Internet cuts out multiple times per day

[Anonymous]

My internet cuts out 3-4 times per day.  It usually requires that the SuperHub be restarted to remedy, it has been happening now for 4 days running.  I have tried restarting the hub to default settings however it is still happening.

[ravenstar68]

@Zoie_P 

Currently those levels look sweet.

Upstream power is all that's needed to get an power level of of or around 0dBmV at the CMTS - Depending on how far they are from the street cabinet, these levels can be at around 35dBmV as there is little signal loss between the house and the cab.  It's definitely looking much better with all channels on 64QAM.

We're seeing low levels of Pre RS and zero Post RS errors.

I presume you're seeing some upstream noise issues.

Tim 

[Anonymous]

Hi Tim,

Thanks for the help!  I have noticed the connection has improved after whatever changes were made last Friday, no full-on disconnections since!

I am however noticing lag spikes throughout the day that can also be seen on the broadband quality monitor:

If I were to hazard a guess, I would say that the issue could be from the first engineer visit.  He removed attenuators and changed something in the box outside (added a 3-way splitter I believe) - is it possible that could be the cause of the interference?

[ravenstar68]

There's certainly some packet loss on that graph, so at a guess not everything is right certainly.

[Anonymous]

Hi again,

While there has been an improvement in the internet connection, we are still seeing lag spikes and disconnections.  I did receive a message from the forum team asking to confirm details for an engineer visit on Friday, however I haven't received a response since despite chasing it up.  Could we please arrange an engineer visit to sort this?

[ravenstar68]

@ModTeam 

Can you check this?

Tim

[Anonymous]

Hi again,

So we've had another engineer come out.  He changed pretty much the entire setup, from components in the box outside to the inlet box and various other parts.  It doesn't appear to have helped as I'm still seeing spikes throughout the day and occasional disconnects.

The main thing I noticed since is the very large number of post RS errors on channel 1 & 2 since the change - 663 on channel 1 and 180 on channel 2.  I'll post the logs again below:

Downstream bonded channels

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

1	419000000	3	40	256 qam	32
2	203000000	3.2	38	256 qam	9
3	211000000	3	38	256 qam	10
4	219000000	2.9	38	256 qam	11
5	227000000	2.9	38	256 qam	12
6	235000000	2.7	38	256 qam	13
7	243000000	2.7	38	256 qam	14
8	251000000	2.5	38	256 qam	15
9	259000000	2.2	38	256 qam	16
10	267000000	2.2	38	256 qam	17
11	275000000	2	38	256 qam	18
12	283000000	2	40	256 qam	19
13	291000000	2	38	256 qam	20
14	299000000	2.4	38	256 qam	21
15	307000000	2.2	40	256 qam	22
16	315000000	2	38	256 qam	23
17	323000000	2.2	38	256 qam	24
18	363000000	2.7	38	256 qam	25
19	371000000	3	40	256 qam	26
20	379000000	2.7	38	256 qam	27
21	387000000	2.7	40	256 qam	28
22	395000000	3	38	256 qam	29
23	403000000	3.2	40	256 qam	30
24	411000000	3.2	38	256 qam	31

Downstream bonded channels

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

1	Locked	40.9	60	663
2	Locked	38.9	17	180
3	Locked	38.9	17	0
4	Locked	38.6	17	0
5	Locked	38.9	36	0
6	Locked	38.9	30	0
7	Locked	38.9	15	0
8	Locked	38.6	25	0
9	Locked	38.9	20	0
10	Locked	38.9	25	0
11	Locked	38.9	28	0
12	Locked	40.3	28	0
13	Locked	38.9	37	0
14	Locked	38.6	29	0
15	Locked	40.3	23	0
16	Locked	38.9	30	0
17	Locked	38.9	29	0
18	Locked	38.9	10	0
19	Locked	40.3	26	0
20	Locked	38.9	29	0
21	Locked	40.3	31	0
22	Locked	38.9	15	0
23	Locked	40.3	17	0
24	Locked	38.9	25	0

Upstream bonded channels

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

1	39400000	34	5120	64 qam	12
2	46200000	35.5	5120	64 qam	11
3	53700000	35.8	5120	64 qam	10
4	60300000	35.5	5120	64 qam	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	1	0

[John_GS]

Hi greigb99

Thanks for coming back to us. 

I do see there is maintenance today in your area. Should be resolved soon actually.

Please keep an eye on the connection and report back any issues

Best,.

[Anonymous]

It looks like all is well, no disconnects for a few days, ping and packet loss are at acceptable levels!

Thanks for all the help @ravenstar68 and @jbrennand, you guys made it a pretty straight-forward process to get the issues resolved!

[Anonymous]

Hi,

After a period without issue, the past week I have been getting massive lag spikes and cut-outs once again.  Are there any known issues?

[Anonymous]