Packet Loss

[Snairy]

Hi there, 

I have been having a long standing problem which has re-occurs randomly and lasts several days, however, this time it has become unbearable to work from home. 

I have had a monitor running for several months now and have periodic Packet loss every hour or so, whilst annoying this was manageable. 

However the last few days this has become increasingly difficult as I can work from home as I get kicked off my works VPN 

I've tried Pin hole resets on the HUB 4 but this never fixes anything - the below image is what my BQM looks like.

This is what it looked like before. 

Hopefully someone may have some insight as to why this is happening!? 

3.0 Downstream channels

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

12	227000000	-7.7	34.3	QAM256	12
1	139000000	-5.5	34.3	QAM256	1
2	147000000	-5.6	34.3	QAM256	2
3	155000000	-6.1	34.5	QAM256	3
4	163000000	-6.3	34.3	QAM256	4
5	171000000	-6.6	34	QAM256	5
6	179000000	-6.6	34	QAM256	6
7	187000000	-6.5	33.8	QAM256	7
8	195000000	-6.8	33.8	QAM256	8
9	203000000	-6.8	34	QAM256	9
10	211000000	-7	34.5	QAM256	10
11	219000000	-7.3	34.3	QAM256	11
13	235000000	-8.4	34.3	QAM256	13
14	243000000	-8.4	34	QAM256	14
15	251000000	-7.8	34.3	QAM256	15
16	259000000	-7.3	34.3	QAM256	16
17	267000000	-7.2	34.5	QAM256	17
18	275000000	-7.3	34.3	QAM256	18
19	283000000	-6.8	34.5	QAM256	19
20	291000000	-6.3	34.3	QAM256	20
21	299000000	-6.1	34.5	QAM256	21
22	307000000	-6.5	34.5	QAM256	22
23	315000000	-6.7	34.5	QAM256	23
24	323000000	-6.5	34.5	QAM256	24
25	331000000	-6.6	34.3	QAM256	25
26	339000000	-6.7	34.3	QAM256	26
27	347000000	-6.5	34.5	QAM256	27
28	355000000	-6.1	34.5	QAM256	28
29	363000000	-6	34.3	QAM256	29
30	371000000	-7	34.3	QAM256	30
31	379000000	-8.2	34.3	QAM256	31

3.0 Downstream channels

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

12	Locked	34.345688	0	0
1	Locked	34.345688	0	0
2	Locked	34.345688	0	0
3	Locked	34.483570	0	0
4	Locked	34.345688	0	0
5	Locked	33.956509	0	0
6	Locked	33.956509	0	0
7	Locked	33.834164	0	0
8	Locked	33.834164	0	0
9	Locked	33.956509	0	0
10	Locked	34.483570	0	0
11	Locked	34.345688	0	0
13	Locked	34.345688	0	0
14	Locked	33.956509	0	0
15	Locked	34.345688	0	0
16	Locked	34.345688	0	0
17	Locked	34.483570	0	0
18	Locked	34.345688	0	0
19	Locked	34.483570	0	0
20	Locked	34.345688	0	0
21	Locked	34.483570	0	0
22	Locked	34.483570	0	0
23	Locked	34.483570	0	0
24	Locked	34.483570	0	0
25	Locked	34.345688	0	0
26	Locked	34.345688	0	0
27	Locked	34.483570	0	0
28	Locked	34.483570	0	0
29	Locked	34.345688	0	0
30	Locked	34.345688	0	0
31	Locked	34.345688	0	0

3.1 Downstream channels

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

159

96

4K

1840

QAM2048

759

3.1 Downstream channels

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

159

Locked

34

-13.2

665829

0

[Snairy]

3.0 Upstream channels

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

1	23600000	49	5120 KSym/sec	QAM64	13
2	30100000	49.5	5120 KSym/sec	QAM64	12
3	36600000	50.5	5120 KSym/sec	QAM64	11
4	43100000	51.5	5120 KSym/sec	QAM64	10
5	49600000	52	5120 KSym/sec	QAM64	9

3.0 Upstream 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	0	0
5	ATDMA	0	0	0	0

3.1 Upstream channels

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

14

10.0

48.2

2K

QAM8

3.1 Upstream channels

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

14

OFDMA

200

53.9

1

0

[Client62]

The 3.0 Downstream power levels are low to below spec.

The 3.1 Downstream power levels is way below the spec and has logged 665,829 errors.

For info ...

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 four to six DOCSIS 3.0 channels.  Seeing QAM 32/16 is a current service noise fault.

[Snairy]

Interesting, I presume this may not be something I can fix on my end? or if it is, are you aware of any thing I can do? 

[Client62]

Unless then cables to the Hub are very loose, this is a service fault.

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

Customer Support are on 150 or 0345 454 1111 from a non-VM phone.  ( to log the fault )