Wifi randomly dropping out with Deco 5 Mesh

[MV202021]

Hi Community, 

My wifi signal drops out randomly when working, frozen video on Teams, buffering etc. Wifi signal is still and always strong

My virgin hub is in modem mode and i've got 3 Decos M5. This network seems to work very well (i've been impressed).

My BQM also looks a bit funny

The readings from my router status are below:

I kneel at your collective wisdom, it's looks to me like something funny with upstream T3 timeouts.

Any help would be most appreciated. 

Marc 

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

1	507000000	-3.5	38	256 qam	13
2	411000000	-0.7	38	256 qam	1
3	419000000	-0.2	38	256 qam	2
4	427000000	-1.2	38	256 qam	3
5	435000000	-0.5	38	256 qam	4
6	443000000	-1	38	256 qam	5
7	451000000	-1.5	38	256 qam	6
8	459000000	-1.7	38	256 qam	7
9	467000000	-2.2	38	256 qam	8
10	475000000	-1.2	38	256 qam	9
11	483000000	-2	38	256 qam	10
12	491000000	-1.2	38	256 qam	11
13	499000000	-2	38	256 qam	12
14	515000000	-2	38	256 qam	14
15	523000000	-3	38	256 qam	15
16	531000000	-3.5	38	256 qam	16
17	539000000	-2.7	38	256 qam	17
18	547000000	-3.2	38	256 qam	18
19	555000000	-3.2	38	256 qam	19
20	563000000	-3.7	38	256 qam	20
21	571000000	-3.7	38	256 qam	21
22	579000000	-4.5	38	256 qam	22
23	587000000	-5	38	256 qam	23
24	595000000	-4.2	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	2756	0
2	Locked	38.9	2391	23
3	Locked	40.3	2229	72
4	Locked	40.3	2403	31
5	Locked	40.3	1908	42
6	Locked	40.3	2053	10
7	Locked	40.3	2178	19
8	Locked	38.9	1894	18
9	Locked	38.9	2081	1
10	Locked	40.9	1745	62
11	Locked	38.9	1962	26
12	Locked	38.9	2499	35
13	Locked	38.9	2380	0
14	Locked	38.9	2216	14
15	Locked	38.9	2920	20
16	Locked	38.6	3224	19
17	Locked	38.9	3399	15
18	Locked	38.6	3479	27
19	Locked	38.9	3475	10
20	Locked	38.6	3930	15
21	Locked	38.6	4275	19
22	Locked	38.6	9064	14
23	Locked	38.9	7292	27
24	Locked	38.9	7720	38

Upstream bonded channels

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

1	46200010	48.3	5120	64 qam	3
2	39400127	47.5	5120	64 qam	4
3	32600006	49.5	5120	64 qam	5
4	25800058	48	5120	64 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	14	0
2	ATDMA	0	0	15	0
3	ATDMA	0	0	13	0
4	ATDMA	0	0	14	0

[Andrew-G]

Downstream power levels look to be a suspiciously wide range, and the upstream tmeouts look to indicate trouble as well.  Try a pinhole reset of the hub.  That'll come back on in router mode, but as the forum staff will want the hub in router mode to check levels I'd temporarily leave the hub in router mode, and use the Deco app to swap the M5's to access point mode.  Then check BQM plus upstream and downstream data after a few hours and see what's happening.

As and when you appear to have nice clean, reliable connection, then change the hub back to modem mode and the Deco's back to router mode.

[Megan_L]

Hi MV202021,

Thanks for using the forums to get this issue with your broadband services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you. 

May I ask you for a bit more information so we can understand your specific issue like -

• Does this problem occur on Ethernet connected PC’s/Consoles as well as WIFI devices?
• Does the hub start to show other lights when the connection issue occurs?

Thank you for using the BMQ graph to show your issue, this helps us a lot when investigating on our side!
I can see from looking at your services that your Hub does have some power level issues that are out of spec, mainly on your downstream power levels which would explain the symptoms you're describing! This will need an engineer to fix.

I'll send you a PM now so we can get this booked in for you.
Thanks,
Megan_L

[Megan_L]

Hi MV202021,

Thanks for chatting with me in our PM, I have booked an engineer for your out of spec downstream levels 🙂

If you need to check, change or cancel your appointment, you can do so on your Online Account. 

Just for future issues with your services and for any other users that are looking at this thread for help, I have a few links below that might help with general issues - 

• Our Service Checker is a good tool to use to check if there are any area outages ongoing with Broadband, TV, Landline and Mobile. It usually lets you know what is wrong and how long it's going to take for the engineers to fix (estimated time of course) 
• We also have a good section for faults on our website here - Help Website - it will give you flows for diagnosing and rectifying faults on a multitude of aspects. A really good link to bookmark!  

Please let us know how the visit goes, if you need further help after the visit, we will be more than happy to continue investigating!

Thanks,

Megan_L

[legacy1]

For better wireless get a AP
https://www.amazon.co.uk/gp/product/B07MZYNBFK/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&psc=1
https://www.amazon.co.uk/gp/product/B0893NRVPP/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&psc=1