Intermittent connection

[ellisb51]

Hi,

My broadband runs generally fine (set up a TB quality monitor and there are no real issues). It seems to be an issue with dropping Wi-Fi connections to various devices. The wired connections are fine. Often on iPhone and iPad the wheel is left spinning and then when it does connect there is often no internet. This happens very regularly (every 20 mins) at all times of the day and has been going on for around a month. 
I have done all the recommended actions and am now out of ideas. Any help much appreciated.

see router stats below

[ellisb51]

Downstream bonded channels

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

1	299000000	0.2	40	256 qam	21
2	139000000	-0.2	38	256 qam	1
3	147000000	-0.2	40	256 qam	2
4	155000000	-0.2	40	256 qam	3
5	163000000	-0.2	40	256 qam	4
6	171000000	0	40	256 qam	5
7	179000000	-0.2	40	256 qam	6
8	187000000	0	40	256 qam	7
9	195000000	0	40	256 qam	8
10	203000000	0	40	256 qam	9
11	211000000	-0.2	40	256 qam	10
12	219000000	-0.2	40	256 qam	11
13	227000000	-0.2	40	256 qam	12
14	235000000	-0.4	40	256 qam	13
15	243000000	-0.5	40	256 qam	14
16	251000000	-0.5	40	256 qam	15
17	259000000	-0.5	40	256 qam	16
18	267000000	-0.4	40	256 qam	17
19	275000000	-0.4	40	256 qam	18
20	283000000	0	40	256 qam	19
21	291000000	0	40	256 qam	20
22	307000000	0.2	40	256 qam	22
23	315000000	0.2	40	256 qam	23
24	323000000	0.2	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	14	0
2	Locked	38.9	22	0
3	Locked	40.3	19	0
4	Locked	40.3	32	0
5	Locked	40.3	54	0
6	Locked	40.3	36	0
7	Locked	40.3	40	0
8	Locked	40.3	38	0
9	Locked	40.3	21	0
10	Locked	40.9	26	0
11	Locked	40.3	13	0
12	Locked	40.9	16	0
13	Locked	40.3	9	0
14	Locked	40.3	13	0
15	Locked	40.3	14	0
16	Locked	40.9	15	0
17	Locked	40.3	14	0
18	Locked	40.3	14	0
19	Locked	40.3	14	0
20	Locked	40.9	14	0
21	Locked	40.3	15	0
22	Locked	40.3	12	0
23	Locked	40.3	17	0
24	Locked	40.3	26	0

Upstream bonded channels

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

1	39399991	46.5	5120	64 qam	12
2	46199961	46.5	5120	64 qam	11
3	53700000	46.5	5120	64 qam	10
4	60299983	46.5	5120	64 qam	9

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

[jbrennand]

Stats all look spot on and you say wired connections are fine. thats strong evidence that your issue is purely wifi related.

So 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 wireless kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (not “boosters”). Pods are free to customers on 1GB or Ultimate Oomph packages - is that you?

If not... you will be charged £5/month. Its a simple solution and should work for you. However, you would soon pay off that cost by buying a "better" wireless solution that will be yours to own and use forever but it isn’t the simple plug and play option of the Pod(s).

Either a Mesh System, a Wireless router, a Wireless access point or combination of these.

[ellisb51]

After a bit more testing today, it turns out my wired connections are also experiencing the same dropouts. Catch up on TiVo is also not available - not sure whether related. 
there are no reported issues on the phone number or on app.
I have tried resetting router and leaving off for a while but still the same, constant disconnections and then reconnects with no internet. Extremely annoying.

Updated quality graph shows a large period of 100% dropped packets from approx 4pm:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/db3b469e5494ce1bbab2adb3fc9408ab08d1dbec

[jbrennand]

Lets see the Network Logs for the period the BQM is showing.

Also it looks to have "stopped responding to pings" since 4pm - or have you switched it off since then?

Do you mean TiVo - or do you mean a V6 (powered by Tivo software?) they connect differently to catch up. If its a V6 look in Home>Settings>Network>connection - and report what it says and try and remake the connection

[ellisb51]

There’s nothing in the network log since yesterday as above. 
The internet is now working - for now - (despite BQM still saying 100% packet loss since 4pm). 

yes, sorry, V6 box - in network says last connection to VM network was successful. However no menu options were present when internet was offline. Now is working ok.

Thanks

[jbrennand]

Two possibilities for the BQM.

There is a setting somewhere - i think its... Advanced Settings > Advanced > Ping > Respond to ICMP echo requests sent to WAN IP - make sure they are "allowed".

Or perhaps the i.p. address changed. Check you current i.p. address is the same as that you have in the BQM settings

[Corey_C]

Thanks for your post and updates, ellisb51, glad to hear things have improved since your post. Also thanks for you help on this @jbrennand. 

Cheers,

Corey C

[ellisb51]

Hi, I had to call 150 later that night and have given it a week - but the same problem is happening every day. Constant disconnections. The Wi-Fi signal remains connected and is strong (0db noise and RSSI of around -50db) just the internet cutting out every 30 minutes for around 10 mins each time. I can’t get any work done

[ellisb51]

I am now getting lots of pre and post RS errors and a load of T3 timeouts on the upstream:

Downstream bonded channels

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

1	331000000	0.2	40	256 qam	25
2	203000000	-0.5	40	256 qam	9
3	211000000	-0.5	40	256 qam	10
4	219000000	-0.4	40	256 qam	11
5	227000000	-0.2	40	256 qam	12
6	235000000	-0.2	40	256 qam	13
7	243000000	-0.5	40	256 qam	14
8	251000000	-0.7	40	256 qam	15
9	259000000	-0.9	40	256 qam	16
10	267000000	-0.7	40	256 qam	17
11	275000000	-0.7	40	256 qam	18
12	283000000	-0.5	40	256 qam	19
13	291000000	-0.2	40	256 qam	20
14	299000000	0.2	40	256 qam	21
15	307000000	0.2	40	256 qam	22
16	315000000	0.4	40	256 qam	23
17	323000000	0.4	40	256 qam	24
18	339000000	0.2	40	256 qam	26
19	347000000	0.2	40	256 qam	27
20	355000000	0.2	40	256 qam	28
21	363000000	0.2	40	256 qam	29
22	371000000	0.5	40	256 qam	30
23	379000000	0.5	40	256 qam	31
24	387000000	0.7	40	256 qam	32

Downstream bonded channels

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

1	Locked	40.9	306	676
2	Locked	40.3	236	703
3	Locked	40.3	256	878
4	Locked	40.3	236	945
5	Locked	40.9	212	982
6	Locked	40.3	261	942
7	Locked	40.3	234	981
8	Locked	40.3	290	1106
9	Locked	40.9	285	1113
10	Locked	40.3	263	1233
11	Locked	40.3	291	1113
12	Locked	40.3	271	1182
13	Locked	40.3	240	1111
14	Locked	40.3	237	1099
15	Locked	40.3	284	1189
16	Locked	40.3	293	1135
17	Locked	40.3	295	1117
18	Locked	40.9	285	1109
19	Locked	40.3	267	1069
20	Locked	40.3	245	845
21	Locked	40.3	294	1152
22	Locked	40.9	225	1112
23	Locked	40.3	256	1136
24	Locked	40.3	223	1169