Menu
Reply
Tpickering
  • 14
  • 0
  • 0
Tuning in
655 Views
Message 1 of 24
Flag for a moderator

2 things- wifi drop outs, internet connection dropout

Hub 3.

wifi drop outs fairly regular.

internet drop outs (wifi remains fine) several (5+)  times a day. 

I know these are 2 separate issues. 

tried to call customer services selected the options and got “not recognised” - useful. 

Tags (2)
0 Kudos
Reply
jbrennand
  • 30.56K
  • 3.02K
  • 5.8K
Very Insightful Person
Very Insightful Person
627 Views
Message 2 of 24
Flag for a moderator

Re: 2 things- wifi drop outs, internet connection dropout

Can you do this.....
________________

Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up click on the “router status” icon/text at bottom-middle of first page up and then copy/paste as “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again.

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

--------------------
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.
David_Bn
  • 7.69K
  • 324
  • 622
Forum Team
Forum Team
579 Views
Message 3 of 24
Flag for a moderator

Re: 2 things- wifi drop outs, internet connection dropout

Good Morning Tpickering!

 

Thanks for your post on our Community Forums, and a very warm welcome to you!

 

Sorry to hear of the issues you've been having with the broadband connection

 

If you can possibly refer to the post from @jbrennand and provide us with an update?

 

We'll seek to assist further if required once this has been done

 

Kindest regards,

David_Bn

0 Kudos
Reply
Tpickering
  • 14
  • 0
  • 0
Tuning in
533 Views
Message 4 of 24
Flag for a moderator

Re: 2 things- wifi drop outs, internet connection dropout

not gonna lie - cant find that router status button you speak of.

0 Kudos
Reply
Tpickering
  • 14
  • 0
  • 0
Tuning in
530 Views
Message 5 of 24
Flag for a moderator

Re: 2 things- wifi drop outs, internet connection dropout

Found it - not where you told me I would.

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

12990000005.538256 qam21
22350000005.438256 qam13
32430000005.338256 qam14
42510000005.538256 qam15
52590000005.938256 qam16
62670000005.838256 qam17
72750000005.338256 qam18
82830000005.538256 qam19
92910000005.638256 qam20
10307000000538256 qam22
113150000005.538256 qam23
123230000005.538256 qam24
13331000000538256 qam25
14339000000538256 qam26
153470000005.338256 qam27
16355000000538256 qam28
173630000004.438256 qam29
183710000004.138256 qam30
193790000004.138256 qam31
20387000000438256 qam32
21395000000438256 qam33
224030000004.138256 qam34
234110000004.438256 qam35
244190000004.138256 qam36

 

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

1Locked38.9159237117993
2Locked38.6261520152786
3Locked38.9223672148236
4Locked38.9171069135497
5Locked38.9163208132444
6Locked38.9186540135446
7Locked38.9173657125298
8Locked38.9140865121824
9Locked38.9130440122984
10Locked38.6134212111517
11Locked38.6118712115904
12Locked38.6120222114663
13Locked38.9104540101961
14Locked38.994591101266
15Locked38.992087102957
16Locked38.99307296698
17Locked38.99353694171
18Locked38.99036796494
19Locked38.98512092517
20Locked38.97821989707
21Locked38.97473989118
22Locked38.96995985569
23Locked38.67085581662
24Locked38.97085880818

 

Tags (1)
0 Kudos
Reply
Tpickering
  • 14
  • 0
  • 0
Tuning in
529 Views
Message 6 of 24
Flag for a moderator

Re: 2 things- wifi drop outs, internet connection dropout


Upstream bonded channels

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

1 60300308 42 5120 16 qam 1
2 46199849 40 5120 16 qam 3
3 39400921 39.7 5120 16 qam 4
4 53699609 41.2 5120 16 qam 2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 11 0
2 ATDMA 0 0 55 0
3 ATDMA 0 0 82 0
4 ATDMA 0 0 7 0


Network Log

Time Priority Description
15/08/2021 17:58:51 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:58:51 critical Ranging Request Retries exhausted;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:58:8 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:56:19 notice LAN login Success;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:55:59 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:41:1 Warning! RCS Partial Service;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:40:54 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:33:8 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:33:5 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:33:5 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:33:5 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:33:4 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:33:3 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:33:3 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:33:2 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:33:1 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:33:1 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:27:20 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:21:47 critical No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
15/08/2021 17:21:35 Warning! RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
Tpickering
  • 14
  • 0
  • 0
Tuning in
516 Views
Message 7 of 24
Flag for a moderator

Re: 2 things- wifi drop outs, internet connection dropout

0 Kudos
Reply
jbrennand
  • 30.56K
  • 3.02K
  • 5.8K
Very Insightful Person
Very Insightful Person
511 Views
Message 8 of 24
Flag for a moderator

Re: 2 things- wifi drop outs, internet connection dropout

Where was the button hiding then?

Connection look dreadful though. Before getting into details - can you do this to start from a blank sheet and let the BQM develop for a few more hours.
-----------------

Switch the Hub off and unplug from the mains it for a five minutes and then start up. When its done initialising (5-10') , check back in the settings and ensure that the RS error counts have all reset to 0.

Post the data up again so we can see what changes - your Upstream qam levels are an issue if they are still at 16.

Then check every hour or two to see if the RS errors and T timeouts start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

--------------------
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.
0 Kudos
Reply
Tpickering
  • 14
  • 0
  • 0
Tuning in
501 Views
Message 9 of 24
Flag for a moderator

Re: 2 things- wifi drop outs, internet connection dropout

Ended up finding it in Advanced Settings > Tools > Network Status.

Will do as advised and update.  

0 Kudos
Reply
jbrennand
  • 30.56K
  • 3.02K
  • 5.8K
Very Insightful Person
Very Insightful Person
497 Views
Message 10 of 24
Flag for a moderator

Re: 2 things- wifi drop outs, internet connection dropout


@Tpickering wrote:

Ended up finding it in Advanced Settings > Tools > Network Status.


If the "Router Status" icon is not visible on the Login page - it means that you had never logged in previously.  If you do log in and change the password (for example) then the next time you go to the Login page it will appear.  I guess I just assumed everyone would have done that at least once 😎


--------------------
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.
0 Kudos
Reply