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amarron80
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Intermittent drop outs Wi-Fi and ethernet

I'm currently experiencing issues with my Internet regardless of whether it's wired or WiFi. I work from home and my colleagues say I drop off the call for 1 or 2 seconds every few minutes. I rang the customer service team but that was a joke and he just talked about how to get a good WiFi signal despite how many times I said its not just WiFi. To say it was a waste of time is an understatement. 

I recently bought a router to help and now run my hub 3 in modem mode with an ethernet cable directly to the new router. This has stabilised the connection and I'm not getting as many issues but I still have this one that's not going away. I'm not going back to just using the hub 3 on its own as the service was much worse when I did that.  I've rebooted both devices a few times but the issue remains and I monitor the traffic and everything drops at once then reconnects. 

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Andrew-G
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Re: Intermittent drop outs Wi-Fi and ethernet

Connect to the hub by clicking on this link http://192.168.100.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text, not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.  

Also, setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection.  Post a link to a live, shared graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post that immediately.  This is precautionary, but a good idea now because it takes time to build the connection data.

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amarron80
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Message 3 of 10
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Re: Intermittent drop outs Wi-Fi and ethernet

Thanks Andruser,

Here's the information from the Downstream tab.  I haven't set up the BQM but I'll do that shortly

Downstream bonded
channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000008.840256 qam25
2203000000840256 qam9
32110000008.140256 qam10
42190000008.140256 qam11
52270000008.340256 qam12
62350000008.340256 qam13
7243000000840256 qam14
82510000008.440256 qam15
92590000008.540256 qam16
102670000008.540256 qam17
112750000008.540256 qam18
122830000008.843256 qam19
132910000008.640256 qam20
142990000008.840256 qam21
153070000008.643256 qam22
163150000008.640256 qam23
173230000008.840256 qam24
183390000008.540256 qam26
19347000000940256 qam27
203550000008.940256 qam28
213630000008.640256 qam29
223710000008.843256 qam30
233790000008.940256 qam31
243870000008.840256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.950
2Locked40.960
3Locked40.940
4Locked40.960
5Locked40.350
6Locked40.970
7Locked40.950
8Locked40.950
9Locked40.350
10Locked40.960
11Locked40.960
12Locked43.350
13Locked40.950
14Locked40.360
15Locked43.370
16Locked40.970
17Locked40.980
18Locked40.950
19Locked40.950
20Locked40.950
21Locked40.940
22Locked43.350
23Locked40.9100
24Locked40.910
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amarron80
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Re: Intermittent drop outs Wi-Fi and ethernet

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lotharmat
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Re: Intermittent drop outs Wi-Fi and ethernet

Got a 404 on the BQM!



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

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amarron80
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Re: Intermittent drop outs Wi-Fi and ethernet

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lotharmat
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Re: Intermittent drop outs Wi-Fi and ethernet

Seems to be there now!

Give it time to produce data and someone will take a look!



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

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Andrew-G
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Message 8 of 10
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Re: Intermittent drop outs Wi-Fi and ethernet

Looks like the BQM stopped at about 2:45pm, so not enough data for fault finding.  Try a restart of the hub and see if that gets the BQM recording again, as there's sometimes a condition where the hub stops responding to the test pings used to generate a BQM.  Or if you've switched in or out of modem mode your IP address would change and stop the BQM recording, and that will need correcting in the BQM settings.

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Andrew-G
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Message 9 of 10
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Re: Intermittent drop outs Wi-Fi and ethernet

Also, can you post the Upstream and Network log data as well as the Downstream?  That downstream isn't showing anything immediately obvious, sometimes the clues are in the other data.

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lotharmat
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Re: Intermittent drop outs Wi-Fi and ethernet

Unless the connection has totally gone!! 😉



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

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