Lag and poor connection for past few weeks

[Ctenn]

After a whole load of problems last summer that took months to sort, problems are now back.

1Gig Superhub 5

Packet loss, lag, disconnetions

DL power seems way out, the engineer configured it so it would normally stay around 0-4 on all channels until the problems started occurring recently.

 

           

1	306000000	-13.8	36	QAM 256	22
2	138000000	-15	35	QAM 256	1
3	146000000	-14.7	35	QAM 256	2
4	154000000	-15	35	QAM 256	3
5	162000000	-14.9	35	QAM 256	4
6	170000000	-14.8	35	QAM 256	5
7	178000000	-14.5	36	QAM 256	6
8	186000000	-14.6	36	QAM 256	7
9	194000000	-14.4	36	QAM 256	8
10	202000000	-14.3	36	QAM 256	9
11	210000000	-14.2	36	QAM 256	10
12	218000000	-14.1	35	QAM 256	11
13	226000000	-14.2	36	QAM 256	12
14	234000000	-14.4	36	QAM 256	13
15	242000000	-14.4	36	QAM 256	14
16	250000000	-14.4	36	QAM 256	15
17	258000000	-14.4	36	QAM 256	16
18	266000000	-14.2	36	QAM 256	17
19	274000000	-14.3	36	QAM 256	18
20	282000000	-14	36	QAM 256	19
21	290000000	-13.8	36	QAM 256	20
22	298000000	-13.7	36	QAM 256	21
23	314000000	-13.6	36	QAM 256	23
24	322000000	-13.6	36	QAM 256	24
25	330000000	-13.6	36	QAM 256	25
26	338000000	-13.4	36	QAM 256	26
27	346000000	-13.5	36	QAM 256	27
28	354000000	-13.6	36	QAM 256	28
29	362000000	-13.6	36	QAM 256	29
30	370000000	-14	36	QAM 256	30
31	378000000	-14.2	36	QAM 256	31
32	386000000	-13.9	36	QAM 256	32

         

1		36	3900	458
2		35	1976	47
3		35	24387	7379
4		35	24922	8723
5		35	24070	7383
6		35	15097	3337
7		36	7002	1225
8		36	2107	261
9		36	1343	48
10		36	1270	48
11		36	1235	48
12		35	1228	48
13		36	1242	47
14		36	1230	48
15		36	1176	49
16		36	1149	40
17		36	1125	40
18		36	1704	257
19		36	1667	257
20		36	922	40
21		36	876	41
22		36	857	31
23		36	735	22
24		36	725	15
25		36	717	0
26		36	693	0
27		36	629	0
28		36	628	0
29		36	1851	359
30		36	1296	269
31		36	1760	521
32		36	1163	241

           

159

92

4K

1800

QAM 4096

1128

           

159

38

-12.8

62797952

2422

[Ctenn]

Hi 

It's been ok since then, however this is consistent behaviour with the problem that connection is ok for a few days then will drop and be unusable for a day or so.

[Zach_R]

Hi @Ctenn,

I'm glad to hear that things have improved for you. If the issue does return as you suspect then please do let us know and we'll go from there.

Thanks,
 

[Ctenn]

OK so again issues after a few days....

