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Re: Broadband issues, high ping and dropouts.
Thanks for your reply, I have had an engineer out today that has replaced the cabling between my omnibox and the router, this resulting in no change to the service. Beyond changing the drop cable from the cabinet, everything has been changed. I have been without working broadband since the 27th of July. Can this be escalated as I am close to cancelling due to being unable to fix a fault after 5 engineer visits. Cheers,Re: Broadband issues, high ping and dropouts.
Hi, Making no changes, other than putting the Modem back into router mode, I get the following from the network service tab, note it took over 100 refreshes for any channels to be shown within these tabs. Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 331000000 1.5 40 QAM 256 25 2 139000000 4.2 41 QAM 256 1 3 147000000 4 41 QAM 256 2 4 155000000 3.8 41 QAM 256 3 5 163000000 3.8 41 QAM 256 4 6 171000000 3.6 40 QAM 256 5 7 179000000 3.5 40 QAM 256 6 8 187000000 3.5 40 QAM 256 7 9 195000000 3.8 40 QAM 256 8 10 203000000 3.4 40 QAM 256 9 11 211000000 3.3 40 QAM 256 10 12 219000000 3 40 QAM 256 11 13 227000000 2.6 40 QAM 256 12 14 235000000 2.3 40 QAM 256 13 15 251000000 1.8 40 QAM 256 15 16 259000000 1.9 40 QAM 256 16 17 267000000 2.2 40 QAM 256 17 18 275000000 2.2 40 QAM 256 18 19 283000000 2.2 40 QAM 256 19 20 291000000 2.2 40 QAM 256 20 21 299000000 1.9 40 QAM 256 21 22 307000000 1.7 40 QAM 256 22 23 315000000 1.6 40 QAM 256 23 24 323000000 1.6 40 QAM 256 24 25 339000000 1.2 40 QAM 256 26 26 347000000 0.9 40 QAM 256 27 27 355000000 0.5 39 QAM 256 28 28 363000000 0.3 39 QAM 256 29 29 371000000 0 39 QAM 256 30 30 379000000 0.1 39 QAM 256 31 31 387000000 0.2 39 QAM 256 32 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 40 1 0 2 Locked 41 0 0 3 Locked 41 0 0 4 Locked 41 0 0 5 Locked 41 0 0 6 Locked 40 0 0 7 Locked 40 0 0 8 Locked 40 0 0 9 Locked 40 0 0 10 Locked 40 0 0 11 Locked 40 0 0 12 Locked 40 0 0 13 Locked 40 0 0 14 Locked 40 0 0 15 Locked 40 0 0 16 Locked 40 0 0 17 Locked 40 0 0 18 Locked 40 0 0 19 Locked 40 0 0 20 Locked 40 0 0 21 Locked 40 1 0 22 Locked 40 1 0 23 Locked 40 0 0 24 Locked 40 0 0 25 Locked 40 1 0 26 Locked 40 1 0 27 Locked 39 0 0 28 Locked 39 3 0 29 Locked 39 1 0 30 Locked 39 2 0 31 Locked 39 2 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 33 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) 33 Locked 39 -1.2 159291294 0 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 0 49600000 44.8 5120 QAM 64 1 1 43100000 44.3 5120 QAM 64 2 2 36600000 44 5120 QAM 64 3 3 30100000 43.5 5120 QAM 64 4 4 23600000 43.3 5120 QAM 64 5 3.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0 ATDMA 0 0 0 0 1 ATDMA 0 0 2 0 2 ATDMA 0 0 0 0 3 ATDMA 0 0 0 0 4 ATDMA 0 0 0 0 3.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation 11 10.4 40.0 2K QAM 256 3.1 Upstream channels Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 11 OFDMA 208 74000000 0 0 Time Priority Description 14-08-2025 00:27:04 notice GUI Login Status - Login Success from LAN interface 13-08-2025 21:35:30 notice Honoring MDD; IP provisioning mode = IPv4 13-08-2025 21:35:16 critical Cable Modem Reboot because of - Peer_down 13-08-2025 20:52:54 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC= xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; 13-08-2025 18:44:40 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 13-08-2025 18:31:23 critical Cable Modem Reboot because of - pin-reset BQM:https://www.thinkbroadband.com/broadband/monitoring/quality/share/897aab2d39db0be079c58ad3c7b319641747330bRe: Broadband issues, high ping and dropouts.
