Forum Discussion

ali-'s avatar
ali-
Tuning in
2 months ago

Area 11 EH14 outage

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's avatar
    Client62
    Alessandro Volta
    2 months ago

    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-'s avatar
      ali-
      Tuning in
      2 months ago

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

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        2 months ago

        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.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    we didn't experience any complete outages as the graphs suggest: ... can means the wrong IP is in the BQM

    • ali-'s avatar
      ali-
      Tuning in
      31 days ago

      That was my first though, checked and confirmed IP address is correct.

  • unisoft's avatar
    unisoft
    Knows their stuff
    31 days ago

    Reboot router, to clear error stats and then post back after 24 hours to see if those post rs errors are still high. As Adduxi says they are/were horrendous suggesting circuit not fixed!

    • ali-'s avatar
      ali-
      Tuning in
      11 days ago

      Router's been restarted a few time, most recently this morning and the downstream channels look like this:

       

      • Carley_S's avatar
        Carley_S
        Forum Team
        8 days ago

        Hi ali- 

        Sorry to hear you're still having issues. Checking the systems on our side there was some issues Friday that we can see, but this seems to all be resolved now with no other issues flagging since. 

        Are you personally experiencing any issues after Friday and are you able to share/advise on when they were and for how long? If you're able to share a live link to your BQM we can see this in real-time too, which could be helpful.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    11 days ago

    There is still a problem somewhere.  There should be zero (or a very small number) of PostRS errors.  It could be the Hub is faulty, or the cable needs a repull, or a connector is faulty, or a problem in the street cabinet.  Until these errors are fixed, your circuit will continue to struggle.