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aidan956
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Internet Connection Issues

Hi, I have had VM installed for two years now. We signed to an 18 month contract last august and have had no issues until now. The past couple of weeks various devices have been disconnecting from the hub 3. Both phones unable to connect to wifi, Tivo box unable to use on demand services and nest disconnecting. Have used the 192.168.0.1 website to look at hub data. I have noticed that when others have done so they have had zero to minimum Post RS Errors in down stream however each row of mine has values in the thousands. Each time i have ran the VM connection tests it says no issues found, so haven't tried ringing yet as they will only do the same and tell me to turn the hub off and on again which i have done over the couple of weeks. I will post the downstream data below. If anybody has any suggestions to fix the issue please respond. 

Downstream bonded channels

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

1154750000-3.740256 qam3
2138750000-340256 qam1
3146750000-3.540256 qam2
4162750000-3.740256 qam4
5170750000-3.940256 qam5
6178750000-440256 qam6
7186750000-440256 qam7
8194750000-440256 qam8
9202750000-440256 qam9
10210750000-3.940256 qam10
11218750000-440256 qam11
12226750000-440256 qam12
13234750000-440256 qam13
14242750000-4.240256 qam14
15250750000-440256 qam15
16258750000-440256 qam16
17266750000-4.240256 qam17
18274750000-4.440256 qam18
19282750000-4.540256 qam19
20290750000-4.540256 qam20
21298750000-4.440256 qam21
22306750000-4.740256 qam22
23314750000-4.940256 qam23
24322750000-538256 qam24



Downstream bonded channels

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

1Locked40.360322763
2Locked40.312178946154
3Locked40.311130563428
4Locked40.3658795132
5Locked40.3129633499
6Locked40.9211865614
7Locked40.3103552713
8Locked40.954122228
9Locked40.939462073
10Locked40.363551487
11Locked40.3113071470
12Locked40.3108792328
13Locked40.3122563057
14Locked40.959561800
15Locked40.93349953
16Locked40.32472721
17Locked40.92733692
18Locked40.31647541
19Locked40.91312344
20Locked40.31172223
21Locked40.91233578
22Locked40.91095417
23Locked40.3974269
24Locked38.9933338
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jbrennand
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Re: Internet Connection Issues

You say TiVo - is that correct or do you mean V6? The Tivo needs no connection to the Hub - it gets all its data via the co-ax - The V6 however, must be connected to the Hub on ethernet or wifi.

Can you switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two to see if they start reappearing - they shouldn't.

Also post the Upstream data tables and the network logs.

Also, in the meantime... 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

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John
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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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John_GS
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Re: Internet Connection Issues

Hi aidan956

 

Thanks for posting and welcome to the community. I'm really sorry to hear of the broadband issues. 

 

I've ran a check on the system today and most of your downstream channels are out of spec.

 

This needs a tech so I'll PM you now to get the details

 

Kind regards,

John_GS
Forum Team


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