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dmc5299
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Internet very fast - but keeps cutting out

My internet speeds are nearly always very fast but throughout the day I am losing connection. I am using Microsoft Teams a lot and calls drop, it is even so bad that the Google homepage doesn't load. This happens even 2m away from the hub, in the same room. During one teams call it might drop two or three times and take many minutes to come back.

I have just installed a new hub3 and it made no difference to the issue, and the ping is also low.

This is getting extremely frustrating and making my internet almost redundant when I can't use it to work from home. Any thoughts?

 

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tehwolf
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Re: Internet very fast - but keeps cutting out

as you are able to work so close to the hub, have you tried it whilst wired in with an ethernet cable?

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dmc5299
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Re: Internet very fast - but keeps cutting out

I haven't, but this isn't a solution any way as there are 3 of us so only one of us can be in that room, the others have to do their work from other rooms.

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tehwolf
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Re: Internet very fast - but keeps cutting out


@dmc5299 wrote:

I haven't, but this isn't a solution any way as there are 3 of us so only one of us can be in that room, the others have to do their work from other rooms.


Understood, but it’s worth doing the test, because if it all works over a cable then it suggests that the underlying connection is ok and it’s just an issue with the wireless.. 

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dmc5299
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Re: Internet very fast - but keeps cutting out

Given it is an intermittent problem, testing out this way would mean me sitting within a meter or so of the hub, for an entire day, which I am not sure is really feasible. Considering it is a brand new hub though, and considering it happens when I am even in the same room, what exactly would cause this issue, if we are going to blame the wifi here?

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tehwolf
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Re: Internet very fast - but keeps cutting out

The problem you have, is that VM do not guarantee any level of performance or speed over Wi-fi.. by testing with a cable.  If you raise a ticket with them about the wifi performance being poor you’ll eventually get fobbed off by them and they’ll tell you that from what they can see, the connection is good and if you’re using a cable you’ll get the full speed.

if you confirm that the ethernet connection is good, stable and at the speeds you expect, then you have options

1. You could try to refine the wifi broadcast from the hub - splitting the wifi bands (2.4 and 5ghz)  into two separate networks & disabling some of the “smart wifi” options. In some cases, doing this is enough to resolve some of the issues that users face.. or

2. Buy your own better quality wifi router or mesh system and use the VM hub in modem mode.. 

option 2 is something that a lot of people that come to this forum seeking help end up doing.. the hub is not a good wireless router.. whether or not you think that VM should provide a device that is fit for purpose is kinda moot - the hub is the hub - it’s good enough for some people, and falls short for many others.. 

before you spend any money though, it’s worth testing the underlying connection because if that is the issue, then adding a new/different router isn’t going to help much..

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dmc5299
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Re: Internet very fast - but keeps cutting out

No luck with it hooked up by wire.

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tehwolf
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Re: Internet very fast - but keeps cutting out

set up a BQM.

browse to your hub on http://192.168.0.1 - don't log in - click Router Status.

Copy/paste the tables from Upstream, Downstream and Network Log back to this thread.

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sakfus
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Re: Internet very fast - but keeps cutting out

I've got the same problem. I don't use wifi just cable connection.

 

  PING bbc.co.uk (151.101.192.81): 64 data bytes
72 bytes from 151.101.192.81: seq=0 ttl=59 time=10.000 ms
72 bytes from 151.101.192.81: seq=1 ttl=59 time=10.000 ms
--- bbc.co.uk ping statistics ---
3 packets transmitted, 2 packets received, 33% packet loss
round-trip min/avg/max = 10.000/10.000/10.000 ms

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
298750000
Locked
Ranged Upstream Channel (Hz)
53700053
Locked

Provisioning State

Online

 

Downstream bonded channels

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

12987500005.338256 qam21
21387500008.638256 qam1
31467500008.538256 qam2
41547500009.138256 qam3
51627500009.438256 qam4
6170750000938256 qam5
71787500008.338256 qam6
81867500008.138256 qam7
9194750000838256 qam8
102027500007.838256 qam9
112107500007.538256 qam10
122187500006.538256 qam11
132267500005.638256 qam12
142347500004.938256 qam13
152427500004.938256 qam14
162507500005.338256 qam15
172587500006.338256 qam16
182667500006.638256 qam17
192747500006.638256 qam18
20282750000638256 qam19
212907500005.638256 qam20
223067500005.438256 qam22
233147500005.538256 qam23
243227500005.838256 qam24



Downstream bonded channels

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

1Locked38.660
2Locked38.900
3Locked38.650
4Locked38.660
5Locked38.650
6Locked38.650
7Locked38.950
8Locked38.600
9Locked38.660
10Locked38.670
11Locked38.640
12Locked38.950
13Locked38.610
14Locked38.680
15Locked38.970
16Locked38.900
17Locked38.950
18Locked38.950
19Locked38.650
20Locked38.650
21Locked38.630
22Locked38.960
23Locked38.950
24Locked38.960

 

Upstream bonded channels

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

15370005335.8512064 qam2
23259999833.3512064 qam5
33940000033.3512032 qam4
44619996434.3512064 qam3

 

09/02/2021 01:27:8criticalNo Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
09/02/2021 01:25:44criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxCMTS-MAC=xxx CM-QOS=1.1;CM-VER=3.0;
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Steven_L
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Re: Internet very fast - but keeps cutting out

Hey @sakfus

 

Welcome back to the community and thanks for your post.

 

I have been able to locate your account and cannot see any issues with your equipment on the network connection in your home or on the network in your local area.

 

How are things running at the moment? Any improvements since you posted?

 

Regards

Steven_L

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