I apologise in advance this is going to be a long post, I am at my wits end here, with support with engineers... You would thing with a competing FTTP offering having just been installed in my city they would be eager to fix what ever is going on.
Let me start by I have had, for the most part rock solid internet for 10 years with only the occasional bump. I have 3x V6 boxes, range extenders (from being in a trial) and the SH3. About 6 months ago the connection started to become temperamental. I discovered by connecting the Attenuators left from previous installer visits that this would fix the problem... then 4 weeks go this stopped working. I got an engineer out, who said he couldn't really find a problem but would swap out the modem and see how that goes, he left me his number and to call him if there were still problems... he had been gone about 2 hours and it started to get worse. Sent him a message and he arranged for someone to come out and look at the network, they came and said there was noise on the line to the man hole cover and they would get someone out to replace the cable.
This was done, no effect - except my power levels went up. Still technically within spec but higher than they were before. I was unable to get a hold of the first engineer anymore and off my own back tried the 6db attenuator I had, this pulled the download power levels to 0v but still I kept getting disconnects.
We are now up to Wednesday last week. I spoke to Customer Service and explained the problem and they said they would get a virtual engineer booked and they would call me the next day - if they didn't then the agent I spoke to would. Thursday came no phone call from anyone. Phoned customer service the gentleman I spoke to apologised and said he could see the previous advisor had not booked the previous virtual engineer as promised but he would do it right now and he will call me tomorrow come what may... Friday came and went... no call..
So I am back at a point where I work from home (not covid related) but my internet drop every 5-10 minutes between 4pm and 1am (same as the hours I work).
Power levels:
Downstream
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 235000000 | 5.9 | 40 | 256 qam | 13 |
2 | 139000000 | 6 | 40 | 256 qam | 1 |
3 | 147000000 | 6 | 40 | 256 qam | 2 |
4 | 155000000 | 5.5 | 40 | 256 qam | 3 |
5 | 163000000 | 5.6 | 40 | 256 qam | 4 |
6 | 171000000 | 5.5 | 40 | 256 qam | 5 |
7 | 179000000 | 5.8 | 40 | 256 qam | 6 |
8 | 187000000 | 5.9 | 40 | 256 qam | 7 |
9 | 195000000 | 5.6 | 40 | 256 qam | 8 |
10 | 203000000 | 5.8 | 40 | 256 qam | 9 |
11 | 211000000 | 5.9 | 40 | 256 qam | 10 |
12 | 219000000 | 6 | 40 | 256 qam | 11 |
13 | 227000000 | 6 | 40 | 256 qam | 12 |
14 | 243000000 | 5.6 | 40 | 256 qam | 14 |
15 | 251000000 | 5.4 | 40 | 256 qam | 15 |
16 | 259000000 | 5.5 | 40 | 256 qam | 16 |
17 | 267000000 | 5.5 | 40 | 256 qam | 17 |
18 | 275000000 | 5.5 | 40 | 256 qam | 18 |
19 | 283000000 | 5.5 | 40 | 256 qam | 19 |
20 | 291000000 | 5.6 | 40 | 256 qam | 20 |
21 | 299000000 | 6 | 40 | 256 qam | 21 |
22 | 307000000 | 5.8 | 40 | 256 qam | 22 |
23 | 315000000 | 5.5 | 40 | 256 qam | 23 |
24 | 323000000 | 5.5 | 40 | 256 qam | 24 |
Channel | Locked Status | RxMER (dB) | Pre RS Errors | Post RS Errors |
1 | Locked | 40.3 | 5 | 0 |
2 | Locked | 40.3 | 0 | 0 |
3 | Locked | 40.9 | 6 | 0 |
4 | Locked | 40.3 | 6 | 0 |
5 | Locked | 40.3 | 0 | 0 |
6 | Locked | 40.9 | 0 | 0 |
7 | Locked | 40.3 | 0 | 0 |
8 | Locked | 40.3 | 6 | 0 |
9 | Locked | 40.9 | 5 | 0 |
10 | Locked | 40.9 | 6 | 0 |
11 | Locked | 40.9 | 4 | 0 |
12 | Locked | 40.3 | 6 | 0 |
13 | Locked | 40.3 | 6 | 0 |
14 | Locked | 40.3 | 5 | 0 |
15 | Locked | 40.9 | 0 | 0 |
16 | Locked | 40.3 | 6 | 0 |
17 | Locked | 40.9 | 0 | 0 |
18 | Locked | 40.3 | 6 | 0 |
19 | Locked | 40.3 | 5 | 0 |
20 | Locked | 40.3 | 4 | 0 |
21 | Locked | 40.3 | 5 | 0 |
22 | Locked | 40.9 | 5 | 0 |
23 | Locked | 40.3 | 0 | 0 |
24 | Locked | 40.3 | 6 | 0 |
Upstream
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 46200000 | 42.8 | 5120 | 64 qam | 3 |
2 | 53700000 | 43.5 | 5120 | 64 qam | 2 |
3 | 39400000 | 42.3 | 5120 | 64 qam | 4 |
4 | 32600000 | 42.3 | 5120 | 64 qam | 5 |
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 |
Pings on my broadband for the last few days, so you can see where it disconnects:
Today:

Thursday last week (skipped weekend as although there was some disconnects I wasn't here using it)

Wednesday:

Tuesday

Monday

I have weeks of this data.. I just don't know what to do and I need this work for my job, my boss is losing patience, I am losing patience and i am paying a fortune for a service I am not getting and no one seems interested in actually fixing it 😞
Allen Smitth
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