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Hayley_S
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Message 51 of 60
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Re: Hub 3 Reboots

Hello @BGL,

 

Please can you send a BMQ chart to show these dropouts? We are unable to see the dropouts on our system.

 

Look forward to your response.

Hayley
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BGL
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Message 52 of 60
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Re: Hub 3 Reboots

My auto signature has the live graph link embedded in it and should display on all my posts.

Here is a direct link to yesterday's drop out (also just had a drop out today at approx. 10:45am)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3c94c88ea4689904791489bb79f7bdb932...


As per previous engineer visits an issue has been identified with the SNR on the upstream dropping and confirmed by your network team (as affecting my area, but not reported on all your systems apparently as you cannot see the issue) - there seems to be no inter departmental communications re this between engineer visits, the network team and this forum.

A response was sought from the network team by one of your colleagues a few weeks back but nothing has been reported back to me, so as per my previous messages could this be escalated as a long term issue and someone claim ownership for the issue from a support perspective?

 

Bryan

 



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HUB 3 - Direct Ethernet Connection
My Broadband Ping - BGL1
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BGL
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Message 53 of 60
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Re: Hub 3 Reboots

Just had another drop out, confirmed by running the VM app as a' Network issue', as seems to be the case I'm back after around 15mins. Have you any updates yet?



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HUB 3 - Direct Ethernet Connection
My Broadband Ping - BGL1
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Beth_G
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Message 54 of 60
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Re: Hub 3 Reboots

Hi BGL,

 

I'm afraid that as of yet, I haven't received any further updates, which I understand is really disappointing. However I have now escalated this case even further to the Head of Networks, and currently awaiting a response. I will keep you as updated as possible.

 

Thanks so much for all your patience.

 

Beth

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BGL
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Message 55 of 60
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Re: Hub 3 Reboots

Thanks Beth,

I spoke with Mark who arranged a visit by a senior engineer.

The engineer checked things inside and out, and:

Replaced the isolator inside the house
Replaced the cable to SuperHub
Replaced the attenuator on The SuperHub
Replaced the SuperHub

Unfortunately looking at my BQM, I had another drop out around 2am, direct link below - (the large red section was prior to my updating the monitor set's IP to my new one)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4ffcd33de4ab70c5a7b51220fdf3b84234...

Can you please update Mark with this info?



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HUB 3 - Direct Ethernet Connection
My Broadband Ping - BGL1
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Beth_G
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Re: Hub 3 Reboots

Hi BGL, 

 

I'm glad to hear that Mark was able to get in touch with you, although I am sorry to hear you're still experiencing issues.

 

I will pass this on back to Mark and ask what the next steps are. I'll let you know as soon as I hear back.

 

Thanks

 

Beth

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lotharmat
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Message 57 of 60
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Re: Hub 3 Reboots


@BGL wrote:

Thanks Beth,

I spoke with Mark who arranged a visit by a senior engineer.

The engineer checked things inside and out, and:

Replaced the isolator inside the house
Replaced the cable to SuperHub
Replaced the attenuator on The SuperHub
Replaced the SuperHub

Unfortunately looking at my BQM, I had another drop out around 2am, direct link below - (the large red section was prior to my updating the monitor set's IP to my new one)

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4ffcd33de4ab70c5a7b51220fdf3b84234...

Can you please update Mark with this info?


We have the same packet drop at the same time yesterday!!!

 




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Hub 3 - Modem Mode - TP-Link Archer C7

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Beth_G
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Message 58 of 60
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Re: Hub 3 Reboots

Hi BGL,

 

I have spoken with Mark this morning - he mentioned that he's tried to call you but it seems as though your phone is switched off. When you next get a chance, please do check to see if you've had any missed calls from him or if he's left you any voicemails 🙂

 

Thanks

 

Beth

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BGL
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Message 59 of 60
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Re: Hub 3 Reboots

Just reporting another Internet drop out today at around 11.25.

Unfortunately I live in a mobile phone blackspot so did not receive any calls and I've no messages on my voicemail.

That's two drop outs this week now since the senior engineer visit and replacing of all the equipment and cabling.



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HUB 3 - Direct Ethernet Connection
My Broadband Ping - BGL1
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Akua_A
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Message 60 of 60
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Re: Hub 3 Reboots

Thank you for letting us know @BGL.

 

We will flag this up with Mark again so he can get in contact with you.

 

Many thanks,

Akua_A
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