Noise/terrible TBB graphs.

[Icantcrabhere]

Hi again, I'll have to split the post into various parts due to character limits.

So for a while my connection has been "Less than ideal". (My previous posts reflected this)

However the last week or more it has been worse than usual, ping spikes while having videos playing in the background (even just 1080p music videos)
In fact the spikes are worse than the TBB Graph shows.

Then early this morning(Just after 11AM) I had a full outage (Partial service in logs, which I will post further down), as well as QAM dropping.
Even prior to today, the T3 timeouts that would also occur happened in bursts on each upstream channel. - luckily not

Bit of info:

HP2 Area,
Super hub 3,
Modem mode(although this shouldn't matter, right?)

Graph from today (13th october):

https://www.thinkbroadband.com/broadband/monitoring/quality/share/942d91a395a26f3dd31266c72a6884cb61a6350d-13-10-2021

Live Graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/3f9a0c6eff35d57ae0f42e221bb1b8b92039be2d

The larger average latency spikes are from speed tests/people updating stuff on their phones.
I can provide graphs from further back if needed.

On to the logs:

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	699000000	Locked
Ranged Upstream Channel (Hz)	46200000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	699000000	4.5	40	256 qam	37
2	539000000	4.5	38	256 qam	17
3	547000000	4.9	40	256 qam	18
4	555000000	5	40	256 qam	19
5	563000000	4.5	38	256 qam	20
6	571000000	3.7	38	256 qam	21
7	579000000	3.2	38	256 qam	22
8	587000000	3.5	38	256 qam	23
9	595000000	4	38	256 qam	24
10	603000000	4.5	38	256 qam	25
11	611000000	4.4	40	256 qam	26
12	619000000	4	38	256 qam	27
13	627000000	3.7	38	256 qam	28
14	635000000	4	38	256 qam	29
15	643000000	4.3	38	256 qam	30
16	651000000	4.6	38	256 qam	31
17	659000000	4.4	38	256 qam	32
18	667000000	4.1	38	256 qam	33
19	675000000	4	38	256 qam	34
20	683000000	4	38	256 qam	35
21	691000000	4.5	38	256 qam	36
22	707000000	4.3	38	256 qam	38
23	715000000	3.7	38	256 qam	39
24	723000000	3.4	38	256 qam	40

I should also note: the power levels before the outage were in the 7 ~ 7.5 range. - unsure if this is of any relevance since they're still in range.
More so just wondering if it's part of the problem.

Downstream bonded channels

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

1	Locked	40.3	20789	1490
2	Locked	38.9	12227	1519
3	Locked	40.3	13374	1571
4	Locked	40.3	13192	1642
5	Locked	38.9	14011	1637
6	Locked	38.9	16810	1531
7	Locked	38.9	20184	2512
8	Locked	38.6	21187	2611
9	Locked	38.6	20780	1768
10	Locked	38.9	20562	1933
11	Locked	40.3	19913	2445
12	Locked	38.9	21657	3878
13	Locked	38.6	23632	3311
14	Locked	38.6	24594	1900
15	Locked	38.6	23876	2238
16	Locked	38.9	22765	2252
17	Locked	38.6	22882	1623
18	Locked	38.9	23041	4006
19	Locked	38.9	22662	3496
20	Locked	38.6	23448	2519
21	Locked	38.9	22031	2614
22	Locked	38.6	20555	2865
23	Locked	38.6	21454	2039
24	Locked	38.9	20845	3970

These post RS haven't raised any higher since the outage happened earlier today.

Upstream bonded channels

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

1	46200000	39	5120	64 qam	1
2	39400000	38.8	5120	64 qam	2
3	32600000	38.5	5120	16 qam	3
4	25800088	37.8	5120	64 qam	4

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	6	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[David_Bn]

Good Evening @Icantcrabhere, can you please advise me how the service has been performing since your last posted?

I've looked into the local area, and there doesn't appear to be any outages showing. Have you been able to create a broadband quality monitor to keep tabs on the connection? 

