Forum Discussion

pike's avatar
pike
On our wavelength
12 months ago

4 days of random Hub 5 disconnections.

Hi, nothing has changed, both tv boxes work without issues. I have tried all the basic stuff, but not reset. When working the speedtests seems very good. 

Disconnections last between 2-10 minutes, are few longer.

I have tried phoning but can find no way to speak to anyone. 

Could you please help.

Thank you.

10 Replies

  • Client62's avatar
    Client62
    Alessandro Volta

    Checking the Upstream and Downstream signal levels of the Hub to see if there is an obvious issue.

    Also call the automated service 0800 561 0061 to see if there is a known fault in your street.

    • pike's avatar
      pike
      On our wavelength

      Thanks for replying, No faults reported, but it is working ok again at the moment. Will try when it goes down again.

      Not sure about the following -

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      1331000000-2.840QAM 25625
      2139000000-1.639QAM 2561
      3147000000-1.738QAM 2562
      4155000000-1.638QAM 2563
      5163000000-237QAM 2564
      6171000000-239QAM 2565
      7179000000-237QAM 2566
      8187000000-1.940QAM 2567
      9195000000-240QAM 2568
      10203000000-2.140QAM 2569
      11211000000-240QAM 25610
      12219000000-2.238QAM 25611
      13227000000-2.340QAM 25612
      14235000000-2.740QAM 25613
      15243000000-3.140QAM 25614
      16251000000-340QAM 25615
      17259000000-3.140QAM 25616
      18267000000-2.640QAM 25617
      19275000000-2.340QAM 25618
      20283000000-2.141QAM 25619
      21291000000-2.141QAM 25620
      22299000000-2.441QAM 25621
      23307000000-2.340QAM 25622
      24315000000-2.541QAM 25623
      25323000000-2.641QAM 25624
      26355000000-3.240QAM 25628
      27363000000-2.840QAM 25629
      28387000000-2.840QAM 25632
      29395000000-3.239QAM 25633
      30419000000-2.940QAM 25636
      31427000000-3.539QAM 25637
      32451000000-3.140QAM 25640

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked40123105
      2Locked39233985429642
      3Locked384589418819
      4Locked3835780611523
      5Locked37160833116
      6Locked391188135988
      7Locked37114607731434
      8Locked401680
      9Locked401853374
      10Locked40655374
      11Locked40405188
      12Locked383288860223
      13Locked402521132
      14Locked40215172
      15Locked4000
      16Locked4000
      17Locked40182117
      18Locked4000
      19Locked40161126
      20Locked41141109
      21Locked4100
      22Locked41124132
      23Locked40128124
      24Locked4100
      25Locked4100
      26Locked4000
      27Locked4000
      28Locked40660709
      29Locked3900
      30Locked40663609
      31Locked39649618
      32Locked40606578

      3.1 Downstream channels

      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
      159944K1840QAM 40961108

      3.1 Downstream channels

      Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
      159Locked39-6.548438755

      75

  • pike's avatar
    pike
    On our wavelength

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000050.85120QAM 649
    14310000052.55120QAM 6410
    23660000049.85120QAM 6411
    330100000515120QAM 6412
    42360000049.85120QAM 6413

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA00160
    4ATDMA0021

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    141046.22KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    14OFDMA2007400000000
    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team

      Hi pike 

      Thanks for posting and welcome back to the community.

      Sorry to hear of any internet issues. I'll send you a PM now to assist further.

      Best wishes.

  • Tudor's avatar
    Tudor
    Very Insightful Person

    With those stats you definitely need a technician’s visit to rectify unless there is an area fault. 

  • pike's avatar
    pike
    On our wavelength

    Hi. I have sent details by p.m.

    I don't really know what the numbers mean. I was told that they didn't look right, but I didn't get an explanation as to why.

    Thanks for replying.

     

    • pike's avatar
      pike
      On our wavelength

      Sorry should of added that I am still getting the random disconnections.

      Thanks

  • pike's avatar
    pike
    On our wavelength

    Hi John,

    I sent all the requested details via P.M.  Did you manage to book me an engineers slot?

    8AM-12PM would be great.

    Thanks.

    Lisa.

  • pike's avatar
    pike
    On our wavelength

    Hi, Job was done today and all seems good now. 

    The power levels were the problem.

    Thanks.

    Lisa

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)

      Hey pike,

      Great to hear, if you do have any other issues or have any further questions, please do let us know and we would be more than happy to look into them for you.

      Joe