Menu
Reply
sp4wntm
  • 6
  • 0
  • 0
Joining in
196 Views
Message 1 of 10
Flag for a moderator

Intermittent network outages

Hello, 
I have recently upgraded my package to go from just 350MBps fibre broadband, to include TV and phone. Since this I have been having intermittent connection issues. Some days I will be disconnected from the internet every 30-60mins for around 10-60 seconds. Though this does change on a day to day basis. I have tried unplugging my router for ten seconds and also performed a hard reset on the device, but I am still having these issues.

Due to myself and my partner working from home, this is having a big impact on us.

One other thing to note, I had this issue previously, though apparently that was due to hot weather. Though unfortunately that cannot be the case at the moment.

Looking forward to your response.

Dan

0 Kudos
Reply
jbrennand
  • 20.43K
  • 2.18K
  • 3.61K
Very Insightful Person
Very Insightful Person
188 Views
Message 2 of 10
Flag for a moderator

Re: Intermittent network outages

Are you having the issues on devices connected on ethernet cables as well as on wifi connected ones?

To see the network disconnections and keep a daily record, If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

--------------------
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.
0 Kudos
Reply
sp4wntm
  • 6
  • 0
  • 0
Joining in
142 Views
Message 3 of 10
Flag for a moderator

Re: Intermittent network outages

Hi,

This is all devices affected, some ethernet, some WiFi.

Please see the BQM below.

 

0 Kudos
Reply
jbrennand
  • 20.43K
  • 2.18K
  • 3.61K
Very Insightful Person
Very Insightful Person
123 Views
Message 4 of 10
Flag for a moderator

Re: Intermittent network outages

Post a link to the "share live graph" as per the instructions on the TB site

--------------------
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.
0 Kudos
Reply
sp4wntm
  • 6
  • 0
  • 0
Joining in
108 Views
Message 5 of 10
Flag for a moderator

Re: Intermittent network outages

https://www.thinkbroadband.com/broadband/monitoring/quality/share/08e62f58093742d9c0a70d13b2fd072f3f88138b
0 Kudos
Reply
sp4wntm
  • 6
  • 0
  • 0
Joining in
105 Views
Message 6 of 10
Flag for a moderator

Re: Intermittent network outages

https://www.thinkbroadband.com/broadband/monitoring/quality/share/611dee5ebcbef9fc58f5f6eedbf2355c1777de3c-01-02-2021
0 Kudos
Reply
jbrennand
  • 20.43K
  • 2.18K
  • 3.61K
Very Insightful Person
Very Insightful Person
88 Views
Message 7 of 10
Flag for a moderator

Re: Intermittent network outages

BQM showing just one drop out at ~07.30 this morning - what do the logs say it might have been due to?

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages 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.

--------------------
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.
0 Kudos
Reply
sp4wntm
  • 6
  • 0
  • 0
Joining in
79 Views
Message 8 of 10
Flag for a moderator

Re: Intermittent network outages

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 722250000 10.5 38 256 qam 36
2 506250000 9.5 38 256 qam 13
3 514250000 10.1 38 256 qam 14
4 522250000 10.1 38 256 qam 15
5 530250000 10 38 256 qam 16
6 538250000 10.1 38 256 qam 17
7 546250000 10.5 38 256 qam 18
8 554250000 10.4 38 256 qam 19
9 562250000 9.9 38 256 qam 20
10 570250000 9.5 38 256 qam 21
11 578250000 9.8 38 256 qam 22
12 586250000 10 38 256 qam 23
13 594250000 9.9 38 256 qam 24
14 602250000 9.9 38 256 qam 25
15 610250000 10 38 256 qam 26
16 618250000 9.9 38 256 qam 27
17 658250000 9.8 38 256 qam 28
18 666250000 9.9 38 256 qam 29
19 674250000 10.1 38 256 qam 30
20 682250000 10.4 38 256 qam 31
21 690250000 10.1 38 256 qam 32
22 698250000 9.8 38 256 qam 33
23 706250000 10 38 256 qam 34
24 714250000 10.4 38 256 qam 35


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.9 115 1
2 Locked 38.9 33 0
3 Locked 38.9 23 0
4 Locked 38.9 29 0
5 Locked 38.9 29 0
6 Locked 38.9 24 0
7 Locked 38.9 29 0
8 Locked 38.9 44 0
9 Locked 38.9 48 0
10 Locked 38.6 59 0
11 Locked 38.9 65 0
12 Locked 38.9 58 0
13 Locked 38.9 43 0
14 Locked 38.6 48 0
15 Locked 38.6 46 0
16 Locked 38.6 44 0
17 Locked 38.6 111 0
18 Locked 38.6 96 0
19 Locked 38.6 107 0
20 Locked 38.9 95 0
21 Locked 38.6 115 0
22 Locked 38.6 130 0
23 Locked 38.6 130 0
24 Locked 38.6 105 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39399990 51 5120 64 qam 2
2 25799894 51 5120 64 qam 4
3 46200000 51 5120 64 qam 1
4 32599961 51 5120 64 qam 3


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 1 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

Network Log
Time Priority Description
03/02/2021 23:17:36 notice LAN login Success;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 04:50:7 critical No Ranging Response received - T3 time-out;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 03:59:38 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=*****************;CMTS-MAC=*****************:bd;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 02:22:50 Warning! RCS Partial Service;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 02:22:50 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*****************;CMTS-MAC=*****************:bd;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 02:22:42 Warning! RCS Partial Service;CM-MAC=*****************;CMTS-MAC=*****************:bd;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 02:22:42 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 00:45:47 Warning! RCS Partial Service;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 00:45:47 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 00:40:13 Warning! RCS Partial Service;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 00:40:13 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 23:49:53 Warning! RCS Partial Service;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 23:49:53 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 23:06:37 Warning! RCS Partial Service;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 23:06:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 22:42:59 Warning! RCS Partial Service;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 22:42:59 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 22:21:19 Warning! RCS Partial Service;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 22:21:19 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 22:21:18 Warning! RCS Partial Service;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;

0 Kudos
Reply
jbrennand
  • 20.43K
  • 2.18K
  • 3.61K
Very Insightful Person
Very Insightful Person
65 Views
Message 9 of 10
Flag for a moderator

Re: Intermittent network outages

All your down power levels are too high - recommended max is +10dBmV. Your usp ones are also high at 51dBmV albeit still in the range.

You need to call it in as a fault and see what they say when they check the connection - calling at 08.00 is the best time to get through with minimal wait times

--------------------
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.
0 Kudos
Reply
sp4wntm
  • 6
  • 0
  • 0
Joining in
43 Views
Message 10 of 10
Flag for a moderator

Re: Intermittent network outages

OK great, thank you for all of your help John.

0 Kudos
Reply