Drop outs for over 2 weeks now

Question

Hi, our broadband (Hub 4) has been cutting out at regular points for over 2 weeks now. I've setup a BQM monitor which has shown a lot of packet loss, along with some high latency:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c7dfd678ba8d5724a14877df13be13bbfb9af860

Any help would be appreciated please. I'll also copy the downstream and upstream info. from our hub below.

Thanks,
Nick
-----------------------------

3.0 Downstream channels

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

4	162750000	1.5	37.6	QAM256	4
1	138750000	2.2	37.6	QAM256	1
2	146750000	2.1	37.6	QAM256	2
3	154750000	2	38.6	QAM256	3
5	170750000	1	37.6	QAM256	5
6	178750000	0.9	37.6	QAM256	6
7	186750000	1.1	37.6	QAM256	7
8	194750000	0.9	37.6	QAM256	8
9	202750000	0.7	38.6	QAM256	9
10	210750000	0.3	37.6	QAM256	10
11	218750000	0.1	37.6	QAM256	11
12	226750000	0	37.6	QAM256	12
13	234750000	-0.5	37.6	QAM256	13
14	242750000	-1.5	37.6	QAM256	14
15	250750000	-2	36.6	QAM256	15
16	258750000	-1.6	37.4	QAM256	16
17	266750000	-0.8	37.4	QAM256	17
18	274750000	-0.6	37.6	QAM256	18
19	282750000	-0.7	37.4	QAM256	19
20	290750000	-0.9	37.4	QAM256	20
21	298750000	-1	37.6	QAM256	21
22	306750000	-0.6	37.6	QAM256	22
23	314750000	-0.1	37.6	QAM256	23
24	322750000	0.3	38.6	QAM256	24
25	330750000	0.5	37.6	QAM256	25
26	338750000	0.2	37.6	QAM256	26
27	346750000	0	37.6	QAM256	27
28	354750000	-0.2	37.6	QAM256	28
29	362750000	-0.2	37.6	QAM256	29
30	370750000	0	37.6	QAM256	30
31	378750000	0.4	39	QAM256	31

nt454 · Answer

3.0 Downstream channelsChannel Lock Status RxMER (dB) Pre RS Errors Post RS Errors4Locked37.636276001Locked37.636276002Locked37.636276003Locked38.605377005Locked37.636276006Locked37.636276007Locked37.636276008Locked37.636276009Locked38.6053770010Locked37.6362760011Locked37.6362760012Locked37.6362760013Locked37.6362760014Locked37.6362760015Locked36.6096530016Locked37.3559880017Locked37.3559880018Locked37.6362760019Locked37.3559880020Locked37.3559880021Locked37.6362760022Locked37.6362760023Locked37.6362760024Locked38.6053770025Locked37.6362760026Locked37.6362760027Locked37.6362760028Locked37.6362760029Locked37.6362760030Locked37.6362760031Locked38.983261003.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 159964K1840QAM40967593.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile) 159Locked39-3.3353451679103.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 12360000046.35120 KSym/secQAM64523010000046.55120 KSym/secQAM64433660000047.55120 KSym/secQAM643443100000475120 KSym/secQAM642549600000475120 KSym/secQAM6413.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1ATDMA00002ATDMA00003ATDMA00004ATDMA00005ATDMA00003.1 Upstream channelsChannel Channel Width (MHz) Power (dBmV) FFT Type Modulation 610.037.22KQAM83.1 Upstream channelsChannel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 6OFDMA20053.900

Beth_G · Answer

Hi nt454
Thank you for your post and taking the time to post your logs. We're sorry to hear you've been having some trouble with your broadband service!
I've had a look on this side and can see that you were able to speak with the Faults Team and arrange an engineer visit. Do let us know how the visit goes and if you need help with anything else.
All the best,

nt454 · Answer

Hi,We had an engineer visit, but unfortunately they weren't much help. They didn't actually check our connection and tried to blame our mesh system, without reason, even though we're getting the same issues using ethernet.Our connection is still dropping out at least hourly and the BQM monitor shows this, with dropped packets at the same time:https://www.thinkbroadband.com/broadband/monitoring/quality/share/c7dfd678ba8d5724a14877df13be13bbfb9af860&nbsp;Going on the broadband status checker on the app has shown "intermittent issues" for over 4 weeks now, but it hasn't been fixed. Is there an update on this please? Also, how do we go about getting compensation, as there's no option on the app to request this and we've had a dodgy connection for over 4 weeks now?Thanks,Nick

Steven_L · Answer

Thanks for coming back to us nt454 and I'm sorry to hear of the issues that you're having with your connection. The technician notes state that you were advised that this due to your mesh system, the technician should have explained why, we also haven't been given any further information as to why either. Are you able to test your connection without using your mesh system to fully rule that out as the cause of the issues?
Kind Regards,
Steven_L

nt454 · Answer

Hi, the engineer didn't test our system at all, just saw we had a mesh system so tried to blame that 🫤. We've since tested it with the mesh system switched off and just connecting direct to the hub and we get the same issues. The connection drops out at least once an hour and is barely useable.I've attached a copy of the latest BQM, showing a lot of dropped packets, along with latency issues:Please can we either try a replacement hub or get a different engineer to check our line?Thanks,Nick

Forum Discussion

Drop outs for over 2 weeks now

3.0 Downstream channels

7 Replies

3.0 Downstream channels

3.1 Downstream channels

3.1 Downstream channels

3.0 Upstream channels

3.0 Upstream channels

3.1 Upstream channels

3.1 Upstream channels

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4	Locked	37.636276
1	Locked	37.636276
2	Locked	37.636276
3	Locked	38.605377
5	Locked	37.636276
6	Locked	37.636276
7	Locked	37.636276
8	Locked	37.636276
9	Locked	38.605377
10	Locked	37.636276
11	Locked	37.636276
12	Locked	37.636276
13	Locked	37.636276
14	Locked	37.636276
15	Locked	36.609653
16	Locked	37.355988
17	Locked	37.355988
18	Locked	37.636276
19	Locked	37.355988
20	Locked	37.355988
21	Locked	37.636276
22	Locked	37.636276
23	Locked	37.636276
24	Locked	38.605377
25	Locked	37.636276
26	Locked	37.636276
27	Locked	37.636276
28	Locked	37.636276
29	Locked	37.636276
30	Locked	37.636276
31	Locked	38.983261

1	23600000	46.3	5120 KSym/sec	QAM64	5
2	30100000	46.5	5120 KSym/sec	QAM64	4
3	36600000	47.5	5120 KSym/sec	QAM64	3
4	43100000	47	5120 KSym/sec	QAM64	2
5	49600000	47	5120 KSym/sec	QAM64	1

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