Menu
Reply
1Medds
  • 8
  • 0
  • 0
Tuning in
443 Views
Message 1 of 11
Flag for a moderator

Broadband connection drops out

Hi, My connection drops out disconnecting laptops and even my Alexa. This is very frustrating as it drops my Teams and Skype calls for work. I have to manually reconnect and it instantly works ok again. I have performed all the cable checks and rebooted the Hub several times over the past few weeks but no change.

Are there any changes i can make to settings or is a VM engineer required?

I made a complaint through the website months ago but had no reply. I rang the helpline but ironically the call dropped out as i was using skype.

https://www.thinkbroadband.com/broadband/monitoring/quality/share/69f931c6bcdfe6c036cfd829c35d153be3... 

Thanks in advance

Nick

0 Kudos
Reply
1Medds
  • 8
  • 0
  • 0
Tuning in
440 Views
Message 2 of 11
Flag for a moderator

Re: Broadband connection drops out

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 330750000 1.9 37 256 qam 25
2 218750000 3.2 38 256 qam 11
3 226750000 3 37 256 qam 12
4 234750000 3 37 256 qam 13
5 242750000 2.7 38 256 qam 14
6 250750000 2.7 38 256 qam 15
7 258750000 2.5 37 256 qam 16
8 266750000 2.4 38 256 qam 17
9 274750000 2.2 38 256 qam 18
10 282750000 2.2 38 256 qam 19
11 290750000 2 38 256 qam 20
12 298750000 2.2 38 256 qam 21
13 306750000 2 38 256 qam 22
14 314750000 1.7 37 256 qam 23
15 322750000 1.7 38 256 qam 24
16 370750000 1 38 256 qam 26
17 378750000 0.7 38 256 qam 27
18 386750000 0.4 38 256 qam 28
19 394750000 0.5 38 256 qam 29
20 402750000 0.4 38 256 qam 30
21 410750000 0.7 38 256 qam 31
22 418750000 0.7 38 256 qam 32
23 426750000 0.9 38 256 qam 33
24 434750000 1 38 256 qam 34
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
438 Views
Message 3 of 11
Flag for a moderator

Re: Broadband connection drops out

How are you connecting your device, Wi-Fi or ethernet cable ?

 

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

If everything above is OK we need do some troubleshooting; to start with …

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
1Medds
  • 8
  • 0
  • 0
Tuning in
437 Views
Message 4 of 11
Flag for a moderator

Re: Broadband connection drops out

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.6 4815 16941
2 Locked 38.9 5724 15316
3 Locked 37.6 6812 13258
4 Locked 37.6 5358 17382
5 Locked 38.6 5392 17672
6 Locked 38.6 3835 13725
7 Locked 37.6 5283 13763
8 Locked 38.6 3959 17501
9 Locked 38.6 2867 19925
10 Locked 38.9 2485 20101
11 Locked 38.6 2997 15440
12 Locked 38.9 2484 15785
13 Locked 38.9 2888 15515
14 Locked 37.6 3184 15328
15 Locked 38.6 5081 16162
16 Locked 38.9 3099 20693
17 Locked 38.6 4849 14005
18 Locked 38.6 3996 12118
19 Locked 38.9 5775 15460
20 Locked 38.9 5752 13068
21 Locked 38.6 6407 14667
22 Locked 38.9 6897 14941
23 Locked 38.9 6971 14195
24 Locked 38.6 7204 14555

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300000 4.25 5120 64 qam 1
2 39400000 4.2 5120 64 qam 4
3 46200000 4.15 5120 64 qam 3
4 53700000 4.3 5120 64 qam 2
0 Kudos
Reply
1Medds
  • 8
  • 0
  • 0
Tuning in
435 Views
Message 5 of 11
Flag for a moderator

Re: Broadband connection drops out

Network Log
Time Priority Description
07/09/2020 13:51:36 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/09/2020 23:01:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 07:05:34 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/09/2020 07:05:34 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 20:06:28 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 16:25:14 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 16:24:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2020 09:07:25 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 16:20:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 16:20:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 16:20:17 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2020 16:20:9 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 07:00:54 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 00:34:24 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2020 00:34:24 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/08/2020 10:07:31 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 21:25:7 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/08/2020 19:40:44 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 02:57:45 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 09:44:18 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
0 Kudos
Reply
1Medds
  • 8
  • 0
  • 0
Tuning in
427 Views
Message 6 of 11
Flag for a moderator

Re: Broadband connection drops out

Hi Mike,

Connecting via Wifi. No known issue in my area.

Thanks

Nick

 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
421 Views
Message 7 of 11
Flag for a moderator

Re: Broadband connection drops out

Your >> BQM <<  looks good.

You have a lot of Post RS Errors, can you see if they zero by rebooting the Hub using this method ...

Switch the Hub off for 5 minutes using the small switch on the rear of the Hub next to the power cord.

Allow the Hub a few minutes to fully restart then check your RS Errors again again.

Can you test your connection using a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

I have a feeling that your Wi-Fi isn't strong enough to cater for your requirements.

How many Wi-Fi devices do you have connected during your working day ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
1Medds
  • 8
  • 0
  • 0
Tuning in
409 Views
Message 8 of 11
Flag for a moderator

Re: Broadband connection drops out

Hi,

I tried the reboot but the errors are still there. I have previously tried a cable connection only for a speed test and achieve my max up/download speeds.

My drop outs have reduced since my girlfriend has been back at work out of the home during the day and the frequency increases when she returns in the afternoon/evening. During the day there are 2/3 devices and that increases to 5/6 in the evening. 

Maybe unconnected but my work HP laptop has a poor signal strength compared to my Dell laptop in the same location which is excellent. I have tried updating the drivers on the HP but not improvement. 

Thanks 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
401 Views
Message 9 of 11
Flag for a moderator

Re: Broadband connection drops out

Different Wi-Fi devices use different hardware so comparing laptop to laptop are irrelevant.

If you get contracted speeds with an ethernet connected device you have a Wi-Fi problem and being Wi-Fi there is no one answer to fix the problem although there are methods to ease the problem.

Firstly, use ethernet connections wherever possible. I understand that this may not be convenient but it is a damned sites less inconvenient than losing connections at important times.

Secondly, improve the Wi-Fi bandwidth by disconnecting all the devices that are connected to the Wi-Fi that you don't need to use at the time.

Thirdly, connect to the correct frequency for the device in use.

Fourthly, add a decent third party Wi-Fi router / mesh system / access point to your existing Hub.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
1Medds
  • 8
  • 0
  • 0
Tuning in
345 Views
Message 10 of 11
Flag for a moderator

Re: Broadband connection drops out

Thanks for your comments Mike,

Sounds like what you're saying is the VM Hub is not up to the job, I had no problems with my BT hub that had half the download speed.

Cheers

Nick

0 Kudos
Reply