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Internet keeps on disconnecting

Hi, 

For awhile my internet keeps disconnecting or really playing up. especially these last few days where it has moments of disconnecting and at times can take awhile before coming back on. What can I do to fix this problem, thanks. 

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Alessandro Volta
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Re: Internet keeps on disconnecting

How are you connecting your device, Wi-Fi or ethernet cable ?

 

It can be difficult diagnosing problems without some basic information.

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 should 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
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Internet keeps on disconnecting

Thank you for the quick response. 

The device I am using is set up on WiFi but the issues seem to affect other devices too. 

Have you checked the 'Check Service Status' at the top of the page ? " Yes it shows that there are no faults. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/af969da4b61aeabd4674e96bc5c52e4849... 

Downstream

DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 299000000 267000000 275000000 283000000 291000000 307000000 315000000 323000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 21 17 18 19 20 22 23 24
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) 0.46 -1.17 -1.13 -0.46 0.46 -0.04 -0.07 0.64
RxMER (dB) 39.40 37.94 37.94 37.94 39.40 39.40 38.98 39.40
Pre RS Errors 994 504 297 938 979 312 300 327
Post RS Errors 929 282 283 928 976 304 297 325

Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 2.0 2.0
Channel ID 2 1 3 4
Frequency (Hz) 53700000 60300000 46200000 39400000
Ranging Status Success Success Success Success
Modulation 64QAM 64QAM 64QAM 64QAM
Symbol Rate (Sym/sec) 5120000 5120000 5120000 5120000
Mini-Slot Size 2 2 2 2
Power Level (dBmV) 46.50 46.50 46.50 45.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0

 

Network Log
First Time Last Time Priority Error Number Description
08/09/2020 14:15:52 GMT 08/09/2020 14:15:52 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/09/2020 14:14:53 GMT 08/09/2020 14:14:53 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/09/2020 14:00:12 GMT 08/09/2020 14:00:12 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/09/2020 14:00:05 GMT 08/09/2020 14:00:05 GMT Warning (5) 66050300 Auth Fail - Web login failed.
08/09/2020 13:59:45 GMT 08/09/2020 13:59:45 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/09/2020 13:58:31 GMT 08/09/2020 13:58:31 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/09/2020 13:55:40 GMT 08/09/2020 13:55:40 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/09/2020 13:53:18 GMT 08/09/2020 13:53:18 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/09/2020 13:51:59 GMT 08/09/2020 13:51:59 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/09/2020 13:51:50 GMT 08/09/2020 13:51:50 GMT Warning (5) 66050300 Auth Fail - Web login failed.
08/09/2020 13:51:40 GMT 08/09/2020 13:51:40 GMT Warning (5) 90000200 CSFR Detect - Expired Content Submitted ; LAN Interface
08/09/2020 13:51:08 GMT 08/09/2020 13:51:08 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/09/2020 13:50:55 GMT 08/09/2020 13:50:55 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/09/2020 13:50:34 GMT 08/09/2020 13:50:34 GMT Warning (5) 66050300 Auth Fail - Web login failed.
08/09/2020 13:50:27 GMT 08/09/2020 13:50:27 GMT Warning (5) 66050300 Auth Fail - Web login failed.
08/09/2020 13:46:02 GMT 08/09/2020 13:46:02 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/09/2020 13:45:52 GMT 08/09/2020 13:45:52 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/09/2020 13:36:21 GMT 08/09/2020 13:36:21 GMT Warning (5) 66050310 Auth Success - Web login successful.
08/09/2020 13:20:55 GMT 08/09/2020 13:20:55 GMT Error (4) 68010302 DHCP WAN IP - 82.18.10.55
08/09/2020 13:19:53 GMT 08/09/2020 13:19:53 GMT Error (4) 68000407 TOD established

 

 

 

 

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Helpful Answer

Re: Internet keeps on disconnecting

Hey Curtiso97,

 

I have looked into your account and ran some diagnostics on our system and it has stated that a new hub would be needed to resolve your issue.

 

I have been able to order this for you, all the information about your delivery can be found on your online account and then by clicking My Account and Order Tracking, you will also receive the delivery information from our delivery partner by email or text.

 

Regards

Steven_L 

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Re: Internet keeps on disconnecting

Hi,

Thanks for the response. 

In regards to the new hub does that have to be done through the account holder that the Internet was setup/paid through? 

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Re: Internet keeps on disconnecting

Hey Curtiso97,

 

I have already put this through for you as I was able to match your profile to your account on our system.

 

Regards

Steven_L

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Re: Internet keeps on disconnecting

Oh okay, so to confirm it's already scheduled for a delivery I don't have to do anything? 

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Re: Internet keeps on disconnecting

Yes that's correct @Curtiso97, I have put this through on our system, so all that you need to do is wait for your new hub to be delivered and set it up once it arrives.

 

Regards

Steven_L

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Re: Internet keeps on disconnecting

Okay thanks for the help

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Re: Internet keeps on disconnecting

You're very welcome @Curtiso97.

 

Regards

Steven_L

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