2 things- wifi drop outs, internet connection dropout

[Tpickering]

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. 

[jbrennand]

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

[David_Bn]

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

[Tpickering]

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

[Tpickering]

Found it - not where you told me I would.

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

1	299000000	5.5	38	256 qam	21
2	235000000	5.4	38	256 qam	13
3	243000000	5.3	38	256 qam	14
4	251000000	5.5	38	256 qam	15
5	259000000	5.9	38	256 qam	16
6	267000000	5.8	38	256 qam	17
7	275000000	5.3	38	256 qam	18
8	283000000	5.5	38	256 qam	19
9	291000000	5.6	38	256 qam	20
10	307000000	5	38	256 qam	22
11	315000000	5.5	38	256 qam	23
12	323000000	5.5	38	256 qam	24
13	331000000	5	38	256 qam	25
14	339000000	5	38	256 qam	26
15	347000000	5.3	38	256 qam	27
16	355000000	5	38	256 qam	28
17	363000000	4.4	38	256 qam	29
18	371000000	4.1	38	256 qam	30
19	379000000	4.1	38	256 qam	31
20	387000000	4	38	256 qam	32
21	395000000	4	38	256 qam	33
22	403000000	4.1	38	256 qam	34
23	411000000	4.4	38	256 qam	35
24	419000000	4.1	38	256 qam	36

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

1	Locked	38.9	159237	117993
2	Locked	38.6	261520	152786
3	Locked	38.9	223672	148236
4	Locked	38.9	171069	135497
5	Locked	38.9	163208	132444
6	Locked	38.9	186540	135446
7	Locked	38.9	173657	125298
8	Locked	38.9	140865	121824
9	Locked	38.9	130440	122984
10	Locked	38.6	134212	111517
11	Locked	38.6	118712	115904
12	Locked	38.6	120222	114663
13	Locked	38.9	104540	101961
14	Locked	38.9	94591	101266
15	Locked	38.9	92087	102957
16	Locked	38.9	93072	96698
17	Locked	38.9	93536	94171
18	Locked	38.9	90367	96494
19	Locked	38.9	85120	92517
20	Locked	38.9	78219	89707
21	Locked	38.9	74739	89118
22	Locked	38.9	69959	85569
23	Locked	38.6	70855	81662
24	Locked	38.9	70858	80818

[Tpickering]

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;

[Tpickering]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9a8d0a9847213189e81e71e0188627b2b6... 

[jbrennand]

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.

[Tpickering]

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

Will do as advised and update.  

[jbrennand]

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@Tpickering wrote:

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

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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 😎