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deano2012
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constant disconnection

good afternoon' lately my broadband connection has been really bad to the point were it just decides to go off whenever it feels like it and with having two boys home schooled is not great'  have also noticed lately when it goes off and then comes back on the WIFI light on the front of the hub 3 starting flashing really fast for about a minute then stops' have lost count the amount of times we have factory reset the hub to no avail its driving me nuts now to the point of changing providers any help would be great thanks. he are my router stats too

Downstream bonded channels

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

13230000000.938256 qam24
2139000000238256 qam1
31470000001.538256 qam2
4155000000238256 qam3
5163000000140256 qam4
61710000001.540256 qam5
71790000001.440256 qam6
8187000000140256 qam7
91950000000.540256 qam8
10203000000140256 qam9
112110000000.738256 qam10
12219000000140256 qam11
13227000000-0.238256 qam12
142350000000.240256 qam13
15243000000-0.738256 qam14
16251000000-138256 qam15
172590000000.240256 qam16
18267000000-0.438256 qam17
19275000000140256 qam18
202830000000.238256 qam19
21291000000038256 qam20
222990000001.440256 qam21
23307000000-0.240256 qam22
24315000000140256 qam23



Downstream bonded channels

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

1Locked38.940771344
2Locked38.94544168336572
3Locked38.62051543441132
4Locked38.92288357433677
5Locked40.35857790275868
6Locked40.31484136208610
7Locked40.310082661247333
8Locked40.335538937186
9Locked40.378122948
10Locked40.360812281
11Locked38.960022027
12Locked40.364342036
13Locked38.973492349
14Locked40.373982191
15Locked38.978532134
16Locked38.967431894
17Locked40.359111828
18Locked38.960141668
19Locked40.367122736
20Locked38.954171573
21Locked38.943051762
22Locked40.343013001
23Locked40.341041541
24Locked40.343032669

 

Upstream bonded channels

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

16030001746512064 qam1
23940000045512064 qam4
34620004145512064 qam3
45370003145512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0020
2ATDMA0060
3ATDMA0000
4ATDMA0000

 



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jbrennand
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Re: constant disconnection

The RS errors and T3's may be an issue. Can you follow this procedure to start from a blank sheet
_________________________________________________________

First switch the Hub off for 5 minutes AND unplug it from the mains. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then Do a Hub “pinhole reset” - make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 seconds, release the pin, leave for 10’ to stabilise - dont manually switch it off at any time.

When done, check back in the settings and ensure that the RS error counts have all reset to 0. Then check every hour or two for the next day or two to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

Then, Post up your Hub/network RS data again & the network logs (without Mac addresses)

Also, in the meantime... if you haven’t already, set up a free and secure “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph” (as per instructions on the TB website) when it starts to develop.

https://www.thinkbroadband.com/broadband/monitoring/quality

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John
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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.
deano2012
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Re: constant disconnection

Thanks John’ I have checked everything and all connections are tight I have also noticed after a few days from a reboot or factory reset the Post RS Errors start to sky rocket again so i think I’m gonna need an engineer to sort the issue unfortunately:(  many thanks 

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jbrennand
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Re: constant disconnection

Call at 08.00 (09.00 Sun) to get through will least wait times

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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.
deano2012
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Re: constant disconnection

I’m Not sure what to say I’ll just have to tell them they’re is too much noise on the line I suppose 

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jbrennand
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Re: constant disconnection

Explain the problem and say the RS error counts are increasing and suggest noise ingress

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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.
deano2012
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Re: constant disconnection

Hi John’ engineer booked sorted for tomorrow so hopefully they’re will get to the bottom of it’ I’ve tried everything I can’ all cables are sound indoors it must be a fault outdoors maybe at the cabinet 

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