Multiple dropouts daily

[matt1loc]

I used  VM in my old house but have recently moved into a new area and decided to keep VM as I hadn't had no issues. Since moving into the new property I have been plagued with multiple dropouts daily.

This is both wired and wireless connections affected

Latest dropout time 21/04/2023 @ 0945

If anyone has any suggestions that would be great.

Gig1 Hub4

Log:  

Cable Modem Status
Item Status Comments
Cable Modem Status
Online

DOCSIS 3.1
Primary downstream channel
Locked

SC-QAM
Channel Overview Downstream Upstream
DOCSIS 3.0 channels
31

5
DOCSIS 3.1 channels
1

1

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
17 267000000 4.000000 40.366287 QAM256 17
1 139000000 7.500000 40.366287 QAM256 1
2 147000000 7.400002 40.366287 QAM256 2
3 155000000 6.699997 40.366287 QAM256 3
4 163000000 6.400002 40.366287 QAM256 4
5 171000000 6.000000 40.366287 QAM256 5
6 179000000 5.800003 40.366287 QAM256 6
7 187000000 5.599998 40.366287 QAM256 7
8 195000000 5.599998 40.366287 QAM256 8
9 203000000 5.300003 40.366287 QAM256 9
10 211000000 5.099998 40.366287 QAM256 10
11 219000000 5.000000 40.366287 QAM256 11
12 227000000 4.800003 40.366287 QAM256 12
13 235000000 4.800003 40.366287 QAM256 13
14 243000000 4.099998 40.366287 QAM256 14
15 251000000 3.900002 38.983261 QAM256 15
16 259000000 3.700001 38.983261 QAM256 16
18 275000000 3.900002 40.366287 QAM256 18
19 283000000 3.500000 40.366287 QAM256 19
20 291000000 3.400002 38.983261 QAM256 20
21 299000000 3.000000 38.605377 QAM256 21
22 307000000 3.200001 40.946209 QAM256 22
23 315000000 2.599998 40.366287 QAM256 23
24 323000000 2.500000 40.366287 QAM256 24
25 331000000 2.700001 40.366287 QAM256 25
26 339000000 3.299999 40.366287 QAM256 26
27 347000000 4.000000 40.946209 QAM256 27
28 355000000 3.299999 38.983261 QAM256 28
29 363000000 3.400002 40.946209 QAM256 29
30 371000000 3.200001 40.946209 QAM256 30
31 379000000 3.900002 40.366287 QAM256 31

3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
17 Locked 40.366287 0 0
1 Locked 40.366287 0 0
2 Locked 40.366287 0 0
3 Locked 40.366287 0 0
4 Locked 40.366287 0 0
5 Locked 40.366287 0 0
6 Locked 40.366287 0 0
7 Locked 40.366287 0 0
8 Locked 40.366287 0 0
9 Locked 40.366287 0 0
10 Locked 40.366287 0 0
11 Locked 40.366287 0 0
12 Locked 40.366287 0 0
13 Locked 40.366287 0 0
14 Locked 40.366287 0 0
15 Locked 38.983261 0 0
16 Locked 38.983261 0 0
18 Locked 40.366287 0 0
19 Locked 40.366287 0 0
20 Locked 38.983261 0 0
21 Locked 38.605377 0 0
22 Locked 40.946209 0 0
23 Locked 40.366287 0 0
24 Locked 40.366287 0 0
25 Locked 40.366287 0 0
26 Locked 40.366287 0 0
27 Locked 40.946209 0 0
28 Locked 38.983261 0 0
29 Locked 40.946209 0 0
30 Locked 40.946209 0 0
31 Locked 40.366287 0 0

3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1840 QAM4096 759

3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 41 0.6 3837450851 0

3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 49600000 45.770599 5120 KSym/sec 64QAM 1
2 23600000 44.020599 5120 KSym/sec 64QAM 5
3 30100000 44.020599 5120 KSym/sec 64QAM 4
4 36600000 45.020599 5120 KSym/sec 64QAM 3
5 43100000 45.520599 5120 KSym/sec 64QAM 2

3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_ATDMA 0 0 0 0
2 US_TYPE_ATDMA 0 0 0 0
3 US_TYPE_ATDMA 0 0 0 0
4 US_TYPE_ATDMA 0 0 0 0
5 US_TYPE_ATDMA 0 0 0 0

3.1 Upstream channels
Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
6 10.0 42.5 2K QAM128

3.1 Upstream channels
Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6 OFDMA 200 53.9 1 0

General Configuration
Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
kfoA,.iyewrkldJKDHSUBsgvc

Primary Downstream Service Flow
SFID
19822
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0

Primary Upstream Service Flow
SFID
19819
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
16320
Scheduling Type
bestEffort

[g0akc]

set up a BQM

[matt1loc]

Hi g0ack,

I've got one setup from this morning.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/edaf5d6172a58ea73d6cff16b64f136864...

[Carley_S]

Hi @matt1loc 

Welcome to the community forums. 

Sorry to hear you're having service issues. I have checked the systems at my side and cannot see any issues within the area or with your hub's specs at this time that might be causing this issue. Your BQM also looks good. 

Do you notice the issue happen at certain times of the day/night or on just one device at all? 

[matt1loc]

Hi Carley,

It wasnt so bad yesterday but today it has been very irritating. Here is todays BQM.

-Matt.

[Lee_R]

Hi @matt1loc thanks for getting back to us.

Sorry to hear that you're having an ongoing intermittent internet issue and for any inconvenience this may be causing you.  I've had a look at our systems from our side and I need to send you a private message.  Please look out for the purple envelope in the top right of your screen.  For future reference, you may wish to check for any possible issues in your area here. You can also book a technician via that link if needed.  However, as you've reached out to us, your private message will be in your inbox, very shortly.

Regards

Lee_R

[Lee_R · Accepted solution]

Hi @matt1loc thanks for getting back to me privately.  
This is just a quick note to confirm you're satisfied with the response and efforts of the forum team?  Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Please bear in mind, you can manage your account from here. Your online account, will give you access to your bills, show your package details, diagnose any possible faults and monitor any orders and appointments you may have. 
Regards
Lee_R