04-07-2021 18:56 - edited 04-07-2021 18:59
Hi.
My parents wifi (wireless) connection is really slow or is not even loading webpages at times. Even when in the same room as the router.
Their router is pretty old I think, here is a picture of it https://ibb.co/jHGgWTq and I think it needs replacing and or their connection tweaking.
I can give further details. My mum has told me that she can't get through to speak to anyone on the phone.
Thank you.
on 04-07-2021 20:41
@stoffle wrote:Hi.
My parents wifi (wireless) connection is really slow or is not even loading webpages at times. Even when in the same room as the router.
Their router is pretty old I think, here is a picture of it https://ibb.co/jHGgWTq and I think it needs replacing and or their connection tweaking.
I can give further details. My mum has told me that she can't get through to speak to anyone on the phone.
Thank you.
it'll be difficult to work through this for your mother if you've not got delegated authority on teh account..
the hub you posted a picture of is the Hub2ac. Until about three months ago, VM were encouraging customers to swap these out for the Hub3 but there's currently a hardware shortage on the hub3, so they aren't swapping out hubs unless there's a proper fault.
that said, there are a few things that you can ask her to do before that gets in the way.. firstly, does she have any devices with an ethernet port that she can use to test with - i.e. is a wired connection any quicker / more stable?
next, it's worth posting up some details from the hub - browse to the hub on http://192.168.0.1 - don't log in, click Router Status (top right of page) - copy/paste the tables from the Upstream, Downstream and Network Log tabs back to this thread - you'll need multiple posts for this, the info wont all fit into a single one..
on 06-07-2021 16:08
Frequency (Hz) | 139000000 | 147000000 | 155000000 | 163000000 | 171000000 | 179000000 | 187000000 | 195000000 |
Lock Status(QAM Lock/FEC Sync/MPEG Lock) | Locked | Locked | Locked | Locked | Locked | Locked | Locked | Locked |
Channel ID | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 |
Modulation | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM | 256QAM |
Symbol Rate (Msym/sec) | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 | 6.952000 |
Interleave Depth | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 | I=12 J=17 |
Power Level (dBmV) | 10.44 | 10.46 | 10.43 | 10.22 | 10.90 | 11.09 | 11.15 | 11.08 |
RxMER (dB) | 36.84 | 37.09 | 36.84 | 36.84 | 37.09 | 37.36 | 37.36 | 37.64 |
Pre RS Errors | 1699 | 1016 | 16415 | 390571 | 61151 | 32676 | 5006 | 303 |
Post RS Errors | 291 | 298 | 292 | 310 | 283 | 302 | 319 | 301 |
on 06-07-2021 16:09
US-1US-2US-3US-4Channel Type2.02.02.02.0Channel ID1324Frequency (Hz)60300000462000005370000039400000Ranging StatusSuccessSuccessSuccessSuccessModulation64QAM64QAM64QAM64QAMSymbol Rate (Sym/sec)5120000512000051200005120000Mini-Slot Size2222Power Level (dBmV)40.5041.2541.0041.75T1 Timeouts0000T2 Timeouts0000T3 Timeouts0002T4 Timeouts0000
on 06-07-2021 16:10
06/07/2021 08:18:59 GMT | 06/07/2021 08:18:59 GMT | Error (4) | 68010302 | DHCP WAN IP - [MOD EDIT: REMOVED] |
06/07/2021 08:18:18 GMT | 06/07/2021 08:18:18 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/07/2021 08:18:17 GMT | 06/07/2021 08:18:17 GMT | Critical (3) | 82000200 | No Ranging Response received - T3 time-out |
06/07/2021 08:18:15 GMT | 06/07/2021 08:18:15 GMT | Error (4) | 68000407 | TOD established |
06/07/2021 08:18:03 GMT | 06/07/2021 08:18:03 GMT | Notice (6) | 84000510 | Downstream Locked Successfully |
06/07/2021 08:17:47 GMT | 06/07/2021 08:17:47 GMT | Critical (3) | 82000400 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
06/07/2021 08:17:47 GMT | 06/07/2021 08:17:47 GMT | Critical (3) | 82000400 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
06/07/2021 08:17:47 GMT | 06/07/2021 08:17:47 GMT | Critical (3) | 82000400 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
06/07/2021 08:17:47 GMT | 06/07/2021 08:17:47 GMT | Critical (3) | 82000400 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out |
06/07/2021 08:13:25 GMT | 06/07/2021 08:13:25 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
06/07/2021 08:13:25 GMT | 06/07/2021 08:13:25 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
06/07/2021 08:13:25 GMT | 06/07/2021 08:13:25 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
06/07/2021 08:13:25 GMT | 06/07/2021 08:13:25 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
06/07/2021 08:13:25 GMT | 06/07/2021 08:13:25 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
06/07/2021 08:13:24 GMT | 06/07/2021 08:13:24 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
06/07/2021 08:13:23 GMT | 06/07/2021 08:13:23 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
06/07/2021 08:13:22 GMT | 06/07/2021 08:13:22 GMT | Warning (5) | 84020200 | Lost MDD Timeout |
06/07/2021 08:13:19 GMT | 06/07/2021 08:13:19 GMT | Critical (3) | 84000500 | SYNC Timing Synchronization failure - Loss of Sync |
06/07/2021 08:13:19 GMT | 06/07/2021 08:13:19 GMT | Critical (3) | 84000500 | SYNC Timing Synchronization failure - Loss of Sync |
06/07/2021 05:53:06 GMT | 06/07/2021 05:53:06 GMT | Error (4) | 68010302 | DHCP WAN IP - [MOD EDIT: REMOVED] |
on 06-07-2021 16:11
on 06-07-2021 16:12
on 06-07-2021 19:14
Hi stoffle,
Thanks for posting on our community forums. We're sorry to see that your experiencing issues with our internet services and looking at your logs there are definitely some power level issues.
I have double checked from our end with the details your have provided form your community profile and can see that there is a downstream power level issue that we need to address.
As we will need to book a technician for this I am going to pop you over a private message to take some details from you.
Please click on the purple envelope to accept the chat.
Kind regards Jodi.