Random disconnects

[paf23]

Similar to others on this forum I am suffering from random disconnects.

I lose all access to the internet for 2 to 3 minutes and then the hub (Hub 3) reconnects

Some days I have no issues at all and others are terrible (Sunday 5th Feb I had 20 drop outs)

My hub settings

Item Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	30100000	Locked
Provisioning State	Online

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

1	203000000	-3.9	38	256 qam	9
2	139000000	-3	40	256 qam	1
3	147000000	-3.2	40	256 qam	2
4	155000000	-3.5	38	256 qam	3
5	163000000	-3.5	40	256 qam	4
6	171000000	-3.7	38	256 qam	5
7	179000000	-3.5	38	256 qam	6
8	187000000	-3.5	38	256 qam	7
9	195000000	-3.7	40	256 qam	8
10	211000000	-4.4	38	256 qam	10
11	219000000	-4.7	38	256 qam	11
12	227000000	-5	38	256 qam	12
13	235000000	-5.4	38	256 qam	13
14	243000000	-5.7	38	256 qam	14
15	251000000	-5.7	38	256 qam	15
16	259000000	-6	38	256 qam	16
17	267000000	-6	38	256 qam	17
18	275000000	-6.2	38	256 qam	18
19	283000000	-6	38	256 qam	19
20	291000000	-6	38	256 qam	20
21	299000000	-6.2	38	256 qam	21
22	307000000	-6.2	38	256 qam	22
23	315000000	-6.2	38	256 qam	23
24	323000000	-6.4	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.9	364	57
2	Locked	40.3	11043	742
3	Locked	40.3	8327	1286
4	Locked	38.6	2357	861
5	Locked	40.3	731	38
6	Locked	38.9	619	46
7	Locked	38.9	532	47
8	Locked	38.9	406	41
9	Locked	40.9	348	36
10	Locked	38.9	233	28
11	Locked	38.9	226	27
12	Locked	38.6	190	28
13	Locked	38.6	118	27
14	Locked	38.6	96	26
15	Locked	38.6	80	24
16	Locked	38.9	66	30
17	Locked	38.9	54	25
18	Locked	38.9	26	24
19	Locked	38.9	30	24
20	Locked	38.9	31	24
21	Locked	38.9	46	25
22	Locked	38.9	41	21
23	Locked	38.9	41	23
24	Locked	38.6	40	21

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

1	30100000	49.3	5120	64 qam	4
2	43100000	49.8	5120	64 qam	2
3	36600000	49.5	5120	64 qam	3
4	49600000	50.3	5120	64 qam	1
5	23600000	48.5	5120	64 qam	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	16	0

[jbrennand]

Hub stats look poor. Down power levels are all very low with some below the recommended lower limit of -6dBmV - there are also too many RS and T3 errors - can you start from a clean sheet and do this....

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends.

Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort.

[paf23]

Thanks for the advice.

I will check as much as I can in the morning. The external cabling isn't easy to check for a second floor flat!

The only thing I am wondering about is if there is a dodgy cable somewhere, why did it run for almost a week with no issues and then have a really bad day? Could it be temperature dependent?

Thanks

Paul

[John_GS]

Hi @paf23 

Thanks for posting and welcome to the community.

Sorry to hear of the disconnection issue with the broadband. Thank you Jbrennand as always for your help here.

I can see you've spoke to the team since posting and we have booked you a technician visit in, please let us know how that goes.

Best wishes,

[paf23]

Thanks for the messages 

After a power reset on the hub I did see more post RS errors and I have seen a lot more disconnects so I booked the engineer visit for Monday 

I did have an issue a few years ago which was fixed by reterminating the cable in the street cabinet (it was showing signs of corrosion). It may be a similar issue again. 

I will update this thread with the outcome 

[paf23]

The engineer visited yesterday and removed a redundant splitter from the path between the wall socket and the hub (a relic from the days of FM radio via cable!) 

So far I haven't seen any more disconnects but it had run for the whole weekend with no issues after a bad week 

I will continue to monitor 

[Akua_A]

Thank you for the update @paf23 

Glad to see you have been seeing improvements after the appointment. Please continue to monitor the service and let us know if you need any further help.

Thanks,