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Constant disconnections for months

I have been having issues with my connection since April, and phone support are consistently saying that there is a problem in the area that is due to be fixed on 'set date', date goes past, nothing improves. I'm beginning to think this may be a router/cabling problem.

Essentially the connection will be stable for 30 minutes to an hour, then will drop ALL outbound packets and disconnect from multiple devices/programs/apps for a minute or two, and then be back to normal for another 30 minutes. Voice chat for example will stop anything from my end coming through, but I can still hear others sometimes. It's happening consistently for months and is affecting my ability to fully work from home in these times.

I am using a cable connection and WiFi on other devices.

Below is the status, can anyone help? I'm seriously thinking of switching providers at this point.

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Re: Constant disconnections for months

Downstream bonded channels

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

1187000000-8.937256 qam7
2195000000-937256 qam8
3203000000-9.437256 qam9
4211000000-9.537256 qam10
5219000000-1037256 qam11
6227000000-1037256 qam12
7235000000-10.237256 qam13
8243000000-11.237256 qam14
9251000000-11.237256 qam15
10259000000-11.237256 qam16
11267000000-11.237256 qam17
12275000000-11.736256 qam18
13283000000-11.736256 qam19
14291000000-12.436256 qam20
15299000000-12.535256 qam21
16307000000-12.436256 qam22
17315000000-12.536256 qam23
18323000000-13.235256 qam24
19443000000-15.734256 qam25
20451000000-1633256 qam26
21459000000-1633256 qam27
22467000000-1634256 qam28
23475000000-16.433256 qam29
24483000000-16.533256 qam30



Downstream bonded channels

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

1Locked37.61458831373736
2Locked37.612928714218
3Locked37.611714653963
4Locked37.310145947123
5Locked37.39177876381
6Locked37.68421786090
7Locked37.372224715405
8Locked37.36701507695
9Locked37.358548415050
10Locked37.352479114412
11Locked37.344370022462
12Locked36.638606513968
13Locked36.632874120394
14Locked36.329665811799
15Locked35.728500924775
16Locked36.325539923925
17Locked36.321835624583
18Locked35.520177924782
19Locked34.3358750535152
20Locked33.81086143735828
21Locked33.9698134364140
22Locked34.3477344327301
23Locked33.91233981126904
24Locked33.42673880928159

 

Upstream bonded channels

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

1462000255.1512064 qam1
2325999705.1512064 qam3
3393999785.1512064 qam2
4258001015512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

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Helpful Answer

Re: Constant disconnections for months

Hi Poogl,

 

Thanks for your post and welcome to the community.

 

I'm sorry that you've been having problems with your broadband disconnecting on both a wired and wireless connection.

 

I've taken a look at the backend of your services and your downstream power levels are out of specification, which means you'll need a technician visit to get that fixed. 

 

I've booked you in for the next available appointment that we have so we can get this done as soon as possible.

 

You can see the details of the appointment on your online account and also reschedule it there if you need to.

 

I hope that's okay.

 

Thanks

 

Melissa