Connection dropping

[dickinsonjim]

Hi

A couple of times a day I'm getting connections dropping and have to wait 10 mins or so for the Superhub to resolve things and get back online. "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received" is the last entry in the Network Log from this morning's issue.

Here's the numbers - thanks in advance

Jim

Downstream bonded channels

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

1	330750000	-10.7	37	256 qam	25
2	202750000	-8	38	256 qam	9
3	210750000	-8	38	256 qam	10
4	218750000	-8.2	38	256 qam	11
5	226750000	-9	38	256 qam	12
6	234750000	-9.2	38	256 qam	13
7	242750000	-9.2	38	256 qam	14
8	250750000	-9.5	38	256 qam	15
9	258750000	-9.5	38	256 qam	16
10	266750000	-9.5	38	256 qam	17
11	274750000	-9.5	38	256 qam	18
12	282750000	-9.7	37	256 qam	19
13	290750000	-10.2	37	256 qam	20
14	298750000	-9.9	37	256 qam	21
15	306750000	-10	37	256 qam	22
16	314750000	-10.2	37	256 qam	23
17	322750000	-10.5	37	256 qam	24
18	370750000	-11.4	37	256 qam	26
19	378750000	-11.5	37	256 qam	27
20	386750000	-12	37	256 qam	28
21	394750000	-11.7	37	256 qam	29
22	402750000	-11.7	37	256 qam	30
23	410750000	-12	36	256 qam	31
24	418750000	-12.5	37	256 qam	32

Downstream bonded channels

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

1	Locked	37.3	68	12
2	Locked	38.6	158	16
3	Locked	38.9	173	14
4	Locked	38.9	294	14
5	Locked	38.6	386	16
6	Locked	38.6	462	17
7	Locked	38.9	456	14
8	Locked	38.6	425	14
9	Locked	38.6	311	12
10	Locked	38.6	230	13
11	Locked	38.6	162	12
12	Locked	37.6	107	11
13	Locked	37.6	101	12
14	Locked	37.6	87	5
15	Locked	37.3	96	0
16	Locked	37.6	55	10
17	Locked	37.6	86	12
18	Locked	37.3	51	0
19	Locked	37.3	56	11
20	Locked	37.3	74	2
21	Locked	37.6	44	11
22	Locked	37.3	54	12
23	Locked	36.6	72	0
24	Locked	37.3	74	13

Upstream bonded channels

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

1	39400000	51	5120	64 qam	4
2	60300000	51	5120	64 qam	1
3	46200000	51	5120	32 qam	3
4	53700000	51	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[lotharmat · Accepted solution]

Power levels are way off for downstream and at the top for upstream!

VM need to book an engineer!

[dickinsonjim]

It's in modem mode- and the fella on the phone says he's "run a diagnostic", that it must be the third party router that's the problem, and to ditch that! Any advice?

[lotharmat]

Ignore the [redacted] on the phone! and wait for a VM forum rep! - Last Time I checked - Modem mode and router mode still need the same power levels for a DOCSIS connection!

[lotharmat · Accepted solution]

You could humour VM and out it back in router mode until it gets sorted - at least then they won't be able to blame the 3rd party router for 'influencing the power levels through the coax that doesn't touch the 3rd part router'

Putting it in router mode may encourage it to change power levels though (for a while) so maybe do that and keep checking the levels!

Upstream should be between 33 and 51
D/S between -6 and +10

PostRS errors should, ideally, be zero and stable!

[Paulina_Z]

Hi @dickinsonjim,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to understand that you've been experiencing some ongoing connection issues! Apologies for the delay in response.

In cases like this, we advise setting up a Broadband Quality Monitor (BQM for short) which will keep an eye on your connection while your Hub is in Router mode. This will let you know if there are any drop outs in your connection at home and you'll be able to keep a track of what's happening on your home connection.

We also advise taking a look at our What Do The Lights Mean page, where you can identify Hub issues just by the lights. The page provides some diagnostic tools and tricks for you to try in order to identify any issues. 

However, after locating your account and running some checks on your power levels, I can see some ongoing downstream and upstream power issues. A technician will have to take a further look at this issue, therefore an appointment will have to be booked in.

I will send you a Private Message to confirm a few details with you, so please keep an eye out for a purple envelope at the top right corner of your Forum page.

I will be in touch soon. 

Thanks! 🙂

[Paulina_Z]

Hi @dickinsonjim,

Thank you for confirming your details for me over Private Message.

I was able to book in a technician appointment to look into your issue further and confirmed the appointment details with you via PM. 

You can always reschedule and manage your appointment via your online account.

Please keep us updated on how your appointment goes and if you need any further support.

Thank you! 🙂