WiFi dropping

[Frazer_Carlisle]

Good evening,

I’m currently on the m250 but over the past month internet dropouts have been getting worse and worse. My partner works from home and some days is having to work entirely from her work dongle as she can’t rely on connection during conference calls. We use WiFi on all devices as none are in the same room as the router.

I’ve tried resetting / restarting the router and no luck.

What advice is there for next steps as using the app/website I’m going round in circles with no option to raise an issue !

thanks  

[Frazer_Carlisle]

sorry just to add, this evening I was using my laptop in the same room as the router, around 1m away on wireless and it dropped connection! (Apologies , i couldn’t see where to amend post)

[Sephiroth]

If you are in the same room and WiFi drops, then it usually means that your circuit has dropped.

It would be useful to see your Downstrem and upstream stats from 192,168.0.1 to see if there is anything obvious in the power levels or SNR.

[Frazer_Carlisle]

Hi @Sephiroth,

Im logged in there now, where are these details found you are asking for sorry? I have the following tabs

• Home
• Connected devices
• Modem mode
• Advanced settings
• Admin

[Client62]

Having logged in to our Hub it would be :

    Advanced Settings >>> Tools >>> Network Status


Before logging into our Hub it would be :

   Check router status

[Frazer_Carlisle]

Thanks for quick reply! Hopefully this helps ....

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	659000000	Locked
Ranged Upstream Channel (Hz)	36600000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	659000000	-0.2	40	256 qam	32
2	475000000	-1	40	256 qam	9
3	483000000	-0.4	40	256 qam	10
4	491000000	-0.5	40	256 qam	11
5	499000000	-0.2	40	256 qam	12
6	507000000	-0.5	40	256 qam	13
7	515000000	0	40	256 qam	14
8	523000000	-0.4	38	256 qam	15
9	531000000	-0.5	40	256 qam	16
10	539000000	0	40	256 qam	17
11	547000000	-0.7	40	256 qam	18
12	555000000	0	40	256 qam	19
13	563000000	-0.2	40	256 qam	20
14	571000000	0	40	256 qam	21
15	579000000	0	40	256 qam	22
16	587000000	-0.5	40	256 qam	23
17	595000000	-0.2	40	256 qam	24
18	603000000	-0.4	40	256 qam	25
19	611000000	0	40	256 qam	26
20	619000000	0	40	256 qam	27
21	627000000	0.2	40	256 qam	28
22	635000000	-0.2	40	256 qam	29
23	643000000	-0.5	40	256 qam	30
24	651000000	-0.2	40	256 qam	31

Downstream bonded channels

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

1	Locked	40.3	73	0
2	Locked	40.3	269	0
3	Locked	40.3	146	0
4	Locked	40.3	101	0
5	Locked	40.3	64	0
6	Locked	40.9	141	0
7	Locked	40.3	92	0
8	Locked	38.9	139	0
9	Locked	40.3	129	0
10	Locked	40.3	90	0
11	Locked	40.3	159	0
12	Locked	40.9	90	0
13	Locked	40.3	172	0
14	Locked	40.3	102	0
15	Locked	40.3	135	0
16	Locked	40.3	212	0
17	Locked	40.3	151	0
18	Locked	40.3	167	0
19	Locked	40.9	124	0
20	Locked	40.9	106	0
21	Locked	40.3	102	0
22	Locked	40.3	101	0
23	Locked	40.9	345	0
24	Locked	40.9	96	0

[Frazer_Carlisle]

Refresh data

Upstream bonded channels

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

1	36600000	40.8	5120	64 qam	9
2	30100000	41	5120	64 qam	10
3	49600000	40.8	5120	64 qam	7
4	23599961	40.8	5120	64 qam	11
5	43100000	40.8	5120	64 qam	8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	8	0
2	ATDMA	0	0	10	0
3	ATDMA	0	0	10	0
4	ATDMA	0	0	14	0
5	ATDMA	0	0	11	0

[Sephiroth · Accepted solution]

Those stats are OK - at least at the instant they were taken.  The T3 events are usually nothing to worry about if the other stats are fine, which they are.  Your upstream is operating at maximum efficiency; your downstream has non-correctable data errors and al other levels are normal.

How long does the dropout last?  And during this period, are you able to examine and record your stats?

[Zach_R]

Hi @Frazer_Carlisle,

Thank you for your posts and welcome back to our community forums. We're here to help.

I'm very sorry to hear you've been experiencing some connection issues recently. I've just checked over things on our systems and I'm unable to detect any faults currently to explain this. Is this problem ongoing for you today?

Thanks,
 

[Frazer_Carlisle]

Yes its still occurring daily.  Its quite difficult to run a test when it happens as its only for around 30-60 seconds and I am not often using my personal laptop. 

Its usually happening while my partner works at home (when the least amount of wifi connections are running) and sometimes on an evening we notice it on our photos if on wifi watching tv (not streaming).

Neither of these explain why it should be dropping as its not as if there is heavy usage during either time.