Thanks for getting back to us with that information. The odd T3 timeout shouldn't cause you issues but when checking your hub I'm unable to pull any data so I've sent you a PM to look at this further. Can you confirm if these disconnections happen over a wired or wireless connection.
Thanks for replying to my PM. I've been able to run some checks on the hub and everything is looking great. You mentioned that this happens over wired and wireless connection does this affect one or more devices too?
Any changes to the hub lights when this happens?
Is there anything showing in the hubs network log that matches these drop outs?
Yes it affects my Pc, Phone and my partners laptop all at the same time so it clearly is a problem with the hub/line as it happens across multiple devices at the same time so that rules out a defective Pc ect. No the lights on the hub stay normal it nothing flashing. Also when this happens nothing shows up in the network log. I have noticed that past say 5PM ish the drop outs seam to get a lot more frequent to a point where the internet is basically unusable.
Hey just a quick update, i had a engineer out today and he could not find anything wrong at all even when he saw the problem him self of losing internet access. He did say there is a slight bit of noise on my line at the green box a few doors down the street. So he has booked a network engineer to come out tomorrow to try and fix that and hopefully the problem will be sorted. I have included the network log for just today as i have been having a lot of issues today and dont know if they will help or not.
Well what a surprise no one has been out today, i am still getting the internet dropping connection so after almost 1 and a half months and 5 engineers the problem is still not fixed and the hub is showing a load of post rs errors again. What i want to know is why am i being charged for a service that just is not working and no one seams to know how to fix it
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
Well since no body can tell me what is going on i thought i would do some testing of my own to try and narrow down the issue. What i have done is run a continuous ping test from the pc to the hub to test if the problem is my hardware and that the problem was with my computer no communicating to the hub but after two hours it was fine. Then i ran a ping to google.co.uk so after around 30 mins or so i stated getting Destination host unreachable and request timed out, so the results say there is a issue with the hub contacting the internet. So the next step was to change my dns to googles dns 18.104.22.168 / 22.214.171.124 and run the ping again just to rule out VM'S dns as the issue and had the same issue. From my basic test the problem still points the problem to some where between the hub and internet but VM keep denying all issues and saying everything is perfect.
I am sorry we have taken a while to reach you, we are a little thin on the ground at the moment but doing our best. I have thoroughly checked your connection, network logs etc and I am unable to see anything wrong. Your diagnostics are interesting, perhaps if it happens again please try a traceroute to Google url as well as a ping, also then see if you are able to log into the hub check the status, navigate to >Tools>Traceroute> and try from there. Do you happen to have a broadband quality monitor set up, if so please post the link, no worries if not. The only other thing is when you have problems please check that base light on the hub as it tends to be a good indicator of status.
When the internet drops nothing changes with the hub regarding lights ect. I have even done a fresh win 10 install with drivers just in case it was my pc causing the issues it its still the same. I will try to get a trace done when it drops but some times the drop is only for a few seconds so it could be difficult. Also i am going to try to get a screen recording done so it will show the issue as well i dont know if it will help but a engineer might see the issue and say i know what is causing that if you know what i mean.