Packet loss on the line.

[RockerSBM]

Hey Virgin 

can someone take a look at my connection seems to be a lot of red packets loss on my tbb graph 

and also the Qam on the downstream always stuck on 2048 qam which i think this is why i got a lot of RCS Partial Service errors using the hub3

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

159

96

4K

1880

QAM2048

392

3.1 Downstream channels

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

159

Locked

41

3.2

840099769

116

[Matthew_ML]

Hey RockerSBM, thank you for reaching out and I am sorry to see you are having some connection issues.

I have taken a look from our end and I can see there is a major outage in your area affecting everybody.

This will also affect your overall connection and it is due to end on 19th September 2022.

I am sorry about any trouble this may cause in this time. Thanks 

[RockerSBM]

Hi Matthew

how do you rise a ticket for the qam on the downstream dropping for networks to look into it? it doesnt go back to QAM4096 i believe this is the fault of the partial error with the noise from it that causes it can you get networks to look into the noisy qam on the dreamstream?

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

159

96

4K

1880

QAM2048

392

3.1 Downstream channels

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

159

Locked

41

3.3

236249301

244

[Reece_MH]

Hi @RockerSBM,

Thanks for your post, and the updates with this. Unfortunately, tickets to our Network Team require a Technician to attend the property. However, I've attempted to run checks on our end, and because your Hub is in Modem Mode, I've been unable to perform these fully, all the checks I've performed so far have returned within standard parameters and are all green.

When putting your Hub into Router Mode, are you still seeing the same problem? Is it possible for you to put your Hub in Router Mode so we can run diagnostics remotely?

Cheers,

[RockerSBM]

Hi

yes in router mode its the same qam drops that means its noisy on the QAM and networks need to sort it out.

[RockerSBM]

Hi VM

you find out info about QAM and ask someone that knows about it and ask them what the QAM setting is on 3.1 docsis!

they will tell you it should be QAM4096 mine always on QAM 2048 which drops cos noise and when it trys to connect back and cant thats where the noise hits and i believe thats what ive had for a long time here with that problem.

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

159

96

4K

1880

QAM2048

392

3.1 Downstream channels

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

159

Locked

41

3.0

1561011516

250

[Paul_DN]

Hi RockerSBM,

Thank you for reaching back out, it looks like the area issue which was an SNR(Signal to Noise Ratio) has now cleared, please do a pin reset and put your Router back in Router mode removing yours so we can run some further checks. Disconnect all ethernet cables from the Hub, with the Hub powered on use a paperclip, or a mobile sim slot tool  and perform a pinhole reset by keeping it pressed in for a timed 60 seconds
Please do not reboot the hub but allow it 8 to 10 minutes to boot up and settle down.
Regards

Paul.

[RockerSBM]

Hi paul

thats nothing to do with my hub its a network fault so tell networks to get looking into the fault! 

[legacy1]

But we must do the checks...lord knows what we will find! that querying the hub in modem mode can't tell us!

[Sephiroth]

Hi Rocker - nice to meet you again.

You've learnt plenty since the old days; noise on the DOCSIS 3.1 line eh? Spot on, of course. And Legacy's right: all this gollox about having to be in router mode to do checks from their side!

Looks like you'll need to wait until the SNR fault has been resolved.

Cheers mate!