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jenpacsut
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internet is no go at night.

I've been having trouble with internet for 18/24 months now its normally in evenings and later at night when we try to use 3 devices at a time to watch on demand/catch up and youtube  I don't know if its a coincidence but when neighbour is away its good but not great the covering on outside of house got ripped of in storm engineer came out but one of the wires were broken so join with neighbour and since then the internet has been no good have spoken to several people and they have said there is faults but that's as far as it go's and one of the people even said its the weekend what do you expect but before this I would have grandsons here playing xbox and still be able to watch 4/5 devices while they played without problems. can someone help.

 

 

jbrennand
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Re: internet is no go at night.

Follow this protocol - any issues just ask back here...
-----------------------------

First, check for “known network faults”?

As well as trying the “check service,” Area status webpage" (link at top right of this forum), there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that may not be listed on the Area Status web page which usually covers >1000’s of customers) - that may give you more info, but even that wont cover problems affecting just a few customers
-----------------
Then, First switch the Hub off for 5 minutes AND unplug it from the mains Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box. Then switch it on again and leave 5 minutes

Then do a Hub “pinhole reset” - but, first make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub, and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it there firmly for 60 seconds – release the pin then leave the Hub 10’ to stabilise.

Also, 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 [there should be no need to login if you have done so before] click on the “router status” icon at top right (if on a SH2) or text at bottom-middle of first page up (if a Hub3) 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 a second time).

Also, in the meantime, if you haven’t already, set up a free “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” (as per instructions on the TB website) when you have the first 24h period.

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.
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jenpacsut
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Re: internet is no go at night.

  • Network Log

Time Priority Description

17/10/2020 10:01:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 18:36:13ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 17:59:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 17:59:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 17:59:40Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 17:59:40criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 17:59:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 06:53:52criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/10/2020 16:22:51ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 02:16:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 01:10:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 00:51:49noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 00:38:49criticalTFTP Request Retries exceeded, CM unable to register
08/10/2020 00:38:49criticalTFTP failed - Request sent - No Response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 00:30:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 00:29:30criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 00:25:0Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 00:24:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 00:24:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
08/10/2020 00:24:57Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 and 

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jenpacsut
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Message 4 of 12
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Re: internet is no go at night.

Router status
Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
459000000
Locked
Ranged Upstream Channel (Hz)
46200058
Locked
Provisioning State
Online
 
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jbrennand
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Message 5 of 12
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Re: internet is no go at night.

Your links wont work.
You need to do it as I said in my first message....

...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 a second time)."

--------------------
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.
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jenpacsut
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Re: internet is no go at night.

 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1459000000-5.435256 qam7
2411000000-435256 qam1
3419000000-4.235256 qam2
4427000000-4.435256 qam3
5435000000-4.735256 qam4
6443000000-4.536256 qam5
7451000000-4.935256 qam6
8467000000-5.235256 qam8
9475000000-5.435256 qam9
10483000000-5.235256 qam10
11491000000-5.535256 qam11
12499000000-5.535256 qam12
13507000000-5.235256 qam13
14515000000-5.735256 qam14
15523000000-5.535256 qam15
16531000000-5.235256 qam16
17539000000-5.435256 qam17
18547000000-5.235256 qam18
19555000000-5.935256 qam19
20563000000-5.735256 qam20
21571000000-635256 qam21
22579000000-6.535256 qam22
23587000000-6.236256 qam23
24595000000-6.435256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors  
1Locked3542540 
2Locked35.714670 
3Locked35.55510 
4Locked35.718420 
5Locked35.513110 
6Locked36.32470 
7Locked35.76520 
8Locked35.518040 
9Locked35.55430 
10Locked35.73900 
11Locked35.538260 
12Locked35.522990 
13Locked35.79690 
14Locked35.56520 
15Locked35.722400 
16Locked35.522950 
17Locked35.56970 
18Locked35.74280 
19Locked35.79890 
20Locked35.78240 
21Locked35.722460 
22Locked35.77020 
23Locked36.34540 
24Locked35.56870 
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jenpacsut
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Message 7 of 12
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Re: internet is no go at night.

Upstream bonded channels

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

1462000585.1512064 qam1
2258000654.95512064 qam4
3325999955.05512064 qam3
4394002005.05512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jbrennand
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Message 8 of 12
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Re: internet is no go at night.

Your down power levels are very low and some channels are below the minimum recommended level of -6dBmV. Up power levels are high (but in spec though).

I think you need someone from VM to take a look and I think you will need a tech visit to adjust the levels.

Post up the llnk to your live BQM.

--------------------
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.
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jenpacsut
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Message 9 of 12
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Re: internet is no go at night.

Can I ask what’s BQM.

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jenpacsut
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Re: internet is no go at night.

jenpacsut_0-1603113066696.png

 

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