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Rederniy
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Intermittent Wifi issues

Hi all,

To clarify I own the account, but not at the premises, however I spend some time diagnosing yesterday. Therefore I will not be able to get any logs from the device.

Issue: 

intermittently all devices lose wi-fi connectivity. At the same time the SSID of the Hub 3 goes missing. Service checks show the hub is online and light on Huib3 is white. During the outages the Tivo Box (connected by ethernet) does not show any connection errors.

Usually after about 10 minutes this settles the wifi comes wifi back. 

I checked the logs and around the same time of the issues there are T3 Timeout issues being entered.

Checks/Actions taken:

Restarted Hub  - Issue reoccurred

Reset Hub - stable for 15 hours then back to intermittent until earlier

Current issue:

Wifi fails, Hub 3 light orange and the misses restarted. Wifi came back but failed about an hour later.

Service status - No issues in our area and the online hub checker comes back green.

Any ideas would be gratefully received

Thank you all

 

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MikeRobbo
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Alessandro Volta
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Re: Intermittent Wifi issues

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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Rederniy
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Re: Intermittent Wifi issues

Hi

Thank you for your response. I have ran BQM for the last 2 hours and this is the result so far.



As I said in my post I am not at the location, however I will be using Zoom later to screen share that location, from which I will gather the logs requested from the router itself. Once completed I will share them with an updated BQM graph.

I am also include a comparison with my internet: (both locations are on 100MB, Linds has the white Hub3, me the Black one)

Kind Regards

 

 

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Re: Intermittent Wifi issues

First Ignore the bottom graph, I power down when out hence the constant timeouts

Update 1 of 3

As requested:

Downstream bonded channels

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

147500000010.140256 qam33
22190000008.640256 qam11
32270000008.540256 qam12
42350000008.340256 qam13
52430000007.840256 qam14
62510000007.840256 qam15
72590000008.138256 qam16
82670000008.540256 qam17
92750000008.640256 qam18
10283000000940256 qam19
11291000000940256 qam20
122990000009.640256 qam21
133070000009.940256 qam22
1431500000010.140256 qam23
1532300000010.540256 qam24
1641100000010.540256 qam25
1741900000010.540256 qam26
1842700000010.440256 qam27
1943500000010.440256 qam28
2044300000010.440256 qam29
2145100000010.440256 qam30
2245900000010.440256 qam31
2346700000010.340256 qam32
2448300000010.440256 qam34



 

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Re: Intermittent Wifi issues

Update 2 of 3

Downstream bonded channels

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

1Locked40.9440
2Locked40.9500
3Locked40.3590
4Locked40.3670
5Locked40.31110
6Locked40.9860
7Locked38.91890
8Locked40.31080
9Locked40.9930
10Locked40.9750
11Locked40.3490
12Locked40.3640
13Locked40.3650
14Locked40.3740
15Locked40.3580
16Locked40.921880
17Locked40.932410
18Locked40.324050
19Locked40.918040
20Locked40.9590
21Locked40.9500
22Locked40.9630
23Locked40.9500
24Locked40.3700

 

 

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Re: Intermittent Wifi issues

Update 3 of 3

Upstream bonded channels

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

1394001063.975512064 qam2
2257999693.925512064 qam4
3461999904512064 qam1
4326001223.975512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Network Log

Time Priority Description

03/10/2020 03:14:8ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/10/2020 00:16:39ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 23:41:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/10/2020 03:34:43ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/09/2020 16:15:46criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 15:43:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 15:43:22Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 15:42:45noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:15criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 15:29:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 15:13:0Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/09/2020 15:12:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/09/2020 18:50:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/09/2020 19:14:17ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/09/2020 15:00:11ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 08:23:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/09/2020 07:28:43ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2020 09:44:43ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2020 02:03:36ErrorDHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/09/2020 20:53:45ErrorDHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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MikeRobbo
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Helpful Answer

Re: Intermittent Wifi issues

Your Downstream Power Levels are too high on several channels.

You will need an engineer to put them back into spec.


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Rederniy
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Re: Intermittent Wifi issues

Thank you very much.

Anyone know the best way of getting an engineer engaged, as the phone service passes me to this community site?

 

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MikeRobbo
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Re: Intermittent Wifi issues

You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.


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Rederniy
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Re: Intermittent Wifi issues

Rang and got through to VM this morning.

They checked, diagnosed a weak signal, found some issues with the hub and are sending a new hub out.

On the positive side the colour will match the tivo box so the misses will be happy, sadly though I am not sure a new hub will sort this, but only time will tell (and would love to be proved wrong 🙂 ).

Nevertheless thank you @mikeRobbo for your time and diagnosis, it really was appreciated.