Intermittent internet issues

[Headsy]

Hi, I'm hoping someone here can help me with an intermittent internet issue.

For the last few days I've been having multiple internet dropouts per day and i've tried all i can to resolve the issue.

I've removed and replaced all cables, reset the home hub and even reset the hub to factory. The WIFI remains up and devices able to see each other on the LAN but the internet drops out. 

I've setup an external broadband quality monitor to prove that its a fault with the internet/hub rather than my wifi/router and can see that my IP address has many dropouts per day where it is totally unreachable.

Any help/advice will be greatly appreciated as I'm having to use mobile hotspot as currently the broadband is completely unreliable and I've had a few meetings where I've lost connection part way through.

Below is the BQM showing what im dealing with.

[Headsy]

modem status:

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

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

25	331000000	5.300003	38.983261	QAM256	25
1	139000000	2.299999	38.983261	QAM256	1
2	147000000	2.599998	38.605377	QAM256	2
3	155000000	2.500000	38.605377	QAM256	3
4	163000000	2.299999	38.983261	QAM256	4
5	171000000	2.700001	38.983261	QAM256	5
6	179000000	2.799999	38.983261	QAM256	6
7	187000000	2.400002	38.983261	QAM256	7
8	195000000	2.700001	38.983261	QAM256	8
9	203000000	3.400002	40.366287	QAM256	9
10	211000000	3.200001	40.366287	QAM256	10
11	219000000	3.000000	40.366287	QAM256	11
12	227000000	3.500000	40.366287	QAM256	12
13	235000000	4.000000	40.366287	QAM256	13
14	243000000	3.900002	40.366287	QAM256	14
15	251000000	3.599998	40.366287	QAM256	15
16	259000000	4.400002	40.366287	QAM256	16
17	267000000	5.199997	40.366287	QAM256	17
18	275000000	5.000000	40.366287	QAM256	18
19	283000000	4.300003	40.366287	QAM256	19
20	291000000	4.500000	40.366287	QAM256	20
21	299000000	6.000000	40.366287	QAM256	21
22	307000000	6.000000	40.366287	QAM256	22
23	315000000	4.599998	38.983261	QAM256	23
24	323000000	4.199997	40.366287	QAM256	24
26	339000000	6.099998	40.946209	QAM256	26
27	347000000	4.800003	40.366287	QAM256	27
28	355000000	4.199997	40.366287	QAM256	28
29	363000000	5.099998	40.366287	QAM256	29
30	371000000	6.400002	40.366287	QAM256	30
31	379000000	6.000000	40.366287	QAM256	31

3.0 Downstream channels

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

25	Locked	38.983261	81	0
1	Locked	38.983261	1116	57
2	Locked	38.605377	23110	3000
3	Locked	38.605377	11765	41
4	Locked	38.983261	9734	3543
5	Locked	38.983261	3299	5674
6	Locked	38.983261	1824	4156
7	Locked	38.983261	1265	3285
8	Locked	38.983261	907	1
9	Locked	40.366287	221	0
10	Locked	40.366287	145	0
11	Locked	40.366287	257	0
12	Locked	40.366287	255	0
13	Locked	40.366287	117	0
14	Locked	40.366287	189	0
15	Locked	40.366287	379	12
16	Locked	40.366287	258	0
17	Locked	40.366287	129	0
18	Locked	40.366287	328	0
19	Locked	40.366287	922	14
20	Locked	40.366287	1186	1
21	Locked	40.366287	1013	1
22	Locked	40.366287	545	0
23	Locked	38.983261	289	10
24	Locked	40.366287	250	0
26	Locked	40.946209	11	0
27	Locked	40.366287	70	0
28	Locked	40.366287	192	13
29	Locked	40.366287	237	0
30	Locked	40.366287	17	0
31	Locked	40.366287	27	0

[Headsy]

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33

96

4K

1880

QAM4096

759

3.1 Downstream channels

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

33

Locked

41

7.1

12818083

8129

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	49600000	42.020599	5120 KSym/sec	64QAM	1
2	23600000	41.520599	5120 KSym/sec	64QAM	5
3	43100000	41.270599	5120 KSym/sec	64QAM	2
4	36600000	42.020599	5120 KSym/sec	64QAM	3
5	30100000	42.270599	5120 KSym/sec	64QAM	4

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0
5	US_TYPE_STDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10.4

39.2

2K

QAM8

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

208

53.4

0

0

General Configuration

Network access	true
Maximum Number of CPEs	1
Baseline Privacy	true
DOCSIS Mode	3.1
Config file	cmreg-vmdg640-bbt076-b.cm

Primary Downstream Service Flow

SFID	101912
Max Traffic Rate	1200000450
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	101911
Max Traffic Rate	55000270
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	bestEffort

[Martin_N]

Hi Headsy,

Thank you for your post. I'm very sorry for any issue you're having with the broadband service. 

I am happy to take a look into this to see if there is anything I can do to help. 

I will private message you now to confirm your details. 

^Martin