Internet dropped completely

[Tommiii]

Over the last 24 hours my hub5 has dropped the internet completely, WiFi and wired connections, periodically comes back on for 10 minutes then drops out again, as far as I can see it’s showing no know issues in my area ?

[Client62]

From Router stats what do the Upstream and Downstream logs show ?

[MM2017]

Same here.

Stats

 

 hope you can help 

 

[Client62]

@MM2017     Those Hub stats look very connected to the network. 

Sure there is not some other issue that is preventing internet access like your phone or laptop has dropped the connection.

[Tommiii]

 

[Tommiii]

 

 

[Client62]

@Tommiii 

The Downstream stats are fine.  The Upstream stats are very poor.

The Upstream modulation is shown as  "QAM 16" for all 5 channels, this is one of the slowest rates and this is caused by noise on the service ( cables faults ) in local area.  The normal Upstream modulation is "QAM 64" for all channels.

Check 0800 561 0061 for a known local fault - this is an automated service.

[Tommiii]

Thanks 

[Tommiii]

Just called and it’s saying there are no known service faults in my area ?

[Client62]

The only thing you can do is check the coax cables are very secure on the back of the Hub, at the wall and on any VM TV equipment too.