Latency increased two upstream channels dropped QAM32

[k9sar]

Hi,

Been on the GIG1 service for a month and all working well

Today I noticed the latency took a stepped change at 1pm and then noticed 2 of the upstream channel have dropped from QAM64 to QAM32.

The downstream all looks ok on DOCSIS 3 and 3.1 channels

Power cycled the HUB4 and they remain at QAM32

The downstream DOCSIS 3.1 channel is running at QAM4096

Any ideas what might be the cause?

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

728

3.1 Downstream channels

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

159

Locked

41

2.4

38093001

0

An example of the DOCSIS 3.0 downstream, they are all similar to these

3.0 Downstream channels

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

1	411000000	4.3	39	QAM256	1
2	419000000	4.4	38.6	QAM256	2
3	427000000	4.4	38.6	QAM256	3
4	435000000	4.4	38.6	QAM256	4

[lotharmat]

Hmm - SOmething odd - I had a massive packet loss briefly at 1300 hrs yesterday and had 1 upstream channel at 32 QAM after!

Someone else's (BIG5AM - I think) BQM showed the exact same as mine!

[Paulina_Z]

Hi @k9sar,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're experiencing some ongoing issues.

Have you tried to reset your Hub to see if this will resolve this problem? 

I was able to locate your account and after looking into this, I cannot see any area issues that could be impacting your service. However, I can see that there are some severe issues with your upstream power levels. 

In order to have this rectified, we will need to have a technician appointment booked in for you.

I will send you a Private Message to confirm a few details before we can look into this issue further. Please keep an eye out for a purple envelope at the top right corner of your Forum page. 

I will be in touch soon.

Thanks! 🙂

[Paulina_Z]

Hi @k9sar,

Thank you for coming back to me via Private Message and confirming that this issue is now resolved, due to your technician appointment a few days ago.

I'm glad to hear that you're all sorted!

Please keep in touch and let us know if there's anything else we can do to help.

Thanks! 🙂