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Slow internet and random disconnects

Quite high ping time and very poor performance. Checked power levels the other day and found the upstream hitting 51 and rebooting modem. Traced it down to a faulty splitter on wall outside house. Downstream dropped down but issues still the same. Downstream has loads of errors listed and at least 1 of the channels has lower power. Anyone know any fixes? Tried rebooting tried modem mode tried router mode etc all still the same. 

4723DC8B-BB0F-4321-A6EC-00258CB31B5B.png

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21B73375-8435-467B-8E3F-E6A81C5C4D9B.png



Have added screenshots of my levels

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Re: Slow internet and random disconnects

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1187000000138256 qam7
21950000000.738256 qam8
3203000000-0.438256 qam9
4211000000038256 qam10
5219000000037256 qam11
6227000000034256 qam12
72350000000.238256 qam13
82430000000.238256 qam14
9251000000038256 qam15
10259000000038256 qam16
11267000000038256 qam17
122750000000.438256 qam18
13283000000138256 qam19
142910000001.938256 qam20
152990000001.938256 qam21
163070000001.438256 qam22
173150000001.740256 qam23
18323000000240256 qam24
19379000000138256 qam25
203870000001.240256 qam26
213950000001.438256 qam27
224030000001.240256 qam28
23411000000140256 qam29
244190000001.540256 qam30


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors
1Locked38.612165
2Locked38.914165
3Locked38.913270
4Locked38.910448
5Locked37.64869
6Locked34.447112213
7Locked38.96359
8Locked38.95528
9Locked38.95659
10Locked38.94660
11Locked38.94770
12Locked38.94314
13Locked38.94668
14Locked38.92721
15Locked38.91829
16Locked38.92224
17Locked40.31153
18Locked40.3729
19Locked38.91298
20Locked40.3360
21Locked38.9427
22Locked40.9298
23Locked40.3276
24Locked40.3237

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1325999164.375512064 qam5
2462000004.425512064 qam3
3537000004.375512064 qam2
4394000004.35512064 qam4


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000



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Re: Slow internet and random disconnects

Power levels are excellent, and SNR is mostly good although channel 6 is low.  Upstream looks good.  It's the errors that are the problem.  I'd wait for the forum staff to respond and either confirm a known area problem or get a technician booked for you.  No point phoning as the offshore call centre won't understand what you're talking about.

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Re: Slow internet and random disconnects

Hi Barloue, thanks for posting and welcome to our community.

I'm really sorry you're having issues with your internet connection and speed.  I'd like to look in to this further for you.  To enable me to do so, I am going to send you a private message. Please look out for the purple envelope in the top right of the screen.

Regards


Lee_R

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Re: Slow internet and random disconnects

Thanks for replying

yeah I had to look into the power levels as the upstream was hitting 51 and rebooting the modem. Turned out to be a faulty splitter outside where it came into my house. I was able to remove it as we no longer have any boxes etc upstairs so just put them straight together. It’s always had the errors especially channel 6. 

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Re: Slow internet and random disconnects

Hi Barloue

I hope you're happy with how we're responding to the issue you've raised.

Please let us know if you require any further help.

Regards


Lee_R

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Re: Slow internet and random disconnects

Seems like my issue is back and getting worse. If I reboot the modem all the errors go away for a short time. As soon as there is any sort of traffic going through all the errors return 😔. Tech that came out was brilliant and checked the node outside house putting me on a single one to the house. Said if it came back it could only be the cable into house or the modem itself. Any way you can arrange someone to come and change the modem and sort the issue out please. 

thanks

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