3.0 Downstream channels

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

1	306000000	-13.3	36	QAM 256	22
2	138000000	-12.7	38	QAM 256	1
3	146000000	-12.5	38	QAM 256	2
4	154000000	-12.8	38	QAM 256	3
5	162000000	-13	38	QAM 256	4
6	170000000	-12.8	38	QAM 256	5
7	178000000	-12.9	38	QAM 256	6
8	186000000	-13.1	38	QAM 256	7
9	194000000	-12.8	38	QAM 256	8
10	202000000	-12.9	38	QAM 256	9
11	210000000	-13	38	QAM 256	10
12	218000000	-12.8	37	QAM 256	11
13	226000000	-13.1	37	QAM 256	12
14	234000000	-13.4	37	QAM 256	13
15	242000000	-13.3	37	QAM 256	14
16	250000000	-13.5	37	QAM 256	15
17	258000000	-13.6	37	QAM 256	16
18	266000000	-13.4	36	QAM 256	17
19	274000000	-13.6	36	QAM 256	18
20	282000000	-13.4	36	QAM 256	19
21	290000000	-13.1	36	QAM 256	20
22	298000000	-13.2	36	QAM 256	21
23	314000000	-13	37	QAM 256	23
24	322000000	-13.2	37	QAM 256	24
25	330000000	-13.3	37	QAM 256	25
26	338000000	-13	37	QAM 256	26
27	346000000	-13.2	37	QAM 256	27
28	354000000	-13.4	37	QAM 256	28
29	362000000	-13.3	37	QAM 256	29
30	370000000	-13.7	37	QAM 256	30
31	378000000	-14.1	36	QAM 256	31
32	386000000	-14	37	QAM 256	32

3.0 Downstream channels

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

1	Locked	36	296415	4094
2	Locked	38	4061949	5483
3	Locked	38	6737258	22253
4	Locked	38	4775042	14356
5	Locked	38	5909715	15931
6	Locked	38	5065487	12682
7	Locked	38	3653276	11197
8	Locked	38	4224766	10631
9	Locked	38	3390274	11286
10	Locked	38	3210577	4814
11	Locked	38	2155382	3789
12	Locked	37	2381780	4321
13	Locked	37	2319858	3341
14	Locked	37	2221900	3328
15	Locked	37	2163466	5026
16	Locked	37	2133156	4308
17	Locked	37	1870887	4007
18	Locked	36	1909101	5418
19	Locked	36	1655060	3891
20	Locked	36	1640393	3685
21	Locked	36	1354894	3687
22	Locked	36	1339770	3736
23	Locked	37	1007143	2152
24	Locked	37	864550	2379
25	Locked	37	671814	1834
26	Locked	37	660164	5211
27	Locked	37	718565	1723
28	Locked	37	688561	1977
29	Locked	37	699439	2648
30	Locked	37	720896	2267
31	Locked	36	647852	2572
32	Locked	37	590355	2558

3.1 Downstream channels

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

159

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

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

159

Locked

37

-13.2

2613908560

107763

[jpeg1]

The downstream levels have dropped again, with the usual consequences. 

Your connection is not fit for purpose, and it's time that VM fixed it properly. I suggest you make a formal complaint, with copies of the readings you have posted here. 

[Ashleigh_C]

Hi there @Ctenn 

I am so sorry to hear that you are still experiencing some issues with your connection. I have checked on our side and I cannot see anything that could explain why this is happening, but if you would like to raise a complaint as jpeg1 has suggested we would be more than happy to assist with this. Just let us know here and we will pop you a private message to discuss further.

[Ctenn]

I have raised a complaint on Wednesday and heard nothing back since, will be going to Ofcom next.

There is clearly something wrong with the connection but nobody at VM wants to deal with it...

[John_GS]

Hi @Ctenn 

Thanks for coming back to the thread. 

I'll send you a PM now to assist further.

[Ctenn]

Issues are still ongoing 5 months later, connection has had problems since March 24.

Always the same thing Downstream power will drop to -15 dBa and connection is essentially unusable.

Work had to provide me with a 4/5G router as connection is so unrealiable for teams/remote support of users.

3/4 Complaints with £20 pittance applied.

5-6 Engineer visits and many more no shows, 3 replacement hubs, every inch of cable outside and inside the property checked and confirmed no issues with it.

One engineer had sense to confirm its the DXE amp that needs replacing, but its a case of they do it when they get round to it...

Absolute scam of a company hope they go bust with the FTTP rollout.

[Ctenn]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/76fa9fbd18426eba74800af91be39ed1d6... 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e1e8e29619e3da6514cb1ff9006e7613cd... 

[Steven_L]

Hello Ctenn,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your connection. I have looked into this here and can the amount of issues that you've had with your connection. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L