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Connection Issues

Hi all,

since being upgraded to the 500Mbit tier I am seeing regular disconnections of my broadband, particularly in the afternoon.

Please see thinkbroadband graph which shows a steady amount of packetloss at all times (look for red spikes at the very top of the graph), and then massive spikes in latency starting at 2pm.

 

On the above graph you can see the area of 100% packet loss just after 4pm.  That was when i tried rebooting the modem.  It took 4 reboot attempts to get connectivity back.

Here is what the modem status page shows:

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 299000000 1.2 40 256 qam 21
2 139000000 3.5 40 256 qam 1
3 147000000 3.5 40 256 qam 2
4 155000000 3 40 256 qam 3
5 163000000 2.5 40 256 qam 4
6 171000000 2.5 40 256 qam 5
7 179000000 2.5 40 256 qam 6
8 187000000 2.4 40 256 qam 7
9 195000000 2.4 40 256 qam 8
10 203000000 2 40 256 qam 9
11 211000000 1.7 40 256 qam 10
12 219000000 1.9 37 256 qam 11
13 227000000 1.7 38 256 qam 12
14 235000000 1.4 40 256 qam 13
15 243000000 1.2 40 256 qam 14
16 251000000 1 40 256 qam 15
17 259000000 1 40 256 qam 16
18 267000000 0.9 40 256 qam 17
19 275000000 0.7 40 256 qam 18
20 283000000 0.7 40 256 qam 19
21 291000000 1.2 40 256 qam 20
22 307000000 0.7 40 256 qam 22
23 315000000 1 40 256 qam 23
24 323000000 1 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.9 16 0
2 Locked 40.3 875613 411030
3 Locked 40.3 1352666 2438
4 Locked 40.3 593228 0
5 Locked 40.9 5627 0
6 Locked 40.9 1741 0
7 Locked 40.3 1501 0
8 Locked 40.9 1716 0
9 Locked 40.9 1518 0
10 Locked 40.3 1674 0
11 Locked 40.3 1294 0
12 Locked 37.6 1394 0
13 Locked 38.9 1040 0
14 Locked 40.3 1759 0
15 Locked 40.9 1644 0
16 Locked 40.3 1942 0
17 Locked 40.9 1394 0
18 Locked 40.3 2055 0
19 Locked 40.3 1756 0
20 Locked 40.9 21 0
21 Locked 40.9 41 0
22 Locked 40.9 11 0
23 Locked 40.9 8 0
24 Locked 40.3 17 0

UPSTREAM
1 32599998 4.55 5120 64 qam 5
2 39400004 4.55 5120 64 qam 4
3 46199971 4.55 5120 64 qam 3
4 53700014 4.55 5120 64 qam 2

As you can see there are lots of errors on channels 1-4 which I'm guessing are not good.

Does this require an engineer to look at?

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Alessandro Volta
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Message 2 of 11
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Re: Connection Issues

I would certainly phone customer services to get an engineer, are those channels are a the low frequency end and I would guess at noise ingress. 


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
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Re: Connection Issues

Thanks for the post Lee_vm.

 

It looks like there's a known area outage currently which may be affecting your services, I'll pop the information on this below for you.

 

Reference: C01152045

Estimated repair time: 27 OCT 2020 15:00

 

Thanks, Emily.

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Re: Connection Issues

Hi Emily,

its not an outage, its just regular internet dropouts and high pings.   I believe this may be due to the fact that the cables where they enter the house are exposed to the weather and getting wet.   This has been this way since we moved into the house years ago.

I guess we need an engineer to solve that?

 

Thanks,

Lee.

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Re: Connection Issues

The fault I've made you aware of above may be the thing affecting that, we're not able to book engineers until the area outage is complete. 

 

Thanks, Emily.

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Re: Connection Issues

Hi Emily,

unfortunately the same issue has been occuring this morning.  Random dropouts of the connection and high ping in games.    Here is a view of the hub status page:

router status.JPG

and here is the outside connection point:

 

cable connection small.jpg

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Re: Connection Issues

Thank you for confirming this for us Lee.

 

I've booked in the next available appointment for you for an engineer to fix the damaged brown box outside.

 

Please check the details on this on your online account where you can also reschedule if needed.

 

Thanks, Emily.

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Message 8 of 11
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Re: Connection Issues

Hi Emily.  Did you remotely reboot my modem as part of this? 

I now have no connection at all, just a flashing yellow/green light on the front of the hub.

Lee. 

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Re: Connection Issues

No it shouldn't have rebooted the Hub as it was booked for the brown box and not the Hub but they can take a look when they get to the property for the appointment.

 

Thanks, Emily.

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Re: Connection Issues

OK, now seems there is a fault in my area according to the status page.  Sigh. 

Where do I see details of the engineer in my account?  Can't see anything obvious in there as to the details. 

 

Lee. 

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