Intermittent wifi

[nparojcic]

Been struggling with this for 5 months now. Had an engineer come out and install a new cable as we thought it was damaged. Our broadband is intermittent and the internet will cut out 2/3 times a day. Power and colour will be the same but the wifi wont work until a reset. Annoying as its happening daily and VM tech team cant seem to figure out the problem and think its working fine. Any help is appreciated, thankyou.

Upstream bonded channels

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

1	46200000	47	5120	64 qam	1
2	32600000	46.8	5120	64 qam	3
3	39400000	47	5120	64 qam	2
4	25800000	46.5	5120	64 qam	4

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

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

1	203000000	4.1	40	256 qam	9
2	139000000	3.2	38	256 qam	1
3	147000000	3.5	40	256 qam	2
4	155000000	3.7	40	256 qam	3
5	163000000	3.7	40	256 qam	4
6	171000000	3.7	40	256 qam	5
7	179000000	4	40	256 qam	6
8	187000000	4.4	40	256 qam	7
9	195000000	4.3	40	256 qam	8
10	211000000	4	40	256 qam	10
11	219000000	4.1	40	256 qam	11
12	227000000	4.1	40	256 qam	12
13	235000000	3.7	40	256 qam	13
14	243000000	3.9	40	256 qam	14
15	251000000	4.1	40	256 qam	15
16	259000000	4.1	40	256 qam	16
17	267000000	4.3	40	256 qam	17
18	275000000	4.1	40	256 qam	18
19	283000000	4.9	40	256 qam	19
20	291000000	5.3	40	256 qam	20
21	299000000	5.9	40	256 qam	21
22	307000000	6.1	40	256 qam	22
23	315000000	6.1	40	256 qam	23
24	323000000	6.5	40	256 qam	24

[nparojcic]

Downstream bonded channels

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

1	Locked	40.9	16	0
2	Locked	38.6	5	0
3	Locked	40.3	6	0
4	Locked	40.3	6	0
5	Locked	40.3	4	0
6	Locked	40.3	0	0
7	Locked	40.3	18	0
8	Locked	40.3	18	0
9	Locked	40.9	17	0
10	Locked	40.3	6	0
11	Locked	40.9	5	0
12	Locked	40.3	5	0
13	Locked	40.3	0	0
14	Locked	40.3	6	0
15	Locked	40.9	12	0
16	Locked	40.9	5	0
17	Locked	40.3	5	0
18	Locked	40.3	0	0
19	Locked	40.3	4	0
20	Locked	40.9	6	0
21	Locked	40.9	4	0
22	Locked	40.9	19	0
23	Locked	40.9	18	0
24	Locked	40.3	6	0

13/08/2021 17:13:55	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 17:00:51	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 05:08:29	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 03:50:14	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 03:50:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/08/2021 03:50:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/08/2021 16:42:49	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/08/2021 13:50:6	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/08/2021 19:14:44	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 02:26:41	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/08/2021 02:22:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 23:56:29	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/08/2021 12:12:23	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 10:01:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 10:00:44	critical	TFTP Request Retries exceeded, CM unable to register
06/08/2021 10:00:44	critical	TFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/08/2021 09:56:38	notice	NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[jbrennand]

Stats look OK.

But 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

Also... 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?

[nparojcic]

Appreciate the fast response, Ive set up a quality monitor so will post the results tomorrow and hopefully it drops out so we can potentially diagnose the issue. Regarding devices connected by ethernet cable: I have 2 powerline adapters connected but ill purchase a long ethernet cable for a device and test that theory.
Cheers!

[nparojcic]

So our connection cut off again at about 18:12pm tonight and its back up now after a reset. I tested an ethernet cable when it went down and the laptop said there was no internet at all and the colour was still orange on the router. 

Here's the link to my broadband quality monitor: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7393d0989f107778d2a88852391991203ed7cce4

Is there anything else I can post to help us figure it out?  

[nparojcic]

Hey, just replying to this so you get a notification. Internet has dropped again tonight at 20:45pm!

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7393d0989f107778d2a88852391991203ed7cce4

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7393d0989f107778d2a88852391991203ed7cce4

[Molly_G]

Hey @nparojcic,

Welcome to the forums and many thanks for your recent posts. I'm really sorry to hear that you're having continuous connection issues. 

Thanks for providing the BQM, as well as confirming that the issue is still present via ethernet connection.

I'd like to have a further look into things from our end for you. However, I've been unable to locate your account with you forums details. I'll send you a private message just to get these from you so please keep an eye on the purple envelope at the top of the page.

Kind regards,