Menu
Reply
Mav90
  • 6
  • 0
  • 0
Joining in
580 Views
Message 1 of 11
Flag for a moderator

Intermittent connection

Hello,

Firstly my issue starts at 10pm every night till 1am. The internet speed drops to 2mb down and 0.20 upload. I have called the customer service team, they supplied me with a new router. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f032ba32d04c13b80e239f6a2eab8f8dfd89a80b

 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
556 Views
Message 2 of 11
Flag for a moderator

Re: Intermittent connection

Has the new Hub made any difference to the connection ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
Mav90
  • 6
  • 0
  • 0
Joining in
538 Views
Message 3 of 11
Flag for a moderator

Re: Intermittent connection

Not a blind bit of difference. Dropped out like clockwork at 10pm

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
534 Views
Message 4 of 11
Flag for a moderator

Re: Intermittent connection

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

Put your Hub into Modem Mode and check again using a direct connection using a Cat 5E/6 cable between the Hub and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
Mav90
  • 6
  • 0
  • 0
Joining in
532 Views
Message 5 of 11
Flag for a moderator

Re: Intermittent connection

Already tired that. Still had the same issue.

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
529 Views
Message 6 of 11
Flag for a moderator

Re: Intermittent connection

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.

Go round all the accessible 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.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Alex_RM
  • 4.48K
  • 258
  • 341
Forum Team
Forum Team
417 Views
Message 7 of 11
Flag for a moderator

Re: Intermittent connection

Hi Mav90,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry for the late reply and to see you've been having some issues with your connection.

 

I can see you've been able to get in touch with the team since posting and have this in hand.

 

Keep us posted with how you get on with this.

 

Alex_Rm

0 Kudos
Reply
Mav90
  • 6
  • 0
  • 0
Joining in
377 Views
Message 8 of 11
Flag for a moderator

Re: Intermittent connection

My BQM 

Hey Alex,

The engineer came yesterday. He said there was something wrong with the box on my street. Someone has noise on their line and that's what keeps knocking my internet out at the same 10pm every night. Can you confirm this is right? Kind of felt like I was getting fobbed off a little as it was the guys last day working for VM.

Im questioning this because the Check service status for BB says nothing about any of it for my area. 

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

Re: Intermittent connection

Looking at your BQM the engineer is probably correct.

Are you going to post your Hub data ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
Mav90
  • 6
  • 0
  • 0
Joining in
355 Views
Message 10 of 11
Flag for a moderator

Re: Intermittent connection

Downstream bonded channels

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

11390000001.940256 qam1
21470000001.940256 qam2
31550000001.740256 qam3
41630000001.440256 qam4
51710000001.240256 qam5
61790000000.940256 qam6
71870000000.740256 qam7
81950000000.440256 qam8
9203000000040256 qam9
10211000000-0.240256 qam10
11219000000-0.240256 qam11
12227000000-0.240256 qam12
13235000000-0.440256 qam13
14243000000-0.740256 qam14
15251000000-0.740256 qam15
16259000000-0.740256 qam16
17267000000-0.540256 qam17
18275000000-0.540256 qam18
19283000000-0.440256 qam19
20291000000-0.440256 qam20
21299000000040256 qam21
22307000000040256 qam22
23315000000040256 qam23
24323000000040256 qam24



Downstream bonded channels

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

1Locked40.95542
2Locked40.32940
3Locked40.93923
4Locked40.34251
5Locked40.93636
6Locked40.93539
7Locked40.94048
8Locked40.94423
9Locked40.32856
10Locked40.93026
11Locked40.92624
12Locked40.33125
13Locked40.93916
14Locked40.95112
15Locked40.9499
16Locked40.9480
17Locked40.9440
18Locked40.3530
19Locked40.9520
20Locked40.3450
21Locked40.9260
22Locked40.3300
23Locked40.9440
24Locked40.3370

Upstream bonded channels

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

1394001414.575512064 qam4
2462000004.625512064 qam3
3537000004.725512064 qam2
4326000314.525512016 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
0 Kudos
Reply