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Ayisha_B
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Message 31 of 109
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Re: Unreliable Connection.

We have had a further look into this for you and we can now see some errors and stats out of specification- which were not visible at the time of checking previously. As such I have booked another engineer appointment for you.

 

You can find details of the visit via your online account- if this does not suit you will be given the option to re-schedule.

 

 

Ayisha_B
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Kirston26
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Message 32 of 109
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Re: Unreliable Connection.

Hi @

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Ayisha_B
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Message 33 of 109
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Re: Unreliable Connection.

We have found some errors on your downstream and some of the power levels are out of specification.

 

The technician will understand what the errors mean- it is their job.

 

Kind Regards

Ayisha_B
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Kirston26
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Message 34 of 109
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Re: Unreliable Connection.

I know my level's being high would make the connection worse. But i've had them in this range for a long time previously before this contract and the connection was perfect. 

I'm not sure 5.9-7.5db is out of spec though. Definitely not the cause of my disconnections though. 

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Ayisha_B
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Message 35 of 109
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Re: Unreliable Connection.

We have identified issues when carrying out further checks on the backend of your services @Kirston29

 

As such I have booked an Engineer appointment for you.

 

There is nothing further I am able to advise on this at this current moment in time I'm afraid, sorry. 

Ayisha_B
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Kirston26
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Message 36 of 109
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Re: Unreliable Connection.

Every technician that has come during this issue have said levels were in spec and that their app was saying everything was good. The last guy even checked all the cables with the cable reader and said everything is reporting as "working".

I'm very confused as to what 'further checks' you could have done and what kind of issues you've identified. 

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Kirston26
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Re: Unreliable Connection.

Technician came 30/4/2021 installed an isolator and said that fixed someone else's issue on my street and also advised me there was a going to be a re-pull 1/5/2021 at 8am. This did not happen so, did the technician lie to me again? 

This service is beyond a joke now. Nothing but constant issues and staff saying "We don't see an issue" Evidence says otherwise. BQM's that show high latency and packet loss, router network logs also indicate there's a failure somewhere as well as high Pre/Post RS Errors. 

Downstream bonded channels

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

11387500006.340256 qam1
21467500006.340256 qam2
31547500006.440256 qam3
41627500006.540256 qam4
51707500006.540256 qam5
6178750000640256 qam6
71867500005.640256 qam7
81947500005.140256 qam8
92027500004.940256 qam9
102107500004.640256 qam10
112187500004.440256 qam11
12226750000438256 qam12
132347500003.738256 qam13
14242750000338256 qam14
152507500002.738256 qam15
162587500002.738256 qam16
172667500003.538256 qam17
182747500003.540256 qam18
192827500003.740256 qam19
202907500003.740256 qam20
212987500003.738256 qam21
223067500003.540256 qam22
233147500003.740256 qam23
243227500003.540256 qam24



Downstream bonded channels

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

1Locked40.32952417989
2Locked40.32985119149
3Locked40.32672120858
4Locked40.91950113490
5Locked40.31688217360
6Locked40.91965618034
7Locked40.31906012100
8Locked40.31919213445
9Locked40.31972711362
10Locked40.3148886935
11Locked40.3108615968
12Locked38.9120056982
13Locked38.9150278342
14Locked38.6155266988
15Locked38.6112984954
16Locked38.978564762
17Locked38.976035373
18Locked40.388197151
19Locked40.383707673
20Locked40.379037120
21Locked38.986428078
22Locked40.397457576
23Locked40.390827331
24Locked40.373595400

 

 

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Kirston26
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Re: Unreliable Connection.

Upstream bonded channels

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

14620000037512064 qam9
23940000037.3512064 qam10
36030000037.8512064 qam7
45370000037.5512064 qam8



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

 

Network Log

Time Priority Description

01/05/2021 09:33:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 09:33:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 09:17:22Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 09:17:21criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 09:17:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 09:17:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 09:00:27Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:57:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:57:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:57:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:34:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:34:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:34:10Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:26:11noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:15:49Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:15:49criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:15:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:15:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:15:45Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/05/2021 08:15:26Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Molly_G
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Message 39 of 109
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Re: Unreliable Connection.

Hi @Kirston26,

 

Thanks for you post and sorry to hear that you're experiencing continuous issues.

 

I've had a quick check and can see that there was a work order raised for the fault and this has been closed by our network team yesterday evening as 'resolved'.

 

Have you seen any improvement in service today? Let us know how things are,

Molly_G
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Kirston26
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Re: Unreliable Connection.

Hi @

This supposed work order, was it for a cable re-pull? Because i haven't seen or heard anyone doing anything at the front of my property and the cabling is exactly as it was the day i moved in.

So either the people that were supposed to be doing the work either couldn't be bothered to do it and marked as completed, or more excuses are being made by staff. 

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