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Sudden intermittent loss of connectivity and slowness

Adamhully
Tuning in

on ‎14-09-2022 17:38

Since about 2PM today my internet has been dropping out across all my devices, both Wifi and wired. Simple ping tests to 8.8.8.8 come back with no response. Lights on the Hub all look fine. 

When the connection does come back, it's very slow. Right now I'm getting 3Mb/s instead of the usual ~210Mb/s. The upload speed is a solid 20Mb/s though which is good.

I checked the network details on the hub and I'm not an expert but I don't think it looks good. 

Modem Initialisation

Stage Status
Downstream Acquisition Locked
Primary Frequency 226750000 Hz
DHCP Done
TFTP Done
Time Of Day 17:26:20 BST
Security BPI+
Counters T1,T2,T3,T4,Sync,Resets 000,000,000,000,000,000

Downstream Channels
Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked 12 226750000 Hz 256 QAM -0.1 dBmV 30.2 dB 27303224 7382
Locked 9 202750000 Hz 256 QAM -0.7 dBmV 28.4 dB 39125450 1903431
Locked 10 210750000 Hz 256 QAM -0.1 dBmV 29.5 dB 18154853 473
NotLocked Unknown
Locked 13 234750000 Hz 256 QAM -0.3 dBmV 32.2 dB 19348039 632
Locked 14 242750000 Hz 256 QAM -2.1 dBmV 30.1 dB 59314948 105457
Locked 15 250750000 Hz 256 QAM -2.7 dBmV 30.4 dB 15895823 182733
Locked 16 258750000 Hz 256 QAM -3.1 dBmV 29.7 dB 51169758 1025132

Upstream Channels
Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked 4 39400000 Hz ATDMA 48.8 dBmV 64QAM 6400000 Hz 5120 Ksym/sec
Locked 1 60300000 Hz ATDMA 50.8 dBmV 64QAM 6400000 Hz 5120 Ksym/sec
Locked 2 53700000 Hz ATDMA 50.3 dBmV 64QAM 6400000 Hz 5120 Ksym/sec
Locked 3 46200000 Hz ATDMA 48.8 dBmV 64QAM 6400000 Hz 5120 Ksym/sec

It's the Superhub 2 so quite old, not sure if it's just on it's way out?

Thanks.

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2 REPLIES 2

Tudor
Very Insightful Person
Very Insightful Person

on ‎14-09-2022 17:40

A lot of problems.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Adamhully
Tuning in
In response to Tudor

on ‎14-09-2022 17:59

Thanks for the speedy reply, and confirming my suspicions. I'll give them a ring.
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