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Internet not working well

orangesmarties2
Joining in

Hi, my internet is not working well and hasn't been for a while. Frequent drop outs at certain times (not always).

Please could you let me know if the below stats look ok?

Downstream bonded channels

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

1354750000-0.933256 qam28
2202750000-134256 qam9
3210750000-134256 qam10
4218750000-1.433256 qam11
5226750000-1.735256 qam12
6234750000-237256 qam13
7242750000-2.537256 qam14
8250750000-2.538256 qam15
9258750000-1.736256 qam16
10266750000-0.735256 qam17
11274750000-0.733256 qam18
12282750000-134256 qam19
13290750000-0.736256 qam20
14298750000-0.533256 qam21
15306750000-0.933256 qam22
16314750000-0.537256 qam23
17322750000-0.538256 qam24
18330750000-0.537256 qam25
19338750000-0.235256 qam26
20346750000-0.434256 qam27
21362750000-1.533256 qam29
22370750000-234256 qam30
23378750000-234256 qam31
24386750000-2.234256 qam32



Downstream bonded channels

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

1Locked33-1049890542165673131
2Locked34.4871380494126770342
3Locked34.4383760695969839
4Locked33.8529337275246
5Locked35.54935946393
6Locked37.61645836382
7Locked37.6678473186
8Locked38.6157803015
9Locked36.6157582057
10Locked354604931154
11Locked33.3259040821774
12Locked34.4155292122556
13Locked36.319079591962
14Locked33.94380777133412
15Locked33.987969843940
16Locked37.3206901582
17Locked38.693371232
18Locked37.6165451001
19Locked35.76707768753
20Locked34.3-77736827474049
21Locked33-1387803679246871745
22Locked34.35242203762980388
23Locked34.910017054812179
24Locked34.9329777895612

Upstream bonded channels

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

14620000051512064 qam11
23940000051512064 qam12
35370000051512064 qam10
46030000051512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA00722
2ATDMA00790
3ATDMA00680
4ATDMA00731
1 ACCEPTED SOLUTION

Accepted Solutions

jbrennand
Very Insightful Person
Very Insightful Person
No thats awful - but can you start from a clean sheet by doing this
________________________________________________________

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 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.
____________

And post up the Network logs and do a BQM.....

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.

See where this Helpful Answer was posted

5 REPLIES 5

jbrennand
Very Insightful Person
Very Insightful Person
No thats awful - but can you start from a clean sheet by doing this
________________________________________________________

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 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.
____________

And post up the Network logs and do a BQM.....

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.

Hi, thanks for the quick reply. I just restarted the router and checked soon after (within 1 minute). There are already some post RS errors. See below.

Should I call for a VM tech to come out? I have also set up the broadband watch but there isn't enough data to show yet.

Downstream bonded channels

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

1234750000-1.238256 qam13
2138750000-0.538256 qam1
3146750000-0.438256 qam2
4154750000-0.438256 qam3
5162750000-0.438256 qam4
6170750000038256 qam5
7178750000038256 qam6
8186750000038256 qam7
9194750000040256 qam8
10202750000-0.238256 qam9
11210750000-0.238256 qam10
12218750000-0.540256 qam11
13226750000-0.938256 qam12
14242750000-1.738256 qam14
15250750000-1.740256 qam15
16258750000-138256 qam16
17266750000-0.240256 qam17
18274750000-0.238256 qam18
19282750000-0.240256 qam19
20290750000040256 qam20
21298750000038256 qam21
22306750000040256 qam22
23314750000040256 qam23
24322750000040256 qam24



Downstream bonded channels

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

1Locked38.967692951
2Locked38.9131315232
3Locked38.9416516840
4Locked38.9314424009
5Locked38.9257026114
6Locked38.6178224729
7Locked38.6222223949
8Locked38.6188023015
9Locked40.3427916297
10Locked38.9194722720
11Locked38.6302715841
12Locked40.3433215072
13Locked38.673516146
14Locked38.966843160
15Locked40.332012134
16Locked38.948311939
17Locked40.377184376
18Locked38.931669492
19Locked40.386372756
20Locked40.384582969
21Locked38.935148468
22Locked40.378731955
23Locked40.327591643
24Locked40.368101388

 

Upstream bonded channels

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

14619996649.5512064 qam11
23940001449.5512064 qam12
35369999649.5512064 qam10
46029998349.5512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

jbrennand
Very Insightful Person
Very Insightful Person
See how it goes for a while.

But PostRS errors on all channels are usually due to noise getting in the system. All you can do is check all the cabling for obvious damage, breaks, piercing etc - also that the connectors arent loose and are all in tight.

Just one question though... what devices have you got connected into the Hub on ethernet cables? Are those connections good? You could remove them one at a time for a few hours and see if the errors stop building up - if they do you will have identified the "source". Ethernet port Switches are a common culprit for causing a noise issue

If its all ok and they continue to rise you will need a Tech visit to investigate and see if they can track down the source and eliminate the variables. It can be a time consuming and protracted process. As the noise could also be getting in externally, from a neighbours connection for example

--------------------
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.

Something very bizarre happened - I re-checked the router stats and the RS counts have gone down! See below.

I will wait to see if it goes back up and if it does, call the tech support team.

Downstream bonded channels

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

1354750000040256 qam28
2202750000038256 qam9
3210750000-0.238256 qam10
4218750000-0.540256 qam11
5226750000-0.738256 qam12
6234750000-1.238256 qam13
7242750000-1.738256 qam14
8250750000-1.740256 qam15
9258750000-138256 qam16
10266750000-0.240256 qam17
11274750000-0.238256 qam18
12282750000-0.240256 qam19
13290750000040256 qam20
14298750000038256 qam21
15306750000040256 qam22
163147500000.240256 qam23
17322750000040256 qam24
183307500000.240256 qam25
193387500000.238256 qam26
20346750000040256 qam27
21362750000-0.440256 qam29
22370750000-138256 qam30
23378750000-138256 qam31
24386750000-1.438256 qam32



Downstream bonded channels

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

1Locked40.360
2Locked38.9130
3Locked38.950
4Locked40.360
5Locked38.950
6Locked38.950
7Locked38.900
8Locked40.900
9Locked38.900
10Locked40.350
11Locked38.950
12Locked40.350
13Locked40.350
14Locked38.940
15Locked40.9200
16Locked40.3190
17Locked40.3140
18Locked40.3150
19Locked38.9180
20Locked40.360
21Locked40.340
22Locked38.900
23Locked38.930
24Locked38.950

Hi @orangesmarties2 thanks for posting and welcome back to our community.

Sorry to hear you've been having internet drop outs.  We've had a look from our side and cannot find anything that explains your issue.  How have things been since posting?

Regards

Lee_R