14-09-2020 11:15 - edited 14-09-2020 11:19
Hi
I'm working from home full time and I am thinking of switching to another broadband provider, since I've called an engineer and apart from changing the cable, all the issues still remain.
My internet connection keeps dropping for 5-10 secs and then is coming back. For me working from home means that this behaviour is very disruptive and enough for kicking me out of a meeting or ruin a presentation.
Posting a message here, hoping that someone will actually investigate the problem is the last move before I switch to another provider.
Answered! Go to Answer
on 17-09-2020 14:28
Hi agis_k,
Thanks for posting.
I'm sorry you're experiencing drops in your connection whilst working from home. I completely understand that you need a stable connection to be able to do your job properly.
I've had a look at your services and I can see that you've got a prolonged stability issue which is going to need a technician visit to fix.
I know you've mentioned in your last post that you're looking to cancel, so I wanted to check if that's still the case?
I'm happy to get you a technician visit booked, but if you're looking to cancel then you would need to contact the team on the number listed above, as we're not able to help with that from here.
Let me know either way.
Thanks
Melissa
on 14-09-2020 11:57
How are you connecting your device, Wi-Fi or ethernet cable ?
It can be difficult diagnosing problems without some basic information.
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 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.
When the page appears DO NOT LOG IN but 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.
A Guru will be along soon to decipher the info.
on 14-09-2020 12:23
on 14-09-2020 12:32
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 39399964 | 4.1 | 5120 | 64 qam | 4 |
2 | 46200014 | 4.2 | 5120 | 64 qam | 3 |
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 |
on 14-09-2020 12:33
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 699000000 | 1.4 | 38 | 256 qam | 33 |
2 | 491000000 | 2.7 | 38 | 256 qam | 11 |
3 | 499000000 | 2.4 | 38 | 256 qam | 12 |
4 | 507000000 | 2 | 38 | 256 qam | 13 |
5 | 515000000 | 2 | 38 | 256 qam | 14 |
6 | 523000000 | 2.4 | 38 | 256 qam | 15 |
7 | 531000000 | 2.5 | 38 | 256 qam | 16 |
8 | 539000000 | 2.4 | 38 | 256 qam | 17 |
9 | 547000000 | 2.5 | 38 | 256 qam | 18 |
10 | 555000000 | 2.2 | 38 | 256 qam | 19 |
11 | 563000000 | 2.2 | 38 | 256 qam | 20 |
12 | 571000000 | 1.2 | 38 | 256 qam | 21 |
13 | 579000000 | 1.7 | 38 | 256 qam | 22 |
14 | 587000000 | 1.7 | 38 | 256 qam | 23 |
15 | 595000000 | 2 | 38 | 256 qam | 24 |
16 | 603000000 | 2 | 38 | 256 qam | 25 |
17 | 611000000 | 1.7 | 38 | 256 qam | 26 |
18 | 619000000 | 2 | 38 | 256 qam | 27 |
19 | 627000000 | 1.4 | 38 | 256 qam | 28 |
20 | 635000000 | 1.5 | 38 | 256 qam | 29 |
21 | 643000000 | 0.9 | 38 | 256 qam | 30 |
22 | 651000000 | 0.7 | 38 | 256 qam | 31 |
23 | 659000000 | 0.7 | 38 | 256 qam | 32 |
24 | 707000000 | 0.7 | 38 | 256 qam | 34 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 164 | 269 |
2 | Locked | 38.9 | 3393 | 230 |
3 | Locked | 38.9 | 2945 | 285 |
4 | Locked | 38.9 | 2481 | 237 |
5 | Locked | 38.6 | 2179 | 241 |
6 | Locked | 38.6 | 1974 | 227 |
7 | Locked | 38.9 | 1574 | 211 |
8 | Locked | 38.6 | 1450 | 245 |
9 | Locked | 38.6 | 1358 | 219 |
10 | Locked | 38.6 | 1162 | 274 |
11 | Locked | 38.6 | 1030 | 225 |
12 | Locked | 38.9 | 867 | 196 |
13 | Locked | 38.6 | 681 | 228 |
14 | Locked | 38.9 | 500 | 217 |
15 | Locked | 38.6 | 449 | 218 |
16 | Locked | 38.9 | 493 | 318 |
17 | Locked | 38.9 | 379 | 215 |
18 | Locked | 38.9 | 434 | 224 |
19 | Locked | 38.6 | 360 | 273 |
20 | Locked | 38.6 | 306 | 209 |
21 | Locked | 38.6 | 399 | 225 |
22 | Locked | 38.6 | 363 | 234 |
23 | Locked | 38.6 | 256 | 264 |
24 | Locked | 38.6 | 132 | 217 |
on 14-09-2020 12:34
Network Log
Time Priority Description
