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Alessandro Volta
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Message 11 of 37
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Re: Daily disconnections

Can you post a link to your live BQM on here please.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - 26_Aug_2020
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Message 12 of 37
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Re: Daily disconnections

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Message 13 of 37
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Re: Daily disconnections

My nightmare continues. An engineer came today and did a few things. Removed the forward path attenuator 10 dB and replaced it with a 10db wideband attenuator which he said spreads the signal cross up and downstream. Within 10 minutes of him leaving the broadband went unusable unstable. Eventually after 2 hours I removed the 10db wideband attenuator and was able to get a steady connection for 2 hours. It started dropping out again with thousands of pre and post rs errors.

 

 

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Message 14 of 37
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Re: Daily disconnections

These are the stats just after he left with the new 10db wideband attenuator.

ownstream bonded channels

 

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID

1

155000000

3.5

40

256 qam

3

2

139000000

4.1

38

256 qam

1

3

147000000

3.5

38

256 qam

2

4

163000000

3.5

40

256 qam

4

5

171000000

4

40

256 qam

5

6

179000000

4

40

256 qam

6

7

187000000

4.1

40

256 qam

7

8

195000000

3.7

40

256 qam

8

9

203000000

3.4

38

256 qam

9

10

211000000

3

40

256 qam

10

11

219000000

2.7

40

256 qam

11

12

227000000

2.5

38

256 qam

12

13

235000000

2.4

38

256 qam

13

14

243000000

2

38

256 qam

14

15

251000000

2

38

256 qam

15

16

259000000

2.4

38

256 qam

16

17

267000000

3.2

38

256 qam

17

18

275000000

3.5

40

256 qam

18

19

283000000

3.5

40

256 qam

19

20

291000000

3.4

40

256 qam

20

21

299000000

3.2

38

256 qam

21

22

307000000

3.5

40

256 qam

22

23

315000000

3.5

40

256 qam

23

24

323000000

3.7

40

256 qam

24



Downstream bonded channels

 

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors

1

Locked

38.9

5

0

2

Locked

39.3

5

0

3

Locked

38.9

0

0

4

Locked

38.9

4

0

5

Locked

40.3

0

0

6

Locked

40.3

0

0

7

Locked

40.3

0

0

8

Locked

40.3

12

0

9

Locked

40.3

16

0

10

Locked

40.3

5

0

11

Locked

40.3

4

0

12

Locked

38.9

6

0

13

Locked

40.3

3

0

14

Locked

38.9

5

0

15

Locked

38.9

0

0

16

Locked

38.9

0

0

17

Locked

38.9

0

0

18

Locked

38.9

0

0

19

Locked

40.9

6

0

20

Locked

40.9

6

0

21

Locked

40.3

5

0

22

Locked

38.9

0

0

23

Locked

40.3

5

0

24

Locked

40.3

5

0





pstream bonded channels

 

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID

1

60299988

4.525

5120

64 qam

1

2

39400002

4.375

5120

64 qam

4

3

46200021

4.375

5120

64 qam

3

4

53700031

4.525

5120

64 qam

2



Upstream bonded channels

 

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 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



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Message 15 of 37
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Re: Daily disconnections

Since removing the 10db wideband attenuator I have had 3 outages, My connection was dropping every 5 minutes with this so had no choise but to remove it.I have managed to get an engineer coming on Sat.

Does anyone have any advise as to what I should ask?? I showed them all the stats I had spent hours collecting but they were not very interested in looking at it and just reverted back to their app so wasn't very helpful. They did check the line and replace a small section after I pressed them on why the power levels were dramatically changing which hasn't happened since so hopefully that issue has been resolved. The engineers have been 3 times and fitted 2 different types of attenuators.

I have spent so much time on this now and is affecting my job I cant carry on like this work are getting increasingly more frustrated with my down time which is causing me considerable stress.

My stats WITHOUT the attenuator where its been stable overnight based on logs and BQM are:

Tuesday and wednesday (Engineer came at 5pm on Wednesday)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/66c7119472a4cd33ebf7327264d7bb5fd5f0bb84-01-09-2020
https://www.thinkbroadband.com/broadband/monitoring/quality/share/6f19d57101b50e960684bc84f99a6037f0e2cf61-02-09-2020
  ownstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
130700000013.140256 qam22
21390000001438256 qam1
314700000013.438256 qam2
415500000013.540256 qam3
516300000013.440256 qam4
617100000013.840256 qam5
717900000013.940256 qam6
81870000001440256 qam7
919500000013.640256 qam8
1020300000013.138256 qam9
1121100000012.938256 qam10
1221900000012.640256 qam11
1322700000012.338256 qam12
1423500000012.340256 qam13
1524300000011.938256 qam14
162510000001238256 qam15
1725900000012.438256 qam16
1826700000012.938256 qam17
1927500000013.540256 qam18
2028300000013.140256 qam19
2129100000013.340256 qam20
222990000001340256 qam21
2331500000013.440256 qam23
243230000001340256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.370
2Locked38.920
3Locked38.660
4Locked40.380
5Locked40.3200
6Locked40.3190
7Locked40.360
8Locked40.360
9Locked40.9190
10Locked38.950
11Locked38.970
12Locked40.370
13Locked38.670
14Locked40.380
15Locked38.6120
16Locked38.960
17Locked38.660
18Locked38.9100
19Locked40.350
20Locked40.370
21Locked40.370
22Locked40.360
23Locked40.360
24Locked40.317

0

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1462000393.4512064 qam3
2394000313.425512064 qam4
3537000413.425512064 qam2
4603000293.425512064 qam1



Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 16 of 37
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Re: Daily disconnections

Thanks for the post Sph100.

 

We can see some errors have been cleared in the last 24 hours. 


Can we please confirm how your services are today? 

 

Thanks, Emily.

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Message 17 of 37
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Re: Daily disconnections

Hi Emily,

I has been relatively stable over the weekend. The major outages have been primarily during the week. So far I am having 1-2 very minor outages a day which have not been an issue as they recover straight away. There is increasing latency spikes and the average latency is higher but currently not losing connection. I am keeping an eye on this but it is behaving at present.

If I get any more issues with this I am going to request that you release me from my contract for failure to provide me with the service outlined in the contract. Its taken 4 engineer visits an tens of hours of disconnection in addition to hours of personal time trying to collect the data needed to diagnose the issue. I have only been a customer for less than 2 months, frankly its been an appalling experience causing me stress with work and a massive loss in time.

Regards

Seb

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Message 18 of 37
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Re: Daily disconnections

Thanks for the update Seb. 

 

Please do monitor and let us know if you experience any further issues.

 

It is outlined in the contract in regards to outages and faults, we would book a follow up appointment and escalate as per our fault process.

 

Thanks, Emily.

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Message 19 of 37
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Re: Daily disconnections

Thank Emily,

Thanks for acknowledging the stress caused by being unable to work for hours almost daily, my loss of time and your assurances that having an engineer out 4 times to get my broadband set up correctly was a one off. 

Needless to say, if it turns out the last visit has still not resolved the installation issue i will be in contact with yourself and ofcom. 
 
Seb

 

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Message 20 of 37
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Re: Daily disconnections

Emily,

I am pretty upset to say my broadband has now dropped out again, 20 minutes ago. I am unable to work yet again and have had to explain yet again to my employer why i cant join my call. Can you please escalate this issue as you know 4 engineers have been and none have fixed this and i dont see how simply sending out another will help! I am at a total lose for words.

 

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