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ss1234567
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Internet Dropping & Slow Speed

Hi,

My internet frequently drops in my house. It will drop for a maybe a minute or couple mins before connection is restored (on all devices, so not a Wifi issue). In addition to this, the speed is no where near the expected amount on our package.

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Downstream bonded channels

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

13310000007.637256 qam25
22030000006.837256 qam9
32110000006.937256 qam10
42190000006.937256 qam11
5227000000737256 qam12
6235000000737256 qam13
72430000006.837256 qam14
82510000006.837256 qam15
9259000000737256 qam16
10267000000737256 qam17
112750000007.137256 qam18
122830000007.438256 qam19
132910000007.437256 qam20
142990000007.537256 qam21
153070000007.837256 qam22
163150000007.637256 qam23
173230000007.437256 qam24
183390000007.537256 qam26
193470000007.137256 qam27
203550000007.137256 qam28
213630000007.437256 qam29
223710000007.437256 qam30
233790000007.137256 qam31
243870000007.337256 qam32



Downstream bonded channels

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

1Locked37.6433107
2Locked37.67300
3Locked37.34420
4Locked37.61716231
5Locked37.61952346
6Locked37.6115167
7Locked37.666112
8Locked37.62080
9Locked37.64770
10Locked37.6995002
11Locked37.62780
12Locked38.61580
13Locked37.61590
14Locked37.61610
15Locked37.63570
16Locked37.680521
17Locked37.32920
18Locked37.62620
19Locked37.35321
20Locked37.65210
21Locked37.67591
22Locked37.314790
23Locked37.353140
24Locked37.32290

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60299993

41

5120

64 qam

1

2

39399981

39.3

5120

64 qam

4

3

46200236

40.3

5120

64 qam

3

4

53699979

40.8

5120

64 qam

2



Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

1

0

2

ATDMA

0

0

3

0

3

ATDMA

0

0

2

0

4

ATDMA

0

0

1

0

 

Network Log

Time

Priority

Description

28/01/2021 22:22:56

notice

LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:43:32

critical

No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:35:12

critical

Received 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;

26/01/2021 11:33:18

Warning!

Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:33:13

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:33:13

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:33:13

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:33:11

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:33:11

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:33:11

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:33:8

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:33:8

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:33:8

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:33:4

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:33:4

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:32:25

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:32:25

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:32:25

Warning!

RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

26/01/2021 11:31:54

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC==1.1;CM-VER=3.0;

26/01/2021 11:31:33

Warning!

Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;

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jbrennand
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Re: Internet Dropping & Slow Speed

Nothing obvious there but a few worrying signs - so can you start from a blank sheet by doing this...

_________________________

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time - leave 5' to stabilise

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Also have the T3's reset in the Up data. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't - particularly the PostRs errors

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

--------------------
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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