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CerkieGaming
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Message 1 of 14
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Constant Issues.

Hello,

I used to have a thread but it got archived so I've made a new one.

My internet has been randomly dropping out for a week or so now, as of posting this my internet is down and I'm using my mobile phone to tether from.

I'm looking for some help.

 

Thanks

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MikeRobbo
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Message 2 of 14
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Re: Constant Issues.

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 …

Disable any VPNs that you have running.

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 'Live 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, Configuration and Network Log tabs onto here, if you get a yellow / straw box 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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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CerkieGaming
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Message 3 of 14
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Re: Constant Issues.

Any of the forum team here to check out what could be happening?

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Natalie_L
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Re: Constant Issues.

Hi CerkieGaming, 

 

Thank you for getting back in touch and apologies for the delay. in response. 

 

We would be happy to assist further but before we proceed, can you please confirm if you have ran of the checks suggested by MikeRobbo?

If yes, what have your results been please?

 

Thank you 

 

 

Nat
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CerkieGaming
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Message 5 of 14
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Re: Constant Issues.

Hello,

I've done the checks the other user stated and setup a BQM, I just got another dropout around 20 minutes ago, here are a few of the BQM graphs.

ae1775038871a046b273e8a704fa9de0d9199445-26-11-2020

8cd4fc3eadcccd524292eb3d28850d4b58834394-16-11-20201e2b37348ae82006370e02e59d4bdb22de5b56b7-23-11-2020

 

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12830000000.538256 qam19
2139000000-0.738256 qam1
3147000000-0.538256 qam2
4155000000-0.238256 qam3
5163000000038256 qam4
6171000000038256 qam5
7179000000038256 qam6
81870000000.238256 qam7
91950000000.238256 qam8
102030000000.538256 qam9
112110000000.738256 qam10
12219000000138256 qam11
132270000001.538256 qam12
14235000000038256 qam13
15243000000-0.238256 qam14
16251000000038256 qam15
17259000000038256 qam16
18267000000038256 qam17
192750000000.238256 qam18
202910000000.738256 qam20
212990000001.238256 qam21
223070000001.240256 qam22
233150000001.240256 qam23
243230000001.440256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.62621502
2Locked38.95394363
3Locked38.68697911
4Locked38.67998060
5Locked38.67928200
6Locked38.66728234
7Locked38.94378456
8Locked38.93451203
9Locked38.93101302
10Locked38.93228925
11Locked38.9250864
12Locked38.9285911
13Locked38.92691478
14Locked38.62811128
15Locked38.92701890
16Locked38.92892087
17Locked38.63021862
18Locked38.92671457
19Locked38.92751878
20Locked38.93001390
21Locked38.93391836
22Locked40.32601509
23Locked40.33001290
24Locked40.330710078

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
16030003447.5512016 qam6
25370007546512016 qam5
32580000045.5512064 qam4
43260000045.3512064 qam3


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0010
3ATDMA0010
4ATDMA0060
 
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Natalie_L
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Message 6 of 14
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Re: Constant Issues.

Thank you.

 

I am going to need to run some checks from our side but I have been unable to access your account via the Community details.

 

As I am going to need to ask some account specific questions I will pop you over a private message now.
This message will be available via the purple envelope on the top right of this page.

 

Speak soon, 
 

Nat

Nat
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CerkieGaming
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Message 7 of 14
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Re: Constant Issues.

Hello, I'm having some problems currently with packet loss.
I've been trying to stream on twitch but I keep getting dropped frames, so I logged into my hub and done some pings to a few websites and it shows packet loss.

PING bbc.co.uk (151.101.192.81): 64 data bytes
72 bytes from 151.101.192.81: seq=0 ttl=59 time=20.000 ms
72 bytes from 151.101.192.81: seq=1 ttl=59 time=30.000 ms
72 bytes from 151.101.192.81: seq=2 ttl=59 time=14210.000 ms
72 bytes from 151.101.192.81: seq=3 ttl=59 time=13840.000 ms
--- bbc.co.uk ping statistics ---
10 packets transmitted, 4 packets received, 60% packet loss
round-trip min/avg/max = 20.000/7025.000/14210.000 ms

PING google.co.uk (216.58.205.35): 64 data bytes
72 bytes from 216.58.205.35: seq=0 ttl=118 time=30.000 ms
72 bytes from 216.58.205.35: seq=1 ttl=118 time=30.000 ms
72 bytes from 216.58.205.35: seq=2 ttl=118 time=8710.000 ms
72 bytes from 216.58.205.35: seq=3 ttl=118 time=14020.000 ms
--- google.co.uk ping statistics ---
10 packets transmitted, 4 packets received, 60% packet loss
round-trip min/avg/max = 30.000/5697.500/14020.000 ms
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CerkieGaming
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Message 8 of 14
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Re: Constant Issues.

Yet again I'm having problems with my internet.

2e5288157ac57a58362eef49399f90f43ed52d62-17-04-2021

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CerkieGaming
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Message 9 of 14
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Re: Constant Issues.

eb73784dce0d404a3dfaa7584b2c20d08eb6e510-18-04-2021

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Sasha_W
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Message 10 of 14
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Re: Constant Issues.

Morning @CerkieGaming

 

Thanks for joining in on this and sorry to hear that you are also experiencing some latency issues, I can appreciate this is not ideal. 

 

Just to clarify, does this happen on all devices or is it just some?

 

How is your wired connection looking do you still have latency issues? 

 

Have you carried out any basic checks to diagnose the issue and if so which ones?

 

Thanks 

Sasha - Forum Team


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