Intermittent connection down

[SumotaY]

Hello,

Since yesterday Friday around midday I am experiencing not stable connection. Every 20-30 minutes the connection goes down (there is no WiFi and no Ethernet connectivity) and it goes back on after 5-10 minutes by itself. 

I managed to check the Network logs from the Hub5 and it shows messages like the attached. I checked the status tool to see if there is any current issue in the area and it says there is no issue.

However if I run the connection test, it says there is an issue as in the second attachment (it has been saying to wait for 1 hour since more than 3 hours...).

Can anyone help here? the Internet connection is useless like this.

Thanks,

David.

[jbrennand]

As well as trying the “check service,”Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[SumotaY]

Thanks John,

Yes, that link you mention goes to the service I have been using. At first it tells me there is no issue in the area:

And after clicking on "Still having issues?" and run the test, shows me the message I mentioned earlier:

I have just called to the number and after confirming my post area, it says there is no issue in the area.

However I am still having problems.

David.

[jbrennand]

You have the Hub5 - which is not on general release yet - you are effectively testing it for VM. So there may be firmware issues affecting the messages. But as nothing is showing - lets see the connection data - do this
_______________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up Login and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[SumotaY]

Hi John,

Tables from Downstream:

Downstream bonded channels

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

1	306000000	-1.4	40	QAM 256	22
2	138000000	0.4	40	QAM 256	1
3	146000000	0.1	40	QAM 256	2
4	154000000	0.1	39	QAM 256	3
5	162000000	0.6	40	QAM 256	4
6	170000000	-3.1	40	QAM 256	5
7	178000000	0.8	40	QAM 256	6
8	186000000	0.5	40	QAM 256	7
9	194000000	0.4	40	QAM 256	8
10	202000000	0.6	40	QAM 256	9
11	210000000	0.4	40	QAM 256	10
12	218000000	0.7	40	QAM 256	11
13	226000000	0.7	40	QAM 256	12
14	234000000	0.8	40	QAM 256	13
15	242000000	0.9	40	QAM 256	14
16	250000000	0.9	40	QAM 256	15
17	258000000	0.9	40	QAM 256	16
18	266000000	-1	40	QAM 256	17
19	274000000	-1.1	40	QAM 256	18
20	282000000	-1.1	40	QAM 256	19
21	290000000	-1.3	40	QAM 256	20
22	298000000	-1.3	40	QAM 256	21
23	314000000	-1.5	40	QAM 256	23
24	322000000	-1.7	40	QAM 256	24
25	330000000	-1.7	40	QAM 256	25
26	338000000	-2	40	QAM 256	26
27	346000000	-2	40	QAM 256	27
28	354000000	-2.1	40	QAM 256	28
29	362000000	-2	40	QAM 256	29
30	370000000	-2.1	40	QAM 256	30
31	378000000	-2.3	40	QAM 256	31

Downstream bonded channels

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

1	Locked	40	4347	20684
2	Locked	40	945	12029
3	Locked	40	3914	16150
4	Locked	39	1704	3043
5	Locked	40	5247	17677
6	Locked	40	7922	19823
7	Locked	40	17436	40081
8	Locked	40	25317	48530
9	Locked	40	1853	11293
10	Locked	40	2470	16772
11	Locked	40	2537	17148
12	Locked	40	3682	21408
13	Locked	40	3174	19165
14	Locked	40	2491	14627
15	Locked	40	2204	14187
16	Locked	40	3085	19966
17	Locked	40	3073	19593
18	Locked	40	2453	13061
19	Locked	40	1999	12057
20	Locked	40	2162	16581
21	Locked	40	2160	16433
22	Locked	40	3197	14783
23	Locked	40	2100	16300
24	Locked	40	2494	16448
25	Locked	40	1850	16031
26	Locked	40	2067	15041
27	Locked	40	1967	14412
28	Locked	40	2199	15504
29	Locked	40	2102	14418
30	Locked	40	1597	9381
31	Locked	40	1497	9794

Tables from Upstream:

Upstream bonded channels

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

1	60300000	50	5120	QAM 64	9
2	53700000	49.5	5120	QAM 64	10
3	46200000	49.5	5120	QAM 64	11
4	39400000	49	5120	QAM 64	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

For the Network logs now it shows Internal Error:

Regarding the quality monitor, yes; I saw that an I setup about an hour ago one monitor. Here is the link:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8c04b1d86bd736c7011bc82fcd5b962f08edb292

[jbrennand]

I am no expert on Hub5 stats - the Up power levels are on the high side - albeit, in range. but would be woth starting from a blank page to clear the RS errors, as below.

Also - are you in router or modem mode - and what devices are connected to the Hub by ethernet cables?
______________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[SumotaY · Accepted solution]

Hi John,

I am in router mode.

The devices connected vie Ethernet are one desktop computer, one NAS (Synology), one security camera and one Philips Hue bridge. All of them have been connected since I have the router several months ago and there have not been any issues until now.

I have done what you mentioned: switch the hub off, unplug it and wait for 5 minutes. Meanwhile I checked the coax connection and it is firmly connected. Anyway I unscrew it and hand screw it again to make sure. Also I checked the wall box and it is in right conditions.

I have just turn it back on and will see how it goes. However I managed to schedule a VM technician to come over on Monday morning; hopefully either the issue will be fixed in the next hours or the technician will do.

Thanks.