cancel
Showing results for 
Search instead for 
Did you mean: 

Internet and TV dropping out randomly

brian5
On our wavelength

Been having issues lately, Got a HUB 5 on Modem mode, with a TP Link Archer ax10000 router,

every now and then the internet drops out, Wifi and Ethernet connections, and the TV freezes and buffers, then a window offewring diagnostics pops up and when I click on it, I get a no problem with connection listed,  but sometimes a Low bandwidth warning, other times no bandwidth warning, then I have to go back on the TV and restart the program I had been watching.

15 REPLIES 15

jbrennand
Very Insightful Person
Very Insightful Person

See this..

________

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) (DONT click these links) - and hit return. No need to log in - just click on the “Router Status” icon/text at bottom-middle (Hub3/4/5) or top/right (SH’s) - of the Login page.
Then… Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. 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). If character limits are “exceeded” - just do two posts

Also, If you haven’t already, set up a free, secure and “offlsite” - “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”. 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 then click OK

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 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

brian5
On our wavelength

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11390000002.741QAM 2561
21470000002.841QAM 2562
31550000003.241QAM 2563
41630000003.341QAM 2564
51710000003.441QAM 2565
61790000003.441QAM 2566
71870000003.541QAM 2567
81950000003.641QAM 2568
92030000003.541QAM 2569
102110000003.741QAM 25610
112190000003.741QAM 25611
122270000003.941QAM 25612
132350000003.841QAM 25613
142430000003.541QAM 25614
152510000003.741QAM 25615
16259000000441QAM 25616
17267000000441QAM 25617
18275000000441QAM 25618
192830000003.941QAM 25619
202910000004.141QAM 25620
212990000003.841QAM 25621
223070000003.941QAM 25622
233150000003.941QAM 25623
243230000003.741QAM 25624
253310000003.441QAM 25625
263390000003.141QAM 25626
273470000003.141QAM 25627
283550000002.841QAM 25628
293630000002.441QAM 25629
30371000000241QAM 25630
313790000001.941QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked41218724558
2Locked417527109
3Locked4161612583
4Locked4161093401
5Locked4158232703
6Locked4159422439
7Locked4154972150
8Locked4153611859
9Locked412382633
10Locked41636124
11Locked4152721492
12Locked412212509
13Locked412250392
14Locked4150951136
15Locked414983905
16Locked412187336
17Locked414932610
18Locked414680544
19Locked414750508
20Locked414531336
21Locked414668418
22Locked414517303
23Locked414436182
24Locked414350258
25Locked414410124
26Locked414586185
27Locked414198123
28Locked414106107
29Locked414109100
30Locked414231106
31Locked41475393

brian5
On our wavelength

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
04960000047.85120QAM 641
14310000047.55120QAM 642
23660000047.55120QAM 643
33010000047.55120QAM 644
423600000485120QAM 645

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0000
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

brian5
On our wavelength

Network Log

Time Priority Description
07-08-2023 13:37:07noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 13:35:50noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 13:35:35warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 13:18:26noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 13:15:52noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 13:15:37warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 13:12:13noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 13:10:44noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 13:10:41warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 08:34:50noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 08:33:23noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 08:33:16warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 05:51:22noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 05:50:06noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 05:50:02warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 05:44:23warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 05:44:23noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 05:34:19warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 05:34:19noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 05:17:18noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 05:15:59noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 05:15:58warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 01:39:19noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 01:38:17noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 01:37:56warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 00:06:18noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 00:04:52noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
07-08-2023 00:04:40warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-08-2023 19:18:40noticeCM-STATUS message sent. Event Type Code: 4; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-08-2023 19:17:21noticeCM-STATUS message sent. Event Type Code: 1; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-08-2023 19:16:58warningMDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-08-2023 17:38:12warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

jbrennand
Very Insightful Person
Very Insightful Person

Power levels all good... but you need to start from a blank sheet of RS errors - can you do this and post the link to the BQM

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet 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 (no “staples, etc.,) piercing the cables.

Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and any T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the PostRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.


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

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Hi, brian5.
Thanks for reaching out on our help forums and glad to see you've already had some help from our community users. 🙂

Sorry to hear of the Wi Fi issues and the drop-outs you've had, can you please advise if you're experiencing the same issues on ethernet connections too and if you're currently using a 3rd party router for Wi Fi while our hub5 is on modem mode?

In order for us to be able to monitor the service your hub receives, we'd like to ask you to switch to router mode and activate the hub 5 Wi Fi.

Let us know when this is done and we'll be able to check this issue for you and advise further.

You may also provide with a BQM graph here as suggested by jbrennand above, so we can view any issues coming from there.

Adri
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


brian5
On our wavelength

I should also have mentioned that the Landline Phone, which goes through the Modem also goes offline, and only comes back on if I reboot the modem.

Just reset the modem and so far PostRS all show 0 errors, as do the T3

brian5
On our wavelength

es I am having the same dropouts with ethernet connections, My Main PC is connected via ethernet, and it loses the connection at the same time as the WiFi connections drop out, The TV is connected directly to the incoming Cable, and then split to go to the Modem, The TV signal drops out on catchup or recorded and comes up with "buffering", then brings up a box asking to perform Diagnostics, when this is done, it always tells me the connectio is fine, but either that I have low bandwidth or high bandwidth, the drop out only seems to last a few seconds, then everything comes back on, except the telephone, which will not come back on until i reboot the modem.

 

Adri_G
Forum Team (Retired)
Forum Team (Retired)

Thanks for sharing more on this, brian5.

This sounds like the disconnections were from the service received or a hub, however we'd need to perform more checks to identify this.

In order to see if the problems come from the VM side of things, we'd need to get the hub back to router mode and monitor your service for a couple of days, please let us know if you're happy to do this.

Regarding the Wi Fi, we'd be unable to support with any 3rd party routers - if you switch to router mode we'll be able to assess the wireless connection status too.

Regards,

Adri
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs