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G6hbq2
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Internet dropping out

Keep getting short periods of no internet, keeps dropping out.

happening any time of the day.

perhaps only a minute then comes back. 
area 20.  Stoke on trent 

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Clausing521
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Re: Internet dropping out


@PrepaidGiftBalance wrote:

Keep getting short periods of no internet, keeps dropping out.

happening any time of the day.

perhaps only a minute then comes back. 
area 20.  Stoke on trent 


There are multiple reasons why your Internet connection randomly disconnects. When it comes to connecting to the Internet via WiFi, here are some common causes: Wireless interference (channel overlap) with other WiFi hotspots or devices nearby. WiFi adapter outdated drivers or wireless router outdated firmware.

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Andrew-G
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Re: Internet dropping out

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

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G6hbq2
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Re: Internet dropping out

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11387500005.938256 qam1
21467500005.538256 qam2
31547500005.538256 qam3
41627500005.438256 qam4
51707500005.538256 qam5
6178750000538256 qam6
7186750000538256 qam7
81947500004.938256 qam8
92027500004.538256 qam9
102107500004.438256 qam10
112187500004.138256 qam11
122267500004.138256 qam12
132347500003.738256 qam13
142427500003.538256 qam14
152507500003.538256 qam15
162587500003.738256 qam16
172667500003.238256 qam17
182747500002.938256 qam18
19282750000338256 qam19
20290750000338256 qam20
212987500002.738256 qam21
223067500002.738256 qam22
233147500002.538256 qam23
243227500002.438256 qam24
Downstream bonded channels
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
14620000036.5512064 qam3
25370000037512064 qam2
36030000037.8512064 qam1
43940000036512064 qam8


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0020
2ATDMA0010
3ATDMA0060
4ATDMA0040
Network LogTime Priority Description
17/05/2021 17:01:32ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/05/2021 03:20:10criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/05/2021 05:01:32ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/05/2021 04:57:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/05/2021 17:01:32Error
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Andrew-G
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Re: Internet dropping out

There's quite a bit more than that, but what you've posted is enough to show repeated T3 timeouts on all upstream channels.  That would explain the problems you describe, and is caused by upstream noise on the broadband connection, and because of the way cable technology works, that interrupts the downstream.  It is nothing to do with wifi (that's just the wireless connection between your device and the hub). 

I've flagged for the forum staff, they can take a look remotely, and book a technician for you, unless this is down to a known area fault already being worked on.  

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G6hbq2
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Re: Internet dropping out

Thanks for that, don’t know of any work locally as the box is only 100ft from the house 😊

 

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Zak_M
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Re: Internet dropping out

Good morning @G6hbq2 

 

Welcome back to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your broadband. 

 

I will pop you over a PM so that I can get some account information. 

 

Kind regards,

Zak_M

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Zak_M
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Re: Internet dropping out

Thank you for providing me with that information over PM. 

 

I have taken a look over things and we are going to need to get an engineer to come and take a look into this further. 

 

I have taken the opportunity to book this for you, you can find the time, date and make any adjustments needed via your online account. 

 

Kind regards,

Zak_M

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Re: Internet dropping out

Excellent , thank you very much for sorting this.

I assume the engineer will know the issue.  

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Zak_M
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Re: Internet dropping out

Thank you for coming back to me. 

 

I have noted the account so that he will have all the information needed.

 

Kind regards,

Zak_M

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