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Sofia_B
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Message 11 of 15
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Re: Frequent disconnections

Thanks for providing that information over PM @CA10.

 

I've looked into the matter and I can see there are some issues with the service that require a technician to come take a look at. I've booked this in for you, you can find details of the appointment online via My VM. If the time/date doesn't work for you, you'll also be able to amend this here. 

 

Please keep us updated on how the appointment goes 🙂 

 

Thanks, 

Sofia
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CA10
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Message 12 of 15
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Re: Frequent disconnections

Afternoon @Sofia_B

Technician has been and gone. Determined there was no problem with my box or my connection to the street. Attenuation was a little out from where he'd like it to be so he's changed the attenuator from a 3 to a 10. He has now passed this over to Network to troubleshoot further.

Thanks

CA

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Molly_G
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Message 13 of 15
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Re: Frequent disconnections

Hi @CA10

 

Thanks for the update on this. Hopefully networks will be able to help diagnose the issue.

 

Please keep us posted,

Molly_G
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CA10
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Message 14 of 15
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Re: Frequent disconnections

Hello.

 

It's been 6 weeks since this issue was passed to networks, but I haven't heard anything since. My connection has been mostly OK, but over the past few days I've been experiencing multiple dropouts per day. My router downstream looks like this:

Downstream bonded channels

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

11390000003.738256 qam1
21470000003.238256 qam2
31550000003.237256 qam3
41630000003.238256 qam4
51710000003.238256 qam5
61790000003.238256 qam6
71870000003.238256 qam7
8195000000338256 qam8
92030000002.737256 qam9
102110000002.438256 qam10
112190000002.237256 qam11
122270000001.738256 qam12
132350000001.737256 qam13
142430000001.437256 qam14
152510000001.237256 qam15
16259000000237256 qam16
172670000002.238256 qam17
182750000001.938256 qam18
192830000001.738256 qam19
202910000001.738256 qam20
212990000001.737256 qam21
223070000001.738256 qam22
233150000001.738256 qam23
243230000001.938256 qam24



Downstream bonded channels

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

1Locked38.6178103723375
2Locked38.9269124518843
3Locked37.6382118416328
4Locked38.6488401214364
5Locked38.6485409413094
6Locked38.6481085311885
7Locked38.6518607811196
8Locked38.6645599212234
9Locked37.6751171711133
10Locked38.6886194610802
11Locked37.6915981110010
12Locked38.61158828910521
13Locked37.6135235809579
14Locked37.6167706439173
15Locked37.6173740537433
16Locked37.6112121147183
17Locked38.977689746169
18Locked38.678885775644
19Locked38.689372484943
20Locked38.697782654139
21Locked37.697392113546
22Locked38.688693232987
23Locked38.678498942606
24Locked38.667803032187
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Ayisha_B
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Message 15 of 15
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Re: Frequent disconnections

Hi @CA10,

 

I am sorry to hear your connection has been experiencing drop outs over the last couple of days. I have taken a look at your account and can not see any further updates since the technician last visited. 

 

I see you are currently in modem mode. Are you able to put this back into router mode so I can carry out some diagnostics my end?

 

Cheers 

Ayisha_B
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