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Continual disconnections - does this look right in any way?

daveboulden
On our wavelength

I've been a customer since the Telewest/Blueyonder days and this is the first time I've had such a bad run of connectivity. I think my Hub 4 may be failing. I have checked all connections to my kit internally. I have the Hub 4 in  router mode feeding an Asus RT-AX89X which in turn connects to a the rest of my internal network via an 10Gbit SFP+ connection to a Mikrotik CRS328-24P-4S+. When a disconnection occurs, I have tested running a speed test on my Asus router (being the nearest item connected to the hub) and it times out and won't work until the hub reconnects, leading me to believe the Hub 4 is the culprit of the issues as the postcode-based checker claims there are no issues in my area (ME10 4UT).

I have seen the convention is to set up a BQM, so here's the last 24hrs on the one I set up yesterday:

My Broadband Ping - VirginMedia Gig1

Does this in any way look normal or point to the Hub 4 being the likely culprit?

26 REPLIES 26

legacy1
Alessandro Volta

The hub likely is not faulty just a bad line  

---------------------------------------------------------------

In your opinion, should I be requesting and engineer visit in that case?


@daveboulden wrote:

In your opinion, should I be requesting and engineer visit in that case?


Definitley.

jpeg1
Alessandro Volta

I have the Hub 4 in  router mode feeding an Asus RT-AX89X

Why router mode? 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Itzanotheruser
Tuning in

First of all, you are not alone or going mad! I have been having the same issues since July and I too found out about these monitors, so I setup a quality monitor, and here are a few examples of when it goes wonky...

7 sept7 sept10 aug10 aug30 aug30 aug
and it could be like this for hours, up to days (I think the record is 5 days on the trot) when it happens.
I have had four (maybe 5) engineers out and they have, over their visits, replace every connector and cable between the box on the wall outside and up to the router, which was a new hub5 installed at the beggining of august. I have (apparantly) had the network people look at the connection and everything is in tolerance as is the case when the engineers called. But the issue with that is, by the time the engineers came, the issue had resolved itself so there was no issue to look at. That being said, the engineers showed me their version of this monitoring (called samknows) which showed a huge number of disconnects over the times that I have been having these issues.
All of the engineers were stumped and could see the samknows disconnections but at the time of their visit, no issues on their monitoring devices as everything was within spec, and all went away scratching their heads. I believe if (I hope its an if, not a when) it happens again that they are going to do a repull on the cable between the house and the green unti/box at the end of the street. A couple of the engineers told me that there was a house in a near street that was reporting the same as us too.
Touch wood, I havent had one for the last two weeks-ish .. but I am not sure if its been resolved or waiting to bite me in the bum when I relax over it.

daveboulden
On our wavelength

> Why router mode? 

My mistake, I meant modem mode.

Sephiroth
Alessandro Volta

If your post your upstream/downstream network stats, maybe we can deduce the problem.  The BQM suggests an upstream issue, imo.  @daveboulden

Seph - ( DEFROCKED - My advice is at your risk)

Here's the network stats:

 

Status:
 
Cable Modem Status
ItemStatusComments
Cable Modem StatusOnlineDOCSIS 3.1
Primary downstream channelLockedSC-QAM
Channel OverviewDownstreamUpstream
DOCSIS 3.0 channels315
DOCSIS 3.1 channels11
 
3.0 Downstream channels
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
253310000008.140.4QAM25625
31550000008.640.4QAM2563
41630000008.240.4QAM2564
51710000007.840.4QAM2565
61790000007.640.9QAM2566
71870000007.440.9QAM2567
81950000007.340.9QAM2568
9203000000740.4QAM2569
10211000000740.4QAM25610
112190000006.940.4QAM25611
122270000007.240.4QAM25612
13235000000740.4QAM25613
142430000007.440.4QAM25614
152510000007.340.4QAM25615
162590000007.340.9QAM25616
172670000007.840.4QAM25617
182750000007.840.9QAM25618
192830000008.240.4QAM25619
20291000000840.4QAM25620
212990000008.440.9QAM25621
223070000008.440.4QAM25622
233150000008.140.9QAM25623
243230000007.940.9QAM25624
263390000008.140.9QAM25626
273470000008.140.9QAM25627
283550000007.940.4QAM25628
293630000007.940.9QAM25629
303710000007.640.4QAM25630
313790000007.940.4QAM25631
323870000007.640.4QAM25632
33395000000840.4QAM25633

 

3.0 Downstream channels
ChannelLock StatusRxMER (dB)Pre RS ErrorsPost RS Errors
25Locked40.36628700
3Locked40.36628700
4Locked40.36628700
5Locked40.36628700
6Locked40.94620900
7Locked40.94620900
8Locked40.94620900
9Locked40.36628700
10Locked40.36628700
11Locked40.36628700
12Locked40.36628700
13Locked40.36628700
14Locked40.36628700
15Locked40.36628700
16Locked40.94620900
17Locked40.36628700
18Locked40.94620900
19Locked40.36628700
20Locked40.36628700
21Locked40.94620900
22Locked40.36628700
23Locked40.94620900
24Locked40.94620900
26Locked40.94620900
27Locked40.94620900
28Locked40.36628700
29Locked40.94620900
30Locked40.36628700
31Locked40.36628700
32Locked40.36628700
33Locked40.36628700

Sephiroth
Alessandro Volta

Just awaiting the upstream stats.

Seph - ( DEFROCKED - My advice is at your risk)