14/09/2020 11:05:13 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 10:18:43 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 09:29:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 09:19:52 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 09:10:36 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 08:48:10 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 02:03:51 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 01:45:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 00:23:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/09/2020 22:11:46 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/09/2020 19:19:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/09/2020 19:18:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/09/2020 19:18:49 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/09/2020 19:02:22 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/09/2020 15:45:1 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/09/2020 15:18:44 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/09/2020 15:16:56 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/09/2020 11:00:49 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/09/2020 09:49:1 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
13/09/2020 09:31:11 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
It's covering the mad addresses when I do copy paste. Please let me know if I can do it another way
on 14-09-2020 12:47
The software is designed to 'rip' the MAC Address from the report.
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.
on 14-09-2020 13:52
on 14-09-2020 14:43
I've got the same issues at E5 8AF.
Internet is jumping from 0.00mps all the way up to 100mbs
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 10 | 38 | 256 qam | 25 |
2 | 203000000 | 10 | 38 | 256 qam | 9 |
3 | 211000000 | 9.9 | 38 | 256 qam | 10 |
4 | 219000000 | 9.9 | 38 | 256 qam | 11 |
5 | 227000000 | 9.8 | 38 | 256 qam | 12 |
6 | 235000000 | 9.8 | 38 | 256 qam | 13 |
7 | 243000000 | 9.8 | 38 | 256 qam | 14 |
8 | 251000000 | 9.5 | 38 | 256 qam | 15 |
9 | 259000000 | 9.1 | 38 | 256 qam | 16 |
10 | 267000000 | 8.4 | 38 | 256 qam | 17 |
11 | 275000000 | 8.5 | 38 | 256 qam | 18 |
12 | 283000000 | 8.6 | 38 | 256 qam | 19 |
13 | 291000000 | 9.3 | 38 | 256 qam | 20 |
14 | 299000000 | 9.8 | 38 | 256 qam | 21 |
15 | 307000000 | 9.8 | 38 | 256 qam | 22 |
16 | 315000000 | 10 | 38 | 256 qam | 23 |
17 | 323000000 | 9.9 | 38 | 256 qam | 24 |
18 | 339000000 | 10.3 | 38 | 256 qam | 26 |
19 | 347000000 | 10.1 | 38 | 256 qam | 27 |
20 | 355000000 | 10 | 38 | 256 qam | 28 |
21 | 363000000 | 10 | 38 | 256 qam | 29 |
22 | 371000000 | 10.1 | 38 | 256 qam | 30 |
23 | 379000000 | 10.3 | 38 | 256 qam | 31 |
24 | 387000000 | 10.4 | 38 | 256 qam | 32 |
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 46200102 | 4.3 | 5120 | 32 qam | 3 |
2 | 39400140 | 4.275 | 5120 | 32 qam | 4 |
3 | 32600185 | 4.25 | 5120 | 32 qam | 5 |
4 | 25800000 | 4.175 | 5120 | 16 qam | 6 |
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
14/09/2020 13:31:49 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:31:49 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:31:49 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:31:49 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:30:27 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:30:26 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:30:26 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:29:5 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:29:5 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:29:4 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:29:4 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:27:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:27:42 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:27:42 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:26:19 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:26:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:26:19 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:26:19 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:26:4 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
14/09/2020 13:24:57 | critical | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
In the process of pulling together a BQM graph. Will add once i've got it. This problem has been going on for 10 days now
on 14-09-2020 14:48
@bmeyer234 wrote:I've got the same issues at E5 8AF.
... snip ...
If you want assistance please start your own thread.