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MSpark88
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Wifi dropping out multiple times a day

Hi all, 

For the last week or so I have been having problems where my internet will drop out, its happening a lot, almost 3 or 4 times hourly now. 

I have had the Superhub 4 for about 4 months and up until now, its been working fine. I haven't changed any of the settings or location before the issues started, they just seemed to start on their own. I have tried diagnosing the problem with Virgin's online service, and have restarted the router a few times as well and nothing so far has cured the problem.

I use a few phones and tablets on the WifFi, and have a wired laptop (wired via powerline adapter) which is also affected by the drop outs.

I have read through a couple of similar threads on here so yesterday I set up a broadband quality monitoring account in case that shows up something obvious. For others that have had this problem, did you manage to resolve it? 

Cheers! 

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jbrennand
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Re: Wifi dropping out multiple times a day

Post up a link to the BQM and also all the data from the Hub settings

--------------------
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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MSpark88
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Re: Wifi dropping out multiple times a day

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MSpark88
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Re: Wifi dropping out multiple times a day

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0
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MSpark88
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Re: Wifi dropping out multiple times a day

3.0 Downstream channels

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

25331000000-13.50000033.956509QAM25625
10211000000-9.79999935.779911QAM25610
11219000000-10.09999835.595078QAM25611
12227000000-10.70000134.345688QAM25612
13235000000-11.50000035.083549QAM25613
14243000000-12.00000035.083549QAM25614
15251000000-12.40000234.925610QAM25615
16259000000-13.00000034.925610QAM25616
17267000000-13.20000134.925610QAM25617
18275000000-13.40000234.483570QAM25618
19283000000-13.70000134.925610QAM25619
20291000000-13.79999934.925610QAM25620
21299000000-13.70000134.345688QAM25621
22307000000-13.40000234.345688QAM25622
23315000000-13.20000134.345688QAM25623
24323000000-13.09999834.345688QAM25624
26339000000-13.00000034.483570QAM25626
27347000000-12.50000034.483570QAM25627
28355000000-12.50000034.345688QAM25628
29363000000-12.50000033.956509QAM25629
30371000000-12.40000233.834164QAM25630
31379000000-12.79999933.956509QAM25631
32387000000-12.90000233.956509QAM25632
33395000000-13.20000133.834164QAM25633
34403000000-13.59999833.486542QAM25634
35411000000-14.00000033.486542QAM25635
36419000000-14.50000033.376591QAM25636
37427000000-14.90000233.062504QAM25637
38435000000-15.29999933.269352QAM25638
39443000000-15.09999833.376591QAM25639
40451000000-16.00000033.376591QAM25640



3.0 Downstream channels

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

25Locked33.9565096740
10Locked35.77991110
11Locked35.59507850
12Locked34.345688870
13Locked35.08354940
14Locked35.083549120
15Locked34.925610230
16Locked34.925610180
17Locked34.925610570
18Locked34.483570610
19Locked34.925610760
20Locked34.9256101250
21Locked34.3456882280
22Locked34.3456882530
23Locked34.3456884080
24Locked34.3456885060
26Locked34.4835705120
27Locked34.4835703860
28Locked34.3456885820
29Locked33.9565096430
30Locked33.8341649280
31Locked33.95650912120
32Locked33.95650912430
33Locked33.83416417110
34Locked33.48654221950
35Locked33.48654226450
36Locked33.37659138570
37Locked33.06250463990
38Locked33.26935244760
39Locked33.37659128170
40Locked33.37659122760



3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM256759


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked29-21.665476011189
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MSpark88
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Re: Wifi dropping out multiple times a day

3.0 Upstream channels

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

14620000056.5205995120 KSym/sec64QAM3
23260000055.7705995120 KSym/sec64QAM5
33940000056.2705995120 KSym/sec64QAM4
45370000056.5205995120 KSym/sec64QAM2



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

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MSpark88
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Message 7 of 31
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Re: Wifi dropping out multiple times a day

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cxv9873254k;fg87dsfd;kfoA



Primary Downstream Service Flow

SFID
29813
Max Traffic Rate
117000047
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
29808
Max Traffic Rate
10500047
Max Traffic Burst
16320
Min Traffic Rate
0
Max Concatenated Burst
16320
Scheduling Type
bestEffort

 

Network Log

Time Priority Description

Thu Jan 1 00:01:25 19703No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 07:31:48 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 07:50:51 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 08:17:58 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 08:38:09 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 08:46:54 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 09:41:49 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 09:45:01 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 09:57:16 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 10:07:00 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 10:45:20 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 11:30:42 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 11:39:58 20216CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: 326664; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 11:47:42 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 11:59:57 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 12:11:37 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 12:32:37 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 12:50:18 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 13:02:34 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 13:05:22 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 13:23:19 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 13:42:38 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 14:43:42 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 14:59:45 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 15:12:00 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 15:25:08 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 16:00:00 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 16:05:01 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 16:17:16 20215DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 17:30:51 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 17:51:11 20213Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 18:23:06 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 18:24:36 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 27; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 18:25:46 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 18:25:51 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 18:25:51 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 18:25:52 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 18:25:52 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 10; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 18:25:52 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 18:25:57 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 18:25:58 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 18:25:58 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Jun 20 18:26:02 20216CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
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sophist
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Message 8 of 31
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Re: Wifi dropping out multiple times a day

The BQM looks terrible..

your downstream power levels area all too low, you will need an engineer visit. Forum staff will get to this thread in a couple of days and should arrange one or you can call in on 150 from a vm line or 0345 454 1111 from any other (08:00 is the best time to do it)

MSpark88
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Message 9 of 31
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Re: Wifi dropping out multiple times a day

Haha yep there’s a lot of red on there huh? Thanks I will try and call tomorrow, I phoned earlier and just got the automated service which did a reset but still no better. Will an engineer need access to our router or is it something they do from the nearest cabinet? 

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MSpark88
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Message 10 of 31
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Re: Wifi dropping out multiple times a day

I’ve got a technician booked for Wednesday so fingers crossed they can sort out the problem, the WiFi has now completely died and hasn’t been on since the early hours of this morning! https://www.thinkbroadband.com/broadband/monitoring/quality/share/90ae49059f63da140139a0895f661ff871... 

 

 

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