Constant connection dropouts on both Ethernet and Wifi

[Wymer]

Since Wednesday there have been contestant dropouts, usually in the evening but have also been disconnecting all morning (06/06/2021) also.

Not sure what to post, but below are some stats.

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	60300000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	139000000	12	40	256 qam	1
2	147000000	12.1	40	256 qam	2
3	155000000	12	40	256 qam	3
4	163000000	12	40	256 qam	4
5	171000000	11.5	40	256 qam	5
6	179000000	11.5	40	256 qam	6
7	187000000	11.5	40	256 qam	7
8	195000000	11.6	40	256 qam	8
9	203000000	11.5	40	256 qam	9
10	211000000	11.4	40	256 qam	10
11	219000000	11.5	40	256 qam	11
12	227000000	11.3	40	256 qam	12
13	235000000	11.5	40	256 qam	13
14	243000000	11	40	256 qam	14
15	251000000	11.1	40	256 qam	15
16	259000000	9.9	40	256 qam	16
17	267000000	10	40	256 qam	17
18	275000000	10.4	40	256 qam	18
19	283000000	11.5	40	256 qam	19
20	291000000	11.4	40	256 qam	20
21	299000000	12.1	40	256 qam	21
22	307000000	12	40	256 qam	22
23	315000000	12.5	40	256 qam	23
24	323000000	12.3	38	256 qam	24

Downstream bonded channels

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

1	Locked	40.3	4562	9662
2	Locked	40.3	4549	11779
3	Locked	40.3	4263	10632
4	Locked	40.3	3917	8978
5	Locked	40.9	3799	10668
6	Locked	40.3	3870	9566
7	Locked	40.9	3693	5806
8	Locked	40.3	2998	7394
9	Locked	40.9	2969	10807
10	Locked	40.3	3150	11589
11	Locked	40.9	2991	9902
12	Locked	40.3	2910	6300
13	Locked	40.3	2923	6026
14	Locked	40.9	2844	5820
15	Locked	40.3	2861	4720
16	Locked	40.3	2555	3918
17	Locked	40.3	2464	4605
18	Locked	40.3	2448	5025
19	Locked	40.9	2480	4002
20	Locked	40.3	2256	3732
21	Locked	40.9	2247	3130
22	Locked	40.3	2063	4328
23	Locked	40.3	2198	4437
24	Locked	38.9	2191	3802

Upstream bonded channels

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

1	60300000	45.5	5120	64 qam	1
2	46200000	45.3	5120	64 qam	3
3	39400000	45.5	5120	64 qam	4
4	53700000	45.5	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Service status, number and website both say everything is ok in my area. Any ideas?

[Andrew-G]

Edit: Upstream Downstream power looks too high.  I'll flag for the forum staff to advise - could be an area fault, or unique to your connection.  Subject to any checks they need to make, if it's unique to you then they can if needed book a technician visit.

[Travis_M]

Hi @Wymer

I'm going to private message you to take a look into this further, please keep an eye on your inbox.

Regards

[Wymer]

Hi,

After the Engineer came, we had good service with no drops out for around 2 weeks. Then since 22nd June the issues came back slowly.

The first week of the issues was sorted by resetting the hub every 3-4 days, but since 29th June this is no longer the case, and there seems to no effect at all when we reboot the hub.

Currently, for our work, we are just using our mobile data as a hotspot, as the broadband connection is not reliable. Is there anything else we can do at all? 

Looking through the forums it looks like this is *very* common, and the last time we had this issue a few years ago, we were supplied a new hub which solved the issue, and exactly the same a few years prior to that. Do you think that would help at all?

Thank you

[Paulina_Z]

Hi @Wymer,

Thank you so much for getting back to us in regards to your connection issue. 

I can see that there are some upstream power level issues showing on our system. In order to have this looked into further, I will need to book a technician appointment.

Please keep a look out for a purple envelope at the top corner of your forum page. I will be in touch soon to confirm a few details.

Thanks! 🙂

[Paulina_Z]

Hi @Wymer,

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

I was able to book a technician appointment for you, for the engineer to look over any ongoing issues you may be experiencing.

I shared your appointment details with you over Private Message. You can also manage your appointment on your online account if needed. 

Please keep us updated and let us know how your appointment goes please! 🙂

Thanks,

[Wymer]

Hi 😀 the engineer has came out about an hour ago and fitted a new wire. The dropouts have now started again.

I get that you are not replacing hubs due the the chip shortage but that’s the only thing left to do now as a wire and a limiter in the back of the old hub are not working.

It's been almost a month now of reporting the issues with the connection, so it's getting to the point that if the issues are not fixed soon, we will have to look at alternative suppliers as we are not able to use the internet.

[Ashleigh_C]

Hi there @Wymer

Thank you so much for your update and I am so sorry to hear the drops have happened so soon after the visit!

Can I ask if the engineer gave any advise as to what do to next should this fix fail to resolve the issue? Are you able to call us on 0345 454 1111 to speak to an adviser who may be able to arrange for the engineer to pop back as the issue doesn't appear to be resolved? 

[lotharmat]

Post up your hub stats again - let's see what the engineer has done!

[Wymer]

Hi,

This issue has started happening again from yesterday. With constant dropouts in the connection again.

No faults have been reported in the area, any ideas? it's strange that twice now an engineer has came out, and then a few weeks later the problem happens again.

Thank you