Internet not seamless and is slow

[Ceejay2021]

Hi

I work from home and access a remote desktop. 

It is really sluggish and the remote desktop disconnects about every 10 minutes. 

The IT dept have run tests and say the Internet is not seamless. They have tried to access my laptop and they said the connection was really slow. 

I have switched off the router, restarted laptop etc all the usual things but it seems to be a problem with the internet. 

Please could you advise what can be done about this? As you can imagine this is extremely frustrating and not very good when I am depending on the internet for work. 

Thanks

[Adduxi]

Post power levels, Pre and PostRS errors and Network logs.  Do not screenshot, copy and paste the text please.

Note there are no SLA's on residential contracts, so if you need redundancy for working from home, it may be prudent to get a backup broadband circuit.

[Ceejay2021]

I'm sorry but I don't understand what you are asking for? Where would I find those logs etc? 

I work from home as an employee. The IT department of my employer have checked the connection. They said it is sluggish and not seamless. It has been timing out during connection to the remote desktop. What is a broadband back up circuit? 

I have Virgin M100 Internet. 

[Andrew-G]

Asking the same thing as @Adduxi but in rather more words: Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

[Ceejay2021]

Thank you. When I follow that link, I've entered the settings password but it is saying someone else is also logged into the hub and so won't let me access it. Not sure why it would be saying that as I've not got it open on another browser. 

[Adduxi]

You do not need to log in. Read Andrews post and try again please. 
However if you have never logged in, do so for the first time and log out. 

[Ceejay2021]

I have followed the instructions provided by Andrew. 

I'm not even able to get to the login page. I get as far as entering the settings password and I get the error message.

I click the link provided. 

It asks me which language. I click OK. 

Page comes up asking for settings password.

Error message saying I am logged in elsewhere.

Nowhere on those pages is there an option to avoid logging in or to select the reports. 

I was logged into the app but signed out and deleted it. 

[Andrew-G]

Try a pinhole reset.  Then, when the hub comes back on line after about seven minutes like a normal reboot, you'll see the same language choice and login screen.  Use the settings password on the base of the hub (not the wifi password) to log in, and then log out again.  You might have to choose a new hub password, if so do that, then logout.  Then, reconnect to the hub's login page and without logging in you should see the white text link "Check router status".

[Ceejay2021]

Downstream bonded channels

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

1	227000000	-7.2	38	256 qam	12
2	139000000	-8.5	38	256 qam	1
3	147000000	-8.2	38	256 qam	2
4	155000000	-8	38	256 qam	3
5	163000000	-7.9	38	256 qam	4
6	171000000	-7.7	38	256 qam	5
7	179000000	-7.9	38	256 qam	6
8	187000000	-7.5	38	256 qam	7
9	195000000	-7.7	38	256 qam	8
10	203000000	-7.5	38	256 qam	9
11	211000000	-7.7	40	256 qam	10
12	219000000	-7.2	40	256 qam	11
13	235000000	-7.4	40	256 qam	13
14	243000000	-7.5	38	256 qam	14
15	251000000	-7.7	40	256 qam	15
16	259000000	-7.7	38	256 qam	16
17	267000000	-8.4	38	256 qam	17
18	275000000	-8.2	38	256 qam	18
19	283000000	-8.7	38	256 qam	19
20	291000000	-8.7	38	256 qam	20
21	299000000	-8.9	38	256 qam	21
22	307000000	-8.9	38	256 qam	22
23	315000000	-9	38	256 qam	23
24	323000000	-10	37	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	6	0
2	Locked	38.6	5	0
3	Locked	38.6	7	0
4	Locked	38.6	0	0
5	Locked	38.6	0	0
6	Locked	38.9	5	0
7	Locked	38.9	13	0
8	Locked	38.9	20	0
9	Locked	38.9	17	0
10	Locked	38.9	22	0
11	Locked	40.3	6	0
12	Locked	40.3	0	0
13	Locked	40.3	4	0
14	Locked	38.9	5	0
15	Locked	40.3	3	0
16	Locked	38.9	4	0
17	Locked	38.6	0	0
18	Locked	38.9	5	0
19	Locked	38.6	6	0
20	Locked	38.6	6	0
21	Locked	38.6	13	0
22	Locked	38.6	20	0
23	Locked	38.6	4	0
24	Locked	37.6	5	0

[Ceejay2021]

Welcome back!

Sign in to view or modify your Hub 3.0 settings.

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Router status

• Status
• Downstream
• Upstream
• Configuration
• Network Log

Refresh data

Upstream bonded channels

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

1

32599961

57

5120

64 qam

5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

0

0