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4 days of random Hub 5 disconnections.

pike
On our wavelength

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 10

Client62
Legend

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
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
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

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.

John_GS
Forum Team


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Tudor
Very Insightful Person
Very Insightful Person

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


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

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
On our wavelength

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

Thanks

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
On our wavelength

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

The power levels were the problem.

Thanks.

Lisa