My internet has been dropping for a couple of months

[crazyjeyesy]

I am in the SE20 area and my status update does show an issue... but it's been going on for so long now. Chatting to a chat bot is no help, nor ringing. I just get told the issue's being worked on (by a recorded message when ringing).

Is there a human out there who can help?

And yes, I've tried making sure the cables are secure and turning it off and on again. About a million times.

[Allen52]

---

@myccpay wrote:

I am in the SE20 area and my status update does show an issue... but it's been going on for so long now. Chatting to a chat bot is no help, nor ringing. I just get told the issue's being worked on (by a recorded message when ringing).

Is there a human out there who can help?

And yes, I've tried making sure the cables are secure and turning it off and on again. About a million times.

---

The issue is usually caused by one of the three things – the old driver for your wireless card, outdated firmware version on your router (basically the driver for the router) or settings on your router. Problems at the ISP end may sometimes also be the cause of the issue.

[crazyjeyesy]

Thanks. How do I check/fix any of these things?

[Andrew-G · Accepted solution]

Well, to take a look at the quality of your broadband connection, do the tollowing:

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts - ideally post the data after the hub's been running for a good few hours and when the connection is slow, because after a restart things may briefly look a lot better than they routinely are.

Next setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection.  Post a LINK to a LIVE, SHARED graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately.

[crazyjeyesy]

Thanks so much. Here's the downstream info...

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	330750000	-1.5	38	256 qam	25
2	202750000	-3.4	37	256 qam	9
3	210750000	-3.5	37	256 qam	10
4	218750000	-3.5	37	256 qam	11
5	226750000	-3.2	37	256 qam	12
6	234750000	-3.7	37	256 qam	13
7	242750000	-3.5	37	256 qam	14
8	250750000	-3.9	37	256 qam	15
9	258750000	-3.5	37	256 qam	16
10	266750000	-3.2	37	256 qam	17
11	274750000	-3	37	256 qam	18
12	282750000	-2.2	38	256 qam	19
13	290750000	-2.2	38	256 qam	20
14	298750000	-1.5	38	256 qam	21
15	306750000	-1.4	38	256 qam	22
16	314750000	-1.5	38	256 qam	23
17	322750000	-1.2	38	256 qam	24
18	338750000	-1	38	256 qam	26
19	346750000	-1.2	38	256 qam	27
20	354750000	-1	38	256 qam	28
21	362750000	-1	38	256 qam	29
22	370750000	-1.7	38	256 qam	30
23	378750000	-1.4	38	256 qam	31
24	386750000	-2	38	256 qam	32

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	47058	52170
2	Locked	37.3	1212441	54010
3	Locked	37.6	1660945	50753
4	Locked	37.3	2015143	52449
5	Locked	37.3	2333202	52434
6	Locked	37.6	2752725	57853
7	Locked	37.6	2680525	63671
8	Locked	37.6	2523482	66566
9	Locked	37.3	1852405	62429
10	Locked	37.6	922237	53306
11	Locked	37.6	301379	49629
12	Locked	38.6	118074	47537
13	Locked	38.6	60252	42507
14	Locked	38.6	43322	43285
15	Locked	38.9	30331	39967
16	Locked	38.6	28832	41270
17	Locked	38.9	35835	45385
18	Locked	38.6	51665	60397
19	Locked	38.9	47234	64621
20	Locked	38.9	58149	67689
21	Locked	38.6	57053	61561
22	Locked	38.9	82377	54473
23	Locked	38.9	102076	53452
24	Locked	38.9	144391	52614

[crazyjeyesy]

Here's the upstream...

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

1	25800000	44	5120	64 qam	5
2	32600000	44.5	5120	64 qam	4
3	39400000	45	5120	64 qam	3
4	46200000	46	5120	64 qam	2

Upstream bonded channelsChannel 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

[crazyjeyesy]

And here's the Network Log...

Network LogTime Priority Description

24/07/2021 11:18:19	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:17:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:17:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:16:44	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:16:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:15:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:15:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:15:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:15:13	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:14:39	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:14:37	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:14:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:14:18	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:08:0	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:07:59	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:07:20	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 11:07:16	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 10:59:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 10:59:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 10:57:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[crazyjeyesy]

Here's the BQM link as well...

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9edaf01366908ab9c245e630cd78822356095129

[Andrew-G]

High post-RS error counts indicate a downstream noise problem, and the network log confirms a very unreliable connection.  I'll flag your post for staff to advise.  

[Akua_A]

Hi @crazyjeyesy.

Welcome to our community forums and thank you for your first posts.

Sorry to hear you are having ongoing issues with intermittent service. We can understand the frustration of an ongoing issue.  

I have been able to access your account using forum details. I can see your have been experiencing an ongoing outage since  23 JUL 2021 20:17. Our teams are aware of the issue and are working to resolve this. The current estimated fix time is  02 AUG 2021 09:00. We apologise for any inconvenience caused during this down time.

We will work to resolve the issue as quick as possible and if you are still having issues we can further look into your personal service and work on a resolution.

Please get back to us when you can.

Thanks