Lag and poor connection for past few weeks

[Ctenn]

After a whole load of problems last summer that took months to sort, problems are now back.

1Gig Superhub 5

Packet loss, lag, disconnetions

DL power seems way out, the engineer configured it so it would normally stay around 0-4 on all channels until the problems started occurring recently.

 

           

1	306000000	-13.8	36	QAM 256	22
2	138000000	-15	35	QAM 256	1
3	146000000	-14.7	35	QAM 256	2
4	154000000	-15	35	QAM 256	3
5	162000000	-14.9	35	QAM 256	4
6	170000000	-14.8	35	QAM 256	5
7	178000000	-14.5	36	QAM 256	6
8	186000000	-14.6	36	QAM 256	7
9	194000000	-14.4	36	QAM 256	8
10	202000000	-14.3	36	QAM 256	9
11	210000000	-14.2	36	QAM 256	10
12	218000000	-14.1	35	QAM 256	11
13	226000000	-14.2	36	QAM 256	12
14	234000000	-14.4	36	QAM 256	13
15	242000000	-14.4	36	QAM 256	14
16	250000000	-14.4	36	QAM 256	15
17	258000000	-14.4	36	QAM 256	16
18	266000000	-14.2	36	QAM 256	17
19	274000000	-14.3	36	QAM 256	18
20	282000000	-14	36	QAM 256	19
21	290000000	-13.8	36	QAM 256	20
22	298000000	-13.7	36	QAM 256	21
23	314000000	-13.6	36	QAM 256	23
24	322000000	-13.6	36	QAM 256	24
25	330000000	-13.6	36	QAM 256	25
26	338000000	-13.4	36	QAM 256	26
27	346000000	-13.5	36	QAM 256	27
28	354000000	-13.6	36	QAM 256	28
29	362000000	-13.6	36	QAM 256	29
30	370000000	-14	36	QAM 256	30
31	378000000	-14.2	36	QAM 256	31
32	386000000	-13.9	36	QAM 256	32

         

1		36	3900	458
2		35	1976	47
3		35	24387	7379
4		35	24922	8723
5		35	24070	7383
6		35	15097	3337
7		36	7002	1225
8		36	2107	261
9		36	1343	48
10		36	1270	48
11		36	1235	48
12		35	1228	48
13		36	1242	47
14		36	1230	48
15		36	1176	49
16		36	1149	40
17		36	1125	40
18		36	1704	257
19		36	1667	257
20		36	922	40
21		36	876	41
22		36	857	31
23		36	735	22
24		36	725	15
25		36	717	0
26		36	693	0
27		36	629	0
28		36	628	0
29		36	1851	359
30		36	1296	269
31		36	1760	521
32		36	1163	241

           

159

92

4K

1800

QAM 4096

1128

           

159

38

-12.8

62797952

2422

[Gareth_L]

Hello Ctenn.

Thanks for your post.

Sorry to hear the about your recent service issues with the broadband lagging and disconnecting.

We have checked the hub and signals from here and can see you have rebooted the hub 2 days ago. Was this after your post or before?

The reason we ask is because we are not able to see any issues with the up and downstream.

if it's still happening can you please let us know.

Gareth_L

[Ctenn]

These were taking just after the latest reboot (factory reset actually), since these problems having to reset it every few days and factory reset twice in about a month.

From what i can tell all the DS will be around +0-4 like how its been for ages and then suddenly will all drop to -13-17 and then will get lots of uncorrected errors and problems on the upstream also.

3.0 Upstream channels

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

0	49600000	48.5	5120	QAM 64	1
1	43100000	47.5	5120	QAM 64	2
2	36600000	46.5	5120	QAM 64	3
3	30100000	46.5	5120	QAM 64	4
4	23600000	46	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	48	2
1	ATDMA	0	0	73	3
2	ATDMA	0	0	71	3
3	ATDMA	0	0	63	4
4	ATDMA	0	0	41	3

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

41.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

74000000

15

0

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

44

1.2

567232002

72958

[David_Bn]

Thanks for coming back to us @Ctenn.

I've been able to run a flow on your router this morning and no issues have been flagged on our side.

How has the service performed since your most recent post?

Do you have a broadband quality monitor currently running on the connection at all?

Thanks,

David_Bn

[jpeg1]

The downstream signal levels are extremely low, way out of spec. It's surprising you have any service at all. And that VM didn't pick this up. 

