Drop outs again

[StephenO]

Hi there,

About 2 years ago I was constantly losing connection to internet. It was showing conneceted to router but no internet connection. I had a couple of engineer visits and was then sent a new router which cured the issue. And now It's started again. I stream a lot of films and sports.(Legal streams, Netflix, Disney, sky etc). IT was the occasional programme but now its far worse. Even when just working on line. Could this be a router issue again? Or is there some other issue with cabling to the house?

I've tried calling customer services but they always seem to be busy.

Any help would be appreciated..

Steve

[jbrennand · Accepted solution]

See this
_________

Can you check for any “known network faults - try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.
__________________

If there are no faults, can we check… are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

[StephenO]

Hi John and thanks for your reply.

The answer to your 2 questions is No, there are known issues.

It happens on both ethernet and WiFi. Although it does seem worse on WiFi over all devices.

It is a Hub3 and there seems to be a lot of flasing lights at rear and the base light at the front stays on. The router is positioned on a table in the living room, nothing on front of it or near that could affect it.

I have done a couple of resets, which seem to work for a couple of hours, but then it all goes wrong again. blooming annoying too.

Steve

[jbrennand]

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@StephenO wrote:

The answer to your 2 questions is No, there are known issues.

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So if there are known issues - nothing can be done until VM fix them.

[StephenO]

Sorry, meant to write there are 'NO' known issues.

I apologise for the confusion.

Steve

[jbrennand]

Ok - lets see the Hub connection data - can you do this
_______________________________________________

In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) (DONT click these links) - and hit return. On the first page up dont login just click on the “router status” icon/text at bottom-middle (Hub3/4) of the Login page and then Navigate to these “pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables 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 again. If character limits are “exceeded” - just do two posts

If you haven’t already, set up a free, secure and “offlsite” - “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” to the “share live graph”. 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 then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

[StephenO]

Here goes....Does this help?

1	371000000	8.9	40	256 qam	30
2	203000000	6	40	256 qam	9
3	211000000	6.1	40	256 qam	10
4	219000000	5.9	40	256 qam	11
5	227000000	5.6	40	256 qam	12
6	235000000	5.4	38	256 qam	13
7	243000000	5.8	40	256 qam	14
8	251000000	6	40	256 qam	15
9	259000000	6.3	40	256 qam	16
10	267000000	6.3	40	256 qam	17
11	275000000	6	40	256 qam	18
12	283000000	6.1	40	256 qam	19
13	291000000	6.5	40	256 qam	20
14	299000000	7.5	40	256 qam	21
15	307000000	7.9	40	256 qam	22
16	315000000	8	38	256 qam	23
17	323000000	7.8	40	256 qam	24
18	331000000	7.5	40	256 qam	25
19	339000000	7	38	256 qam	26
20	347000000	7.5	40	256 qam	27
21	355000000	8.1	40	256 qam	28
22	363000000	8.5	40	256 qam	29
23	379000000	8.5	40	256 qam	31
24	387000000	8	40	256 qam	32

1	371000000	8.9	40	256 qam	30
2	203000000	6	40	256 qam	9
3	211000000	6.1	40	256 qam	10
4	219000000	5.9	40	256 qam	11
5	227000000	5.8	40	256 qam	12
6	235000000	5.4	38	256 qam	13
7	243000000	5.8	40	256 qam	14
8	251000000	6	40	256 qam	15
9	259000000	6.3	40	256 qam	16
10	267000000	6.3	40	256 qam	17
11	275000000	6	40	256 qam	18
12	283000000	6.1	40	256 qam	19
13	291000000	6.5	40	256 qam	20
14	299000000	7.5	40	256 qam	21
15	307000000	7.9	40	256 qam	22
16	315000000	8	38	256 qam	23
17	323000000	7.8	40	256 qam	24
18	331000000	7.5	40	256 qam	25
19	339000000	7	38	256 qam	26
20	347000000	7.5	40	256 qam	27
21	355000000	8	40	256 qam	28
22	363000000	8.5	40	256 qam	29
23	379000000	8.5	40	256 qam	31
24	387000000	8	40	256 qam	32

[StephenO]

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300004	46	5120	64 qam	1
2	39399993	44	5120	64 qam	4
3	46200009	44	5120	64 qam	3
4	53700009	44.5	5120	64 qam	2

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

1	60300004	46	5120	64 qam	1
2	39399993	44	5120	64 qam	4
3	46200009	44	5120	64 qam	3
4	53700009	44.5	5120	64 qam	2

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[StephenO]

Last set

Network log

Time	Priority	Description
14/09/2022 06:39:34	critical	No Ranging Response received - T3 time-out;CM-
13/09/2022 10:48:34	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;
13/09/2022 10:48:34	Error	DHCP RENEW WARNING - Field invalid in response v4 option;
09/09/2022 16:18:54	critical	No Ranging Response received - T3 time-out;CM-
09/09/2022 07:07:24	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-
09/09/2022 07:07:24	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
06/09/2022 05:09:31	critical	No Ranging Response received - T3 time-out;CM-
05/09/2022 19:07:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;;
05/09/2022 19:07:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;
04/09/2022 16:21:1	critical	No Ranging Response received - T3 time-out;CM-
03/09/2022 11:36:5	notice	NOTICE ATOM is restarted due to Kernel/oops panic as part of Self Healing Mechanism ;CM-
02/09/2022 11:21:45	critical	No Ranging Response received - T3 time-out;CM-
02/09/2022 07:07:23	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;
02/09/2022 07:07:23	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
30/08/2022 17:53:40	critical	No Ranging Response received - T3 time-out;CM-
30/08/2022 12:41:59	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;
30/08/2022 12:41:59	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-
25/08/2022 16:04:59	critical	No Ranging Response received - T3 time-out;CM-MAC=
25/08/2022 12:32:49	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;
25/08/2022 12:32:49	Error	DHCP RENEW WARNING - Field invalid in response v4 option;

[StephenO]

I have put the figures on here as requested. But have not had any further responses.

Have I not put the correct details? Or are they showing no issues? It's all complete gobbledegook to me.

Any help at all?

Steve