Our internet connection 'pauses' over both WiFi/ethernet

[D-Man]

Basically something will be streaming on the TV, and it'll pause to a buffering state and stay there for several minutes at a time. Turning off the internet connection on the device and then turning back on will fix it. This happens across multiple house hold devices using the superhub 3.

+Bonus question, I want a mesh device to extend the WiFi through the house, what's a good option?

[Andrew-G]

Mesh, I'd recommend a TP-Link Deco M4 or S4.  Simple works a treat.  Around a hundred quid for a three unit set up.  But spend no money now, wait until the connection problem's been fixed, because that's not a wifi issue.  You can try phoning it in, although my expectations of VM's telephone support are very low, and I think there's a good chance you won't get much joy.  Or you can try the following:

After the hub has been running for about 12 or 24 hours without you restarting it, 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.

[D-Man]

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• Downstream
• Upstream
• Configuration
• Network Log

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Downstream bonded channels

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

1	266750000	-2.9	38	256 qam	17
2	202750000	-0.9	40	256 qam	9
3	210750000	-1.2	39	256 qam	10
4	218750000	-1.4	40	256 qam	11
5	226750000	-1.9	40	256 qam	12
6	234750000	-2.2	38	256 qam	13
7	242750000	-3.4	38	256 qam	14
8	250750000	-4.4	38	256 qam	15
9	258750000	-3.7	38	256 qam	16
10	274750000	-3	40	256 qam	18
11	282750000	-3.2	38	256 qam	19
12	290750000	-4	38	256 qam	20
13	298750000	-4.2	38	256 qam	21
14	306750000	-4.2	38	256 qam	22
15	314750000	-3.2	38	256 qam	23
16	322750000	-2.7	40	256 qam	24
17	330750000	-2.2	38	256 qam	25
18	338750000	-1.4	38	256 qam	26
19	346750000	-1.2	40	256 qam	27
20	354750000	-1.4	38	256 qam	28
21	362750000	-2.7	38	256 qam	29
22	370750000	-3.5	38	256 qam	30
23	378750000	-3.7	38	256 qam	31
24	386750000	-3.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	1456	0
2	Locked	40.3	777	0
3	Locked	39.8	883	0
4	Locked	40.3	1221	0
5	Locked	40.3	1913	0
6	Locked	38.9	980	0
7	Locked	38.9	1729	0
8	Locked	38.6	2708	0
9	Locked	38.9	4798	0
10	Locked	40.3	1658	0
11	Locked	38.9	1980	0
12	Locked	38.9	4635	0
13	Locked	38.9	4321	0
14	Locked	38.9	3993	0
15	Locked	38.9	2473	0
16	Locked	40.3	1718	0
17	Locked	38.9	1707	0
18	Locked	38.9	1311	0
19	Locked	40.3	1696	0
20	Locked	38.9	1280	0
21	Locked	38.6	2064	0
22	Locked	38.9	2775	0
23	Locked	38.9	2673	0
24	Locked	38.6	2540	0

[D-Man]

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Router status

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• Downstream
• Upstream
• Configuration
• Network Log

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Upstream bonded channels

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

1	53700000	50.5	5120	64 qam	2
2	46200000	49.5	5120	64 qam	3
3	39400000	49	5120	64 qam	4
4	60300263	51	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	13	0
2	ATDMA	0	0	8	0
3	ATDMA	0	0	9	0
4	ATDMA	0	0	11	0

[D-Man]

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Downstream bonded channels

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

1	266750000	-2.9	38	256 qam	17
2	202750000	-0.9	40	256 qam	9
3	210750000	-1.2	39	256 qam	10
4	218750000	-1.4	40	256 qam	11
5	226750000	-1.9	40	256 qam	12
6	234750000	-2.2	38	256 qam	13
7	242750000	-3.4	38	256 qam	14
8	250750000	-4.4	38	256 qam	15
9	258750000	-3.7	38	256 qam	16
10	274750000	-3	40	256 qam	18
11	282750000	-3.2	38	256 qam	19
12	290750000	-4	38	256 qam	20
13	298750000	-4.2	38	256 qam	21
14	306750000	-4.2	38	256 qam	22
15	314750000	-3.2	38	256 qam	23
16	322750000	-2.7	40	256 qam	24
17	330750000	-2.2	38	256 qam	25
18	338750000	-1.4	38	256 qam	26
19	346750000	-1.2	40	256 qam	27
20	354750000	-1.4	38	256 qam	28
21	362750000	-2.7	38	256 qam	29
22	370750000	-3.5	38	256 qam	30
23	378750000	-3.7	38	256 qam	31
24	386750000	-3.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.9	1456	0
2	Locked	40.3	777	0
3	Locked	39.8	883	0
4	Locked	40.3	1221	0
5	Locked	40.3	1913	0
6	Locked	38.9	980	0
7	Locked	38.9	1729	0
8	Locked	38.6	2708	0
9	Locked	38.9	4798	0
10	Locked	40.3	1658	0
11	Locked	38.9	1980	0
12	Locked	38.9	4635	0
13	Locked	38.9	4321	0
14	Locked	38.9	3993	0
15	Locked	38.9	2473	0
16	Locked	40.3	1718	0
17	Locked	38.9	1707	0
18	Locked	38.9	1311	0
19	Locked	40.3	1696	0
20	Locked	38.9	1280	0
21	Locked	38.6	2064	0
22	Locked	38.9	2775	0
23	Locked	38.9	2673	0
24	Locked	38.6	2540	0

[D-Man]

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Network Log

Time Priority Description

20/11/2021 07:31:50	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/11/2021 07:29:7	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2021 13:19:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/11/2021 09:53:8	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/11/2021 02:03:40	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/11/2021 21:53:7	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2021 12:52:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/11/2021 09:53:6	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/11/2021 10:08:55	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/11/2021 09:53:4	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/11/2021 12:14:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2021 21:53:3	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 15:03:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 10:53:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/10/2021 01:56:35	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2021 22:53:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2021 07:06:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2021 10:53:2	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2021 20:16:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2021 22:53:1	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Andrew-G]

Looks to me that downstream power levels are too varied, and the upstream has a noise issue, visible as the high power levels and many T3 timeouts.  I've marked for staff to take a look and comment.

[Hayley_S]

Hello @D-Man,

Welcome back! Thanks for posting.

I am sorry for the internet connection pauses.

I was unable to locate your account using your forums details, do you have your Hub away from other Bluetooth devices? Where is the Hub located in the home?

Many thanks,

[D-Man]

Its behind a TV, but theres no other bluetooth devices or anything near it. Its situated upstairs. The problem happens over powerline adapters, directly plugged in devices and over wifi.

[Adduxi]

---

@D-Man wrote:

Its behind a TV, but theres no other bluetooth devices or anything near it. Its situated upstairs. 

---

Can you try an Ethernet connection to the TV? Also the Hub shouldn’t be hidden behind anything, you really need it in the open, otherwise the TV is blocking your WiFi.