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Internet keeps cutting out

My internet keeps going off a few times a day every time I’ve phoned I keep getting passed around and told to reset it then they say they sent signals etc in the end they send me a new router and the problem is still happening, I’m struggling to get through on the phone waiting for over a hour at a time the online support never replies I’m at a loss. Any suggestions please?

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Message 2 of 19
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Re: Internet keeps cutting out

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 the area. Be aware that it isn't a manned line.

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

If everything above is OK we need do some 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 can post the link straight away.

Post a 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. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

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

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 3 of 19
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Re: Internet keeps cutting out

EDIT: As above!

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Message 4 of 19
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Re: Internet keeps cutting out

Yes did that earlier it’s saying signal is low despite the fact in sat in the same room as the router and it said my home has a few network problems 

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Message 5 of 19
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Re: Internet keeps cutting out

What we requested has nothing to do with signal strength.

Just follow the instructions and you won't get anything wrong.

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

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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Message 6 of 19
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Re: Internet keeps cutting out

Router status
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
15390000002.937256 qam17
25470000002.437256 qam18
35550000002.537256 qam19
4563000000237256 qam20
55710000002.237256 qam21
65790000002.237256 qam22
7587000000237256 qam23
85950000002.237256 qam24
96030000001.737256 qam25
106110000001.937256 qam26
116190000000.737256 qam27
126270000001.537256 qam28
136350000001.537256 qam29
146430000001.437256 qam30
15651000000036256 qam31
16659000000-5.933256 qam32
17667000000-533256 qam33
18675000000-0.536256 qam34
19683000000137256 qam35
20691000000137256 qam36
216990000001.737256 qam37
22707000000237256 qam38
237150000001.937256 qam39
247230000001.737256 qam40


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.6610
2Locked37.61360
3Locked37.6910
4Locked37.32140
5Locked37.61371
6Locked37.61250
7Locked37.31470
8Locked37.62160
9Locked37.66819
10Locked37.610529
11Locked37.31273523
12Locked37.31830093
13Locked37.654944230
14Locked37.657736294
15Locked36.646819184
16Locked333688388
17Locked33.32990
18Locked36.6160
19Locked37.680
20Locked37.630
21Locked37.670
22Locked37.670
23Locked37.370
24Locked37.320
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Message 7 of 19
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Re: Internet keeps cutting out

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1326000004.225512064 qam10
2537000004.325512064 qam7
3462000004.325512064 qam8
4394000004.275512064 qam9


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 8 of 19
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Re: Internet keeps cutting out

Router status
Network LogTime Priority Description
18/08/2020 19:38:17noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 19:37:32Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 08:48:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 08:48:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 08:44:51Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 08:44:48Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 08:43:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 08:43:14Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 08:40:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 08:40:21Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 08:38:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/08/2020 03:23:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 19:10:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 19:10:20Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 19:10:19Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 19:08:6Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 19:04:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 19:04:8Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/08/2020 19:02:34Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 9 of 19
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Re: Internet keeps cutting out


@Gemmy4eva wrote:
Router status
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
15390000002.937256 qam17
25470000002.437256 qam18
35550000002.537256 qam19
4563000000237256 qam20
55710000002.237256 qam21
65790000002.237256 qam22
7587000000237256 qam23
85950000002.237256 qam24
96030000001.737256 qam25
106110000001.937256 qam26
116190000000.737256 qam27
126270000001.537256 qam28
136350000001.537256 qam29
146430000001.437256 qam30
15651000000036256 qam31
16659000000-5.933256 qam32
17667000000-533256 qam33
18675000000-0.536256 qam34
19683000000137256 qam35
20691000000137256 qam36
216990000001.737256 qam37
22707000000237256 qam38
237150000001.937256 qam39
247230000001.737256 qam40


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.6610
2Locked37.61360
3Locked37.6910
4Locked37.32140
5Locked37.61371
6Locked37.61250
7Locked37.31470
8Locked37.62160
9Locked37.66819
10Locked37.610529
11Locked37.31273523
12Locked37.31830093
13Locked37.654944230
14Locked37.657736294
15Locked36.646819184
16Locked333688388
17Locked33.32990
18Locked36.6160
19Locked37.680
20Locked37.630
21Locked37.670
22Locked37.670
23Locked37.370
24Locked37.320

You have a large variance on the lowest and highest power level across your downstream channels (-5.9 to +2.9)

You also have a SNR issue on at least two channels.

VM need to investigate further.

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Message 10 of 19
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Re: Internet keeps cutting out

Don't forget to post a link to your live BQM.

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

Mike Robinson
Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.


My Broadband Ping - 26_Aug_2020
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