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Ceejay2021
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Internet not seamless and is slow

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

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Adduxi
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Message 2 of 17
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Re: Internet not seamless and is slow

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.

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Ceejay2021
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Message 3 of 17
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Re: Internet not seamless and is slow

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. 

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Andrew-G
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Message 4 of 17
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Re: Internet not seamless and is slow

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.

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Ceejay2021
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Message 5 of 17
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Re: Internet not seamless and is slow

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. 

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Adduxi
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Message 6 of 17
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Re: Internet not seamless and is slow

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. 

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Ceejay2021
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Message 7 of 17
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Re: Internet not seamless and is slow

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. 

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Andrew-G
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Message 8 of 17
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Re: Internet not seamless and is slow

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".

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Ceejay2021
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Message 9 of 17
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Re: Internet not seamless and is slow

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1227000000-7.238256 qam12
2139000000-8.538256 qam1
3147000000-8.238256 qam2
4155000000-838256 qam3
5163000000-7.938256 qam4
6171000000-7.738256 qam5
7179000000-7.938256 qam6
8187000000-7.538256 qam7
9195000000-7.738256 qam8
10203000000-7.538256 qam9
11211000000-7.740256 qam10
12219000000-7.240256 qam11
13235000000-7.440256 qam13
14243000000-7.538256 qam14
15251000000-7.740256 qam15
16259000000-7.738256 qam16
17267000000-8.438256 qam17
18275000000-8.238256 qam18
19283000000-8.738256 qam19
20291000000-8.738256 qam20
21299000000-8.938256 qam21
22307000000-8.938256 qam22
23315000000-938256 qam23
24323000000-1037256 qam24


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.660
2Locked38.650
3Locked38.670
4Locked38.600
5Locked38.600
6Locked38.950
7Locked38.9130
8Locked38.9200
9Locked38.9170
10Locked38.9220
11Locked40.360
12Locked40.300
13Locked40.340
14Locked38.950
15Locked40.330
16Locked38.940
17Locked38.600
18Locked38.950
19Locked38.660
20Locked38.660
21Locked38.6130
22Locked38.6200
23Locked38.640
24Locked37.650
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Ceejay2021
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Message 10 of 17
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Re: Internet not seamless and is slow

Welcome back!
Sign in to view or modify your Hub 3.0 settings.
PasswordShow
 


 
 
 
Router status

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13259996157512064 qam5


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
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