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Poor wifi after rewiring - Hub 3.0

AANMVM1
Joining in

Hi.

We've been struggling to get reliable internet connectivity for a while now. A few months back we had a VM technician come over and replace our wifi hub (3.0) and rewire connection to the house. Seems mobile device connectivity (iOS or Android) is often an issue- even if showing strong signal and connectivity, items don't load or take a very long time. Bigger devices like laptops seem more reliable, but there will be spikes when connection is weak or interrupted.

Any help appreciated - this is so frustrating and disruptive.

I setup a BMQ a few weeks back:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d83b04e8f14b59c1e5854cd0c8cd44dd775a7905

 

Also, the following is diagnostic info taken from the Hub:

General Configuration
Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt060-b.cm


Primary Downstream Service Flow
SFID 9736
Max Traffic Rate 287500061
Max Traffic Burst 42600
Min Traffic Rate 0


Primary Upstream Service Flow
SFID 9735
Max Traffic Rate 27500061
Max Traffic Burst 42600
Min Traffic Rate 0
Max Concatenated Burst 42600
Scheduling Type BestEffort

 

 

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 235000000 -0.2 38 256 qam 13
2 243000000 -0.5 38 256 qam 14
3 251000000 -0.7 38 256 qam 15
4 259000000 -0.7 38 256 qam 16
5 267000000 -0.5 38 256 qam 17
6 275000000 -0.7 38 256 qam 18
7 283000000 -1.2 38 256 qam 19
8 291000000 -1 38 256 qam 20
9 299000000 -0.5 38 256 qam 21
10 307000000 -0.4 38 256 qam 22
11 315000000 0 38 256 qam 23
12 323000000 0 38 256 qam 24
13 331000000 -0.2 38 256 qam 25
14 339000000 0 38 256 qam 26
15 347000000 -0.2 38 256 qam 27
16 355000000 -0.4 38 256 qam 28
17 363000000 -0.2 38 256 qam 29
18 371000000 -1.2 38 256 qam 30
19 379000000 -1 38 256 qam 31
20 387000000 -0.9 38 256 qam 32
21 395000000 -1.5 38 256 qam 33
22 403000000 -1.4 38 256 qam 34
23 411000000 -1.9 38 256 qam 35
24 419000000 -2.5 38 256 qam 36


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 1168 3
2 Locked 38.6 961 0

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 30100000 45 5120 64 qam 8
2 49600000 45.8 5120 64 qam 4
3 36600000 45.5 5120 64 qam 6
4 43100000 45.5 5120 64 qam 5
5 23600000 45 5120 64 qam 11


Upstream bonded channels
Channel 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 1 0
4 ATDMA 0 0 1 0
5 ATDMA 0 0 2 0


3 Locked 38.9 2461 11
4 Locked 38.6 2962 1
5 Locked 38.6 4677 33
6 Locked 38.9 2694 19
7 Locked 38.9 1207 15
8 Locked 38.6 1776 30
9 Locked 38.9 661 18
10 Locked 38.9 611 3
11 Locked 38.6 499 0
12 Locked 38.9 276 0
13 Locked 38.9 425 0
14 Locked 38.9 368 2
15 Locked 38.6 344 0
16 Locked 38.6 463 14
17 Locked 38.9 341 11
18 Locked 38.6 241 0
19 Locked 38.9 191 12
20 Locked 38.6 277 15
21 Locked 38.9 576 1
22 Locked 38.9 535 0
23 Locked 38.9 345 0
24 Locked 38.9 323 10

ime Priority Description
17/04/2023 20:10:4 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


17/04/2023 19:56:37 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


17/04/2023 19:41:22 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


17/04/2023 19:41:18 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;


15/04/2023 12:52:9 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/04/2023 00:39:11 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/04/2023 12:20:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/04/2023 02:14:7 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/04/2023 00:06:3 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

06/04/2023 14:14:7 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/04/2023 11:47:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/04/2023 07:43:13 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/04/2023 19:44:16 notice NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/04/2023 19:34:2 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/04/2023 19:33:36 notice NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/04/2023 19:24:27 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/04/2023 19:24:26 notice NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/04/2023 18:50:16 notice NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/04/2023 18:49:54 notice NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18 REPLIES 18

AANMVM1
Joining in

Just to provide an update following Zach's previous post.

Can confirm that a VM technician - who was really helpful and pro-active -came out to take a look end of last week. The following was changed:

  • Some tests he ran on our router indicated the router was not working 100% as expected: a replacement was provided and connected
  • Some checks on connectivity from street to our house were checked: adjustments made on cable into router from outside 
  • Some advice was provided on network setup at home - including how a network switch was connected up to the router

It seems that a combination of the above has made big improvements to the quality of our wifi and speed.

Can confirm connectivity has been much stronger and more reliable over the last few days. There have been some losses in connection, but far fewer than before. There may be some other things to amend with the network switch setup too - which I'll post in another thread to request some advice - which was something the technician advised to look at further.

Today's BQM looks better (I think):

AANMVM1_0-1684761496782.png

 

Thanks.

