Hub 5 - Intermittent Connection Issues

[JitteryPinger]

I'm wondering if anyone from customer service can help me here please.

Last week I had a call from Broadband Reliability Team who said they had noticed a high number of disconnects on my broadband, I personally hadn't noticed losses of connectivity however streaming radio and some other services on Sonos is struggling since I had my Hub 5 and Gig1 installed.

They sent an engineer who just added an attenutator to drop the signal down a bit but issues are still persisting and I'm even noticed hangs in my internet browsing and services on desktop computers reporting intermittent disconnections.

Find logs below.

Spoiler

Refresh data

3.0 Upstream channels

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

0	49600000	52	5120	QAM 64	1
1	43100000	51.8	5120	QAM 64	2
2	36600000	51.8	5120	QAM 64	3
3	30100000	51.3	5120	QAM 64	4
4	23600000	51.3	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

45.7

2K

QAM 256

3.1 Upstream channels

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

6

OFDMA

200

74000000

0

0

Spoiler

3.0 Downstream channels

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

1	331000000	7.5	44	QAM 256	25
2	139000000	7.1	43	QAM 256	1
3	147000000	7	43	QAM 256	2
4	155000000	7	43	QAM 256	3
5	163000000	6.9	43	QAM 256	4
6	171000000	7	43	QAM 256	5
7	179000000	7.2	43	QAM 256	6
8	187000000	7.4	44	QAM 256	7
9	195000000	7.5	43	QAM 256	8
10	203000000	7.4	44	QAM 256	9
11	211000000	7.6	44	QAM 256	10
12	219000000	7.7	44	QAM 256	11
13	227000000	7.7	44	QAM 256	12
14	235000000	7.7	44	QAM 256	13
15	243000000	7.6	44	QAM 256	14
16	251000000	7.4	43	QAM 256	15
17	259000000	7.5	44	QAM 256	16
18	267000000	7.7	44	QAM 256	17
19	275000000	7.7	44	QAM 256	18
20	283000000	7.6	43	QAM 256	19
21	291000000	7.7	43	QAM 256	20
22	299000000	7.7	43	QAM 256	21
23	307000000	7.8	44	QAM 256	22
24	315000000	7.7	44	QAM 256	23
25	323000000	7.6	44	QAM 256	24
26	339000000	7.8	44	QAM 256	26
27	347000000	8	44	QAM 256	27
28	355000000	8	44	QAM 256	28
29	363000000	8	44	QAM 256	29
30	371000000	7.9	44	QAM 256	30
31	379000000	8	44	QAM 256	31

3.0 Downstream channels

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

1	Locked	44	30	0
2	Locked	43	4	0
3	Locked	43	31	0
4	Locked	43	4	0
5	Locked	43	7	0
6	Locked	43	3	0
7	Locked	43	1	0
8	Locked	44	0	0
9	Locked	43	2	0
10	Locked	44	2	0
11	Locked	44	3	0
12	Locked	44	3	0
13	Locked	44	6	0
14	Locked	44	6	0
15	Locked	44	4	0
16	Locked	43	11	0
17	Locked	44	11	0
18	Locked	44	10	0
19	Locked	44	11	0
20	Locked	43	15	0
21	Locked	43	24	0
22	Locked	43	26	0
23	Locked	44	20	0
24	Locked	44	20	0
25	Locked	44	20	0
26	Locked	44	25	0
27	Locked	44	25	0
28	Locked	44	24	0
29	Locked	44	19	0
30	Locked	44	23	0
31	Locked	44	24	0

3.1 Downstream channels

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

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

44

7.7

808560225

0

[Cardiffman282]

All upstream power levels are too high and the 3.1 downstream channel has high levels of (corrected) errors. The tech should have spotted this stuff really. 

[gitty]

This snapshot doesn't reveal the issue. Maybe after it has collected codeword stats for a longer time. The network/event log may have more details. 

[John_GS]

Hi @JitteryPinger 

Thanks for posting and welcome back to the community.

Apologies for the connection issues. You do need a tech as pointed out (thank you to the community).

I'll send you a PM now to assist further.

[JitteryPinger]

So just done my own troublshooting here and quite quickly I'm becoming aware the problem is the Hub 5's router, although the power levels might be out a bit on the modem my issues are quite clearly the router in the Hub 5.

[JitteryPinger]

Continuing to troubleshoot these issues this afternoon, and interesting case here is that if I try streaming radio in my browser with VPN enabled I don't have the dropouts!!

Come off the VPN and nearly immediately issues return.

[carl_pearce]

You should probably remove your public IP from that image.

Apologies if it's not.

[JitteryPinger]

It's not but thanks.

[JitteryPinger]

Well I can confirm that engineer has been out this week and confirmed my tap and bank placement at the cab is correct, cables are all fine when checking against neighbouring connections, has added a forward path attenuator to manage the upstream power levels and confirmed everything is within scope but issues still remain.