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Upload drops out every few minutes for 10-20 seconds at a time

joe4465
Tuning in

Hi,

For the past year or so, our upload totally drops for around 10-20 seconds every few minutes, this makes video calls and gaming impossible.

I've tried:

  • restarting the hub
  • replacing the hub (free upgrade from virgin)
  • running the hub in modem only mode with a seperate wifi router
  • both wired and wifi

I've had BQM running for a while but I think it looks fine?

BQM

Please help!

Thanks 

43 REPLIES 43

Sephiroth
Alessandro Volta

Perhaps you could post the modem stats (upstream/downstream & network logs).  Then we might spot something that isn't right.

We'd be looking for upstream modulation fluctuations or high power levels.

The Forum Team take a couple of days to get to a post and any additional evidence you post here will assist your case.

Seph - ( DEFROCKED - My advice is at your risk)

Beth_G
Forum Team
Forum Team

Hi joe4465

Thanks for your post, welcome back to the forums!

Sorry to hear you've been experiencing some issues with your connection. Your BQM looks spot on to be honest, are you noticing an intermittent connection across both wired and wireless devices?

We've tried to run further diagnostics but it looks like you may be in modem mode. If you could please pop back into router mode when you get the chance and let us know if the issues persist, and we can then run further tests to see what may be causing this.

Keep us posted 😊

Beth

Sephiroth
Alessandro Volta

I presume that they want to rule out your equipment as a drop out cause.   But here’s the catch: it’ll be just your luck that when they are checking (the couple of minutes allocated to that task), all will be well and we are no further forward. If you are not using a Hub 5X, Do pls take my advice and post your modem stats particularly if you do it during an outage.  The community is good at this and the elders know their stuff. 

Regarding your setup-please describe it and reconfirm that both WiF and Ethernet cut out fot those 30 or so seconds. The BQM should have reflected the dropout and indeed it is too goodto be true unless you are on Full fibre ( and the I wouldn’t expect modem mode to work). 

Seph - ( DEFROCKED - My advice is at your risk)

I have put the router back into router mode, I will see if the issues persist over the next week.

Thanks the the reply, i've attached images for the stats and logs (if there is a better way to add this info, please let me know).Screenshot 2024-07-07 at 10.19.49.pngScreenshot 2024-07-07 at 10.20.06.pngScreenshot 2024-07-07 at 10.20.12.pngScreenshot 2024-07-07 at 10.25.06.pngScreenshot 2024-07-07 at 10.25.53.pngScreenshot 2024-07-07 at 10.26.03.pngScreenshot 2024-07-07 at 10.25.58.png

Hey,

I will wait for it to happen this week and then grab some stats, is it everything from here that I need to post?
Screenshot 2024-07-07 at 10.28.04.png

 

My setup was, hub 4 (modem mode), router (connected to the hub over ethernet), devices connected over wifi.
My setup is now, hub 4 (router mode), devices connected over wifi.

I will order an ethernet cable to confirm the same happens on ethernet.

Thanks again

jim3108
On our wavelength

This exact thing has been happening to me. Most noticeable when on Teams calls or RDP where the upload channel drops out for about 10 pings and then comes back again. I can see/hear the other side but they can't see/hear me for that period. It seems to happen once or twice per hour. I tried logging a support call and they just fobbed me off.

Have you found any reason for this?

I haven't yet, but interestingly it didn't happen yesterday with my hub in router mode. Not sure if it's a fluke, or it's actually my AP, or it's something to do with the hub firmware when in modem mode.

Do you have your hub in modem or router mode?

Sephiroth
Alessandro Volta

WiFi is a total crapshoot.  Drop-outs usually occur because of channel contention (or someone standing in front of the base WiFi router!).

The acid test for trying to locate the cause is to assess this against a wired device.  In such cases of drop-out, it's nearly always a circuit issue (when it's not the PC operating system suddenly getting busy).

The upstream is a delicate thing.  For a start, the channels operate in a noise-susceptible part of the RF spectrum (which is why you don't see high QAM numbers on the Docsis 3.0 channels).  Also, the spectrum is confined to a 5 to 65 MHz range into which all users in a locality must fit, the allocated range varying from segment to segment.

When you want to transmit on the upstream, you request what is known as a "mini-slot".  You'll get the first available mini-slot and that will allow a number of symbols onto the upstream, and so on until all your data has been sent.  You can imagine how congested that might get at peak times - notice might.  

It won't be your hardware, nor any firmware.

Seph - ( DEFROCKED - My advice is at your risk)