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New customer intermittent speeds down to 0

Hi VM 

ive been a new customer for less than 2 weeks the first 5 days were brilliant On the 500mb fibre since then ive had nothing but bother phoned the call centre said there know there is issues but keep getting fobbed off one minuted the speed is up the next is down . Or disconnects altogether couldnt even go on thinkbroadband to get you a speed test has the upload part wouldnt upload to complete 

here is a picture of a speed test and its the same hard wired and wifi 

cant somebody just fix this is issue it cost me £100 to leave my old company to swap to this ..

 

 

BF435D8A-396F-4B8F-B765-369E1FF99C03.png

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Alessandro Volta
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Message 2 of 6
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Re: New customer intermittent speeds down to 0

Go round all the accessible internal and external 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.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 6
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Re: New customer intermittent speeds down to 0

Hi i set this up but  cant do a speed test i have 0.18 upload and it wouldnt complete the test at the time it kept sitting there at the stage 3 part. And ive checked all the connections to make sure they are tight. I will keep trying on thinkbroad to complete the test when the speed sort of picks back up again.  

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Alessandro Volta
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Message 4 of 6
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Re: New customer intermittent speeds down to 0

The Think Broadband isn't the speed test, it is a quality monitor.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Re: New customer intermittent speeds down to 0

Refresh data
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 331000000 5.1 40 256 qam 25
2 203000000 5.9 40 256 qam 9
3 211000000 5.9 38 256 qam 10
4 219000000 5.9 40 256 qam 11
5 227000000 5.9 40 256 qam 12
6 235000000 5.8 40 256 qam 13
7 243000000 5.6 40 256 qam 14
8 251000000 5.5 40 256 qam 15
9 259000000 5.4 40 256 qam 16
10 267000000 5.3 40 256 qam 17
11 275000000 5 40 256 qam 18
12 283000000 5 40 256 qam 19
13 291000000 4.9 38 256 qam 20
14 299000000 5 38 256 qam 21
15 307000000 4.9 40 256 qam 22
16 315000000 5 40 256 qam 23
17 323000000 5.1 38 256 qam 24
18 339000000 5.3 40 256 qam 26
19 347000000 5.3 40 256 qam 27
20 355000000 5.3 40 256 qam 28
21 363000000 5.4 40 256 qam 29
22 371000000 5 40 256 qam 30
23 379000000 5.1 38 256 qam 31
24 387000000 5.3 40 256 qam 32
1 53700000 3.375 5120 64 qam 10
2 39400000 3.175 5120 64 qam 12
3 46200000 3.175 5120 64 qam 11
4 60300000 3.375 5120 64 qam 9

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

20/10/2020 21:31:18 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/10/2020 21:26:6 notice Received REG-RSP while in REG-HOLD1 state;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/10/2020 21:19:32 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/10/2020 21:17:18 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/10/2020 13:22:37 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/10/2020 13:18:4 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/10/2020 12:46:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 11:49:31 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/10/2020 10:13:35 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/10/2020 00:41:24 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 10:37:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 06:06:50 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt053+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 06:06:50 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:13:24 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 18:13:24 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 11:31:10 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 11:26:4 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 11:25:51 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 11:24:5 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/10/2020 11:23:28 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Message 6 of 6
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Re: New customer intermittent speeds down to 0

Can you post the second table from the Downstream tab please.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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