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gambe1984
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Unstable Broadband connection for about a week

Hi

Just wondering if someone can assist with my connection issue, I have tried the tech support team and they kept telling me I just need check my cabling and connect to the 5ghz band and offering me a wifi pod (which I already have a mesh)

Essentially everything is massively unstable, connecting to the Playstation Network is a no go, just constantly disconnects, connecting to my work VPN is similar, using netflix on TV's comes up to check DNS settings etc. And I just cant get to the bottom of it.

Ive tried the basic stuff, replacing cables, rebooting the router, resetting it etc, none of which has improved the situation.

Thanks for any help

gambe1984
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Re: Unstable Broadband connection for about a week

Cable Modem StatusItem Status Comments
Acquired Downstream Channel (Hz)
163000000
Locked
Ranged Upstream Channel (Hz)
23600000
Locked
Provisioning State
Online
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gambe1984
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Re: Unstable Broadband connection for about a week

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11630000002.438256 qam4
2139000000036256 qam1
31470000001.738256 qam2
4155000000238256 qam3
51710000002.538256 qam5
61790000002.738256 qam6
71870000002.738256 qam7
8195000000338256 qam8
9203000000338256 qam9
102110000002.738256 qam10
112190000002.938256 qam11
122270000002.738256 qam12
132350000001.938256 qam13
142430000001.738256 qam14
152510000002.238256 qam15
162590000002.938256 qam16
172670000003.238256 qam17
182750000003.538256 qam18
192830000003.738256 qam19
20291000000438256 qam20
212990000004.438256 qam21
223070000004.538256 qam22
233150000004.938256 qam23
243230000005.340256 qam24


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.614159
2Locked36.65384350
3Locked38.63100319
4Locked38.925023177
5Locked38.62153476
6Locked38.923114
7Locked38.61342424
8Locked38.9921392
9Locked38.65040
10Locked38.6444396
11Locked38.94370
12Locked38.64160
13Locked38.64440
14Locked38.94260
15Locked38.94770
16Locked38.95060
17Locked38.94570
18Locked38.95230
19Locked38.94410
20Locked38.95100
21Locked38.95020
22Locked38.64990
23Locked38.65020
24Locked40.35430
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gambe1984
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Re: Unstable Broadband connection for about a week

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12360000051512032 qam5
23010000051512064 qam4
33660000051512064 qam3
44310000051512064 qam2


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0010
3ATDMA0010
4ATDMA0000
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jbrennand
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Re: Unstable Broadband connection for about a week

up power levels are all high and qam is dropping - try this
_________

Do a Hub “pinhole reset” - first make sure the 2 passwords on the Hub sticker are still there and legible first ! Disconnect any ethernet cables from the Hub (leave the coax connected), and then with the Hub still "switched on" throughout, press pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker.
See if that sorts it.
___________________-

Also, if you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Akua_A
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Re: Unstable Broadband connection for about a week

Hi @gambe1984,

Welcome back to our forums and Sorry to hear you have been having issues with your broadband.

We can understand the frustration caused and want to best help. I have had a look at our system and it seems you are having issues with your hub power levels. In this case, I have sent you a private message. Please look out for the purple envelope and provide a response when you can.

Thanks,

Akua_A
Forum Team



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gambe1984
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Re: Unstable Broadband connection for about a week

Have replied, thank you
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gambe1984
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Re: Unstable Broadband connection for about a week

Hi, I have pretty much already tried all this, and I do have a broadband quality monitor in place already which I probably should of shared.
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Akua_A
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Re: Unstable Broadband connection for about a week

I have sent you a response via Private message @gambe1984

Please respond when you are able to.

Thanks,

Akua_A
Forum Team



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