Intermittent connection and slow speeds

[Scbono]

Hi, my wife and I WFH and have VM 350 but over the last few weeks the connection has been dropping out completely or running very slow - less than 5mb. This is for both wired and wireless connections. I have used the VM Connwctivity app and often it cannot find the Hub, even when I’m a few feet away from it.  I have checked the status update and there are no reported issues in my area. 

I often have to restart the hub and after a while the system will run normally for a bit but after a couple hours will drop out again or be extremely slow. 
I have a Hub3 and 2x POD’s  

As we work from home we need a fast stable connection so any help would be appreciated. 

[jbrennand]

See this
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Can yoiu 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 nothing is reported there, 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?
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Also lets see the connection data - thus....

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. Dont log in just click on the “router status” icon/text at bottom-middle (Hub3) of the Login page.

Then Navigate to these “data 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
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Also, 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

[Scbono]

Hi, please see below as requested. Let me know what you think?

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	6.8	40	256 qam	25
2	251000000	6.1	38	256 qam	15
3	259000000	6.3	38	256 qam	16
4	267000000	6.1	38	256 qam	17
5	275000000	6.4	38	256 qam	18
6	283000000	6.5	40	256 qam	19
7	291000000	6.4	38	256 qam	20
8	299000000	6.6	39	256 qam	21
9	307000000	6.5	40	256 qam	22
10	315000000	6.4	40	256 qam	23
11	323000000	6.5	40	256 qam	24
12	339000000	6.4	40	256 qam	26
13	347000000	6.1	40	256 qam	27
14	355000000	6.1	38	256 qam	28
15	363000000	6.3	40	256 qam	29
16	371000000	6.1	40	256 qam	30
17	379000000	6.1	38	256 qam	31
18	387000000	5.9	40	256 qam	32
19	395000000	5.5	40	256 qam	33
20	403000000	5.3	40	256 qam	34
21	411000000	5.1	38	256 qam	35
22	419000000	5	38	256 qam	36
23	427000000	4.8	38	256 qam	37
24	435000000	5	38	256 qam	38

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	40.3	7	0
2	Locked	38.9	7	0
3	Locked	38.9	5	0
4	Locked	38.6	4	0
5	Locked	38.9	10	0
6	Locked	40.3	7	0
7	Locked	38.9	5	0
8	Locked	40.3	6	0
9	Locked	40.3	6	0
10	Locked	40.3	7	0
11	Locked	40.3	5	0
12	Locked	40.3	7	0
13	Locked	40.3	8	0
14	Locked	38.9	4	0
15	Locked	40.3	8	0
16	Locked	40.3	8	0
17	Locked	38.9	12	0
18	Locked	40.3	4	0
19	Locked	40.9	8	0
20	Locked	40.3	5	0
21	Locked	38.9	3	0
22	Locked	38.9	7	0
23	Locked	38.9	21	0
24	Locked	38.9	6	0

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	49600000	34	5120	64 qam	9
2	23600000	34	5120	64 qam	13
3	30100000	34	5120	64 qam	12
4	36600019	34	5120	64 qam	11
5	43099991	34	5120	64 qam	10

Upstream bonded channels

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

Network Log

Time	Priority	Description
11/01/2023 16:28:11	notice	LAN login Success;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
11/01/2023 03:21:53	notice	SW download Successful - Via NMS
11/01/2023 03:19:43	notice	SW Download INIT - Via NMS
08/01/2023 01:20:8	critical	No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
06/01/2023 06:27:40	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
06/01/2023 06:27:40	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
05/01/2023 00:11:48	critical	No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
02/01/2023 18:27:41	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
02/01/2023 18:27:41	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
30/12/2022 17:35:15	critical	No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
30/12/2022 13:03:49	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
30/12/2022 13:03:49	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
27/12/2022 06:34:27	critical	No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
26/12/2022 10:51:31	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt062-b.cm modified;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
26/12/2022 10:51:31	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
25/12/2022 01:49:49	critical	No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
23/12/2022 20:17:32	notice	LAN login Success;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
23/12/2022 20:16:50	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
23/12/2022 16:19:53	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
23/12/2022 16:17:24	Warning!	RCS Partial Service;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;

[Jodi_S]

Hi Scbono,

A warm welcome and thanks for posting on our community forums. We're sorry to hear that you've been experiencing connection issues with our internet service, we can certainly understand the fustration caused, especially when WFH. 

Remotely looking at the systems from our end, we can see that you have already contacted our team about this matter, and the issue is being monitored.

Please keep us posted with any changes, and come back to us if further assistance is required.

Kind regard Jodi. 

[Scbono]

Hi,

I did speak to VM customer services today. The First Lady I spoke with said it looked like an issue with our router as she could see intermittent issues and also the Ethernet connections were working ok, but wireless kept dropping out. Unfortunately we got disconnected.
When I called back the next CS agent did the same checks and told me there were service issues in my area and it was not my router???

when I said there were no reported issues on the app, he said not all service issues are published on their app / website. WTH!

He then told me to hard reset the router to try fix the issues - something I’ve done twice previously without helping. And if I still have issues tomorrow to call again and they will try send out an engineer. 

End result is I still have poor service - it’s still dropping in and out and have to go through everything again tomorrow. 😂😂😂

[Matthew_ML]

Hey Scbono, thank you for letting me know this.

I am going to send you a PM so we can look into this for you.

Please look out for the purple envelope. Thanks