Is this the best place to request an engineer? Hub/BQM doesn't look good.

Question

I recently just upgraded to Gig1 (cable, not full fibre), as I was mainly looking to replace the old router for the newer Hub 5 model. Note that I run the router in modem mode, as I use a home-built OPNsense router/firewall (which the BQM pings to), switch and AP setup. While on 500Mbps for the last year, the BQM has been showing awful spotty dropped packets/downtime, and as the upgrade to 1Gbps was only £4 extra a month, I thought that was worth it for the newer modem in case that was partly the issue.

Alas, the upgrade hasn't made any difference, if anything, I have even more dropped packets. I've never submitted the hub "router status" before, but from others i've compared it to on here, i'm pretty sure something needs to be looked at. Of course, whenever I run the test tool from the VM app/website, nothing comes up as negative, hence me asking here for some feedback. Note that the BQM from today doesn't actually look that bad, but since the upgrade, I have got the odd dropped packets throughout the day, which never used to be there, instead, I would normally get about an hours downtime around 2pm every day! But still, I thought useful to show regardless.

As for speed, on ethernet, i'm averaging 800/100, but it's the stability of the line i'm more concerned with (I work in IT, sometimes remotely).

Any thoughts/advice would be greatly appreciated!

3.0 Downstream channels

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

1	362000000	-1.3	30	QAM 256	29
2	146000000	0.1	42	QAM 256	2
3	154000000	0.3	42	QAM 256	3
4	162000000	0.5	42	QAM 256	4
5	170000000	0.6	41	QAM 256	5
6	178000000	0.7	41	QAM 256	6
7	186000000	0.7	41	QAM 256	7
8	194000000	0.7	41	QAM 256	8
9	202000000	0.9	41	QAM 256	9
10	210000000	-1.1	41	QAM 256	10
11	218000000	-2.2	41	QAM 256	11
12	226000000	-2.5	41	QAM 256	12
13	234000000	-1.6	41	QAM 256	13
14	242000000	-1.3	41	QAM 256	14
15	258000000	-1	41	QAM 256	16
16	266000000	0.8	41	QAM 256	17
17	290000000	0.3	42	QAM 256	20
18	298000000	0.3	42	QAM 256	21
19	322000000	0.3	42	QAM 256	24
20	330000000	-1.3	41	QAM 256	25
21	354000000	-1.5	41	QAM 256	28
22	370000000	-1.5	41	QAM 256	30
23	378000000	-1.8	41	QAM 256	31
24	386000000	-2.2	41	QAM 256	32
25	394000000	-2.5	40	QAM 256	33
26	402000000	-2.6	41	QAM 256	34
27	410000000	-2.7	41	QAM 256	35
28	418000000	-2.9	40	QAM 256	36
29	522000000	-2.4	41	QAM 256	37
30	530000000	-2.8	40	QAM 256	38
31	538000000	-2.6	40	QAM 256	39
32	546000000	-2.8	40	QAM 256	40

3.0 Downstream channels

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

1	Locked	30	37134	0
2	Locked	42	1164	0
3	Locked	42	1625	0
4	Locked	42	1954	0
5	Locked	41	2554	0
6	Locked	41	3041	1
7	Locked	41	3479	0
8	Locked	41	4089	0
9	Locked	41	4626	0
10	Locked	41	5335	0
11	Locked	41	6079	0
12	Locked	41	7450	0
13	Locked	41	8093	0
14	Locked	41	9528	0
15	Locked	41	10754	0
16	Locked	41	11792	0
17	Locked	42	14838	0
18	Locked	42	15996	1
19	Locked	42	21825	0
20	Locked	41	25888	0
21	Locked	41	34381	0
22	Locked	41	41354	0
23	Locked	41	46354	0
24	Locked	41	52529	0
25	Locked	40	57978	0
26	Locked	41	61763	0
27	Locked	41	65358	0
28	Locked	40	75276	0
29	Locked	41	262157	0
30	Locked	40	320544	0
31	Locked	40	333738	0
32	Locked	40	389878	0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

42

-1.8

2625006662

13016

3.0 Upstream channels

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

0	49600000	56.5	5120	QAM 64	1
1	43100000	56.5	5120	QAM 64	2
2	36600000	56	5120	QAM 64	3
3	30100000	56.5	5120	QAM 64	4
4	23600000	56.3	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

50.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

74000000

0

newapollo · Answer

Hi&nbsp;demmers&nbsp;Have you&nbsp;used the&nbsp;/check-services/&nbsp;&nbsp;function? You can also a run a test on your equipment from there.&nbsp;If nothing is showing&nbsp;&nbsp;you should also try the automated Service Status number&nbsp; 0800 561 0061.&nbsp; This often gives details of more local issues down to postcode level.Your upstream power levels appear to be high. They should ideally be lower than 51.03.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 04960000056.55120QAM 64114310000056.55120QAM 642236600000565120QAM 64333010000056.55120QAM 64442360000056.35120QAM 645

jpeg1 · Answer

Well the first thing that jumps out is that the upstream signal levels are way too high. That may or may not cause your problems, but it certainly needs correcting.

Also your Hub is working very hard to correct data errors on the downstream channels. It's succeeding at the moment, but it's not a good look.

You need a technician visit to sort this.

demmers · Answer

Thanks guys, just booked an engineer for Tuesday. Out of interest, will the engineer be able to see these numbers their end too? I'll most probably be out working when they turn up that's all.

jpeg1 · Answer

You do need to have someone there, as the technician will want to check the levels at your Hub.&nbsp;

Tudor · Answer

Upstream high and downstream log signals either a bad cable somewhere or you need moving to another tap on the street cabinet.&nbsp;

Forum Discussion

Is this the best place to request an engineer? Hub/BQM doesn't look good.

9 Replies

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Engineer Missed Installation Date and Time

0	49600000	56.5	5120	QAM 64	1
1	43100000	56.5	5120	QAM 64	2
2	36600000	56	5120	QAM 64	3
3	30100000	56.5	5120	QAM 64	4
4	23600000	56.3	5120	QAM 64	5