Drop outs for over 2 weeks now

[nt454]

Hi, our broadband (Hub 4) has been cutting out at regular points for over 2 weeks now.  I've setup a BQM monitor which has shown a lot of packet loss, along with some high latency:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c7dfd678ba8d5724a14877df13be13bbfb... 

Any help would be appreciated please. I'll also copy the downstream and upstream info. from our hub below.

Thanks,
Nick
-----------------------------

3.0 Downstream channels

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

4	162750000	1.5	37.6	QAM256	4
1	138750000	2.2	37.6	QAM256	1
2	146750000	2.1	37.6	QAM256	2
3	154750000	2	38.6	QAM256	3
5	170750000	1	37.6	QAM256	5
6	178750000	0.9	37.6	QAM256	6
7	186750000	1.1	37.6	QAM256	7
8	194750000	0.9	37.6	QAM256	8
9	202750000	0.7	38.6	QAM256	9
10	210750000	0.3	37.6	QAM256	10
11	218750000	0.1	37.6	QAM256	11
12	226750000	0	37.6	QAM256	12
13	234750000	-0.5	37.6	QAM256	13
14	242750000	-1.5	37.6	QAM256	14
15	250750000	-2	36.6	QAM256	15
16	258750000	-1.6	37.4	QAM256	16
17	266750000	-0.8	37.4	QAM256	17
18	274750000	-0.6	37.6	QAM256	18
19	282750000	-0.7	37.4	QAM256	19
20	290750000	-0.9	37.4	QAM256	20
21	298750000	-1	37.6	QAM256	21
22	306750000	-0.6	37.6	QAM256	22
23	314750000	-0.1	37.6	QAM256	23
24	322750000	0.3	38.6	QAM256	24
25	330750000	0.5	37.6	QAM256	25
26	338750000	0.2	37.6	QAM256	26
27	346750000	0	37.6	QAM256	27
28	354750000	-0.2	37.6	QAM256	28
29	362750000	-0.2	37.6	QAM256	29
30	370750000	0	37.6	QAM256	30
31	378750000	0.4	39	QAM256	31

[nt454]

3.0 Downstream channels

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

4	Locked	37.636276	0	0
1	Locked	37.636276	0	0
2	Locked	37.636276	0	0
3	Locked	38.605377	0	0
5	Locked	37.636276	0	0
6	Locked	37.636276	0	0
7	Locked	37.636276	0	0
8	Locked	37.636276	0	0
9	Locked	38.605377	0	0
10	Locked	37.636276	0	0
11	Locked	37.636276	0	0
12	Locked	37.636276	0	0
13	Locked	37.636276	0	0
14	Locked	37.636276	0	0
15	Locked	36.609653	0	0
16	Locked	37.355988	0	0
17	Locked	37.355988	0	0
18	Locked	37.636276	0	0
19	Locked	37.355988	0	0
20	Locked	37.355988	0	0
21	Locked	37.636276	0	0
22	Locked	37.636276	0	0
23	Locked	37.636276	0	0
24	Locked	38.605377	0	0
25	Locked	37.636276	0	0
26	Locked	37.636276	0	0
27	Locked	37.636276	0	0
28	Locked	37.636276	0	0
29	Locked	37.636276	0	0
30	Locked	37.636276	0	0
31	Locked	38.983261	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

QAM4096

759

3.1 Downstream channels

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

159

Locked

39

-3.3

3534516791

0

3.0 Upstream channels

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

1	23600000	46.3	5120 KSym/sec	QAM64	5
2	30100000	46.5	5120 KSym/sec	QAM64	4
3	36600000	47.5	5120 KSym/sec	QAM64	3
4	43100000	47	5120 KSym/sec	QAM64	2
5	49600000	47	5120 KSym/sec	QAM64	1

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

6

10.0

37.2

2K

QAM8

3.1 Upstream channels

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

6

OFDMA

200

53.9

0

0

[Beth_G]

Hi nt454

Thank you for your post and taking the time to post your logs. We're sorry to hear you've been having some trouble with your broadband service!

I've had a look on this side and can see that you were able to speak with the Faults Team and arrange an engineer visit. Do let us know how the visit goes and if you need help with anything else.

All the best,

[nt454]

Hi,

We had an engineer visit, but unfortunately they weren't much help. They didn't actually check our connection and tried to blame our mesh system, without reason, even though we're getting the same issues using ethernet.

Our connection is still dropping out at least hourly and the BQM monitor shows this, with dropped packets at the same time:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/c7dfd678ba8d5724a14877df13be13bbfb... 

Going on the broadband status checker on the app has shown "intermittent issues" for over 4 weeks now, but it hasn't been fixed. Is there an update on this please? Also, how do we go about getting compensation, as there's no option on the app to request this and we've had a dodgy connection for over 4 weeks now?

Thanks,

Nick

[Steven_L]

Thanks for coming back to us nt454 and I'm sorry to hear of the issues that you're having with your connection. The technician notes state that you were advised that this due to your mesh system, the technician should have explained why, we also haven't been given any further information as to why either. Are you able to test your connection without using your mesh system to fully rule that out as the cause of the issues?

Kind Regards,

Steven_L

[nt454]

Hi, the engineer didn't test our system at all, just saw we had a mesh system so tried to blame that 🫤. We've since tested it with the mesh system switched off and just connecting direct to the hub and we get the same issues. The connection drops out at least once an hour and is barely useable.

I've attached a copy of the latest BQM, showing a lot of dropped packets, along with latency issues:

Please can we either try a replacement hub or get a different engineer to check our line?

Thanks,

Nick

[legacy1]

99 out of 100 if BQM shows a problem in modem mode it will show a problem in router mode 

---

@nt454 wrote:

Hi, the engineer didn't test our system at all, just saw we had a mesh system so tried to blame that 🫤.

Please can we either try a replacement hub or get a different engineer to check our line?

---

hide your mesh...now if I have a problem how do I hide a 32U Rack Cabinet...🤔

[Steven_L]

Thanks for coming back to us nt454, how has your connection been running since you last posted on Tuesday?

Have you had any changes at all for the better or worse? How recent was your last hub reboot?

Kind Regards,

Steven_L