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mouse2mouse
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Intermittent drops - post RS errors. Assistance appreciated

I'm experiencing an intermittent drop in internet connection on my 200Mbps VIVID account using a Superhub 2AC.

Particularly noticeable when audio or video streaming as the connection drops for approx 10 seconds randomly perhaps once or twice an hour (sometimes more, sometimes less)

I've check performance on several PCs on wired connections to the Superhub.  All are experiencing the same performance drops.  I've removed any potential queries such as gigabit switches - linking PCs directly to the Superhub.  Superhub has been power cycled and reset as per VM advice with no improvement.

CS were going to send an engineer (as our VM phone is currently defective) - but this is now a known area fault for phone service so the engineer will no longer be attending our property.

Pingplotter seems to point to momentary high Packet Loss on my router and hop 1 (**********) possibly at the same times as connection is lost.

Any help and escalation would be appreciated.

Downstream   DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz) 235000000 243000000 251000000 259000000 267000000 275000000 283000000 291000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 113 114 115 116 133 134 135 136
Modulation 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV) 3.37 4.19 2.94 3.89 2.93 3.71 3.57 4.05
RxMER (dB) 37.09 37.36 36.84 37.09 37.09 37.09 37.09 37.09
Pre RS Errors 533 782 479 479 544 1078 460 428
Post RS Errors 295 296 310 323 321 952 375 318

 

Upstream   US-1 US-2 US-3 US-4

Channel Type N/A N/A 2.0 2.0
Channel ID N/A N/A 5 6
Frequency (Hz) N/A N/A 31000000 24400000
Ranging Status Other Other Success Success
Modulation N/A N/A 16QAM 16QAM
Symbol Rate (Sym/sec) N/A N/A 5120000 5120000
Mini-Slot Size N/A N/A 4 4
Power Level (dBmV) N/A N/A 45.25 43.75
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1 0 0 0
T4 Timeouts 0 0 0 0

 

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Re: Intermittent drops - post RS errors. Assistance appreciated

Hi mouse2mouse,

 

Welcome to the community and thanks for posting.

 

I'm sorry to read that you are experiencing intermittent broadband connection. I can imagine how frustrating this must be.

 

From checking your connection, the line and hub have come back as fine. There have been no time-outs reported since the router has been online for over 8 days.

 

Can you post the network log from the router settings please to see if there are any time-outs showing? 

 

You can also create a Broadband Quality Monitor which will check the performance of the connection. If you do set up the BQM make sure that you go into your router settings > Advanced Settings > Ping > and tick Respond to ICMP echo requests sent to WAN IP.

 

Let us know how you get on

Sam


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mouse2mouse
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Re: Intermittent drops - post RS errors. Assistance appreciated

Sam,

 

Thanks for your response.  I've done some more digging and have noticed that the Super Hub is randomly dropping internet connectivity to all devices attached to it (either wired or wireless).  Happen to notice it today whilst working on my PC (wired to the superhub), with the LAN adaptor icon dropping to 'no internet'.  This also happens randomly on other PCs connected to the superhub (wired).  

Not sure if the superhub is beginning to fail.  How do I order a replacement superhub please ?

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mouse2mouse
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Re: Intermittent drops - post RS errors. Assistance appreciated

Looks like the issue has been resolved.  Many thanks.

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