Still issues with Wifi after area fix completed

[MartJ]

A couple of week's back we were having problems with Wifi connections dropping out or not being able to connect, occasionally issues with the wired connection as week, I was told that there was a fault in the area and if the issues still occurred then to comeback. I got a message earlier this week to say work had been complete, but we are still getting some issues with network dropping out both on Wifi and Wired connections. I have rebooted the Hub4 a few times but doesn't seem to make much difference. Another issue which may or may not be connected is that my wife's laptop seems not to be able to connect to the 5ghz signal (we have our SSID's split one for 2.4 the other for 5 as some devices won't work on the "mixed wifi") via the inline VM Wifi Extenders, but can connect to the 2.4ghz, it was connecting OK a week ago.

Perhaps some one could take a look at our network remotely to see if we still have the same issues picked up a couple of weeks back.

Regards

[jem101]

Look guys, this really is truly pathetic isn’t it? It is screamingly obvious that the Hub is faulty, wouldn’t surprise me to find that one or more of the internal antennae has fallen off due to the, well not really ‘Apple’, level of build quality! The slope on the downstream channels, in itself, isn’t necessarily an issue, but, it does hint that something else is going on as well. 

Now whatever may or may not be happening on the DOCSIS side, this wouldn’t, well OK shouldn’t, effect the WiFi broadcast, even if the WAN side was completely shot, the SSID should still be being broadcast and able to be connected to, (naturally if the WAN side is down you won’t get anywhere, but at least it should connect).*

So you definitely need a replacement hub, now depending on what else might be happening, a new hub may well fix the WAN connectivity issues as well, or maybe not, but best to cross that bridge when we come to it!

So, message to the forum team, please stop messing about as this really is ‘Basic Network Connectivity troubleshooting 101’, no? Organise a tech visit and have the hub swopped out!

Oh, and to the OP, one technique that I have heard of being used, not that I would in any way condone it, is to disconnect the hub completely, call VM’s customer services, and report a complete loss of internet connectivity. They’ll ask you to reboot the hub, tell them what colours the LEDs are on it etc. Just make anything up, ‘well the bottom LED looks like ‘puce’ to me, and the top one is alternating between ‘tangerine’ and a fetching shade of ‘grey’!’  No I have no internet connectivity, but the hub is making noises which sound like the first five bars of Beethoven’s Fifth Symphony!

Ideally, they’ll conclude that the hub is shot and arrange a replacement, alternatively if the conversation goes along the lines of; ‘what’s that you say, “oh that’s all perfectly normal and a manager will call me back within 24 hours!”, excellent, bye then!’

Then you might want to consider if VM is a company you want to be giving money to!

* Yes I do know that in this case the hub will periodically reset itself in an attempt to connect, and it will look for all the world like a reboot and the WiFi will temporarily go off, but in general…..

[MartJ]

Another day goes by after replying to a Mods question and getting no response to that answer for the 3rd Time. 

[MartJ]

Given I am not going to get any response today (not really much different from previous days) I though I would post my logs as we have had a day of frequent disconnects both wired and via WiFi, the WiFi disconnects are causing my wife's phone to dip into her data plan which is costing her, does the same on mine but I have a free Ultimate Oomph Sim card for which there is currently no charges.

Downstream

3.0 Downstream channels

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

25	331000000	2.7	39	QAM256	25
1	139000000	8.8	40.4	QAM256	1
2	147000000	8.6	40.4	QAM256	2
3	155000000	8.2	40.4	QAM256	3
4	163000000	7.6	40.4	QAM256	4
5	171000000	6.9	40.4	QAM256	5
6	179000000	6.6	40.4	QAM256	6
7	187000000	6.3	40.4	QAM256	7
8	195000000	6	40.4	QAM256	8
9	203000000	5.7	40.4	QAM256	9
10	211000000	5.5	40.9	QAM256	10
11	219000000	5.4	40.4	QAM256	11
12	227000000	5.6	40.4	QAM256	12
13	235000000	5.6	40.4	QAM256	13
14	243000000	5.6	40.4	QAM256	14
15	251000000	5.5	40.4	QAM256	15
16	259000000	5.5	40.4	QAM256	16
17	267000000	5.2	40.4	QAM256	17
18	275000000	4.8	40.4	QAM256	18
19	283000000	4.3	40.4	QAM256	19
20	291000000	3.8	40.4	QAM256	20
21	299000000	3.2	40.4	QAM256	21
22	307000000	2.7	40.4	QAM256	22
23	315000000	2.5	39	QAM256	23
24	323000000	2.4	40.4	QAM256	24
26	339000000	3	40.4	QAM256	26
27	347000000	3.1	40.4	QAM256	27
28	355000000	2.6	39	QAM256	28
29	363000000	2.6	39	QAM256	29
30	371000000	2.5	40.9	QAM256	30
31	379000000	2.4	40.4	QAM256	31

3.0 Downstream channels

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

25	Locked	38.983261	0	0
1	Locked	40.366287	0	0
2	Locked	40.366287	0	0
3	Locked	40.366287	0	0
4	Locked	40.366287	0	0
5	Locked	40.366287	0	0
6	Locked	40.366287	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	40.366287	0	0
10	Locked	40.946209	0	0
11	Locked	40.366287	0	0
12	Locked	40.366287	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	40.366287	0	0
18	Locked	40.366287	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	38.983261	0	0
24	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	38.983261	0	0
29	Locked	38.983261	0	0
30	Locked	40.946209	0	0
31	Locked	40.366287	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

39

-3.4

1230177238

3758

[MartJ]

Upstream

3.0 Upstream channels

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

1	36600000	40	5120 KSym/sec	64QAM	3
2	23600000	39	5120 KSym/sec	64QAM	5
3	30100000	39.5	5120 KSym/sec	64QAM	4
4	43100000	40.5	5120 KSym/sec	64QAM	2
5	49600000	41	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	3	0
3	US_TYPE_STDMA	0	0	1	0
4	US_TYPE_STDMA	0	0	2	0
5	US_TYPE_STDMA	0	0	3	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.0

35.5

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

2

0

[MartJ]

Network Logs (won't take long to read as it appears Hub is not recording anything

[Roger_Gooner]

Are you saying that the last log entries you saw were dated 16 December?

[MartJ]

Yes I am.

Seems they only appear after I reboot router, but then either fail to record after reboot or just disappear again. 
I believe there is an issue with the Hub, convincingly VM is the issue, as they just keep asking every few days do Istill have a problem, I say yes, get no answer until they ask the same question again. A bit like Groundhog Day, but not funny. 

[MartJ]

Can a Mod from VM please respond to answers the questions you have asked and also to my suggestion for a replacement hub to see if this resolves the connectivity is, it is extremely frustrating not to get an response when I have responded to questions asked by Mods.

[MartJ · Accepted solution]

After going via the complaints process on the VM Webchat an engineer appointment was made for today, originally from this after, but he came at 10 this morning instead. 

I showed him the evidence I had collected and he took a look at the set up I have, removed the "very old splitter" on the coax as these were noted at problematic. The outcome of his visit is that the HUB was replaced as it appeared to be faulty and the line extenders removed as we no longer need them as we now have an improved signal around 88% upstairs. Devices have connect to the 5 ghz network without issue, he split the SSIDs for me so those devices that can only work on 2.4ghz have a dedicated connection.

Hopefully these changes will resolve the issue and said he will call me in a week to see how things are going.

[Roger_Gooner]

Well, that took a long time to resolve. As a matter of interest, what hub do you now have?