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Connection dropping

Everyday without fail, the internet will stutter and drop for seconds before coming back on, recently I had one of these and now my computer will not get above a 20mbps download speed.

Any help would be apricated.

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Alessandro Volta
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Message 2 of 8
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Re: Connection dropping

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 your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

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

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

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

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then 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. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: Connection dropping

My BQM  sorry this took so long to get back to you

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

1402750000-0.740256 qam25
2186750000-0.538256 qam7
3194750000-0.538256 qam8
4202750000-0.738256 qam9
5210750000-0.738256 qam10
6218750000-0.738256 qam11
7226750000-0.738256 qam12
8234750000-0.938256 qam13
9242750000-138256 qam14
10250750000-1.238256 qam15
11258750000-1.538256 qam16
12266750000-1.738256 qam17
13274750000-1.938256 qam18
14282750000-1.740256 qam19
15290750000-1.938256 qam20
16298750000-1.738256 qam21
17306750000-1.238256 qam22
18314750000-138256 qam23
19322750000-138256 qam24
20410750000-0.738256 qam26
21418750000-138256 qam27
22426750000-0.938256 qam28
23434750000-0.938256 qam29
24442750000-138256 qam30



Downstream bonded channels

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

1Locked40.3280
2Locked38.6340
3Locked38.9340
4Locked38.9280
5Locked38.9230
6Locked38.6400
7Locked38.9320
8Locked38.9350
9Locked38.6290
10Locked38.9270
11Locked38.9240
12Locked38.9270
13Locked38.9280
14Locked40.3470
15Locked38.9400
16Locked38.9520
17Locked38.9440
18Locked38.9420
19Locked38.9260
20Locked38.9310
21Locked38.9280
22Locked38.9310
23Locked38.9270
24Locked38.9290

 

Upstream bonded channels

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

1603000003.7512064 qam9
2394000003.7512064 qam12
3462000003.7512064 qam11
4537000003.7512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000




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Re: Connection dropping

Network Log

Time Priority Description

25/10/2020 15:16:59criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 04:17:18noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 04:17:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 15:10:36criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 12:20:28noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 12:20:28ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/10/2020 20:48:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 09:14:8noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/10/2020 09:14:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/10/2020 07:10:49criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 14:19:9noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 14:19:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:49:8noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/10/2020 13:49:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/10/2020 01:57:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 15:09:8noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/10/2020 15:09:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 07:28:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 03:09:8noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/10/2020 03:09:8ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 5 of 8
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Re: Connection dropping

Hey there @LS95,

 

Sorry about the internet issues and can imagine it's frustrating for it to be stuttering like that. I'm not sure whether you're still experiencing issues since you last posted but I took a sneaky peek at your connection detail and cannot find any issues. Having said that, when I checked your WiFi details, they were very poor and there may be a modem issue. It's not a big thing but I've arranged for a Hub replacement to be sent out to see if your connection improves.

 

You can find the order details via your online account  and it can take up to 5 days to arrive so please keep an eye out for it and let us know how it goes.

 

Thanks,

 

Lisa

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Re: Connection dropping

Thank you for your reply and for sending me out a new box, the issues do still to be going on but it seems to be localised to one computer so shall look into this further

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Re: Connection dropping

Yes, please wait for the Hub to arrive and monitor it and let us know if you have anymore issues.

 

Thanks,

 

Lisa

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Re: Connection dropping

Hello, the new hub arrived today and followed installation guide, wi fi seems to be at the same levels as before only now the connection will completely cut very 5-10 mins or so have made a BQM which is here 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/45555779fed0c3196ea9fa9b8356a19d46d363ce

 

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