4 days of random Hub 5 disconnections.

[pike]

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.

[Client62]

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]

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

1	331000000	-2.8	40	QAM 256	25
2	139000000	-1.6	39	QAM 256	1
3	147000000	-1.7	38	QAM 256	2
4	155000000	-1.6	38	QAM 256	3
5	163000000	-2	37	QAM 256	4
6	171000000	-2	39	QAM 256	5
7	179000000	-2	37	QAM 256	6
8	187000000	-1.9	40	QAM 256	7
9	195000000	-2	40	QAM 256	8
10	203000000	-2.1	40	QAM 256	9
11	211000000	-2	40	QAM 256	10
12	219000000	-2.2	38	QAM 256	11
13	227000000	-2.3	40	QAM 256	12
14	235000000	-2.7	40	QAM 256	13
15	243000000	-3.1	40	QAM 256	14
16	251000000	-3	40	QAM 256	15
17	259000000	-3.1	40	QAM 256	16
18	267000000	-2.6	40	QAM 256	17
19	275000000	-2.3	40	QAM 256	18
20	283000000	-2.1	41	QAM 256	19
21	291000000	-2.1	41	QAM 256	20
22	299000000	-2.4	41	QAM 256	21
23	307000000	-2.3	40	QAM 256	22
24	315000000	-2.5	41	QAM 256	23
25	323000000	-2.6	41	QAM 256	24
26	355000000	-3.2	40	QAM 256	28
27	363000000	-2.8	40	QAM 256	29
28	387000000	-2.8	40	QAM 256	32
29	395000000	-3.2	39	QAM 256	33
30	419000000	-2.9	40	QAM 256	36
31	427000000	-3.5	39	QAM 256	37
32	451000000	-3.1	40	QAM 256	40

3.0 Downstream channels

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

1	Locked	40	123	105
2	Locked	39	2339854	29642
3	Locked	38	458941	8819
4	Locked	38	3578061	1523
5	Locked	37	1608331	16
6	Locked	39	1188135	988
7	Locked	37	11460773	1434
8	Locked	40	168	0
9	Locked	40	1853	374
10	Locked	40	655	374
11	Locked	40	405	188
12	Locked	38	3288860	223
13	Locked	40	2521	132
14	Locked	40	215	172
15	Locked	40	0	0
16	Locked	40	0	0
17	Locked	40	182	117
18	Locked	40	0	0
19	Locked	40	161	126
20	Locked	41	141	109
21	Locked	41	0	0
22	Locked	41	124	132
23	Locked	40	128	124
24	Locked	41	0	0
25	Locked	41	0	0
26	Locked	40	0	0
27	Locked	40	0	0
28	Locked	40	660	709
29	Locked	39	0	0
30	Locked	40	663	609
31	Locked	39	649	618
32	Locked	40	606	578

3.1 Downstream channels

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

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

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

159

Locked

39

-6.5

48438755

75

[pike]

3.0 Upstream channels

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

0	49600000	50.8	5120	QAM 64	9
1	43100000	52.5	5120	QAM 64	10
2	36600000	49.8	5120	QAM 64	11
3	30100000	51	5120	QAM 64	12
4	23600000	49.8	5120	QAM 64	13

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	16	0
4	ATDMA	0	0	2	1

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

14

10

46.2

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

14

OFDMA

200

74000000

0

0

[John_GS]

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]

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

[pike]

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]

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

Thanks

[pike]

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]

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

The power levels were the problem.

Thanks.

Lisa