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jon205
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WiFi Speed/Dropout nightmares

Hi Folks,

Hope you are all well! Your lovely Twitter people sent me over here to make a thread after speaking to the fault team over the phone (who weren't so great).

We're currently paying for ~200Mbps download but are increasingly finding that during the day we either drop to <10Mbps or experience a complete outage until rebooting the Hub which usually solves the problem.

We're seeing this across both 2.4GHz and 5GHz devices wirelessly, as well as on Ethernet via both homeplugs and direct into the hub.

Have been through the standard diagnostics offered by VM, including moving closer to the router, checking connections, factory reset etc yet we're still back in the same boat and are having to rely more on our mobile data than the WiFi we pay for 😞

 

Would welcome any suggestions on what to try next? We have a complaint number now following the call this morning but realise it may take a while to hear back. I've just setup a BQM via Think Broadband so am hoping for good results from that.

Thanks in advance!

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tehwolf
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Re: WiFi Speed/Dropout nightmares

post the "sharing" link for your BQM back here.

Additionally, it's worth posting up your router stats - browse to your hub on http://192.168.0.1 - don't log in, click on "router status" and copy/paste the tables from the Upstream, Downstream and Network Log tabs back here - you'll need to do each table in its own post - it's too big to put them all in one..

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jon205
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Re: WiFi Speed/Dropout nightmares

Hey,

Here's the sharing link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/35088ef513cde1d29d486be90f0e92e422...

So far haven't touched my firewall settings on the Hub 3 but would welcome any thoughts on if that's required for their test to work well.Tables to come in the next 3 posts!

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jon205
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Re: WiFi Speed/Dropout nightmares

Downstream bonded channels

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

13310000003.740256 qam25
22190000003.538256 qam11
32270000003.238256 qam12
4235000000340256 qam13
52430000003.440256 qam14
62510000003.740256 qam15
72590000003.740256 qam16
82670000003.440256 qam17
9275000000340256 qam18
10283000000340256 qam19
112910000003.440256 qam20
122990000003.540256 qam21
133070000003.540256 qam22
143150000003.440256 qam23
153230000003.540256 qam24
16371000000240256 qam26
17379000000240256 qam27
183870000001.940256 qam28
19395000000240256 qam29
204030000002.440256 qam30
214110000002.740256 qam31
224190000002.540256 qam32
234270000002.440256 qam33
244350000001.940256 qam34



Downstream bonded channels

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

1Locked40.300
2Locked38.650
3Locked38.650
4Locked40.940
5Locked40.950
6Locked40.950
7Locked40.950
8Locked40.350
9Locked40.960
10Locked40.960
11Locked40.970
12Locked40.9180
13Locked40.360
14Locked40.360
15Locked40.360
16Locked40.3100
17Locked40.3130
18Locked40.960
19Locked40.340
20Locked40.340
21Locked40.3100
22Locked40.350
23Locked40.340
24Locked40.900
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jon205
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Re: WiFi Speed/Dropout nightmares

Upstream bonded channels

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

16030000045.8512064 qam1
24620000045.3512064 qam3
35370000045.8512064 qam2
43940000045512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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jon205
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Re: WiFi Speed/Dropout nightmares

And finally, the network log (featuring me forgetting my newly reset admin password... oops!)

Router was reset within the last hr per VM's advice over the phone so not a huge amount to see at the mo.

Network Log

Time Priority Description

03/02/2021 08:32:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 08:27:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 08:27:47Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 08:24:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 19:45:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 11:47:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 10:27:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 07:41:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 07:40:51Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 05:21:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:58:20noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:33Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 19:59:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 17:26:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 08:42:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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tehwolf
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Re: WiFi Speed/Dropout nightmares


@jon205 wrote:

Hey,

Here's the sharing link: 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/35088ef513cde1d29d486be90f0e92e422...

So far haven't touched my firewall settings on the Hub 3 but would welcome any thoughts on if that's required for their test to work well.Tables to come in the next 3 posts!


perfect. if the hub is blocking ICMP then it'll just show a red bar.. there hasn't been enough time yet to see though - it takes a while to populate and a full 24 hours to get a decent dataset. 

jon205
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Re: WiFi Speed/Dropout nightmares

Unsure where my Network Log post vanished to but here it is again, featuring my failed login attempts after forgetting my admin password earlier. Not much to see, as another factory reset was done this morning on VM's request.

 

Network Log

Time Priority Description

03/02/2021 08:32:34noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 08:27:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 08:27:47Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/02/2021 08:24:23noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 19:45:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 11:47:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/02/2021 10:27:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 07:41:2noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 07:40:51Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/02/2021 05:21:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:58:20noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:33Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 20:51:9noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/01/2021 19:59:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 17:26:58criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/01/2021 08:42:10noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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tehwolf
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Re: WiFi Speed/Dropout nightmares

so *i* can't see anything obviously wrong with the logs.. but I'm no expert on that stuff.

need to give the BQM some time to populate now.. 

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Megan_L
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Re: WiFi Speed/Dropout nightmares

Hi jon205,

Thanks for using the forums to get this issue with your services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you. 

Usually what we would ask you to do is just follow these links in order to try and resolve it before we have a look- 
Slow Speeds Help
Intermittent Connection
We may also ask you for a bit more information so we can understand your specific issue like have you checked your speed using our Speed test site here? Also we may need you to use a BMQ graph to gain more of an insight into your HUB's performance, this needs to stay active for 24 hours so we can see a good chunk of activity. We also may need to you reboot your HUB so that the data on the HUB's logs can reset, this helps the performance and also helps us identify any issues on our side. 

Please let me know what you find out after following these steps!

Thanks,

Megan_L

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