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Internet Dropping Wifi/Wired

Over the last 5 weeks our internet has been dropping a couple times every hour on both a wired and wireless connection. Only drops for a couple seconds at a time, but it's enough to kick us out of games or any work related live chats. Not to sure what I can do to fix this so looking for some advice. 

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Alessandro Volta
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Message 2 of 17
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Re: Internet Dropping Wifi/Wired

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

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, Configuration 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 17
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Re: Internet Dropping Wifi/Wired

So I ran the "Check Service Status" and got "We're detecting an intermittent issue" and then just tells me to make sure everything is plugged in tightly. I've checked all the connections and are all fine. Here is the link to the BQM, I think I've done it correctly. https://www.thinkbroadband.com/broadband/monitoring/quality/share/c68c8b46863c448bfec100e171954c7805...

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Re: Internet Dropping Wifi/Wired

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

1731000000136256 qam37
25230000000.437256 qam15
35310000000.537256 qam16
45390000000.537256 qam17
55470000000.737256 qam18
65550000000.737256 qam19
7563000000137256 qam20
8571000000137256 qam21
95790000000.937256 qam22
105870000000.937256 qam23
115950000000.537256 qam24
126350000001.236256 qam25
136430000001.237256 qam26
146510000001.236256 qam27
15659000000136256 qam28
16667000000136256 qam29
17675000000136256 qam30
18683000000136256 qam31
19691000000136256 qam32
20699000000136256 qam33
217070000001.436256 qam34
227150000001.236256 qam35
237230000001.236256 qam36
247390000000.736256 qam38

 

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

1Locked36.62810
2Locked37.32110
3Locked37.31760
4Locked37.31570
5Locked37.31390
6Locked37.31960
7Locked37.31720
8Locked37.31110
9Locked37.31350
10Locked37.32210
11Locked37.34290
12Locked36.61390
13Locked37.61430
14Locked36.61750
15Locked36.61710
16Locked36.62050
17Locked36.32230
18Locked36.62120
19Locked36.63280
20Locked36.62350
21Locked36.62110
22Locked36.34240
23Locked36.34120
24Locked36.32870
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Re: Internet Dropping Wifi/Wired

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

1394000003.975512032 qam2
2462000024512064 qam1
3258000593.971512016 qam4
4326000003.95512032 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Re: Internet Dropping Wifi/Wired

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062+voc-b.cm



Primary Downstream Service Flow

SFID624814
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID624813
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Re: Internet Dropping Wifi/Wired

Time Priority Description

03/11/2020 10:56:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2020 08:53:58ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 16:30:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 16:42:25noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 08:29:29criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 00:49:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 05:25:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 05:20:0Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 19:09:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 18:17:15ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 05:20:11Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 13:58:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 01:08:16noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 14:14:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 10:29:50ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 13:04:38ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 10:05:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 05:20:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/10/2020 18:54:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Re: Internet Dropping Wifi/Wired

Link is fine - need a 24h period to get sensible data and also your "Network Logs" from the same time period to compare to

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

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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Internet Dropping Wifi/Wired

I believe that is everything that was asked for. If something is wrong let me know. 

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Alessandro Volta
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Re: Internet Dropping Wifi/Wired

Your Upstream Modulations are wrong on three of the Channels, they should all be at 64 QAM.

Try a reboot to see if the Hub can renegotiate a better connection using this method ...

Switch the Hub off using the small switch on the rear of the Hub next to the power cord and pull the PSU plug from the wall socket.

Give it a good 5 minutes put the plug back in and switch the Hub back on.

Allow the Hub a few minutes to fully restart then try your connection again.

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

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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