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prvir70
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internet calls pausing and web pages opening issue

hey all

So have noticed the last few months some issues with our home broadband.

First calls online seem to pause every 5mins or so, happens on wired and wireless connections regardless of platform ie zoom,.teams ,etc on multiple devices.

 

Also I notice on wireless devices mainly a delay or having to refresh opening web pages. It will start to load and stop, will then need to refresh . Notice this more on my android phone and seems random 50/50 whether it works first time.

 

 

Have rebooted the hub twice , I have a bt wholehome mesh WiFi for the wireless..Used this for a year before no issues. Just all of a sudden these issues appeared.

any ideas what it could be ? thanks

 

 

 

 

 

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gary_dexter
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Re: internet calls pausing and web pages opening issue

Post the Network, Upstream and Downstream logs from the hubs admin pages back here as text 


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prvir70
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Re: internet calls pausing and web pages opening issue

this ok. thanks

 

Network Log

Time Priority Description

02/05/2021 14:20:53noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 01:29:41noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2021 01:29:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/04/2021 01:40:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 13:29:41noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/04/2021 13:29:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 06:08:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 01:29:41noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/04/2021 01:29:41ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/04/2021 20:59:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 15:06:45noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/04/2021 15:06:45ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/04/2021 07:35:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 22:52:56noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 22:52:56ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/04/2021 02:54:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 18:15:24noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/04/2021 18:15:24ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2021 17:47:4criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/04/2021 22:00:24noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt078+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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prvir70
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Re: internet calls pausing and web pages opening issue

  • Downstream bonded channels

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

1186750000540256 qam7
2138750000440256 qam1
31467500004.438256 qam2
41547500004.140256 qam3
51627500004.540256 qam4
61707500004.640256 qam5
71787500004.940256 qam6
8194750000540256 qam8
9202750000540256 qam9
102107500005.140256 qam10
112187500005.340256 qam11
122267500005.140256 qam12
132347500005.340256 qam13
142427500005.340256 qam14
152507500005.540256 qam15
162587500005.540256 qam16
172667500005.440256 qam17
182747500005.440256 qam18
192827500005.140256 qam19
202907500005.540256 qam20
212987500005.540256 qam21
223067500005.540256 qam22
23314750000640256 qam23
243227500006.140256 qam24



Downstream bonded channels

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

1Locked40.31050
2Locked40.33420
3Locked38.91830
4Locked40.3463152
5Locked40.3414339
6Locked40.9222218
7Locked40.318543
8Locked40.9750
9Locked40.3840
10Locked40.9790
11Locked40.9880
12Locked40.3550
13Locked40.9620
14Locked40.91000
15Locked40.3660
16Locked40.9470
17Locked40.3980
18Locked40.9780
19Locked40.9650
20Locked40.3780
21Locked40.3750
22Locked40.3760
23Locked40.91450
24Locked40.9590
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prvir70
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Re: internet calls pausing and web pages opening issue

Upstream bonded channels

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

15370001449.5512064 qam1
23260000049512064 qam4
33939997949.5512064 qam3
44620000049.5512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0040
2ATDMA0040
3ATDMA0040
4ATDMA00100
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prvir70
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Re: internet calls pausing and web pages opening issue

Heres a link to my last days thinkbroadband snapshot graph if that helps. thanks


https://www.thinkbroadband.com/broadband/monitoring/quality/share/7c18aacb901cbcdbcac138fc2d453e9cd2... 

 

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Megan_L
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Re: internet calls pausing and web pages opening issue

Hi Prvir70,

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. 

I can see you've already told me a few key aspects about your home setup, like you use both WIFI and Ethernet which has the same issue, you've added a BMQ graph which I can see has a few latency spikes, you've rebooted the Hub and you use a 3rd party mesh system. 

I can see from your services that your Hub has not been rebooted for quite a while, if you could do this today and allow the Hub to reset itself that would be perfect, thanks. This helps most general issues with connections but of course not all. 

There are also no area outages that could be causing the issue which is good information to know. Would you be able to do a speed test here - Speed Test - and let me know the results please? 

Thanks,

Megan_L

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prvir70
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Message 8 of 14
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Re: internet calls pausing and web pages opening issue

Hi, 
I rebooted the hub last night, left it off for 10mins and back on. First call i had this morning, froze twice in 15mins. That was on wifi but i also see it on the wired pc aswell.

any other ideas?

Thanks

 

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Katie_WT
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Re: internet calls pausing and web pages opening issue

Thanks for popping back - we can see that  your hub was rebooted around 13hours ago. 

 

Are you still using it in modem mode with your mesh system in place? We're having some issues connecting to that section of the hub so I would assume that is the case? 

 

Have you been able to run the Hub in Hub mode for us to see if the issue occurs without the mesh system in place? This will help us identify where the issue may lie and will help us eliminate any fault with the 3rd party equipment. 

 

Let us know when you have run it in hub mode and how you get on with a wired connection. 

 

Cheers

Katie - Forum Team


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prvir70
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Message 10 of 14
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Re: internet calls pausing and web pages opening issue

Hello

Its in modem mode , not sure what hub mode is.
Its been on that setting for 18months and then a month or so ago just started having issues with calls regardless of device and wifi/wired connection.

prvir70_0-1620312252497.png

Thanks
Paul

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