Low downstream and high upstream - I guess I need to take time off work for a visit ?

[TimTheVanMan]

Our hub 3 has been struggling even morethan usual today, with several occasions where it dropped connection and then strugggled with a cycle of green flashing lights before I power cycled it. From what I can see the downstream levels are all low (too negative) and with only one upstream channel with high power and 16 qam theres something wrong in cabling terms ? I'm not sure I can face the hassle of the telephone obstacle course, and even if I do I'm not sure I can arrange to be at home when the option comes up for an engineer visit ! 

Downstream

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

1	323000000	-6.7	37	256 qam	24
2	203000000	-8.5	36	256 qam	9
3	211000000	-8.7	36	256 qam	10
4	219000000	-9.2	35	256 qam	11
5	227000000	-9.7	35	256 qam	12
6	235000000	-9.9	35	256 qam	13
7	243000000	-10.7	35	256 qam	14
8	251000000	-11.2	35	256 qam	15
9	259000000	-9	36	256 qam	16
10	267000000	-8.2	36	256 qam	17
11	275000000	-8.2	37	256 qam	18
12	283000000	-7.9	37	256 qam	19
13	291000000	-7.7	37	256 qam	20
14	299000000	-7.4	36	256 qam	21
15	307000000	-7.2	37	256 qam	22
16	315000000	-7	37	256 qam	23
17	331000000	-6.2	37	256 qam	25
18	339000000	-5.9	37	256 qam	26
19	347000000	-5.7	37	256 qam	27
20	355000000	-6.2	37	256 qam	28
21	363000000	-7.9	37	256 qam	29
22	371000000	-8.2	37	256 qam	30
23	379000000	-8.2	37	256 qam	31
24	387000000	-8.7	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.3	33	189
2	Locked	36.6	28	197
3	Locked	36.3	43	138
4	Locked	35.7	83	149
5	Locked	35.5	410	135
6	Locked	35.5	382	143
7	Locked	35.7	128	150
8	Locked	35.7	139	147
9	Locked	36.3	29	59
10	Locked	36.6	11	140
11	Locked	37.6	28	183
12	Locked	37.3	19	143
13	Locked	37.3	25	156
14	Locked	36.3	29	134
15	Locked	37.6	30	139
16	Locked	37.3	28	146
17	Locked	37.6	9	142
18	Locked	37.6	12	198
19	Locked	37.6	11	147
20	Locked	37.6	24	136
21	Locked	37.3	21	144
22	Locked	37.6	26	198
23	Locked	37.3	32	153
24	Locked	37.3	17	145

Upstream bonded channels

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

1

43099922

56.5

5120

16 qam

2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1

ATDMA

0

0

0

0

Network Log

Time Priority Description

25/02/2024 15:12:11	notice	LAN login Success;
25/02/2024 15:12:7	Warning!	LAN login FAILED : Incorrect Username / Password / ConnectionType;
25/02/2024 15:08:0	Warning!	RCS Partial Service;CM--VER=3.0;
25/02/2024 15:08:0	critical	SYNC Timing Synchronization failure - Loss of Sync;
25/02/2024 15:03:36	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
25/02/2024 15:02:45	critical	No Ranging Response received - T3 time-out;
25/02/2024 15:02:16	critical	REG RSP not received;
25/02/2024 15:02:16	Error	T6 Timeout and retries exceeded;
01/01/1970 00:02:31	Warning!	ToD request sent - No Response received;
01/01/1970 00:01:43	critical	No Ranging Response received - T3 time-out;
25/02/2024 14:58:47	Warning!	RCS Partial Service;
25/02/2024 14:58:45	Warning!	Lost MDD Timeout;
25/02/2024 14:58:45	Warning!	RCS Partial Service;
25/02/2024 14:58:44	Warning!	Lost MDD Timeout;
25/02/2024 14:58:37	Warning!	RCS Partial Service;
25/02/2024 14:58:36	Warning!	Lost MDD Timeout;
25/02/2024 14:58:36	Warning!	RCS Partial Service;
25/02/2024 14:58:35	Error	Service Change Response rejected - Invalid transaction ID;
25/02/2024 14:58:35	Warning!	RCS Partial Service;
25/02/2024 14:58:34	Warning!	Lost MDD Timeout;

[Steven_L]

Hey TimTheVanMan,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment, I can see that you have been able to speak to the team and get a technician visit booked in. Please let us know how the visit goes, if you get the chance that is 👍

Kind Regards,

Steven_L

[TimTheVanMan]

A really helpful and knowledgable technician has just fixed our connection !

