Is this the best place to request an engineer? Hub/BQM doesn't look good.

[demmers]

I recently just upgraded to Gig1 (cable, not full fibre), as I was mainly looking to replace the old router for the newer Hub 5 model. Note that I run the router in modem mode, as I use a home-built OPNsense router/firewall (which the BQM pings to), switch and AP setup. While on 500Mbps for the last year, the BQM has been showing awful spotty dropped packets/downtime, and as the upgrade to 1Gbps was only £4 extra a month, I thought that was worth it for the newer modem in case that was partly the issue.

Alas, the upgrade hasn't made any difference, if anything, I have even more dropped packets. I've never submitted the hub "router status" before, but from others i've compared it to on here, i'm pretty sure something needs to be looked at. Of course, whenever I run the test tool from the VM app/website, nothing comes up as negative, hence me asking here for some feedback.  Note that the BQM from today doesn't actually look that bad, but since the upgrade, I have got the odd dropped packets throughout the day, which never used to be there, instead, I would normally get about an hours downtime around 2pm every day! But still, I thought useful to show regardless.

As for speed, on ethernet, i'm averaging 800/100, but it's the stability of the line i'm more concerned with (I work in IT, sometimes remotely).

Any thoughts/advice would be greatly appreciated!

3.0 Downstream channels

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

1	362000000	-1.3	30	QAM 256	29
2	146000000	0.1	42	QAM 256	2
3	154000000	0.3	42	QAM 256	3
4	162000000	0.5	42	QAM 256	4
5	170000000	0.6	41	QAM 256	5
6	178000000	0.7	41	QAM 256	6
7	186000000	0.7	41	QAM 256	7
8	194000000	0.7	41	QAM 256	8
9	202000000	0.9	41	QAM 256	9
10	210000000	-1.1	41	QAM 256	10
11	218000000	-2.2	41	QAM 256	11
12	226000000	-2.5	41	QAM 256	12
13	234000000	-1.6	41	QAM 256	13
14	242000000	-1.3	41	QAM 256	14
15	258000000	-1	41	QAM 256	16
16	266000000	0.8	41	QAM 256	17
17	290000000	0.3	42	QAM 256	20
18	298000000	0.3	42	QAM 256	21
19	322000000	0.3	42	QAM 256	24
20	330000000	-1.3	41	QAM 256	25
21	354000000	-1.5	41	QAM 256	28
22	370000000	-1.5	41	QAM 256	30
23	378000000	-1.8	41	QAM 256	31
24	386000000	-2.2	41	QAM 256	32
25	394000000	-2.5	40	QAM 256	33
26	402000000	-2.6	41	QAM 256	34
27	410000000	-2.7	41	QAM 256	35
28	418000000	-2.9	40	QAM 256	36
29	522000000	-2.4	41	QAM 256	37
30	530000000	-2.8	40	QAM 256	38
31	538000000	-2.6	40	QAM 256	39
32	546000000	-2.8	40	QAM 256	40

3.0 Downstream channels

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

1	Locked	30	37134	0
2	Locked	42	1164	0
3	Locked	42	1625	0
4	Locked	42	1954	0
5	Locked	41	2554	0
6	Locked	41	3041	1
7	Locked	41	3479	0
8	Locked	41	4089	0
9	Locked	41	4626	0
10	Locked	41	5335	0
11	Locked	41	6079	0
12	Locked	41	7450	0
13	Locked	41	8093	0
14	Locked	41	9528	0
15	Locked	41	10754	0
16	Locked	41	11792	0
17	Locked	42	14838	0
18	Locked	42	15996	1
19	Locked	42	21825	0
20	Locked	41	25888	0
21	Locked	41	34381	0
22	Locked	41	41354	0
23	Locked	41	46354	0
24	Locked	41	52529	0
25	Locked	40	57978	0
26	Locked	41	61763	0
27	Locked	41	65358	0
28	Locked	40	75276	0
29	Locked	41	262157	0
30	Locked	40	320544	0
31	Locked	40	333738	0
32	Locked	40	389878	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

42

-1.8

2625006662

13016

3.0 Upstream channels

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

0	49600000	56.5	5120	QAM 64	1
1	43100000	56.5	5120	QAM 64	2
2	36600000	56	5120	QAM 64	3
3	30100000	56.5	5120	QAM 64	4
4	23600000	56.3	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

3.1 Upstream channels

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

6

10

50.5

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

[newapollo]

Hi demmers 

Have you used the /check-services/  function? You can also a run a test on your equipment from there. 

If nothing is showing  you should also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

Your upstream power levels appear to be high. They should ideally be lower than 51.0

3.0 Upstream channels

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

0	49600000	56.5	5120	QAM 64	1
1	43100000	56.5	5120	QAM 64	2
2	36600000	56	5120	QAM 64	3
3	30100000	56.5	5120	QAM 64	4
4	23600000	56.3	5120	QAM 64	5

[jpeg1]

Well the first thing that jumps out is that the upstream signal levels are way too high. That may or may not cause your problems, but it certainly needs correcting. 

Also your Hub is working very hard to correct data errors on the downstream channels. It's succeeding at the moment, but it's not a good look. 

You need a technician visit to sort this. 

[demmers]

Thanks guys, just booked an engineer for Tuesday. Out of interest, will the engineer be able to see these numbers their end too? I'll most probably be out working when they turn up that's all.

[jpeg1]

You do need to have someone there, as the technician will want to check the levels at your Hub. 

[Tudor]

Upstream high and downstream log signals either a bad cable somewhere or you need moving to another tap on the street cabinet. 

[Beth_G]

Hi demmers

Thanks for your post. Sorry for the delay in response and for the broadband issues you've had over the past week or so.

How did the visit go yesterday? If you still need some help, just let us know. We're more than happy to help.

[demmers]

Hi Beth,

Actually, that Tuesday visit never went ahead, I don't think it was booked properly, but didn't matter as no one would have been in anyway. It's now confirmed as booked for the 27th July. I'll keep you updated. Thanks anyway.

[Ashleigh_C]

I am so sorry to hear that this visit did not go ahead @demmers but please do let us know how things are looking after the visit? Just to let you know the engineer will need the Hub to be in router mode to run full checks but you can change this back after the visit. 

Thank you.

[pete_at_home]

Changing from 500Mbps to 1Gig package will not make any difference to your BQM.   As other have said, your modem signals need attention.   If you're on pure coax feed, then ideally you need to be on a 6db higher tap in the street cabinet.  this will improve your DS levels, and cause US to drop by 6db !!

Modem speed is simply set in the config file (based on your package) that VM downloads to your modem on boot-up. The example below shows what a 990/90 Mbps config would look like in the config file !!

Upstream Service Flow Encodings
Service Flow Reference:1
Service Class Name:2GU
Quality of Service Parameter Set:provisioned admitted active
Upstream Maximum Sustained Traffic Rate:99000000
Maximum Traffic Burst:128000
Downstream Service Flow Encodings
Service Flow Reference:2
Service Class Name:2GD
Quality of Service Parameter Set:provisioned admitted active
Downstream Maximum Sustained Traffic Rate:990000000