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dsbrooks
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Intermittent connection

C8F36581-2B6A-472F-9AEE-29169A2A6A29.png

Hi,

I’ve been having issues with my connection for a good few months now with no resolution. I’ve had multiple engineers out and I’m on my third Hub 3.0

 

Struggling with wired and wireless connection, which leads me to think it’s not the hub or the network but more what’s coming into the house.

 

Connection drops in and out, I’m constantly being disconnected from video calls for work, online gaming is impossible as I’m disconnected constantly and given packet loss & packet burst notifications.

 

When I run a VM test when I disconnect it comes back as intermittent. 

I’ve been using a BQM and I’ve attached the results I’m getting.

 

really hope you can help! 

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Tudor
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Re: Intermittent connection

We need to also check your power levels as well. Go into the hub on 192.168.0.1 and post your up/downstream stats and network log. 


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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dsbrooks
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Re: Intermittent connection

2D89A35E-9300-4261-BBF2-D05470F6E6B5.png

D23B0257-61D6-4280-AC9C-6958D3D344D9.png

FEA54F54-CF1F-455E-9909-20D7AD14697B.jpeg

AEA5E09E-1B5B-47E9-8A7C-0FA0876D1ED3.jpeg

  

157D7A1E-0890-47DE-B946-D57AE8BD2210.jpeg

Hey! I’ve attached a few quick screenshots. Let me know if they’re adequate or if I’ve done completely the wrong thing! 🙂

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Emma_C
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Re: Intermittent connection

Afternoon Dsbrooks, 

Thanks for your post and welcome to our community. 

Really sorry you're having this issue and we're keen to help get this sorted. 

 

If you can check the power levels as Tudor has advised that would be great, in the meantime I've tried to locate your account so I can do some checks from here but I can't. 

I'll pop you a personal message to grab some details if that is okay? 
 

Emma_C - Forum Team
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dsbrooks
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Re: Intermittent connection

Hi, thanks both.

Back on my laptop now so can provide info a bit better than some dodgy screenshots!

 

Hope this helps but as I said above, new to all of this so let me know if I've done completely the wrong thing 🙂

 

Downstream is showing as: 

Downstream bonded channels

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

1402750000-0.540256 qam30
2202750000040256 qam9
3210750000040256 qam10
42187500000.440256 qam11
52267500000.440256 qam12
62347500000.540256 qam13
72427500000.540256 qam14
82507500000.240256 qam15
92587500000.540256 qam16
102667500000.740256 qam17
112747500000.540256 qam18
122827500000.540256 qam19
132907500000.540256 qam20
142987500000.740256 qam21
153067500000.540256 qam22
163147500000.540256 qam23
173227500000.538256 qam24
183307500000.240256 qam25
19370750000040256 qam26
20378750000-0.240256 qam27
21386750000040256 qam28
22394750000-0.440256 qam29
23410750000-0.238256 qam31
24418750000-0.540256 qam32

 

Upstream is showing as:

Upstream bonded channels

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

1462000004.95512064 qam1
2258000004.8512064 qam4
3326000004.8512064 qam3
4394000004.8512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA000

0

 

 

 

Network Log shows:

Network Log

Time Priority Description

15/10/2020 11:38:3noticeLAN login Success;CM-
14/10/2020 11:47:46criticalNo Ranging Response received - T3 time-out;CM-
14/10/2020 11:45:20criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-
14/10/2020 11:43:18Warning!Lost MDD Timeout;CM-
14/10/2020 11:43:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM
14/10/2020 11:43:18Warning!RCS Partial Service;CM-
14/10/2020 11:43:18criticalSYNC Timing Synchronization failure - Loss of Sync;CM
14/10/2020 11:43:18Warning!RCS Partial Service;CM-
14/10/2020 11:43:17Warning!Lost MDD Timeout;CM-
14/10/2020 11:43:17Warning!RCS Partial Service;CM-
14/10/2020 11:43:13criticalSYNC Timing Synchronization failure - Loss of Sync;
14/10/2020 11:43:13Warning!RCS Partial Service;
14/10/2020 11:43:13criticalSYNC Timing Synchronization failure - Loss of Sync;
14/10/2020 11:43:12Warning!RCS Partial Service;C
14/10/2020 11:42:47criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM
14/10/2020 11:41:58Warning!Lost MDD Timeout;CM-
14/10/2020 11:41:53criticalSYNC Timing Synchronization failure - Loss of Sync;CM
14/10/2020 11:41:52Warning!RCS Partial Service;CM-
14/10/2020 11:41:52criticalSYNC Timing Synchronization failure - Loss of Sync;CM
14/10/2020 11:37:27criticalNo Ranging Response received - T3 time-out;CM-
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dsbrooks
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Re: Intermittent connection

Forgot to add this:

 

Downstream bonded channels

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

1Locked40.3130
2Locked40.380
3Locked40.990
4Locked40.3120
5Locked40.370
6Locked40.970
7Locked40.9110
8Locked40.970
9Locked40.3100
10Locked40.370
11Locked40.390
12Locked40.970
13Locked40.3120
14Locked40.390
15Locked40.360
16Locked40.3110
17Locked38.990
18Locked40.360
19Locked40.3120
20Locked40.390
21Locked40.3150
22Locked40.380
23Locked38.9180
24Locked40.390
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Emma_C
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Re: Intermittent connection

Thanks for providing me those details. 

I've had a look and there's certainly some issues so I need to send another tech, I can appreciate you've had some recently but this obviously hasn't resolved the issue. 

I'll ensure notes are left for the engineer to know what we've seen here and we'll take it from there. 

You'll be able to find all details of the visit via your online account and change it if it does not suit, you'll also need to ensure somebody over the age of 18 is in the property at the time. 

Please let me know how the visit goes 🙂 

Emma_C - Forum Team
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