Constant dropout in my connection

[Mollison89]

I am having constant drops in my internet connection (multiple times on a daily basis - generally in the evenings) and have set up a broadband quality monitoring which shows regular spikes in packet loss and high frequency of latency above 60ms. 

Looking through some of these threads this is an issue which need to be resolved in the street cabinets. We have conducted multiple resets and multiple hub positions in the house over the last 6 months but there are still frequent drop outs in our connection.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3949ef436ed3a31dc10bfa2aa8662846a492027c

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/3949ef436ed3a31dc10bfa2aa8662846a492027c">My Broadband Ping</a>

[Carley_S]

Hi @Mollison89 

Welcome to the community forums 

Sorry to hear you're having issues with you connection and broadband service at this time. 

I have checked the systems at this side and have identified a signalling issues in the area that are being investigated at this time. 

We’ve starting our monitoring and will check your connection over the next 24 hours. Once we’ve completed our checks, we’ll send you a text update you on the mobile number registered to the account. 

If everything is back to normal we’ll let you know, but if we find there is still an issue we’ll arrange a service visit by one of our technicians to run additional checks.

If the time and date of the service visit isn’t convenient, you should be able to change this through your online account here. Alternatively, we'll also be able to assist should you need. 

[Mollison89]

Hi, thanks for sending out an engineer. The engineer changed our Hub however the problems still persist i do not think it's an internal issue but an issue with the incoming service. I am still having regular connections issues which is confirmed from our broadband quality recordings:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d63e58b113ce4855faac7b448020483106...

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d63e58b113ce4855faac7b448020483106c20f4b">My Broadband Ping</a>

[RT123]

Hi,

Could you post your router logs please? It will error the first time but second time it will post. 

Go to http://192.168.0.1 - you may need to change the default password first. 

[Megan_L]

Hi Mollison89,

Thanks for continuing to post on our Community Forums about this issue with your internet service, we are sorry this is still causing you some frustration. We have checked your services on our side and did not detect any issues with the incoming connection to your home. Your Power Levels on your Hub are good as well. 

However, we’ve detected high levels of wireless interference within your home which is affecting wireless performance. This can be caused by the signals coming from other routers or any electrical devices in close proximity. This interference can affect the speed & stability of the wireless signal.

Things you can do to fix this are -

• There are potential changes to the home environment which can improve wireless performance.
• Using the wireless default settings & not splitting SSIDs.
• Making sure the correct wireless channel/band is in use.
• Follow helpful tips and tricks on our WIFI SOS Page.
• Checking the MyVM App under diagnostics to see if any issues are detected.

Also, the Hub's location could be causing the interference problem – check that it is:

• Out in the open.
• Next to the TV not behind it.
• Away from large bodies of water (e.g. fish tanks)
• Away from baby monitors and cordless phones.
• Away from microwaves.

One last piece of important advice is that if WIFI intermittency continues then we would recommend plugging an Ethernet cable into the device if possible as this will ensure a good, stable connection.

We hope this information helps to resolve your issue, but we are always here to help further when possible.

Thanks,

Megan_L

[Mollison89]

I this what you're looking for below. i'm sitting about 3 meters away from the hub when carrying out this test

1	Gateway IPv4 address is valid.
2	Your broadband connection is working.
3	Your broadband connection is ready.
4	The temperature of your Hub 3.0 is normal.
5	The status of telephone line 1 is not ready.
6	The status of telephone line 2 is not ready.
7	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
8	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
9	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
10	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
11	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
12	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
13	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
14	The device **:**:**:**:**:** has low signal strength, please move it closer to Hub 3.0.
15	Please place your WiFi device near the Hub 3.0.

[Mollison89]

Hi, this does not resolve the packet loss and periods of high latency that my connection is experiencing.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/062caabf41a1e865e1f2a97c4864dc47a9...

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/062caabf41a1e865e1f2a97c4864dc47a92feed9-01-05-2024"><img alt="My Broadband Ping - new VM April" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/062caabf41a1e865e1f2a97c4864dc47a92feed9-01-05-2024.png" /></a>

[RT123]

That's wrong (I understand why, it's quite difficult if you've never done it/aren't very technical)

Follow these steps please:

1. Go to 192.168.0.1

2. Click "check router status"

3. Click the upstream, downstream and network logs and copy all three.

You'll get an error the first time but the second time it will post.

That packet loss on the BQM looks awful.

[Mollison89]

Time Priority Description

03/05/2024 15:26:7	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 23:44:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 23:44:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 22:53:53	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:56:21	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:56:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:56:19	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:56:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:17	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:16	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:15	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:14	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:32:13	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:29:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:29:52	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:29:52	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/05/2024 21:29:52	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Mollison89]

Downstream bonded channels

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

1	203000000	3	40	256 qam	9
2	139000000	3.2	40	256 qam	1
3	147000000	3.5	40	256 qam	2
4	155000000	3.5	40	256 qam	3
5	163000000	3.4	40	256 qam	4
6	171000000	3.5	40	256 qam	5
7	179000000	3.4	40	256 qam	6
8	187000000	3.4	40	256 qam	7
9	195000000	3	40	256 qam	8
10	211000000	2.7	40	256 qam	10
11	219000000	2.7	40	256 qam	11
12	227000000	2.7	40	256 qam	12
13	235000000	2.9	40	256 qam	13
14	243000000	3.2	40	256 qam	14
15	251000000	3.5	40	256 qam	15
16	259000000	3.5	40	256 qam	16
17	267000000	3.7	40	256 qam	17
18	275000000	3.5	40	256 qam	18
19	283000000	3.7	40	256 qam	19
20	291000000	3.5	40	256 qam	20
21	299000000	3.7	40	256 qam	21
22	307000000	3.5	40	256 qam	22
23	315000000	3.7	40	256 qam	23
24	323000000	3.5	40	256 qam	24

Downstream bonded channels

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

1	Locked	40.9	307037	168991
2	Locked	40.3	765738	507005
3	Locked	40.3	2829184	1131452
4	Locked	40.9	1310247	435994
5	Locked	40.9	260393	216511
6	Locked	40.3	260796	187972
7	Locked	40.9	268080	186918
8	Locked	40.3	242573	172950
9	Locked	40.9	223891	164441
10	Locked	40.9	227827	156936
11	Locked	40.3	218566	161804
12	Locked	40.9	167727	145377
13	Locked	40.3	155339	141147
14	Locked	40.3	163145	136569
15	Locked	40.3	169242	139116
16	Locked	40.9	143525	138416
17	Locked	40.9	123103	133276
18	Locked	40.3	114483	124037
19	Locked	40.9	108297	119383
20	Locked	40.9	111843	127383
21	Locked	40.3	115109	120150
22	Locked	40.9	103297	123359
23	Locked	40.3	93034	113710
24	Locked	40.3	94597	107969

Upstream bonded channels

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

1	36600000	42.8	5120	64 qam	7
2	30100000	42.8	5120	64 qam	8
3	49600000	43.3	5120	64 qam	5
4	43100000	43	5120	64 qam	6
5	23600000	42.5	5120	64 qam	10

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	20	0
2	ATDMA	0	0	56	0
3	ATDMA	0	0	29	0
4	ATDMA	0	0	34	0
5	ATDMA	0	0	53	0