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jproblem123
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Intermittent/Unstable Broadband affected by outside

Hello,

I am experiencing extreme intermittent broadband service which constantly cuts out. I have noticed this happens frequently when trains go past or when there is bad weather.  I never had these issues with BT or SKY only with Virgin since I joined in July.  My hub light has been yellow since i got it (never the white that its supposed to be).  I believe there are issues with the line, but the poor customer service i am receiving from a computer system is saying i do not have any issues and so i am being refused an engineer visit.  There must be some issues externally, loose connections to be affected by trains going past and having my connection disconnected or to have wifi but no internet.

The wifi was installed using an old Telewest cable we had in the flat, this had not been used for well over a decade.  The cable was cut and a short extension added to connect to the hub.  The new cable is maybe a meter long, compared to the old telewest cable that runs approx 15 metres through the flat.

Think Broadband shows varying results including packet loss (hope the links work below).  The only time i disconnected the broadband was 13/04

Today: 14/04

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/991a4f515192a4d4462ec8d67aafeea7f6830ff7-14-04-2021][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/991a4f515192a4d4462ec8d67aafeea7f6830ff7-14-04-2021.png[/img][/url]

13/04

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/aba66c808a6e09f24fce602dbab9793618b09e01-13-04-2021][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/aba66c808a6e09f24fce602dbab9793618b09e01-13-04-2021.png[/img][/url]

 

12/04

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/9af10dc29d3e8aa483b1b02e19aa315bfcc89d4a-12-04-2021][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/9af10dc29d3e8aa483b1b02e19aa315bfcc89d4a-12-04-2021.png[/img][/url]

11/04

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/f69ee4850c71a4624bbfd1149a80468de0c4da4b-11-04-2021][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/f69ee4850c71a4624bbfd1149a80468de0c4da4b-11-04-2021.png[/img][/url]

10/04

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/7e1dfb2ba1696d2d9f3a2b9ff8d666fdcf85bdc2-10-04-2021][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/7e1dfb2ba1696d2d9f3a2b9ff8d666fdcf85bdc2-10-04-2021.png[/img][/url]

 09/04

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/41b66080c8b52fcbf6b8d2051d5410e32a8a9588-09-04-2021][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/41b66080c8b52fcbf6b8d2051d5410e32a8a9588-09-04-2021.png[/img][/url]

 05/04

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/3fc8af2c1fb63dded94345f192ffe6a863a4d69d-05-04-2021][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/3fc8af2c1fb63dded94345f192ffe6a863a4d69d-05-04-2021.png[/img][/url]

Can any one help to identify the issues and hopefully get an engineer to check my connections?

Thanks in advance 

Jade

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lotharmat
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Re: Intermittent/Unstable Broadband affected by outside

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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jproblem123
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Re: Intermittent/Unstable Broadband affected by outside

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

203000000

6.4

38

256 qam

9

2

211000000

6.5

38

256 qam

10

3

219000000

6.5

38

256 qam

11

4

227000000

6.5

38

256 qam

12

5

235000000

6.5

38

256 qam

13

6

243000000

6.6

38

256 qam

14

7

251000000

7

38

256 qam

15

8

259000000

7

38

256 qam

16

9

267000000

7

38

256 qam

17

10

275000000

6.9

38

256 qam

18

11

283000000

7.5

38

256 qam

19

12

291000000

8

38

256 qam

20

13

299000000

8.6

38

256 qam

21

14

307000000

8.6

38

256 qam

22

15

315000000

8.6

38

256 qam

23

16

323000000

8.5

38

256 qam

24

17

331000000

8.6

40

256 qam

25

18

339000000

9.1

38

256 qam

26

19

347000000

9.4

38

256 qam

27

20

355000000

9.4

40

256 qam

28

21

363000000

9.4

40

256 qam

29

22

371000000

9

40

256 qam

30

23

379000000

8.9

38

256 qam

31

24

387000000

9

40

256 qam

32

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

19

0

2

Locked

38.9

45

0

3

Locked

38.6

14

0

4

Locked

38.6

21

0

5

Locked

38.9

29

0

6

Locked

38.9

23

0

7

Locked

38.6

17

0

8

Locked

38.6

25

0

9

Locked

38.9

14

0

10

Locked

38.6

27

0

11

Locked

38.9

20

0

12

Locked

38.9

12

0

13

Locked

38.9

13

0

14

Locked

38.9

18

0

15

Locked

38.9

14

0

16

Locked

38.6

10

0

17

Locked

40.3

18

0

18

Locked

38.9

23

0

19

Locked

38.9

25

0

20

Locked

40.3

30

0

21

Locked

40.3

31

0

22

Locked

40.9

14

0

23

Locked

38.6

11

0

24

Locked

40.3

0

0

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

32600000

43.3

5120

64 qam

11

2

46200000

43

5120

64 qam

7

3

39400000

43

5120

64 qam

8

4

25800220

43

5120

64 qam

12

 

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

 

Network Log

Time Priority Description

14/04/2021 13:30:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 20:30:7ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/04/2021 16:04:6criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 20:01:48noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 20:01:18Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/04/2021 19:03:3ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 05:07:51criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 05:07:1criticalReceived 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;
06/04/2021 05:03:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 05:02:33criticalReceived 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;
06/04/2021 05:00:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 05:00:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 05:00:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 05:00:28Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/04/2021 05:00:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/04/2021 08:57:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/04/2021 04:57:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2021 08:57:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2021 10:48:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2021 09:45:34ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Thanks

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jproblem123
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Re: Intermittent/Unstable Broadband affected by outside

Ok think i figured this out, hope this is of some use

Today

My Broadband Ping - 1202

13.04

My Broadband Ping - 1202

12.04

My Broadband Ping - 1202

11.04 same as 10.04

My Broadband Ping - 1202

09.04

My Broadband Ping - 1202

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Robert_P
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Re: Intermittent/Unstable Broadband affected by outside

Hello jrproblem123

 

Really sorry to hear of the broadbadn issues experienced, we appreciate you raising this via the forums and welcome to the community.

 

We've taken a look at your equipment and connection and everything appears to be within the spec's and ranges we'd expect. From looking at the wireless network there does appear to be some issues with certain devices, namely two iPads and a set top box. From the information we have here it would appear these devices are out of range.

 

We have these tips available to help with broadband issues:

Thanks 

 

Rob

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jproblem123
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Re: Intermittent/Unstable Broadband affected by outside

Hi Rob,

 

I would rather you look at the issues i have posted as your system does not seem to pick up the issues i am having.  You will see there are issues on the graphs i displayed, are you able to explain the dropped packets?  I have already had your team explain that your computer system says i am not having any issues however my the human using it is confiming i am - and this is with all devices!

J

 

 

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Robert_P
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Re: Intermittent/Unstable Broadband affected by outside

We appreciate the frustration, can you perform a pin hole reset on the hub and let the BQM run for a period of 24 hours and post the results here. 

 

This is due to other BQM's at the same time for other customers showing the same result.

 

Thanks

 

Rob

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