Hello AANMVM1,

Thanks for the update. Glad to hear things have improved since the engineers visit.

Can you please keep us informed of any changes for the rest of this week.

Gareth_L

AANMVM1
Joining in

Hi Gareth_L,

 

Just to provide an update: following the site visit a couple of weeks back:

  • First couple of days after - service was good, strong signal, fast performance generally speaking - all looked good.
  • Afterwards, by end of the second day and into that evening, we began to see intermittent slowing down or disconnection on devices as before - not as severe, but noticeable
  • Another technician come out on site who ran some tests, and found issues with our connection and performance - he was surprised at the low levels and drop in connection speeds he saw whilst testing. He then advised a new wire should be laid from street to our house - and made arrangements for a job to be carried out. 
  • The new cable was put in at the weekend, Saturday lunchtime. 
  • Performance and connectivity were looking much improved as before - but I'm sorry to say, over the last couple of days, the same issues have arisen: losses in connection and/or slow, laggy performance on devices, even if the connection speeds are shown to be very fast.

Not sure what else to do: we will be testing with other mobile and tablet devices - in case it is something with the devices rather than connectivity, but it is frustrating to not have this resolved after so much work has been put into this - can't fault the support and efforts of the technicians that have come out to us so far. 

AANMVM1
Joining in

Just thought I'd add BQM snapshots over recent days in case it is of any use/help.

Last Sat (new connection put in around lunchtime-  hence the big red blotch!):

AANMVM1_4-1686065119970.png

 

 

Sunday:

 

AANMVM1_5-1686065160786.png

 

 

 

Mon:

AANMVM1_6-1686065231002.png

 

 

Today:

 

AANMVM1_7-1686065274074.png

 

 

Thank you for the update @AANMVM1 

I have had a look into your service and it does appear that there is an issue with your hub power levels. To best resolve this, we may need to book an engineer visit. For this reason, I have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

Thanks,

Akua_A
Forum Team

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Akua_A
Forum Team
Forum Team

Great! Please let us know how the appointment goes and if you need any further help.

Thanks,

Akua_A
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


AANMVM1
Joining in

Hi.

Just another update.

A couple of Wednesday's ago - we had another onsite visit. This time we had two technicians, who were I have to say were superb - really helpful, patient and considerate. They cleared up a lot of outside cabling and pipework to our property (Which has built-up over recent months with the different bits of work carried out and not always tidied up as well as it should have been) and made it all very neat. They also carried out a number of checks and tests around the house. 

When they left, our new Hub 5.0 that we've been upgraded to was working very well - strong wifi signal across the house (which wasn't the case before) and good connection speeds - all looking good.

Then sadly, more of the same pattern - wifi signal being flaky: showing as being connected (At very high speeds) without Internet on various devices. 

Can see in the new BQM monitor - some snapshots attached - from recent days over the last 14 days or so showing variability and loss of data/connection.

Not sure how we can work out what the root cause is - would be a relief to know if it is something really simple and obvious. Its quite exasperating and disruptive to rely on mobile phone tethering at various stages during the day!

 

15/06/23:

AANMVM1_0-1687778623407.png

 

 

AANMVM1_1-1687778705775.png

 

AANMVM1_6-1687780909865.png

 

AANMVM1_7-1687780950120.png

 

 

 

AANMVM1_3-1687778799270.png

 

AANMVM1_4-1687778880233.png

 
 
 
 

AANMVM1_0-1687780235484.png

 

AANMVM1_1-1687780482891.png

 

AANMVM1_2-1687780517649.png

 

AANMVM1_3-1687780584800.png

 

AANMVM1_4-1687780619805.png

 

AANMVM1_5-1687780651800.png

 

 

 

 

David_Bn
Forum Team
Forum Team

Thanks for the update @AANMVM1, and I'm sorry to hear that the services have again since deteriorated.

Check out the envelope in the top right hand corner for a private message from me, and I'll take some details, before then reporting this back to the local area field managers.

Kindest regards,

David_Bn 

AANMVM1
Joining in

Latest update. Think some more progress has been made. 

Another site visit arranged on Tuesday this week - again, can only praise the engineer sent out to us. Really professional and diligent. He carried out more tests after noting signal was not right on arrival. He also made some tweaks with a couple of connection points with the cabling outside the house and verified signal was in spec. 

Since then, we noticed a more stable wifi signal, with good performance in terms of speed for most of the day - and this also helped me to notice one element I think may be another part of the problem:

  • We have a network switch connected to our router (Hub 5.0)
  • This is an unmanaged tp-link switch (5 port) used to connect additional devices
  • When connected, after a period, am noticing that performance does start to degrade, 
  • When trying to go to the hub's admin portal (192.168.1.0) - it seems to clash with the Hub - and am presented with a prompt to authenticate with the tp-link switch 
  • It seems that perhaps there is a clash on the network between the switch on the router.
  • Taking out the switch does restore speed and connectivity, and the outages previously experienced were a much smaller number than experienced
  • Assuming a remaining part of the puzzle is the switch, now that the connections into the house and wifi signal seem better, can anyone advise how to resolve the switch/router issue?

 

Thanks.