The issue was with the isolator in the wall socket. Signals were good before that and bad after. A previous fix some years ago had left us with a 10dB attenuator, and he took that away too.

We now have downstream levels at 0-5 dBmV and 5 upstream at 46 dBmV. The upstream channels are only at 16qam.

I havent run a speed test for quite some time, but right now I'm seeing 36 down and 25 up on ookla. Given that the virgin package we pay for shows 250, that seems pretty poor ? 

[Client62]

The Upstream should be 64 QAM with between 4 and 6 channels connected.
Try 0800 561 0061 to see if there is a known noise fault in your street.  
There may be more to fix.

Use this test to see the service speed to the Hub and from the Hub to your devices.
https://www.samknows.com/realspeed/
Once the test begins click on: Run full test to see all the stats.

[Kath_F]

Hi TomTheVanMan, 

Thanks for taking the time to update us via the Community. 

We're happy to hear the engineer was able to get some things sorted for you but I'm sorry to hear that issues have continued. 

Taking a look at things this end, the hub is showing all good. All power & signal levels are optimal. Your downstream and upstream are connecting correctly too. There is nothing in the area affecting either. 

Can you please ensure you're you're running the speed test through SamKnows and also ensure you're connected via an ethernet cable to get a true reflection of the speed. 

Pop a screenshot of your results here so we can help advise further. 

Thanks, 

[TimTheVanMan]

I think we've just about had enough now. The hub pretty much needs a hard reboot / power cycle every day to correct 'no internet' to our devices. All the router stats show absolutely fine, but with jncreasing frequency we cannot connect to the Web. The TV signal connection is generally fine, although we've had issues with streaming services.

The hub is in modem mode, as the original WiFi was poor and configuring even a couple of simple rules for port forwarding was a frustrating process. However, even the router tells me there's no internet connection available. Are there any tools that will he'll diagnose ? I know I can probably just hard reboot and sort it, but I'm fed up with that now.

Also, just to rub salt, the last speed check I tried showed 10Mbs download, compared to  paid for 250. I had a sales call yesterday and they tried to sell be a 1Gig upgrade for additional cost, and told me that using 5 or 6 devices was the reason its slow at the moment! 

I'm using 4G on my phone to post this, as yet again the hub says everything is fine, but no devices will  connect.

[Tom_W1]

Hi @TimTheVanMan thanks for your reply here, sorry this is still ongoing for you.

So we've ran checks and all levels are within the correct specifications, we're unable to see any disruption on the line that could be causing any issues.

Have you tried a wired connection with any suitable devices to see if this helps?

Many thanks

[TimTheVanMan]

Thanks for your suggestions. The hub is in wifi mode, with a netgear router attached. When we have this issue the router indicates no internet connection too  so I don't think it's related to the wire. I will replace the cat 5 cable though, just in case !

I'm not surprised that the hub is indicating everyrhjngjis fine, when we have this issue I can almost always connect to the hub and see the network status is OK, and there are no worrying error messages.

The v6 TV box is pretty stable for TV, but when other devices indicate no internet it cannot allow access to streaming services such as iplayer.

It's frustrating, as a power cycle on the hub almost always fixes it, but a soft reboot doesn't. That means we power cycle our hub at least once a week. Maybe I should just pop in a hardware timer that power cycles it every few hours to get around this.

[Zach_R]

Hi @TimTheVanMan,

As we can't offer full diagnostics via a third party router/equipment, we would suggest performing the test and troubleshooting that we've suggested in our earlier posts directly via our router.

Let us know how you get on.

Thanks,