Hub4 keeps dropping internet everyday for hours.

[Hiren03]

Internet connection on this new hub4 keeps dropping everyday and i need to restart it manually a lot of times 3.0 Downstream channels

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

12	227000000	7.8	38.6	QAM256	12
10	211000000	7.7	39	QAM256	10
11	219000000	7.6	33.5	QAM256	11
13	235000000	7.5	38.6	QAM256	13
14	243000000	7.5	39	QAM256	14
15	251000000	7.6	39	QAM256	15
16	259000000	7.7	38.6	QAM256	16
17	267000000	6.7	39	QAM256	17
18	275000000	6.2	38.6	QAM256	18
19	283000000	6.9	38.6	QAM256	19
20	291000000	7.7	38.6	QAM256	20
21	299000000	8.1	39	QAM256	21
22	307000000	7.6	39	QAM256	22
23	315000000	7.2	39	QAM256	23
24	323000000	6.9	38.6	QAM256	24
25	331000000	6.7	38.6	QAM256	25
26	339000000	6.7	39	QAM256	26
27	347000000	6.9	39	QAM256	27
28	355000000	6.9	39	QAM256	28
29	363000000	7	38.6	QAM256	29
30	371000000	6.8	39	QAM256	30
31	379000000	6.6	38.6	QAM256	31
32	387000000	6.8	39	QAM256	32
33	395000000	6.9	38.6	QAM256	33
34	403000000	6.5	39	QAM256	34
35	411000000	6	38.6	QAM256	35
36	419000000	6.1	39	QAM256	36
37	427000000	6.6	39	QAM256	37
38	435000000	6.8	39	QAM256	38
40	443000000	6.3	38.6	QAM256	40
41	451000000	5.8	39	QAM256	41

3.0 Downstream channels

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

12	Locked	38.605377	0	0
10	Locked	38.983261	0	0
11	Locked	33.486542	1523	0
13	Locked	38.605377	2	0
14	Locked	38.983261	6	0
15	Locked	38.983261	0	0
16	Locked	38.605377	7	0
17	Locked	38.983261	0	0
18	Locked	38.605377	0	0
19	Locked	38.605377	0	0
20	Locked	38.605377	0	0
21	Locked	38.983261	0	0
22	Locked	38.983261	0	0
23	Locked	38.983261	0	0
24	Locked	38.605377	0	0
25	Locked	38.605377	0	0
26	Locked	38.983261	0	0
27	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.605377	0	0
30	Locked	38.983261	0	0
31	Locked	38.605377	0	0
32	Locked	38.983261	0	0
33	Locked	38.605377	0	0
34	Locked	38.983261	7	0
35	Locked	38.605377	0	0
36	Locked	38.983261	0	0
37	Locked	38.983261	7	0
38	Locked	38.983261	0	0
40	Locked	38.605377	0	0
41	Locked	38.983261	0	0

3.1 Downstream channels                    Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

39

Locked

39

1.8

1410964

0

[jb66]

You either have a loose fitting or a damaged cable.  Can you check all fittings on every bit cable is tight and see if the SNR on 219mhz improves?

[Megan_L · Accepted solution]

Hi Hiren03,

Thanks for using the forums to get this issue with your broadband services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

I've already taken the time to look into your services on my side and can see there is quite a lot of issues on your downstream levels, which is causing these unwanted symptoms!

I will be more than happy to get an engineer booked for you via a PM, which I'll send now 🙂

Just for future issues with your services and for any other users that are looking at this thread for help, I have a few links below that might help with general issues - 

• Our Service Checker is a good tool to use to check if there are any area outages ongoing with Broadband, TV, Landline and Mobile. It usually lets you know what is wrong and how long it's going to take for the engineers to fix (estimated time of course)
• Your Online Account also has a good tool which helps diagnose a fault within your home network with your Broadband, TV and Landline, it will tell you what's up and what to do next. 
• We also have a good section for faults on our website here - Help Website - it will give you flows for diagnosing and rectifying faults on a multitude of aspects. A really good link to bookmark!  

Look out for my PM so we can get an engineer sorted for you 🙂

Thanks,

Megan_L

[Hiren03]

all fittings are fine, i suspect the box outside the house coming from panel, the first time i moved into this property, the VM engineer did not do proper cable testing, BT engineer had cut the cables is what he said as these were common things. pretty messed up of BT engineers to cut other cable providers cables.