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jgforrest
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Intermittent connection failures - shared cable

Relatively new customer on gigabit, and I see a lot of failures, some of which can be fixed by restarting the hub 4.

I am however on a shared cable. I was supposed to get a dedicated cable some weeks ago, and the cable was laid to my front door and left there, it was never wired up to the hub.

Looking at the hub statistics I see SNR below 30dB and a lot of errors (extracts below).

 

How can I get the cable installed? I can't find a way to contact VM without an hour or more on the phone.

 

BQM here

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2aaea8616cf124b245de1ff1ac90cb391a...

3.0 Downstream channels

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

11390000002.90000229.440836QAM2561
21470000001.59999829.268816QAM2562
31550000001.29999929.397188QAM2563
41630000001.20000129.574476QAM2564
51710000000.90000229.440836QAM2565
61790000000.59999829.397188QAM2566
71870000000.50000029.268816QAM2567

 

3.0 Downstream channels

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

1Locked07628460
2Locked640107978570900
3Locked500461807900200
4Locked539226817026530
5Locked641574877383920
6Locked639780378439940
7Locked507599389285180
8Locked2861014376859821

0

 

3.1 Downstream channels

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

159Locked -13.82337274444

1312

 

 

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jb66
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Re: Intermittent connection failures - shared cable

Signal is poor, your neighbour must have a similar issue
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Beth_G
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Re: Intermittent connection failures - shared cable

Hi jgforrest,

 

Thank you for posting on the Community Forums. I'm sorry to hear that you are experiencing some broadband issues and that you are still 'piggybacking' off your neighbour's services. The team will only do this if they are unable to set up your individual connection at the time of calling round, however I would have though that by now you should have your own connection/cable.

 

I'm going to pop you over a PM so I can contact the Area Field Manager and look into getting a team to come out and sort this for you. Please check out the purple envelope for a message from me.

 

Thanks,

 

Beth

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Beth_G
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Re: Intermittent connection failures - shared cable

Hi Jeff,

 

Happy New Year!

 

Thanks for your message and for all the details you supplied via PM. 

 

I have contacted the Area Field Manager for you and asked if he can arrange an appointment for your individual connection to be installed. As soon as I hear back I will let you know

 

Kind regards,

 

Beth

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jgforrest
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Re: Intermittent connection failures - shared cable

Hi Beth,

Thanks very much, I'm seeing some up to 20% packet loss today on my BQM so hopefully this can be installed soon and the issue finally resolved.

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2aaea8616cf124b245de1ff1ac90cb391a...

 

Thanks,

 

Jeff

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