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PClement
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Message 1 of 18
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Internet connection dropping every few mins

Having issues for the past 3 weeks now, internet dropping every few mins. Have had two engineer visits one looked at connectors , other replaced my hub and removed the signal booster that had been put in a few years ago.

1EA90340-DCAF-49F1-ADAD-AF646635A101.jpeg

DDFC9E2A-A7CF-4E34-9D09-B97A12F118E9.jpeg

AD5A5C51-CDDA-4020-B62B-FC01747E4AB7.jpeg

90AE284F-2F5E-4D4A-B45F-C503C6D2839C.jpeg

 

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jbrennand
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Message 2 of 18
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Re: Internet connection dropping every few mins

Cant really read screenshots - copy/paste as formatted text next time. But its obvious the connection has lots of issues on the up & down channels - call it in for VM to look at it as it looks like a tech visit is required - 08.00 is the best time for getting through

--------------------
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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PClement
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Message 3 of 18
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Re: Internet connection dropping every few mins

Yeah ringing didn’t go well at all. Turn off modem, what are the lights? Purple queue confusion. Explain it’s in modem mode, ask us to restart router as well. 

Internet works even though it works sporadically anyway, apparently my problem is with my 3rd party router. Doesn’t really explain the loss of connection from the modem does it.

So apparently we’re fixed and he’s tuning in 24 hours.

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jbrennand
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Message 4 of 18
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Re: Internet connection dropping every few mins

CS are clueless as soon as they know you have a 3d party router you are dead in the water

Post up the stats from today as formatted text - not screenshots - so we can tell whats going on. If you get an htll error message - just press the submit the send button again - it will correct then and send

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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PClement
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Message 5 of 18
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Re: Internet connection dropping every few mins



Downstream bonded channels

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

12030000000.530256 qam9
22110000000.430256 qam10
32190000000.231256 qam11
4227000000-0.431256 qam12
5235000000-131256 qam13
6243000000-1.231256 qam14
7251000000-1.231256 qam15
8259000000-0.531256 qam16
92670000000.531256 qam17
10275000000132256 qam18
112830000001.532256 qam19
122910000001.732256 qam20
13299000000232256 qam21
14307000000233256 qam22
153150000001.733256 qam23
163230000001.933256 qam24
173310000001.733256 qam25
183710000002.534256 qam26
193790000001.934256 qam27
203870000001.433256 qam28
213950000001.533256 qam29
224030000002.234256 qam30
234110000002.534256 qam31
244190000002.734256 qam32



Downstream bonded channels

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

1Locked30.52071505632115989
2Locked30.52011757621942863
3Locked30.81704776661687349
4Locked311639742501699932
5Locked30.91735272861615487
6Locked30.81866752282085802
7Locked311754104591781997
8Locked31.41309581301652464
9Locked31.9868129801476210
10Locked32.5574599631349694
11Locked32.6440555811259204
12Locked33414623861205805
13Locked32.9389875251178124
14Locked33.3259106111169830
15Locked33.4177048301168803
16Locked33.9120722171178392
17Locked33.8103288211201857
18Locked34.443760351040301
19Locked34.385263421027092
20Locked33.814668467991825
21Locked33.816736679934605
22Locked34.39953534879746
23Locked34.45489237837348
24Locked34.93499041809832

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940008451512064 qam4
24619988351512064 qam3
35370037551512064 qam2
46030005451512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA00350
2ATDMA00350
3ATDMA00350
4ATDMA00370
 
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PClement
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Message 6 of 18
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Re: Internet connection dropping every few mins

 

