Broadband frequently dropping out

[adamscott92]

Hi,

My broadband has been frequently dropping out over the past few days. This is happening multiple times per day. Any idea where the issues may lie?

BQM graph and router status below (post rs errors).

Cheers,

Adam

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

1	475000000	-2.2	38	256 qam	9
2	483000000	-2.4	38	256 qam	10
3	491000000	-2.7	38	256 qam	11
4	499000000	-1	38	256 qam	12
5	507000000	-0.9	38	256 qam	13
6	515000000	-1.2	38	256 qam	14
7	523000000	-2	38	256 qam	15
8	531000000	-3.5	38	256 qam	16
9	539000000	-3.2	38	256 qam	17
10	547000000	-2.5	38	256 qam	18
11	555000000	-1.7	38	256 qam	19
12	563000000	-2	38	256 qam	20
13	571000000	-2.2	38	256 qam	21
14	579000000	-3.9	38	256 qam	22
15	587000000	-3.5	38	256 qam	23
16	595000000	-3.5	38	256 qam	24
17	635000000	-4.2	37	256 qam	25
18	643000000	-4.7	37	256 qam	26
19	651000000	-2.5	38	256 qam	27
20	659000000	-2.2	38	256 qam	28
21	667000000	-3.4	38	256 qam	29
22	675000000	-4.9	37	256 qam	30
23	683000000	-5	37	256 qam	31
24	691000000	-5.5	38	256 qam	32

Downstream bonded channels

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

1	Locked	38.6	8847	6619
2	Locked	38.9	8716	9829
3	Locked	38.9	9025	6861
4	Locked	38.6	9511	6802
5	Locked	38.9	9396	7886
6	Locked	38.6	9589	8558
7	Locked	38.6	10687	8310
8	Locked	38.6	10898	12055
9	Locked	38.6	12104	12213
10	Locked	38.6	13156	12430
11	Locked	38.6	13336	10914
12	Locked	38.6	13828	12909
13	Locked	38.9	13480	12791
14	Locked	38.6	9033	9501
15	Locked	38.6	14057	13779
16	Locked	38.6	14670	14873
17	Locked	37.6	13904	15307
18	Locked	37.6	8674	11187
19	Locked	38.6	12169	14830
20	Locked	38.9	12314	15062
21	Locked	38.6	7437	10328
22	Locked	37.6	7426	11402
23	Locked	37.6	9887	15693
24	Locked	38.6	5628	10867

Upstream bonded channels

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

1	39400000	45.3	5120	64 qam	6
2	32600000	45.8	5120	64 qam	7
3	46200000	45.8	5120	64 qam	5
4	25800000	45.8	5120	64 qam	8

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	66	0
2	ATDMA	0	0	76	0
3	ATDMA	0	0	56	0
4	ATDMA	0	0	46	0

[Andrew-G]

There's a huge number of upstream timeouts that would explain the dropouts.  When was the hub last rebooted?

[adamscott92]

When there are issues with the connection dropping out, the router has been restarted. 2-3 times a day over the past few days.

[adamscott92]

Link to BQM graph: https://www.thinkbroadband.com/broadband/monitoring/quality/share/071eb546d5c2c6211fb98727b80d26e0ba...

[Andrew-G]

Look like a technician is needed unless there is an area fault already being worked on - I've flagged for staff to advise, and they'll book a technician if that's needed.

[Jodi_S]

Hi adamscott92,

Welcome to our community and thanks for posting. Sorry to hear that you're having issues currently with our services, we understand the disruption caused due to this.

Remotely looking from our end with the details you have provided for your community profile, we have located your account. We can confirm you're experiencing downstream power level issues which will need a technicians visit.

I will pop you over a private message to take some details and get this booked in for you.

Please click on the purple envelope to accept the chat.

Kind regards Jodi. 
 

[Jodi_S · Accepted solution]

Hi adamscott92,

Just a quick message to say the appointment for a technician has now been booked. If you need to re-schedule or cancel you can do so here.

Kind regards Jodi. 

[Jodi_S]

You're most welcome adamscott92,

Please keep us posted with how the technicians visits goes. Come back to us if you have any further issues.

Kind regards Jodi.