A couple of months ago I started getting really unstable internet access, every time I logged into the router it said "Access Denied" next to Internet. A reboot usually sorted it out, that then escalated to hours or days which needed a factory reset according to the phone support team. In the end they sent an engineer who said the signal was in the right range but at the low end so he fitted a booster splitter and swapped out the hub for a new white one.
Since then it's been okay but now it's gone off again with the same message, I've been through the support process and they're sending an engineer again but has anyone got any thoughts about this that might help?
I've put my logs below, this feels like something weirder than the usual type of queries, there's no local faults and the automated tests don't seem to yield anything iinteresting - the logs clearly show a fault but I finddon't know how to interpret them.
Thanks in advance.
Time Priority Description
REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Have you checked the 'Check Service Status' at the top of the page ?
If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.
Go round all the accessible co-ax connections and ensure that they are finger tight.
If everything above is OK we need do some troubleshooting; to start with …
Can you set up a Broadband Quality Monitor (BQM) atthinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Copy and paste the contents of the Downstream and Upstream tabs onto here, if you get a yellow warning click the Post button again.
Sorry to hear about your internet issue. I've had a look at your account and can see that you've spoken to an agent since you last posted and that an engineer has been arranged. Please let us know if there are any issues after the visit so we can take another look.