Time Priority Description

02/02/2021 21:53:2Warning!RCS Partial Service;CM-MAC=XXXX
02/02/2021 21:53:2criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXX
02/02/2021 21:51:53noticeLAN login Success;CM-MAC=XXXXX
02/02/2021 21:43:10Warning!RCS Partial Service;CM-MAC=XXXXX
02/02/2021 21:41:51noticeLAN login Success;CM-MAC=XXXXX
02/02/2021 21:38:4Warning!RCS Partial Service;CM-MAC=XXXXX
02/02/2021 21:38:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXX
02/02/2021 21:38:4Warning!RCS Partial Service;CM-MAC=XXXX
02/02/2021 21:38:4criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXX
02/02/2021 21:37:58Warning!RCS Partial Service;CM-MAC=XXXXX
02/02/2021 21:37:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXX
02/02/2021 21:29:48Warning!RCS Partial Service;CM-MAC=XXXXXX
02/02/2021 21:29:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXX
02/02/2021 21:29:37Warning!RCS Partial Service;CM-MAC=XXXXX
02/02/2021 21:29:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXX
02/02/2021 21:29:37Warning!RCS Partial Service;CM-MAC=XXXXX
02/02/2021 21:29:37criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXX
02/02/2021 21:29:23Warning!RCS Partial Service;CM-MAC=XXXX
02/02/2021 21:29:23criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXX
02/02/2021 21:28:57Warning!RCS Partial Service;CM-MAC=XXXXX
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jbrennand
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Message 7 of 18
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Re: Internet connection dropping every few mins

Dreadful All you can do is the protocol below and see if it helps - if not call in as a fault - 08.00 is the best time.
______________________________________________________________________


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 5’ to stabilise - dont manually switch it off at any time.

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 for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

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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PClement
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Message 8 of 18
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Re: Internet connection dropping every few mins

Looks like I'll have to set my box back to router mode as the deco doesn't respond to the ping.

Will take a look in the morning,

My Broadband Ping - Vm

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jbrennand
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Message 9 of 18
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Re: Internet connection dropping every few mins

Ahhh its a Deco. Check the TP-Link fora. The recent firmware update for some units has removed the option to allow it to respong to pings. I dont know if and when it will be rectified.

What are the RS errors looking like since you followed the protocol. Post them up here again

--------------------
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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PClement
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Message 10 of 18
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Re: Internet connection dropping every few mins

Have reset it numerous times now, have disconnected deco and just using equipment supplier to isolate issue as telephone staff keep blaming router and when running their remote tests they are saying there are no issues.

figues in table below are since 6pm yesterday 

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d06116172a3503c7ce2e1aab93775646def2da8f-27-02-2021"><img alt="My Broadband Ping - Work damn u" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d06116172a3503c7ce2e1aab93775646def2da8f-27-02-2021.png" /></a>
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12030000006.638256 qam9
21390000007.538256 qam1
31470000007.538256 qam2
4155000000738256 qam3
5163000000738256 qam4
6171000000738256 qam5
7179000000738256 qam6
81870000006.938256 qam7
91950000006.838256 qam8
102110000006.638256 qam10
112190000006.538256 qam11
122270000006.337256 qam12
13235000000638256 qam13
14243000000637256 qam14
152510000005.938256 qam15
16259000000638256 qam16
17267000000638256 qam17
182750000005.838256 qam18
192830000005.838256 qam19
202910000005.637256 qam20
212990000005.937256 qam21
223070000005.838256 qam22
233150000005.538256 qam23
243230000005.538256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.63492227479078
2Locked38.6168940371109821
3Locked38.612784198910364
4Locked38.68482547720998
5Locked38.66000496662018
6Locked38.66505073651405
7Locked38.66048838624607
8Locked38.64476091582113
9Locked38.63922469521913
10Locked38.63126909500377
11Locked38.92543781500405
12Locked37.62631250508173
13Locked38.62834168523661
14Locked37.63283065536940
15Locked38.63084192526772
16Locked38.92174843483859
17Locked38.61424366431124
18Locked38.6928879388461
19Locked38.6728404360635
20Locked37.6723743347813
21Locked37.6672003341464
22Locked38.9538745336636
23Locked38.6456992337854
24Locked38.6402528342333


 

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