Need a Definitive answer to my network issues

[Arthur_Pandiv]

First time post here but im at my wits end with the signal issues. 

I had a engineer initially come in June after my internet was down for multiple hours at a time, reviewed the hub and said how are you even receiving signal.  Then went through all the drama of replacing the cables to the exterior of the house. How ever the latency bars just seem insane vs some "oversubscribed" arears I've seen post wise. Im curretnly in the DY2 area. I am assuming that there's a issue with my Hub 5 and Internal signal from the initial engineer comments but I can never get one out via web chat or phone to see it again.  Attached are the past 2 days of my signal. Any advice or tips would most helpful, kind of regret going from HUB 4 to HUB 5 as in modem mode I never had this level of stress for my GIG 1. I've attached monitoring, hopefully it works, again sorry for the long post. 

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/a3... 

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/93... 

[Client62]

Share the Upstream and Downstream stats from the Hub and lets be having a look at the problem.  

Copy / Paste the text from the Hub's menus.   Please no screen shots, the results are impossible to read.

[Arthur_Pandiv]

No worries please see the following below.  Please let me know if you need the network log also 

Downstream bonded channels

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

1	259000000	-4.2	39	QAM 256	16
2	139000000	0.8	40	QAM 256	1
3	147000000	0.3	39	QAM 256	2
4	155000000	0.2	39	QAM 256	3
5	163000000	0.7	39	QAM 256	4
6	171000000	-1	39	QAM 256	5
7	179000000	-1.6	39	QAM 256	6
8	187000000	-2	39	QAM 256	7
9	195000000	-2.4	39	QAM 256	8
10	203000000	-2.7	39	QAM 256	9
11	211000000	-2.9	39	QAM 256	10
12	219000000	-3.3	38	QAM 256	11
13	227000000	-3.3	39	QAM 256	12
14	235000000	-3.5	39	QAM 256	13
15	243000000	-4	39	QAM 256	14
16	251000000	-4.1	39	QAM 256	15
17	267000000	-4.1	39	QAM 256	17
18	275000000	-4.4	39	QAM 256	18
19	283000000	-4.7	39	QAM 256	19
20	291000000	-4.9	39	QAM 256	20
21	299000000	-5	39	QAM 256	21
22	307000000	-5.1	39	QAM 256	22
23	315000000	-5.4	38	QAM 256	23
24	323000000	-5.7	38	QAM 256	24
25	331000000	-5.7	38	QAM 256	25
26	339000000	-5.7	38	QAM 256	26
27	347000000	-5.8	38	QAM 256	27
28	355000000	-5.9	38	QAM 256	28
29	363000000	-6.3	38	QAM 256	29
30	371000000	-6.2	38	QAM 256	30
31	379000000	-6.3	38	QAM 256	31

Downstream bonded channels

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

1	Locked	39	0	0
2	Locked	40	0	0
3	Locked	39	0	0
4	Locked	39	0	0
5	Locked	39	0	0
6	Locked	39	0	0
7	Locked	39	0	0
8	Locked	39	0	0
9	Locked	39	0	0
10	Locked	39	0	0
11	Locked	39	0	0
12	Locked	38	0	0
13	Locked	39	0	0
14	Locked	39	0	0
15	Locked	39	0	0
16	Locked	39	0	0
17	Locked	39	0	0
18	Locked	39	0	0
19	Locked	39	0	0
20	Locked	39	0	0
21	Locked	39	0	0
22	Locked	39	0	0
23	Locked	38	0	0
24	Locked	38	0	0
25	Locked	38	0	0
26	Locked	38	0	0
27	Locked	38	0	0
28	Locked	38	0	0
29	Locked	38	0	0
30	Locked	38	0	0
31	Locked	38	0	0

Upstream bonded channels

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

0	49600000	52	5120	QAM 64	1
1	43100000	52	5120	QAM 64	2
2	36600000	51.5	5120	QAM 64	3
3	30100000	51	5120	QAM 64	4
4	23600000	50.8	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[John_GS]

Hi @Arthur_Pandiv 

Thanks for posting and welcome to the community.

Sorry to hear of any issues with the broadband. I've done a system check and looks like there was a congestion issue the last few weeks that has been fixed but your levels of downstream and upstream, the majority are out of spec.

I'll send you a PM to get the tech visit booked in and if that congestion is still ongoing, they'll raise it again.

Best.

[John_GS · Accepted solution]

Hi @Arthur_Pandiv 

Thanks so much for joining me on PM and confirming your details. I've booked in the technician visit for the power levels. You can check the date and time via your online account. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment