qam | 11 |
2 | 39400072 | 46.8 | 5120 | 64 qam | 7 |
3 | 46200278 | 46.5 | 5120 | 64 qam | 3 |
4 | 32600049 | 46.5 | 5120 | 64 qam | 8 |
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 37 | 0 |
2 | ATDMA | 0 | 0 | 12 | 0 |
3 | ATDMA | 0 | 0 | 22 | 0 |
4 | ATDMA | 0 | 0 | 56 | 0 |
on 24-06-2021 11:07
LOG:
Time Priority Description
24/06/2021 10:48:33 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 10:41:38 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 10:41:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 10:41:23 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 10:41:23 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 10:39:43 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 10:30:1 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 10:29:41 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 10:29:41 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 10:27:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 10:27:24 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 09:40:34 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 09:39:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 09:39:4 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 09:05:24 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 07:31:53 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 07:24:29 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 07:16:7 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 07:15:5 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
24/06/2021 07:11:37 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
Thanks,
Michael
on 26-06-2021 11:42
Hi Michaelmcmanus,
Thanks for using the forums to get this issue with your WIFI looked into, I am sorry you're having this problem.
I would like to ask a few questions and get you to do some things so we can try to work out what the root cause is.
Have you done a WIFI scan with the Connect App? It will attempt to find any black spots in your home, if it does it may give you further advice on how to fix it.
I also have a link here which helps with troubleshooting Intermittent Connections, please have a look.
When a problem does occur, are there any lights on the HUB that could indicate an issue?
Also, where is your PC or laptop located in the house? In the same room as the Hub or further away? Is there any chance you could plug an Ethernet cable in to see if the connection becomes more stable?
Just for future issues with the WIFI and for any other users that are looking at this thread for WIFI help, I have a few links below that might help with general issues -
I have already taken the time to look into your services on my side, but cannot see any outstanding issues. So please let me know how you get on with the information above.
Thanks,
Megan_L
on 26-06-2021 12:38
Hi Megan,
Thanks for your reply.
Even as I try now to download the Connect App, the WiFi fails. This is occurring more and more regularly and happens even when computers and TV are being used within 2m of the router. There is no easy way to connect things via an ethernet cable and I would rather resolve the WiFi issue than have to rely solely on an ethernet connection.
I have tried both the tools which you link and both say there is nothing wrong with the service, which means that it must be the router. Are you able to tell me the details of what the router status tables I have posted mean. To my eye it looks as if it continually fluctuated between a "critical" and "Warning!" state, which I'm guessing is not good.
When the WiFi drops there is no change in lights on the router.
The router signal even in the farthest point in the house from the router is "Great" according to the Connect App.
So I am not sure where to go from here outside of you supplying a new router.
Looking forward to hearing from you.
Thanks,
Michael
on 26-06-2021 15:00
Hi Michael,
Thanks for coming back to us. I can currently see on your account that there is a WiFi Coverage issue. Some devices are receiving a poor WiFi signal due to their distance from Hub.
Can I ask if the Hub is out in the open, upright and away from any obstructions and other electrical equipment?
We have Intelligent WiFi Pods that work with the Hub’s wireless network to help increase the WiFi signal within the home which helps eliminate WiFi blackspots and provides an improved overall wireless connection. Customers not on our Ultimate Oomph package or Gig 1 Fibre package will need to pay a monthly fee of £5 for Intelligent WiFi Plus.
Is this something you would be interested in?
on 26-06-2021 15:08
on 26-06-2021 16:07
Hi Ayisha,
I have full signal in all parts on the house, and your own app tells me my signal is "Great". The hub is raised from the ground, up right, and in a position away from other electrical equipment and facing towards the rest of the house.
Should the fact that I get reliable WiFi performance from any package be a minimum requirement of the contract? I shouldn't have to upgrade £5 a month just to receive a stable internet connection, and again, I am getting the same dropouts with devices within a 2m radius of the router with no barriers between the device and the router. So, the signal strength has nothing to do with the errors.
Please suggest alternative solutions than paying you more money for a service which has been unsatisfactory so far.
Looking forward to hearing from you,
Thanks,
Michael
on 26-06-2021 16:14
Hi John,
I appreciate you getting back to me.
I tried this a while ago as I suspected that this may be the issue of the router trying to switch bandwidths for different devices throughout the house. However, from memory it didn't do a great deal. I will try again though maybe I did it wrong.
Are the VM Pods basically just a Wireless access point?
Seems a bit ridiculous that I have to buy an extra piece of hardware just to get my internet to work. Stable internet is really all I ask from a provider.
Cheers,
Michael
on 26-06-2021 16:41