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I'm fairly certain this is a high number of network errors

For months I have been trying to convince the overseas call center something is wrong with the connection here but every time they tell me all is fine. Here are the results on the Hub 3 this morning, after 5 days of uptime. Am I wrong, or am I calling the wrong number?

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

1Locked36.34540
2Locked38.63582214
3Locked38.6470
4Locked38.6580
5Locked38.6430
6Locked33.311044921371166755230
7Locked38.6430
8Locked38.6380
9Locked38.6770
10Locked38.6700
11Locked37.61050
12Locked37.6480
13Locked38.6190
14Locked38.61660
15Locked38.6390
16Locked37.6930
17Locked37.6520
18Locked37.6770
19Locked37.6730
20Locked37.32740
21Locked36.61000
22Locked36.35420
23Locked36.39950
24Locked36.316310
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Message 2 of 10
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Re: I'm fairly certain this is a high number of network errors

Here is the latest BQM chart

BQM PingBQM Ping

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Fibre optic
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Message 3 of 10
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Re: I'm fairly certain this is a high number of network errors

6 Locked 33.3 1104492137 1166755230
Yes there is a problem with signal level marked as channel 6 being below 34dB and causing SNR problem.
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Alessandro Volta
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Message 4 of 10
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Re: I'm fairly certain this is a high number of network errors

It needs a tech visit.
Call it in as a fault or wait here for a day or two for a VM person to pick this up.

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: I'm fairly certain this is a high number of network errors

15 hours later this is what things look like

Downstream bonded channels

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

13950000001.536256 qam27
21870000004.338256 qam7
31950000003.938256 qam8
42030000003.438256 qam9
5211000000338256 qam10
6219000000331256 qam11
72270000002.738256 qam12
82350000002.538256 qam13
92430000002.437256 qam14
102510000001.938256 qam15
11259000000237256 qam16
122670000002.737256 qam17
132750000003.238256 qam18
14283000000338256 qam19
152910000003.238256 qam20
162990000003.437256 qam21
17307000000337256 qam22
183150000003.537256 qam23
193230000003.237256 qam24
203790000001.737256 qam25
213870000001.736256 qam26
224030000001.436256 qam28
234110000000.936256 qam29
24419000000136256 qam30



Downstream bonded channels

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

1Locked36.64820
2Locked38.63612214
3Locked38.6490
4Locked38.6620
5Locked38.6460
6Locked31.611560711061166755970
7Locked38.9440
8Locked38.6390
9Locked37.6800
10Locked38.6740
11Locked37.61090
12Locked37.6520
13Locked38.6200
14Locked38.61790
15Locked38.6390
16Locked37.6960
17Locked37.6560
18Locked37.6820
19Locked37.3750
20Locked37.32940
21Locked36.61080
22Locked36.35730
23Locked36.310630
24Locked36.317310

 

 

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Message 6 of 10
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Re: I'm fairly certain this is a high number of network errors

Constant drop outs have increased over the weekend, should I risk another infuriating call overseas? If so, any advice on how to tell them what the issue may be, or would that seriously disturb them as it won't be on their script?
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Message 7 of 10
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Re: I'm fairly certain this is a high number of network errors

Thanks for posting Jalvedin.

I am really sorry to hear that you're having issues with your internet.  To enable us to investigate this further or indeed book you a tech, I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards


Lee_R

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Message 8 of 10
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Re: I'm fairly certain this is a high number of network errors

Hi Jalvedin

Just a quick post, to confirm you're happy with what we've done for you so far today?

Regards


Lee_R

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Message 9 of 10
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Re: I'm fairly certain this is a high number of network errors

Once the engineer has visited (and the problem has been resolved) I shall let you know. That said, thank you for getting in direct contact with me

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Message 10 of 10
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Helpful Answer

Re: I'm fairly certain this is a high number of network errors

The engineer (who was amazing, she really did everything possible to help) checked everything from the tap point, all the way to the hub (which got replaced, as did the internal coax) Everything looks great (as you can see from the BQM (clear to see where the work was being carried out and the quality after) - All appears resolved now, thank you so very much.

Jalvedin BQMJalvedin BQM

Downstream bonded channels

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

14190000000.436256 qam30
21870000003.438256 qam7
3195000000338256 qam8
42030000002.738256 qam9
52110000002.538256 qam10
62190000002.538256 qam11
72270000002.538256 qam12
82350000002.438256 qam13
92430000002.237256 qam14
102510000001.538256 qam15
112590000001.737256 qam16
122670000002.437256 qam17
13275000000338256 qam18
142830000003.438256 qam19
152910000003.438256 qam20
162990000003.538256 qam21
173070000003.237256 qam22
183150000003.237256 qam23
193230000002.537256 qam24
203790000001.237256 qam25
21387000000136256 qam26
223950000000.736256 qam27
234030000000.436256 qam28
24411000000036256 qam29



Downstream bonded channels

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

1Locked36.3260
2Locked38.640
3Locked38.950
4Locked38.660
5Locked38.940
6Locked38.660
7Locked38.650
8Locked38.6110
9Locked37.650
10Locked38.900
11Locked37.670
12Locked37.690
13Locked38.670
14Locked38.660
15Locked38.640
16Locked38.6110
17Locked37.6110
18Locked37.640
19Locked37.6180
20Locked37.340
21Locked36.630
22Locked36.6190
23Locked36.6120
24Locked36.3120
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