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kramutis123
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Internet randomly cuts out

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 

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jbrennand
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Re: Internet randomly cuts out

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

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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kramutis123
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Re: Internet randomly cuts out

  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
15370000035.3512064 qam2
23939998634.8512064 qam4
34619998335.3512064 qam3
46029998835.3512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0000

 

Downstream bonded channels

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

13310000001.738256 qam25
22030000003.238256 qam9
32110000003.238256 qam10
42190000003.240256 qam11
52270000003.238256 qam12
6235000000338256 qam13
72430000002.938256 qam14
82510000002.738256 qam15
92590000002.540256 qam16
102670000002.240256 qam17
112750000001.938256 qam18
122830000001.738256 qam19
132910000001.538256 qam20
142990000001.538256 qam21
153070000001.538256 qam22
163150000001.538256 qam23
173230000001.738256 qam24
183390000001.938256 qam26
19347000000238256 qam27
20355000000238256 qam28
213630000002.238256 qam29
223710000002.238256 qam30
23379000000238256 qam31
243870000002.238256 qam32



Downstream bonded channels

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

1Locked38.91052969799
2Locked38.9644079809
3Locked38.9550199526
4Locked40.35466116935
5Locked38.9627591438
6Locked38.95482109376
7Locked38.9587793507
8Locked38.9636990675
9Locked40.3680491815
10Locked40.3738072991
11Locked38.9835470044
12Locked38.91026372393
13Locked38.91199766048
14Locked38.91031866302
15Locked38.91093769184
16Locked38.9980467020
17Locked38.9952266969
18Locked38.61236065610
19Locked38.9

10222

69506
20Locked38.6974764715
21Locked38.6978672006
22Locked38.91029665707
23Locked38.91047262667
24Locked38.91076271326
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jbrennand
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Message 4 of 22
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Re: Internet randomly cuts out

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.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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kramutis123
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Message 5 of 22
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Re: Internet randomly cuts out

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

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jbrennand
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Message 6 of 22
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Re: Internet randomly cuts out

See message 2

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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kramutis123
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Re: Internet randomly cuts out

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f80225e5777e587abe1f8a6c93abdebe42a86181-11-07-2021
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jbrennand
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Message 8 of 22
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Re: Internet randomly cuts out

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

Whats happening on RS errors now?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 9 of 22
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Re: Internet randomly cuts out

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

these ?

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jbrennand
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Message 10 of 22
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Re: Internet randomly cuts out

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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