Menu
Reply
Guybrush85
  • 573
  • 9
  • 160
Rising star
412 Views
Message 1 of 22
Flag for a moderator

Upstream Issue

Hi all,

Long time since I've come onto the forums, however I'm not getting this issue where I believe it needs to be from the support team on the phone.

Issue:

Around 10:20 yesterday, myself and many others in Leeds lost connectivity. This was 'resolved' around 30 minutes later... however, since then I've gone from 4 bonded upstream channels, to 1. Obviously this then impacts me in a couple of ways - firstly I can't make headline speed (getting 10-20Mbit, not 36ish).

Secondly and more importantly, this impacts latency on the network and as you can see it looks like just before the connection drops, something is changed and since that point, it's a sea of spikes

b99f76f41373db2be4283fc4a35d57a0b4a505e4-15-06-2021

 

 

 

 

Can someone look at this without insisting I go into router mode/pin hole reset the modem?

 

--------------------------------------------------------
Look behind you, a three-headed monkey
0 Kudos
Reply
lotharmat
  • 2.54K
  • 189
  • 462
Trouble shooter
404 Views
Message 2 of 22
Flag for a moderator

Re: Upstream Issue

Is there still an ongoing issue?

The most useful and up to date info comes from the 0800 561 0061 number. Try that to see if there are any faults that the web service hasn't picked up!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply
Guybrush85
  • 573
  • 9
  • 160
Rising star
398 Views
Message 3 of 22
Flag for a moderator

Re: Upstream Issue

Yep, still on-going I'm afraid. Have called the number just to check, but they did check when I called an no area issues showing up.

Guybrush85_0-1623840543584.png

Upstream bonded channels

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

15370001245.8512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
--------------------------------------------------------
Look behind you, a three-headed monkey
0 Kudos
Reply
lotharmat
  • 2.54K
  • 189
  • 462
Trouble shooter
379 Views
Message 4 of 22
Flag for a moderator

Re: Upstream Issue

Crikey!

Only one u/s channel!

That'll be the problem!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply
Guybrush85
  • 573
  • 9
  • 160
Rising star
373 Views
Message 5 of 22
Flag for a moderator

Re: Upstream Issue

Indeed - dropping from 4 to 1 is slightly noticeable! 😛

I did get excited when I seen 2 bonded in the config for about 5 minutes, which was short lived. My main gripe is there's clearly some knock on effect on whatever happened yesterday around 10, but because I'm in modem mode they can't run some tests (even though I can tell them exactly what is shown within the config) and secondly they are pushing to do resets of the modem... to what end? 

I had to go through a number of questions about how WiFi could be the issue... what WiFi is causing me to be down 3 US channels? 🤠

Really I need 2nd line+ to look at this and from past experience, the forum is the best method for this.

--------------------------------------------------------
Look behind you, a three-headed monkey
0 Kudos
Reply
Robert_P
  • 2.95K
  • 150
  • 269
Forum Team
Forum Team
300 Views
Message 6 of 22
Flag for a moderator

Re: Upstream Issue

Hello Guybrush85

 

Thanks for taking the time to raise the issues via the forums, from what you have described and after looking at the connection this will require a technician to come out.

 

I will send you a Private message to get some more details from you to arrange this visit.

 

Looking forward to your reply.

 

Rob

0 Kudos
Reply
Guybrush85
  • 573
  • 9
  • 160
Rising star
296 Views
Message 7 of 22
Flag for a moderator

Re: Upstream Issue

Thanks for picking this up Rob. Replied with details needed.

--------------------------------------------------------
Look behind you, a three-headed monkey
0 Kudos
Reply
Robert_P
  • 2.95K
  • 150
  • 269
Forum Team
Forum Team
286 Views
Message 8 of 22
Flag for a moderator

Re: Upstream Issue

Excellent, I will leave the appointment as is but please do let me know how the visit goes 🙂

 

I loved that game too, always remember the maze in the middle of the island and I think some digging was involved at one point???

 

Rob

0 Kudos
Reply
Guybrush85
  • 573
  • 9
  • 160
Rising star
208 Views
Message 9 of 22
Flag for a moderator

Re: Upstream Issue

Hi Rob,

Just to provide you with an update. Engineer has been out and replaced everything he could (removed unrequired splitters, replaced the internal box and cable and lastly replaced the router), but only 1 upstream channel is still showing.

He spoke to broadband support, they have said they were unable to see any issues and at the CMTS were showing 4 bonded channels so put it down to an error with the hub misreporting. Now while their system may be saying that, that cannot be the case:

  • Why did it work fine and show 4 U/S channels before and only stopped showing this coincidentally after an area outage at the CMTS level?
  • Why is my latency worse than it was prior to the outage?
  • Why can I at best get just less than 20Mbps on upload (averaging between less than 10 and 20 depending on time of day)?

All evidence points to the fact that I'm still on 1 U/S channel, so the engineer has left my case as not fixed for this to be investigated further. I am left a little worried that as all health checks appear to be looking ok that someone will end up closing this, when there's clearly something still not right.

As for Monkey Island, if you want to relive some of the nostalgia, Ron Gilbert the creator brought a new game in 2017 called Thimbleweed Park. It's pretty good, but not on par with the story for any of the MI games.

Thanks

--------------------------------------------------------
Look behind you, a three-headed monkey
0 Kudos
Reply
lotharmat
  • 2.54K
  • 189
  • 462
Trouble shooter
193 Views
Message 10 of 22
Flag for a moderator

Re: Upstream Issue

Post up the stats again!

If you are only on one U/S Channel then the problem still exists!

Did the engineer check the levels at the drop outside?

My issue was the cable from the drop to the socket in the house! - Replaced that and all is now tickety-boo!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply