Unstable Broadband connection for about a week

[gambe1984]

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]

Refresh data

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	163000000	Locked
Ranged Upstream Channel (Hz)	23600000	Locked
Provisioning State	Online

[gambe1984]

Refresh data

Downstream bonded channels

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

1	163000000	2.4	38	256 qam	4
2	139000000	0	36	256 qam	1
3	147000000	1.7	38	256 qam	2
4	155000000	2	38	256 qam	3
5	171000000	2.5	38	256 qam	5
6	179000000	2.7	38	256 qam	6
7	187000000	2.7	38	256 qam	7
8	195000000	3	38	256 qam	8
9	203000000	3	38	256 qam	9
10	211000000	2.7	38	256 qam	10
11	219000000	2.9	38	256 qam	11
12	227000000	2.7	38	256 qam	12
13	235000000	1.9	38	256 qam	13
14	243000000	1.7	38	256 qam	14
15	251000000	2.2	38	256 qam	15
16	259000000	2.9	38	256 qam	16
17	267000000	3.2	38	256 qam	17
18	275000000	3.5	38	256 qam	18
19	283000000	3.7	38	256 qam	19
20	291000000	4	38	256 qam	20
21	299000000	4.4	38	256 qam	21
22	307000000	4.5	38	256 qam	22
23	315000000	4.9	38	256 qam	23
24	323000000	5.3	40	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	1415	9
2	Locked	36.6	5384	350
3	Locked	38.6	3100	319
4	Locked	38.9	2502	3177
5	Locked	38.6	2153	476
6	Locked	38.9	2311	4
7	Locked	38.6	1342	424
8	Locked	38.9	921	392
9	Locked	38.6	504	0
10	Locked	38.6	444	396
11	Locked	38.9	437	0
12	Locked	38.6	416	0
13	Locked	38.6	444	0
14	Locked	38.9	426	0
15	Locked	38.9	477	0
16	Locked	38.9	506	0
17	Locked	38.9	457	0
18	Locked	38.9	523	0
19	Locked	38.9	441	0
20	Locked	38.9	510	0
21	Locked	38.9	502	0
22	Locked	38.6	499	0
23	Locked	38.6	502	0
24	Locked	40.3	543	0

[gambe1984]

Refresh data

Upstream bonded channels

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

1	23600000	51	5120	32 qam	5
2	30100000	51	5120	64 qam	4
3	36600000	51	5120	64 qam	3
4	43100000	51	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

[jbrennand]

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

[Akua_A]

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,

[gambe1984]

Have replied, thank you

[gambe1984]

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.

[Akua_A]

I have sent you a response via Private message @gambe1984

Please respond when you are able to.

Thanks,