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Router keeps disconnecting

westindieman
On our wavelength

My broadband keeps disconnecting a least once per day sometimes more which causes a disruption to me working from home, TV recordings or watching recordings. What can I do to recognise the issue?

23 REPLIES 23

jbrennand
Very Insightful Person
Very Insightful Person
See this
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Firstly... can we check… are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thank you, its not just WIFI as the 2 TV boxes are hardwired, the connection light on the router flashes then as it starts reconnecting the wifi light flashes green I think. I think the hub light is flashing white when this happens but will pay more attention when it happens again. I have a hub3

jbrennand
Very Insightful Person
Very Insightful Person
OK see this...
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Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return dont log in
just click on the “router status” icon/text at bottom-middle of the Login page.

Then 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 page. 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
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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

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

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

1226750000-2.538256 qam12
2218750000-2.238256 qam11
3234750000-2.740256 qam13
4242750000-2.539256 qam14
5250750000-2.740256 qam15
6258750000-2.740256 qam16
7266750000-2.938256 qam17
8274750000-2.540256 qam18
9282750000-2.938256 qam19
10290750000-338256 qam20
11298750000-2.738256 qam21
12306750000-338256 qam22
13314750000-338256 qam23
14322750000-3.238256 qam24
15330750000-2.738256 qam25
16338750000-338256 qam26
17346750000-3.238256 qam27
18354750000-3.538256 qam28
19362750000-3.440256 qam29
20370750000-3.538256 qam30
21378750000-3.738256 qam31
22386750000-3.540256 qam32
23394750000-438256 qam33
24402750000-4.238256 qam34

 

 

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

1Locked38.927514
2Locked38.96700
3Locked40.31990
4Locked39.81240
5Locked40.31970
6Locked40.3740
7Locked38.91010
8Locked40.3510
9Locked38.9520
10Locked38.9720
11Locked38.9550
12Locked38.9390
13Locked38.6500
14Locked38.9520
15Locked38.9430
16Locked38.9380
17Locked38.9330
18Locked38.9530
19Locked40.3180
20Locked38.9350
21Locked38.9390
22Locked40.3220
23Locked38.9260
24Locked38.9350

 

Upstream bonded channels

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

14310000051512064 qam2
23010000051512064 qam4
33660000051512064 qam3
44960000051512064 qam1
52360000049.8512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0010
3ATDMA0010
4ATDMA0010
5ATDMA0000



Network Log

Time Priority Description

23/10/2022 14:33:7noticeLAN login Success;CM-MAC=*************;CMTS-MAC=**************;CM-QOS=1.1;CM-VER=3.0;
22/10/2022 13:27:57criticalNo Ranging Response received - T3 time-out;CM-MAC=**************;CMTS-MAC=****************;CM-QOS=1.1;CM-VER=3.0;
22/10/2022 13:05:13criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=******************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.0;
22/10/2022 12:49:46Warning!RCS Partial Service;CM-MAC=*************;CMTS-MAC=****************;CM-QOS=1.1;CM-VER=3.0;
22/10/2022 07:24:0criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=*************;CMTS-MAC=***************;CM-QOS=1.1;CM-VER=3.0;
22/10/2022 06:46:19Warning!RCS Partial Service;CM-MAC=*******************;CMTS-MAC=***************;CM-QOS=1.1;CM-VER=3.0;
22/10/2022 06:33:24criticalNo Ranging Response received - T3 time-out;CM-MAC=*******************;CMTS-MAC=****************;CM-QOS=1.1;CM-VER=3.0;
22/10/2022 06:15:13criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=*****************;CMTS-MAC=0***************;CM-QOS=1.1;CM-VER=3.0;
22/10/2022 00:02:5criticalNo Ranging Response received - T3 time-out;CM-MAC=*************;CMTS-MAC=************;CM-QOS=1.1;CM-VER=3.0;
21/10/2022 11:27:54Warning!RCS Partial Service;CM-MAC=***********;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
21/10/2022 09:32:44criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=***********;CMTS-MAC=***********;CM-QOS=1.1;CM-VER=3.0;
19/10/2022 20:40:5criticalNo Ranging Response received - T3 time-out;CM-MAC=*************;CMTS-MAC=***********;CM-QOS=1.1;CM-VER=3.0;
18/10/2022 12:51:3Warning!RCS Partial Service;CM-MAC=***********;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
18/10/2022 12:36:21criticalNo Ranging Response received - T3 time-out;CM-MAC=4****************;CMTS-MAC=**************;CM-QOS=1.1;CM-VER=3.0;
18/10/2022 12:19:20criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**********;CMTS-MAC=***************;CM-QOS=1.1;CM-VER=3.0;
18/10/2022 12:15:24criticalNo Ranging Response received - T3 time-out;CM-MAC=***********;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;
18/10/2022 12:15:0criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**********;CMTS-MAC=***********;CM-QOS=1.1;CM-VER=3.0;
18/10/2022 12:15:0criticalRanging Request Retries exhausted;CM-MAC=***********;CMTS-MAC=***********;CM-QOS=1.1;CM-VER=3.0;
18/10/2022 12:14:17criticalNo Ranging Response received - T3 time-out;CM-MAC=************;CMTS-MAC=***********CM-QOS=1.1;CM-VER=3.0;
18/10/2022 09:36:45criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=***********;CMTS-MAC=*************;CM-QOS=1.1;CM-VER=3.0;

jbrennand
Very Insightful Person
Very Insightful Person
Stats are within spec but the Up channels all seem to be maxing out and that can be an issue - there are PostRs and T3 errors too - so can we start from a clean sheet...
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Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. See if the Up powers have changed at all

Then check every few hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Thats great help thank you. I will do this in the week at some point when I get chance.

Ive done the reset this morning and noticed the connector to the hub wasnt tight, I possibly didnt pay enough attention when I assembled everything. Hope that might have something to do with the issue but we'll see over the week.

Hi westindieman,

Thank you for reaching back out to us and for your recent post, glad to hear that you have possibly found the reason for your intermittent connection which was a loose connection, this can caused so many issues if they aren't hand tight.

If you do have any further issues or need any support, please do not hesitate to reach back out, and please keep us updated.

Regards

Paul.