Internet randomly cuts out

[kramutis123]

Throughout the day my internet connections cuts out and is unusable for 10 seconds to 5 minutes 

• drop outs are affecting all devices.(my pc connected through Ethernet disconnects and my mobile device)

• they occur random but frequently.

• drop outs are over both WiFi and wired.

resetting my router Dosent help as problem still persists 

[jbrennand]

Have you checked first for “known network faults”

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

Then, can you do this
_________________

First 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, Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before unless you have the New Hub4 when you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

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

[kramutis123]

  TimePriorityDescription11/07/2021 14:57:54Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;QOS=1.1;CM-VER=3.0;11/07/2021 14:55:51Warning!RCS Partial Service;CM-QOS=1.1;CM-VER=3.0;11/07/2021 14:55:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-QOS=1.1;CM-VER=3.0;11/07/2021 14:55:49Warning!RCS Partial Service;CM-QOS=1.1;CM-VER=3.0;11/07/2021 14:55:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-QOS=1.1;CM-VER=3.0;11/07/2021 14:55:45Warning!RCS Partial Service;CM-QOS=1.1;CM-VER=3.0;11/07/2021 14:55:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-QOS=1.1;CM-VER=3.0;11/07/2021 14:55:45Warning!RCS Partial Service;CM--QOS=1.1;CM-VER=3.0;11/07/2021 14:55:45criticalSYNC Timing Synchronization failure - Loss of Sync;CM-QOS=1.1;CM-VER=3.0;11/07/2021 14:28:57Warning!RCS Partial Service;CM-QOS=1.1;CM-VER=3.0;11/07/2021 14:28:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-QOS=1.1;CM-VER=3.0;11/07/2021 14:28:54Warning!RCS Partial Service;CM-QOS=1.1;CM-VER=3.0;11/07/2021 14:28:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-QOS=1.1;CM-VER=3.0;11/07/2021 14:28:51Warning!RCS Partial Service;CM-QOS=1.1;CM-VER=3.0;11/07/2021 14:28:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-QOS=1.1;CM-VER=3.0;11/07/2021 14:23:5Warning!RCS Partial Service;CM-QOS=1.1;CM-VER=3.0;11/07/2021 14:15:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-14:15:56Warning!RCS Partial Service;CM-021 14:13:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM--QOS=1.1;CM-VER=3.0;11/07/2021 14:11:28Warning!RCS Partial Service;CM--QOS=1.1;CM-VER=3.0;
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	53700000	35.3	5120	64 qam	2
2	39399986	34.8	5120	64 qam	4
3	46199983	35.3	5120	64 qam	3
4	60299988	35.3	5120	64 qam	1

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Downstream bonded channels

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

1	331000000	1.7	38	256 qam	25
2	203000000	3.2	38	256 qam	9
3	211000000	3.2	38	256 qam	10
4	219000000	3.2	40	256 qam	11
5	227000000	3.2	38	256 qam	12
6	235000000	3	38	256 qam	13
7	243000000	2.9	38	256 qam	14
8	251000000	2.7	38	256 qam	15
9	259000000	2.5	40	256 qam	16
10	267000000	2.2	40	256 qam	17
11	275000000	1.9	38	256 qam	18
12	283000000	1.7	38	256 qam	19
13	291000000	1.5	38	256 qam	20
14	299000000	1.5	38	256 qam	21
15	307000000	1.5	38	256 qam	22
16	315000000	1.5	38	256 qam	23
17	323000000	1.7	38	256 qam	24
18	339000000	1.9	38	256 qam	26
19	347000000	2	38	256 qam	27
20	355000000	2	38	256 qam	28
21	363000000	2.2	38	256 qam	29
22	371000000	2.2	38	256 qam	30
23	379000000	2	38	256 qam	31
24	387000000	2.2	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	10529	69799
2	Locked	38.9	6440	79809
3	Locked	38.9	5501	99526
4	Locked	40.3	5466	116935
5	Locked	38.9	6275	91438
6	Locked	38.9	5482	109376
7	Locked	38.9	5877	93507
8	Locked	38.9	6369	90675
9	Locked	40.3	6804	91815
10	Locked	40.3	7380	72991
11	Locked	38.9	8354	70044
12	Locked	38.9	10263	72393
13	Locked	38.9	11997	66048
14	Locked	38.9	10318	66302
15	Locked	38.9	10937	69184
16	Locked	38.9	9804	67020
17	Locked	38.9	9522	66969
18	Locked	38.6	12360	65610
19	Locked	38.9	10222	69506
20	Locked	38.6	9747	64715
21	Locked	38.6	9786	72006
22	Locked	38.9	10296	65707
23	Locked	38.9	10472	62667
24	Locked	38.9	10762	71326

[jbrennand]

When was the last time you "reset" the Hub? Was that the full 60 second one as recommended on here?

Logs look a mess - lets see the BQM asap

Can you do this to clear RS errors.
_____________________________________________________________
Switch the Hub off and unplug it for a few minutes and then start up. When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour 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.

[kramutis123]

The last time it was reset was yesterday and it was reset for the full time what is a bqm?

[jbrennand]

See message 2

[kramutis123]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f80225e5777e587abe1f8a6c93abdebe42a86181-11-07-2021

[jbrennand]

Ok - needs ~24h to get a sensible picture - but early data is not looking good.

Whats happening on RS errors now?

[kramutis123]

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

these ?

[jbrennand]

That's T1-4 Upstream timeouts - post the Downstream RS error counts