Area 11 EH14 outage

[ali-]

Hi,

For the past 3 days the broadband performance starts to deteriorate from 8am onwards, becoming unusable by ~2pm, often up until after midnight. I've setup the broadband monitor again to detail the performance:

Running a tracert seems to indicate that the problem appears at the first hop after the router with latencies in excess of 2000ms at its worse.

I called the support line and went through reset of the router using the pinhole reset. Issues only worsened after doing this. In calling again to advise, the automated system checks our equipment and says there is an outage and to check our cables, and that a text message has already been sent with a link for service status, before ending the call. The link consistently says "we can't connect to the broadband kit in your home", so there is no update to service status of any kind.

Generally, we only have two devices connected to the router, both by ethernet. Testing the service using samknows.com/realspeed appears to suggest a problem external to the household. Here's the results from a test ran at 9:30 this morning where the downstream has already dropped to sub 50Mbps:

No faults are present in my area when calling the service status line on 0800 561 0061.

Can this be looked into please?

Thanks in advance.

[Client62]

Check for signal level issues or many errors or lack of connected channels in the Downstream stats of the Hub.

For a Hub 3 we would expect to see 24 Downstream channels connected at 256 QAM,
with Power levels between -7 to + 10 dBmV.  and SNR >= 33dB.

[ali-]

Thanks for responding. Here's what they look like at present:

[Adduxi]

Far too many PostRS errors on the circuit.  I would suggest "noise" from an SNR fault on the VM network possibly?  Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

[ali-]

No faults in our areas according to the Area faults line.

[Daniel_Et]

Hi @ali-, thank you for your posts.

We're sorry to hear about the issues you've been having 😔

I can see you've been in touch with the team since your latest post. Did they manage to book an appointment for you? 

Please pop back to us at your earliest convenience.

Regards,
Daniel

[ali-]

HI @Daneil_Et,

Thanks for responding.

An appointment has been booked for Sunday, so hopefully they be able to identify and address the issues; the issues appear to be worsening as time goes on- fingers crossed:




Thanks again,

Alastair

[ali-]

Apologies @Daniel_Et, would likely be more helpful if I @ the correct name. 🙂

[jbrennand]

You arent allowed to contact Daniel directly using the @ on here.

Did the Tech fix your issue today ?

[ali-]

The tech guy was very helpful and happy to answer questions. He did find that the power levels on the downstream channels were too high, so fitted an attenuator. The levels now look like this:

There seem to be fewer Post RS errors appearing now:

Once that was fitted, and the router restarted, we carried out some speed test by ethernet and the speeds at that stage were still poor, ~10-20Mbps. He advised that we were likely affected by a wider network issue as he had further appointments for the same/similar issues with other users in our postcode.

Although after the visit, and up until ~12am, is was fairly unusable, things seemed to have improved after midnight:


So far this afternoon, it seems fairly stable and speeds seem to be reliable at present, with occasional spikes in latency. Hopefully it will remain like this for the foreseeable.

Thanks.