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matthlock
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Message 1 of 18
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Intermittent loss of service

Hi all,

I've been experiencing intermittent loss of service on my broadband for a while, with the latest occurrences being this morning where it dropped off twice.  It can work for weeks and then play up, with drops off several times, like today.

I reported this issue at the end of May because it was getting so frequent, and I had an engineer come out to replace some of the internal cabling.  It was alright since then, with one drop out last week and then again today.

I spoke to technical support to report the issue (took my 3 goes as the mobile signal isn't great in my house and I couldn't use Wi-Fi calling).  One agent said he was checking the hub and that I had a firmware update several days ago, but the signal cut so I don't know the significance of that.

The other agent said there were a few things going on.  It looks like a network issue which he has reported and said will get fixed, but also said that I'm only connecting to the hub on the 2.4Ghz and that the 5Ghz was turned off - which I don't understand because I know it was turned on after the engineer visit in May. He also said that my 200Mb connection isn't enough for my household, as I have 7 active devices connected and the limit is 8.

So I guess my questions are:

What are the network issues? Will this explain the intermittent drop off of service? And once fixed how reliable with the network be?

Why would the 5Ghz Wi-Fi be off?  Would the firmware update cause this?

Why isn't 200Mb enough for 7 devices, especially when they won't all be maxing out the connection? The SH3 is capable of connecting to a lot more devices, and surely if all devices were downloading simultaneous each would just go slower?  I thought 200Mb was plenty for an average household, although I've now been upgraded to 350Mb for a marginal cost to see if that improves things.

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jbrennand
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Message 2 of 18
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Re: Intermittent loss of service

Have you checked first for “known network faults”

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.

200 is plenty - its what I am on with many more devices than you (although I use my own better quality wireless router). 350 is also more than enough.

Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?

What are the various Hub lights showing/doing when this happens?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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matthlock
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Message 3 of 18
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Re: Intermittent loss of service

Hi,

I've done all the check, and no faults in the area. It's the first thing I do now, and restart the hub as most of the times that's all it needs (even though you shouldn't have to that much). Broadband monitor shows the two drips today and Sunday morning (when I was out of the house).

This affects both wired and wireless. When it goes all devices lose connection. I'd have to double check th lights next time it happens, but I'm sure I just had the one white light.

I thought 200Mb was enough, which is why I thought I'd post on here. I guess it was a selling tactic as he tried to upgrade me to 500Mb but I thought that was overkill. I only took the 350Mb as it was £1 more.

Id just like to get to the bottom of it. VM has been quite reliable for me but recently (past year maybe) I've had more drop offs than the rest of the 10years I've been with them.

I've then just have to sort the WiFi out, as the Wi-Fi on the SH3 is very poor. But I guess that's just the router.

Thanks.

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lotharmat
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Message 4 of 18
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Re: Intermittent loss of service

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



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

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matthlock
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Message 5 of 18
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Re: Intermittent loss of service

Downstream bonded channels

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

1203000000-4.738256 qam9
2139000000-3.438256 qam1
3147000000-3.438256 qam2
4155000000-3.538256 qam3
5163000000-3.738256 qam4
6171000000-3.738256 qam5
7179000000-4.238256 qam6
8187000000-4.237256 qam7
9195000000-4.238256 qam8
10211000000-4.738256 qam10
11219000000-4.738256 qam11
12227000000-538256 qam12
13235000000-538256 qam13
14243000000-5.238256 qam14
15251000000-5.438256 qam15
16259000000-5.538256 qam16
17267000000-5.538256 qam17
18275000000-5.938256 qam18
19283000000-638256 qam19
20291000000-5.738256 qam20
21299000000-5.738256 qam21
22307000000-6.238256 qam22
23315000000-638256 qam23
24323000000-6.238256 qam24



Downstream bonded channels

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

1Locked38.6259870
2Locked38.91879205007
3Locked38.91501205270
4Locked38.9299566525519
5Locked38.9502615616919
6Locked38.61007293148198
7Locked38.6597470600278
8Locked37.6326836509965
9Locked38.934456383
10Locked38.91762077
11Locked38.91524163202
12Locked38.9238576747
13Locked38.9596643880
14Locked38.920855244
15Locked38.9163750
16Locked38.9133150
17Locked38.914028434
18Locked38.6155494494
19Locked38.638996433
20Locked38.947344670
21Locked38.9247956
22Locked38.925050
23Locked38.98920
24Locked38.619950
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matthlock
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Message 6 of 18
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Re: Intermittent loss of service

Upstream bonded channels

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

15370000052512064 qam2
26030000052.8512064 qam1



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
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matthlock
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Message 7 of 18
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Re: Intermittent loss of service

Network Log

Time Priority Description

20/07/2021 09:54:46noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 09:28:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:53:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:47:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 08:35:43criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 08:44:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 08:28:43criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/07/2021 08:15:44Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 03:25:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/07/2021 00:46:4ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 09:25:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 09:24:55criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 09:20:32Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 09:20:28criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 09:20:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/07/2021 09:20:27criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 20:31:8criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/07/2021 16:01:25ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 21:55:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/07/2021 17:24:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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matthlock
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Message 8 of 18
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Re: Intermittent loss of service

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lotharmat
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Message 9 of 18
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Re: Intermittent loss of service

Ooooh - they're bad!

D/S some channels are too low power
U/S two channels are MIA and the remaining two are maxxed out valiantly trying to give you a connection!

VM need to sort this with a Tech visit!



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

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matthlock
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Message 10 of 18
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Re: Intermittent loss of service

Again??!!!

I'm sure I did have 4 upstream channels previously, as that was the issue in May (although then I only had 1 channel).  Not sure where the other 2 have gone then.

And why wasn't this picked up with the support agent this morning??!!!

This is getting really frustrating now VM!!

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