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mcr007
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Rubbish connection stability

For the last week or so my connection is utter RUBBISH.

I get regular cut outs where audio on Zoom calls etc. goes silent.The issues affects LAN and Wifi - there have been no changes in my house.

My power levels do seem to have dropped in the router page.

This is making working from home IMPOSSIBLE and having a real impact on my ability to do my job.

As a backup I now have Vodafone broadband, which whilst only ~75mbps is much more stable. The virgin 1gbps I am paying for is becoming worthless and I am close to just cancelling.

Status page says no faults on broadband in my area.

Any last ideas before I cancel?

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jbrennand
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Re: Rubbish connection stability

As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

If nothing shows on there post up the hub stats as per...
______________________________________________-

In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before [on the New Hub4 I think you do] click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages 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.

Also, in the meantime... If you haven’t already, set up a free and secure “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” (as per instructions on the TB website) when it starts to develop.

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

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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mcr007
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Re: Rubbish connection stability

3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 330750000 1.700001 38.605377 QAM256 25
9 202750000 2.900002 38.983261 QAM256 9
10 210750000 3.200001 40.366287 QAM256 10
11 218750000 3.500000 40.366287 QAM256 11
12 226750000 3.099998 38.983261 QAM256 12
13 234750000 2.700001 40.366287 QAM256 13
14 242750000 2.700001 38.983261 QAM256 14
15 250750000 2.500000 38.983261 QAM256 15
16 258750000 2.500000 40.366287 QAM256 16
17 266750000 2.400002 40.366287 QAM256 17
18 274750000 2.299999 40.366287 QAM256 18
19 282750000 2.200001 38.983261 QAM256 19
20 290750000 1.799999 38.983261 QAM256 20
21 298750000 1.900002 38.605377 QAM256 21
22 306750000 1.599998 38.983261 QAM256 22
23 314750000 1.500000 40.366287 QAM256 23
24 322750000 1.700001 38.983261 QAM256 24
26 370750000 0.700001 38.983261 QAM256 26
27 378750000 0.900002 38.983261 QAM256 27
28 386750000 0.599998 38.983261 QAM256 28
29 394750000 0.099998 38.983261 QAM256 29
30 402750000 -0.099998 38.983261 QAM256 30
31 410750000 0.000000 38.605377 QAM256 31
32 418750000 0.099998 38.605377 QAM256 32
33 426750000 0.099998 38.983261 QAM256 33
34 434750000 0.000000 38.605377 QAM256 34
35 442750000 0.000000 38.605377 QAM256 35
36 450750000 -0.299999 38.605377 QAM256 36
37 458750000 -0.700001 38.605377 QAM256 37
38 466750000 -0.500000 38.983261 QAM256 38
39 474750000 -0.500000 38.983261 QAM256 39


3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 Locked 38.605377 1 0
9 Locked 38.983261 0 0
10 Locked 40.366287 0 0
11 Locked 40.366287 13189 0
12 Locked 38.983261 0 0
13 Locked 40.366287 0 0
14 Locked 38.983261 0 0
15 Locked 38.983261 406 0
16 Locked 40.366287 77 0
17 Locked 40.366287 0 0
18 Locked 40.366287 25179 0
19 Locked 38.983261 0 0
20 Locked 38.983261 0 0
21 Locked 38.605377 0 0
22 Locked 38.983261 0 0
23 Locked 40.366287 0 0
24 Locked 38.983261 0 0
26 Locked 38.983261 0 0
27 Locked 38.983261 0 0
28 Locked 38.983261 0 0
29 Locked 38.983261 0 0
30 Locked 38.983261 0 0
31 Locked 38.605377 0 0
32 Locked 38.605377 0 0
33 Locked 38.983261 0 0
34 Locked 38.605377 1 0
35 Locked 38.605377 0 0
36 Locked 38.605377 3 0
37 Locked 38.605377 2 0
38 Locked 38.983261 2 0
39 Locked 38.983261 0 0


3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 96 4K 1880 QAM4096 759


3.1 Downstream channels
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 Locked 38 -6.6 3029606497 3786

 

 


3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 25800000 41.270599 5120 KSym/sec 64QAM 12
2 32600000 41.770599 5120 KSym/sec 64QAM 11
3 39400000 42.270599 5120 KSym/sec 64QAM 10
4 46200000 42.270599 5120 KSym/sec 64QAM 9


3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 US_TYPE_STDMA 0 0 3 0
2 US_TYPE_STDMA 0 0 1 0
3 US_TYPE_STDMA 0 0 0 0
4 US_TYPE_STDMA 0 0 0 0

 

 

 

 

 


Refresh data
Network Log
Time Priority Description
Mon May 24 19:45:33 2021 3 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Wed May 26 17:17:41 2021 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed May 26 17:17:41 2021 6 DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Thu May 27 10:30:31 2021 3 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;

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lotharmat
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Message 4 of 7
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Re: Rubbish connection stability

The hub stats look ok to me - Hang tight for VM Forum staff!

The log shows T3 timeouts which can cause disconnects from the CMTS - SOmething is clearly wrong!

Please do set up the BQM as @JBrennand suggests - it will really help to diagnose and prove there are isues!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Gareth_L
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Message 5 of 7
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Re: Rubbish connection stability

Hello mcr007

Thanks for your post 

I have had a look at the signal levels from here and its showing a slight issue with your upstream power levels

Which will need an engineer to come out 

If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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mcr007
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Message 6 of 7
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Re: Rubbish connection stability

Can you clarify "slight issue"? Too weak? Too strong?

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Ayisha_B
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Message 7 of 7
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Re: Rubbish connection stability

Hi @mcr007,

 

The power levels would be out of the specifications we'd expect therefore a technician would be required to correct these. 

 

I can see you have responded to Gareth's PM. As he is out of the office this weekend, I will PM you now so we can get the visit arranged. 

Ayisha_B
Forum Team



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