Random Wif

[houman]

Hi,

My broadband wifi has been kept disconnected since a couple of weeks ago. no changes in speed or the number of connected devices. It happens more upstairs but can happen downstairs as well.

I contacted them and they said that they would investigate it that could take 30 days! Internet is so unreliable that I need to use mobile data for my calls or meetings

I got some data from the router that I can post here:

PostRs errors:

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

1	Locked	38.6	224	0
2	Locked	37.6	836	0
3	Locked	38.6	589	0
4	Locked	37.6	314	0
5	Locked	37.6	187	0
6	Locked	37.6	302	1896
7	Locked	38.6	414	0
8	Locked	38.6	349	0
9	Locked	38.9	206	0
10	Locked	38.9	509	0
11	Locked	38.6	271	0
12	Locked	38.6	268	0
13	Locked	37.6	325	0
14	Locked	37.6	824	0
15	Locked	37.6	2434	0
16	Locked	37.6	1954	0
17	Locked	38.6	326	0
18	Locked	38.6	564	0
19	Locked	38.6	254	0
20	Locked	38.9	359	0
21	Locked	38.6	307	0
22	Locked	38.9	192	0
23	Locked	38.6	227	0
24	Locked	38.6	173	0

and Timeouts:

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	4	0
2	ATDMA	0	0	8	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	4	0
5	ATDMA	0	0	4	0

I also have some critical issues on the network like "No Ranging Response received - T3 time-out". The messages contain devices MAC but I could not find these devices in the list of connected devices.

Any idea?

[jbrennand]

Can you do this...

Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
++++++++++++++++++++++++++++++++++++++=
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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

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

[houman]

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 227000000 4.5 38 256 qam 12
2 139000000 7.6 37 256 qam 1
3 147000000 7.5 38 256 qam 2
4 155000000 7.1 37 256 qam 3
5 163000000 7 37 256 qam 4
6 171000000 7 37 256 qam 5
7 179000000 6.8 38 256 qam 6
8 187000000 6.8 38 256 qam 7
9 195000000 6.4 38 256 qam 8
10 203000000 6 38 256 qam 9
11 211000000 5.5 38 256 qam 10
12 219000000 5 38 256 qam 11
13 235000000 4 37 256 qam 13
14 243000000 3 37 256 qam 14
15 251000000 1.5 37 256 qam 15
16 259000000 2.2 37 256 qam 16
17 267000000 4.3 38 256 qam 17
18 275000000 4.9 38 256 qam 18
19 283000000 5.1 38 256 qam 19
20 291000000 5.3 38 256 qam 20
21 299000000 5.6 38 256 qam 21
22 307000000 5.4 38 256 qam 22
23 315000000 5.5 38 256 qam 23
24 323000000 5.8 38 256 qam 24

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 38.6 240 0
2 Locked 37.3 874 0
3 Locked 38.6 624 0
4 Locked 37.6 328 0
5 Locked 37.6 195 0
6 Locked 37.6 321 1896
7 Locked 38.6 440 0
8 Locked 38.6 367 0
9 Locked 38.9 216 0
10 Locked 38.6 529 0
11 Locked 38.9 289 0
12 Locked 38.6 277 0
13 Locked 37.6 339 0
14 Locked 37.3 863 0
15 Locked 37.6 2520 0
16 Locked 37.3 2021 0
17 Locked 38.6 339 0
18 Locked 38.9 587 0
19 Locked 38.9 264 0
20 Locked 38.6 382 0
21 Locked 38.9 330 0
22 Locked 38.9 201 0
23 Locked 38.6 238 0
24 Locked 38.6 186 0

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 30099928 38.3 5120 64 qam 4
2 43100092 38.8 5120 64 qam 2
3 49600000 39.3 5120 64 qam 1
4 36600000 38.5 5120 64 qam 3
5 23600044 38 5120 64 qam 5

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 4 0
2 ATDMA 0 0 9 0
3 ATDMA 0 0 1 0
4 ATDMA 0 0 4 0
5 ATDMA 0 0 5 0

Time Priority Description
25/03/2023 09:38:22 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2023 01:20:29 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2023 00:56:57 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2023 21:22:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/03/2023 11:41:8 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2023 20:40:31 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/03/2023 13:20:29 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 04:30:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/03/2023 01:20:29 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/03/2023 22:29:57 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 23:41:57 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/03/2023 23:41:55 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 02:54:21 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/03/2023 02:53:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2023 20:16:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/03/2023 17:51:22 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
05/03/2023 11:50:13 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/03/2023 05:51:22 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/03/2023 02:20:11 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Live graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f0e5808e9c26fcbf5550d09eb59a187fc8...

[Reece_MH]

Hi houman 👋

Thanks for your post and a warm welcome to our Community Forums.

I'm sorry to hear you're experiencing some problems with frequent disconnections on your service. I've taken a look on our side, and can see that some levels are out of specification. However, I can also see that your Hub has been online for more than 20 days.

Can you please reboot your Hub by switching it off at the back for 30 seconds before switching it back on? This will allow us to get a more accurate reading.

Thanks,

[houman]

I restarted the modem as you said. but it is still happing. Just a moment ago, the modem went off for a while and then came back.

It is annoying and unreliable. 

[Molly_T]

Hi Houman 👋 welcome to community! thank you for posting!

Sorry to hear about these issues with your connection. Having had a quick look for you there does appear to be a number of disconnections happening on your hub over the past month. I can also see a couple of potential issues at the local exchange, and so think you would benefit from an engineers appointment. 
I will send you a PM to confirm a few account details and get this booked in for you in the first available slot. You can find the PM 📩 in the top right corner of the page in your Inbox. 

We will return to this public thread with another update when possible. Thanks for your patience in the meantime! Wishing you all the best. 🌞