Outage followed by poor service in Bristol 5

[gentlegreen]

New hub 3 - supplied Nov. 2020

rebooted etc ...

Network Log
Time Priority Description
24/09/2021 09:07:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 09:07:45 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 09:06:16 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 09:06:16 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 09:04:45 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 09:04:42 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 09:01:9 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 09:01:9 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 09:00:1 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 09:00:1 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 08:55:33 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 08:55:32 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 08:54:4 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 08:54:1 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 08:52:37 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 08:52:37 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 08:48:39 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 08:48:39 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 08:47:2 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/09/2021 08:47:2 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 203000000 0.9 36 256 qam 9
2 139000000 0.9 26 256 qam 1
3 147000000 0.9 26 256 qam 2
4 155000000 1.2 34 256 qam 3
5 163000000 1.4 35 256 qam 4
6 171000000 1.5 34 256 qam 5
7 179000000 1.5 35 256 qam 6
8 187000000 0 33 256 qam 7
9 195000000 0.4 36 256 qam 8
10 211000000 1 37 256 qam 10
11 227000000 1.4 34 256 qam 12
12 235000000 2 38 256 qam 13
13 243000000 2 40 256 qam 14
14 251000000 1.4 38 256 qam 15
15 259000000 1.5 40 256 qam 16
16 267000000 2 40 256 qam 17
17 275000000 2 40 256 qam 18
18 283000000 1.7 38 256 qam 19
19 291000000 1.7 38 256 qam 20
20 299000000 1.9 38 256 qam 21
21 307000000 2.2 38 256 qam 22
22 315000000 2 38 256 qam 23
23 323000000 1.9 38 256 qam 24

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 36.6 304477 1052
2 Locked 26.1 995305015 974289342
3 Locked 26.7 1416245665 548438818
4 Locked 34.4 61962 191324
5 Locked 35.7 36538 393339
6 Locked 34.9 444810 1073
7 Locked 35 58055 146
8 Locked 33.8 36375394 397126
9 Locked 36.3 399539 238941
10 Locked 37.6 19136 5655
11 Locked 34.3 2927575 1308
12 Locked 38.6 6762 871
13 Locked 40.3 7688 277
14 Locked 38.9 7875 744
15 Locked 40.3 5252 874
16 Locked 40.9 1857 8
17 Locked 40.3 5938 8
18 Locked 38.6 2088 7
19 Locked 38.6 3224 37
20 Locked 38.9 2026 13
21 Locked 38.9 1418 11
22 Locked 38.6 1849 10
23 Locked 38.6 1695 2

Refresh data
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 53700000 50.8 5120 64 qam 2
2 39400000 50.8 5120 64 qam 4
3 46200020 50.5 5120 64 qam 3
4 32600000 50.8 5120 32 qam 5

Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 1 0
4 ATDMA 0 0 0 0

[jbrennand]

Thats dreadful.

Have you checked first for “known network faults”   As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

Can you try this and see what happens otherwise its going to need a Tech visit. I suspect that the low SNR's and PostRS errors are due to noise ingress somewhere - maybe a bad connection.
_____________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3 errors have all reset to 0. And that the SNR levels on channels 2&3 have imporoved >34.

Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

[Zak_M]

Good afternoon @gentlegreen. 

Welcome back to the forums and thank you for taking the time to post. 

I am sorry to hear that you have had some issues with your broadband services. 

I have managed to locate your account and have run some diagnostics, your are suffering from a power level issue, we are going to need to get an engineer out to you. 

I will pop you over a PM so that I can confirm your address. 

Kind regards,

Zak_M

[gentlegreen]

Thanks...

Last night's weather seems to have made things improve and the speed is back into the 10s ...

[Zoie_P]

Hi Gentlegreen, 

Thank you for getting back to us, as we have advised there are some issues with your power levels that require a tech. I have sent a message to get this confirmed for you, to prevent further issues. 

Zoie