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Internet constantly dropping going on 2-3 months now

loganadams
Joining in

Our internet has been slow & dropping constantly for the last 2-3 months both hard wired and wifi, we have had engineers out to "help" which has done nothing the help the problem, customer support when ringing up seems near useless. Becoming a complete joke, getting no where near the internet speeds we pay for and the dropping of the internet 3-4 times an hour (going down for 3-5 minutes at a time) is a joke.

Any suggestions other than the typical "restart your router" etc as we have had 0 progression with this problem since we have first reported this issue.

5 REPLIES 5

Client62
Legend

Hub Signal Level Checks

Via http://192.168.0.1/ connect to the Hub in Router mode, do not login in, scroll down to "Check router status"     Use http://192.168.100.1/ for a Hub in Modem mode

Using the Hub's "Check router status" tabs check the Downstream and Upstream power levels are in spec.

( If already logged in to the Hub menu, the same info is available at : Advanced settings >>> Tools >>> Network status )

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream
Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across all four to six DOCSIS 3.0 channels.  Seeing QAM 32/16/QPSK is a current service noise fault.  

Am I correct in saying everything here is fine?

 

Downstream bonded channels

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

13307500003.540256 qam25
22347500003.540256 qam13
32427500003.440256 qam14
4250750000440256 qam15
52587500004.440256 qam16
62667500004.440256 qam17
72747500004.340256 qam18
8282750000440256 qam19
92907500003.740256 qam20
102987500003.438256 qam21
113067500003.540256 qam22
123147500003.440256 qam23
133227500003.540256 qam24
14338750000338256 qam26
153467500003.240256 qam27
163547500002.740256 qam28
173627500002.738256 qam29
183707500002.540256 qam30
193787500002.438256 qam31
203867500001.740256 qam32
213947500001.538256 qam34
224027500001.440256 qam35
234107500001.738256 qam36
244187500001.538256 qam37

Upstream bonded channels

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

12360009242.3512064 qam11
23010000042.8512064 qam8
34960000043512064 qam5
43660000042.8512064 qam7
54310000043512064 qam6

Downstream bonded channels

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

1Locked40.32960
2Locked40.31700
3Locked40.91630
4Locked40.31840
5Locked40.31930
6Locked40.32210
7Locked40.32090
8Locked40.92390
9Locked40.32460
10Locked38.92550
11Locked40.32500
12Locked40.32350
13Locked40.92470
14Locked38.92940
15Locked40.33150
16Locked40.33780
17Locked38.93650
18Locked40.34480
19Locked38.94380
20Locked40.34690
21Locked38.95610
22Locked40.35120
23Locked38.96260
24Locked38.95830

Alex_RM
Forum Team
Forum Team

Hi loganadams,

Thanks for posting and welcome to our community-

Sorry to see you're having some connection issues. I've had a look at things from our side and no issues are showing. 

Can you confirm if you've tried a pin-hole reset of the hub?

Alex_rm

Yes, Have done all of this multiple times, have done all the basics and even had an engineer out to have a look. No changes with our internet, all the same problems persist 

Thanks for coming back to us @loganadams.

There don't appear to be any local area issues currently at play that may be effecting the services.

Can you please set up a broadband quality monitor to keep tabs on the connection?

Thanks,

David_Bn