Internet keeps dropping

[Dazzaharv]

Hi

im relatively new to VM 500mb connection and constantly having internet dropping issues not just on WiFi devices but ones using a LAN connection to the router.

all catch up channels on tv constantly buffer or drop connections

kids ps5 slow and unresponsive at times 

teams calls to relatives constantly dropping connection on lan devices 

wifi in general is poor throughout the house.

can someone advice anything to check it.

ive created a BQM but not sure how to run the report

aby help will be appreciated thank you

[newapollo]

Hi @Dazzaharv 

On Think Broadband go to your  BQM and under the options you will see

Today | Previous Days | Edit | Delete | Share

Click on the Share option and on the screen that opens click on Share. On the next screen click on Share Live Graph

Copy the text in the Direct Link box (beware there may be more text than you can see so make sure yuo highlight it all)

On here when creating your post 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.

It would be a good idea to also post the logs from your hub so that the forums tech guru's can look at your connection and offer advice.

Type 192.168.0.1 (192.168.100.1 if you are in Modem mode) into your browser URL bar and press enter. 

When the page appears click ‘Check Router Status’ 

 When the page appears, log in (using the details on the hub) and then go to Advanced Settings > Tools > Network Status.

Then copy paste the information from the Downstream, Upstream, Configuration and Network logs. (Don't take photos as they are difficult to read plus the forum will not approve the pictures if they include information such as the MAC addresses of equipment)

[Dazzaharv]

Info below 

Downstream bonded channels

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

1	331000000	2.4	40	256 qam	25
2	139000000	4.8	40	256 qam	1
3	163000000	4.6	40	256 qam	4
4	171000000	4.5	40	256 qam	5
5	235000000	3.5	40	256 qam	13
6	259000000	3.4	40	256 qam	16
7	275000000	2.7	40	256 qam	18
8	283000000	2.7	40	256 qam	19
9	291000000	2.5	40	256 qam	20
10	299000000	2.9	40	256 qam	21
11	307000000	2.5	40	256 qam	22
12	315000000	2.4	40	256 qam	23
13	323000000	2.4	40	256 qam	24
14	339000000	2.5	40	256 qam	26
15	347000000	2.2	40	256 qam	27
16	355000000	2.2	40	256 qam	28
17	371000000	2.2	40	256 qam	30
18	379000000	2.2	40	256 qam	31
19	403000000	2	40	256 qam	34
20	411000000	2.2	40	256 qam	35
21	427000000	2	40	256 qam	37
22	435000000	2.2	40	256 qam	38
23	443000000	1.5	40	256 qam	39
24	451000000	2	40	256 qam	40

Downstream bonded channels

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

1	Locked	40.9	10	0
2	Locked	40.9	12	0
3	Locked	40.9	12	0
4	Locked	40.9	9	0
5	Locked	40.3	16	0
6	Locked	40.9	8	0
7	Locked	40.9	17	0
8	Locked	40.3	10	0
9	Locked	40.9	21	0
10	Locked	40.9	20	0
11	Locked	40.9	10	0
12	Locked	40.3	24	0
13	Locked	40.9	13	0
14	Locked	40.9	18	0
15	Locked	40.9	20	0
16	Locked	40.9	8	0
17	Locked	40.3	10	0
18	Locked	40.3	12	0
19	Locked	40.3	13	0
20	Locked	40.9	26	0
21	Locked	40.3	18	0
22	Locked	40.9	9	0
23	Locked	40.9	20	0
24	Locked	40.3	6	0

[Dazzaharv]

Upstream bonded channels

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

1	36599969	41	5120	64 qam	3
2	23600000	39.5	5120	64 qam	5
3	30100009	41	5120	64 qam	4
4	43100002	41	5120	64 qam	2
5	49600019	41	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	1	0

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	9873254k;fg87dsfd;kfoA,.i

Primary Downstream Service Flow

SFID	19396
Max Traffic Rate	575000085
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	19395
Max Traffic Rate	55000085
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[Dazzaharv]

And last part

Network Log

Time Priority Description

03/11/2024 15:30:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2024 09:36:45	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/11/2024 09:36:45	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2024 22:30:36	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2024 12:23:4	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053-b.cm modified;CM-MAC=c0:0

[Dazzaharv]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/775510733f30063885e54b0ba2d00cd798... 

this is my BQM live graph 

[Ashleigh_C]

Hi there @Dazzaharv 

I am so sorry to hear that you have faced an issue with your service and thank you so much for your post to the community forums, it's great to have you with us. 

I have taken a look on our side and cannot see any issues with the Hub specs that could be causing this, can I ask how things have been looking since your post on Sunday?

[Dazzaharv]

Hi the service has been down and I got a notification from VM 

it's still very unstable see chart link above 

 

[Dazzaharv]

Still having broadband issues can anyone help on the forum ?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/775510733f30063885e54b0ba2d00cd798...

[Carley_S]

Sorry to hear this is still ongoing for you @Dazzaharv 

Checking the service on our side we can see that all looks good and you're connected but your BQM reflects otherwise. If you've made any changes or reset the router at all at 8am, you might need to set back up the BQM so it can monitor again. 

If you're experiencing a total loss of service, it should show this on our side, so your BQM should also show this.