Kindest regards,

David_Bn

[Icantcrabhere]

Hi David!

You're correct in saying that there's no outages.
I do have a BQM, I've left a live link in my OP, it's pretty normal, a tad more busy/utilised than I'd like, but that's a whole different beast! 🙂

However the case at hand is more so the channels dropping from 64QAM.

However: in the previous reply from your colleague, Hayley - She's going to be chasing this up again with the AFM/relevant person(s), since I've been awaiting response of some kind for around 3 or so weeks(ish) now.

hopefully we should get a reply from the AFM/Teams involved soon enough, fingers crossed!

[Travis_M]

Hi @Icantcrabhere

Thanks for the reply

Have you heard anything as of yet?

Regards

[Icantcrabhere]

Hi Travis,

Your colleague Hayley said on Wednesday that she'd be chasing it up.
However I am yet to hear anything.

[Gareth_L]

Hello Icantcrabhere

I have checked and cannot find an update 

The last Technician we sent out was quite a while ago 

So I would suggest we got another out if the issue is still ongoing 

Let me know if you would like me to arrange that 

Gareth_L

[Icantcrabhere]

Usually I'm not one to complain and I'm very laid back, however this is now pushing the limits a little in lack of customer care.

I'm actually astounded,
I've waited for a LONG time, through no fault of my own.

Yes the issue is still on going, the previous technician found NO issues within my home.
Meaning it's somewhere else - this has been months upon months, I've been thrown around from person to person with no actual help.
Channels dipping out of spec

Why hasn't this been properly chased up with AFM/Field team?
Why am I having MULTIPLE forum staff reply to me when the problem at hand is the lack of reply from the correct team/person - which was meant to be chased up and investigated MONTHS AGO?

I feel like NOTHING was ever actually chased up and I've been lead around in circles.

are there any higher ups on the forums who can contact me, please?



I don't want generic responses, I want a little care.
I'm not happy, I don't want to have a basic technician just to say "It's not in your premises" or "Oh we can try changing the hub!" - because let us be truly real with each other here, that is not the fixing point of this issue, is it?

I want something/someone higher up, some actual decency and customer care(as a company),
I've shown you patience and willingness to wait. can you please provide something better?

[legacy1]

You need a repull

[Icantcrabhere]

Hi Legacy1,
Thank you for the input!
It honestly sounds about right at this point.

My RS counts aren't shooting through the roof, the T3's aren't accumulating turbo fast like usual noise issues - however a few more than a "Normal and healthy" connection.
but the channels are constantly dipping.

Honestly would love any form of progress at this point, but so far it has been less than... shall we say "Ideal"?
Keeping my fingers crossed, however.

[Icantcrabhere]

Seems like I spoke too soon on T3's not accumulating, hah.

Upstream bonded channels

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

1	46200000	44.7	5120	16 qam	1
2	39400000	44.3	5120	32 qam	2
3	25800000	43.5	5120	16 qam	4
4	32600000	43.8	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	26	0
4	ATDMA	0	0	6	0

2:50PM today the count was 5, 4, 19, 6.
Channel 3 had 6 T3's last night.
Now it's going up.

Some were historical, however some really aren't as you can see.
Well this is a tad unfortunate.

Please someone flag this for the mods  ; ;

EDIT: 5:36PM: channel 3 now at 31 T3's
EDIT 2: 5:40PM channel 3 now at 37 T3's

[Icantcrabhere]

uh..
it seems I've dropped a channel, the 25800229 frequency one to be precise.
That was the one with high T3 accumulation. (45 T3's on it at 2:05AM this morning)

checked at just before 1:30PM this afternoon and.. well, it's just.. gone?

Upstream bonded channels

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

1	46200073	44.5	5120	16 qam	1
2	39400000	44	5120	32 qam	2
3	32600000	43.8	5120	64 qam	3

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	5	0
2	ATDMA	0	0	5	0
3	ATDMA	0	0	6	0