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Intermittent internet connection

I have been experiencing intermittent WiFi issues for quite a while now but it has been particularly bad recently, especially as there are 3 of us trying to work from home at the moment.

The connection drops off for about 1 minute every 10-15 minutes, I have done all the suggested checks on cable connections etc, I have rebooted the hub on numerous occasions and also had a technician out around 6 weeks ago who tried changing the hub settings to 2ghz and 5 ghz connections and also replaced my hub to a lack of speed issue but still the problems remain. 

Can anyone help as the problem is having a big affect on us being able to work from home and at times has resulted in us losing important documents due to connection being lost with our work VPN, thanks in advance  

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Alessandro Volta
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Message 2 of 22
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Re: Intermittent internet connection

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 'Live 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 / straw box 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.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 22
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Re: Intermittent internet connection

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Re: Intermittent internet connection

download stream

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

11870000003.740256 qam7
21950000003.440256 qam8
32030000003.240256 qam9
42110000003.240256 qam10
5219000000340256 qam11
62270000002.738256 qam12
72350000002.538256 qam13
8243000000238256 qam14
92510000001.938256 qam15
102590000001.740256 qam16
112670000001.540256 qam17
122750000001.238256 qam18
13283000000138256 qam19
14291000000138256 qam20
152990000001.238256 qam21
163070000001.440256 qam22
173150000001.238256 qam23
183230000001.238256 qam24
19443000000-0.738256 qam25
20451000000-0.538256 qam26
21459000000-1.538256 qam27
22467000000-1.738256 qam28
23475000000-2.238256 qam29
24483000000-2.937256 qam30



Downstream bonded channels

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

1Locked40.940
2Locked40.990
3Locked40.350
4Locked40.350
5Locked40.340
6Locked38.950
7Locked38.650
8Locked38.970
9Locked38.950
10Locked40.350
11Locked40.3120
12Locked38.9160
13Locked38.950
14Locked38.650
15Locked38.640
16Locked40.350
17Locked38.650
18Locked38.960
19Locked38.630
20Locked38.650
21Locked38.690
22Locked38.6230
23Locked38.6240
24Locked37.6130
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Re: Intermittent internet connection

Upstream

Upstream bonded channels

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

1394000004.025512064 qam4
2462000004.075512064 qam3
3537000004.1512064 qam2
4326000004.025512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Intermittent internet connection

Network log

Network Log

Time Priority Description

01/11/2020 02:11:53noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 09:08:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 14:28:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 13:31:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 13:31:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 13:31:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 13:31:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 13:28:23Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 13:28:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 13:27:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 12:08:58Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 12:08:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 12:08:50Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 14:30:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 12:08:12noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 12:07:32Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 12:07:17Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 12:06:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/10/2020 11:37:33Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Intermittent internet connection

Your Downstream Power Levels are individually within spec but the differential between the lowest at -2.9dBmV and the highest at +3.7dBmV is too big.

This will need an engineer to put right.

You can either phone in (08:00 is the best time) or wait on here for a few days (6 to 7 days average) until one of the VM Forum Staff comes along.

If you wait on here Do Not bump the thread it will put it further down the VM 'to do list'.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Intermittent internet connection

Thanks Mark, I have no idea what that means but will call VM at 08:00 in the morning and try to explain, is there anything in particular that could be causing this issue?

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Alessandro Volta
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Re: Intermittent internet connection

It is probably a Street Cabinet issue.

When you phone up don't mention the Power Levels unless they do.

Just tell them that your connection keeps dropping out.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Message 10 of 22
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Re: Intermittent internet connection

Your BQM is showing solid red, this is usually because the Hub isn't responding to pings.

Can you log in to your Hub settings and set the Hub Firewall to the same as below.

Hub-3-Firewall

 

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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