Hi, Making no changes, other than putting the Modem back into router mode, I get the following from the network service tab, note it took over 100 refreshes for any channels to be shown within these tabs. Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 331000000 1.5 40 QAM 256 25 2 139000000 4.2 41 QAM 256 1 3 147000000 4 41 QAM 256 2 4 155000000 3.8 41 QAM 256 3 5 163000000 3.8 41 QAM 256 4 6 171000000 3.6 40 QAM 256 5 7 179000000 3.5 40 QAM 256 6 8 187000000 3.5 40 QAM 256 7 9 195000000 3.8 40 QAM 256 8 10 203000000 3.4 40 QAM 256 9 11 211000000 3.3 40 QAM 256 10 12 219000000 3 40 QAM 256 11 13 227000000 2.6 40 QAM 256 12 14 235000000 2.3 40 QAM 256 13 15 251000000 1.8 40 QAM 256 15 16 259000000 1.9 40 QAM 256 16 17 267000000 2.2 40 QAM 256 17 18 275000000 2.2 40 QAM 256 18 19 283000000 2.2 40 QAM 256 19 20 291000000 2.2 40 QAM 256 20 21 299000000 1.9 40 QAM 256 21 22 307000000 1.7 40 QAM 256 22 23 315000000 1.6 40 QAM 256 23 24 323000000 1.6 40 QAM 256 24 25 339000000 1.2 40 QAM 256 26 26 347000000 0.9 40 QAM 256 27 27 355000000 0.5 39 QAM 256 28 28 363000000 0.3 39 QAM 256 29 29 371000000 0 39 QAM 256 30 30 379000000 0.1 39 QAM 256 31 31 387000000 0.2 39 QAM 256 32 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 40 1 0 2 Locked 41 0 0 3 Locked 41 0 0 4 Locked 41 0 0 5 Locked 41 0 0 6 Locked 40 0 0 7 Locked 40 0 0 8 Locked 40 0 0 9 Locked 40 0 0 10 Locked 40 0 0 11 Locked 40 0 0 12 Locked 40 0 0 13 Locked 40 0 0 14 Locked 40 0 0 15 Locked 40 0 0 16 Locked 40 0 0 17 Locked 40 0 0 18 Locked 40 0 0 19 Locked 40 0 0 20 Locked 40 0 0 21 Locked 40 1 0 22 Locked 40 1 0 23 Locked 40 0 0 24 Locked 40 0 0 25 Locked 40 1 0 26 Locked 40 1 0 27 Locked 39 0 0 28 Locked 39 3 0 29 Locked 39 1 0 30 Locked 39 2 0 31 Locked 39 2 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 33 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) 33 Locked 39 -1.2 159291294 0 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 0 49600000 44.8 5120 QAM 64 1 1 43100000 44.3 5120 QAM 64 2 2 36600000 44 5120 QAM 64 3 3 30100000 43.5 5120 QAM 64 4 4 23600000 43.3 5120 QAM 64 5 3.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0 ATDMA 0 0 0 0 1 ATDMA 0 0 2 0 2 ATDMA 0 0 0 0 3 ATDMA 0 0 0 0 4 ATDMA 0 0 0 0 3.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation 11 10.4 40.0 2K QAM 256 3.1 Upstream channels Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 11 OFDMA 208 74000000 0 0 Time Priority Description 14-08-2025 00:27:04 notice GUI Login Status - Login Success from LAN interface 13-08-2025 21:35:30 notice Honoring MDD; IP provisioning mode = IPv4 13-08-2025 21:35:16 critical Cable Modem Reboot because of - Peer_down 13-08-2025 20:52:54 critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC= xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; 13-08-2025 18:44:40 critical No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 13-08-2025 18:31:23 critical Cable Modem Reboot because of - pin-reset My BQM link is: https://www.thinkbroadband.com/broadband/monitoring/quality/share/897aab2d39db0be079c58ad3c7b319641747330b This is showing a significant number of dropouts. Apologies for the formatting, I tried to copy the tables in but got an error. Cheers,Broadband issues, high ping and dropouts.
Hi all, Over the past 2 weeks my connection has been plagued with connection dropouts and high ping/packet loss. I have had 2 VM engineers and 1 engineer from Avonline networks, each with different explanations for my issues. The first engineer said that the coax feeding my property had high noise, tilt and loss. And said that it needed replacing. Booking engineer no 2. The second engineer avonline networks, stated that the cable was fine and there was no issue. They reterminated at my property DP and said to check for any further issue before leaving. Once the issues persisted, I contacted and got another engineer to arrive next day (after being uncharged to homeworks without my knowledge). The engineer stated that the levels on my cable were too high, and replaced my hub with a hub 5, replaced the splitter within my DP and left. I am now still experiencing issues with my connection, albeit at less of a frequency. I have constant issues checking the status in my hub as when I check the network status page, it says not available in the channels pages and "Internet access not allowed" when clearly I am able to in some cases. Can anyone advise as to why my service has degraded and what I need to do to rectify this. Is there any knowledge as to why my hub does not display any network status information. Cheers,
