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michaelmcmanus
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Intermittent Broadband For Months

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

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michaelmcmanus
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Re: Intermittent Broadband For Months

DOWNSTREAM:

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

11390000002.738256 qam1
21470000002.540256 qam2
31550000002.738256 qam3
41630000002.538256 qam4
51710000002.540256 qam5
61790000002.240256 qam6
71870000002.240256 qam7
8195000000240256 qam8
92030000001.740256 qam9
102110000001.538256 qam10
112190000001.533256 qam11
122270000001.434256 qam12
132350000001.440256 qam13
14243000000138256 qam14
15251000000138256 qam15
162590000001.239256 qam16
172670000001.238256 qam17
182750000000.940256 qam18
192830000001.238256 qam19
202910000001.540256 qam20
212990000001.538256 qam21
22307000000140256 qam22
233150000001.238256 qam23
243230000001.438256 qam24

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

1Locked38.981792312623391
2Locked40.31257228150504
3Locked38.930174263740
4Locked38.936168270107
5Locked40.330701549798
6Locked40.330151442542
7Locked40.333470742326
8Locked40.338150742895
9Locked40.332779139974
10Locked38.631606336606
11Locked33.888562381059
12Locked34.3559239352980
13Locked40.329256442225
14Locked38.921903233133
15Locked38.916931146604
16Locked39.315946333041
17Locked38.916385844319
18Locked40.317302330745
19Locked38.913362235058
20Locked40.310992735752
21Locked38.910797537654
22Locked40.910870720109
23Locked38.910985421836
24Locked38.911860329369

 

UPSTREAM:

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

12580013746512032 qam11
23940007246.8512064 qam7
34620027846.5512064 qam3
43260004946.5512064 qam8

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00370
2ATDMA00120
3ATDMA00220
4ATDMA00560

 

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michaelmcmanus
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Re: Intermittent Broadband For Months

LOG:

Time Priority Description

24/06/2021 10:48:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 10:41:38criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 10:41:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 10:41:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 10:41:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 10:39:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 10:30:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 10:29:41Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 10:29:41criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 10:27:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 10:27:24criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 09:40:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 09:39:30Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 09:39:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 09:05:24Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 07:31:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 07:24:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 07:16:7criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 07:15:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2021 07:11:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks,

Michael

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Megan_L
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Re: Intermittent Broadband For Months

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 - 

  • Our Service Checker is a good tool to use to check if there are any area outages ongoing with Broadband, TV, Landline and Mobile. It usually lets you know what is wrong and how long it's going to take for the engineers to fix (estimated time of course)
  • Your Online Account also has a good tool which helps diagnose a fault within your home network with your Broadband, TV and Landline, it will tell you what's up and what to do next.

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

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michaelmcmanus
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Re: Intermittent Broadband For Months

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

 

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Ayisha_B
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Re: Intermittent Broadband For Months

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?

Ayisha_B
Forum Team



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jbrennand
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Message 7 of 24
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Re: Intermittent Broadband For Months

If VM have confirmed that there is no network connection issue and yours is just a wifi one then see this.
________________________________________________________________________

On a Hub3, you can try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the settings and at the same time switch off "channel optimisation" apply and save the settings. All wifi devices will need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub3 users get better wifi performance - but its still no substitute for getting better kit 🙂

To address the wifi, as Ayisha has said, VM now supply “wifi Pods” (not “boosters”). Pods are free to “some customers” but most will be charged £5/month and right now there are some supply issues so there may be a "wait"

And if they are not "free" to you, then at that level of investment (£5/mo) you would soon pay off that cost by buying your own "better" wireless solution that will be yours to own and use forever and which will cure all your wifi problems.

Either, (1) A Mesh System, (2) Wireless router, (3) Wireless access point (4) A combination of (2) & (3).

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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michaelmcmanus
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Re: Intermittent Broadband For Months

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

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michaelmcmanus
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Re: Intermittent Broadband For Months

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

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jbrennand
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Re: Intermittent Broadband For Months

It will be stable on an ethernet cable.

If you want it stable on VM it will cost you £5/month - Note that if you were with BT.. they charge £10/month for whole home wifi guarantees. And for that you get 3 of their discs that cost ~£100 on Amazon - you can decide whether that is VFM or not.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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