Check that none of the coax connections is loose. 

Post the downstream data again. If the levels are still the same you need a technician visit to correct your connection. 

[Ctenn]

Levels are currently ok for now - the issue is they will just drop to the floor with no warning, which has been the problem for a good month or so.

Everything is connected securely.

3.0 Downstream channels

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

1	306000000	2	43	QAM 256	22
2	138000000	3	44	QAM 256	1
3	146000000	3.1	44	QAM 256	2
4	154000000	2.7	44	QAM 256	3
5	162000000	2.7	44	QAM 256	4
6	170000000	2.8	44	QAM 256	5
7	178000000	3	44	QAM 256	6
8	186000000	2.9	44	QAM 256	7
9	194000000	3.1	44	QAM 256	8
10	202000000	3.1	44	QAM 256	9
11	210000000	3.2	44	QAM 256	10
12	218000000	3.1	44	QAM 256	11
13	226000000	2.9	44	QAM 256	12
14	234000000	2.6	43	QAM 256	13
15	242000000	2.5	43	QAM 256	14
16	250000000	2.4	43	QAM 256	15
17	258000000	2.2	44	QAM 256	16
18	266000000	2.2	43	QAM 256	17
19	274000000	2.1	43	QAM 256	18
20	282000000	2.1	43	QAM 256	19
21	290000000	2.3	43	QAM 256	20
22	298000000	2.2	43	QAM 256	21
23	314000000	2	43	QAM 256	23
24	322000000	1.9	43	QAM 256	24
25	330000000	1.7	43	QAM 256	25
26	338000000	1.8	43	QAM 256	26
27	346000000	1.6	43	QAM 256	27
28	354000000	1.4	43	QAM 256	28
29	362000000	1.3	43	QAM 256	29
30	370000000	0.8	42	QAM 256	30
31	378000000	0.7	42	QAM 256	31
32	386000000	0.8	42	QAM 256	32

3.0 Downstream channels

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

1	Locked	43	166075	19631
2	Locked	44	2792536	204297
3	Locked	44	4084195	422415
4	Locked	44	4616485	461551
5	Locked	44	3214929	391520
6	Locked	44	2543801	334145
7	Locked	44	1704123	214449
8	Locked	44	1330948	164103
9	Locked	44	1024015	136761
10	Locked	44	1194285	147593
11	Locked	44	521882	62049
12	Locked	44	201399	9121
13	Locked	44	475390	56954
14	Locked	43	482111	64061
15	Locked	43	431208	54865
16	Locked	43	418033	53626
17	Locked	44	419558	55909
18	Locked	43	621501	75246
19	Locked	43	584063	71152
20	Locked	43	533409	63716
21	Locked	43	488029	54350
22	Locked	43	475368	55460
23	Locked	43	180291	15911
24	Locked	43	102807	8082
25	Locked	43	97053	7954
26	Locked	43	416660	98264
27	Locked	43	148395	15514
28	Locked	43	221064	24696
29	Locked	43	218390	25248
30	Locked	42	85469	6671
31	Locked	42	79271	5943
32	Locked	42	78593	6635

3.1 Downstream channels

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

159

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

44

1.1

1234186233

72958

[jpeg1]

The levels are fine now, but there are huge numbers of uncorrected signal errors which are often caused by low signal levels. 

It would be worth doing another hub reset and monitoring to see if those errors return. 

[Gareth_L]

Hello Ctenn.

Thanks for replying.

To be honest it's a tricky one to investigate with the service looking fine right now.

The tools we use here to check hubs, signal levels and so on, Can show no issues at all but then you the customer physically experiences the fault.

We could look at sending an engineer out to check connections inside and outside and the local cabinet if you like?

To do that we would need to pass security, If you can let us know if you wish to proceed with this? that would be great.

Gareth_L

[Ctenn]

Was ok for most of last week but now today 27th April the connection is terrible again.

Corresponding with a drop to -15 dBmV on the DS and tens of thousands of uncorrectable errors.

Please send a engineer to investigate.

[Ctenn]

3.0 Downstream channels

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

1	306000000	1.8	43	QAM 256	22
2	138000000	2.7	43	QAM 256	1
3	146000000	2.8	44	QAM 256	2
4	154000000	2.6	44	QAM 256	3
5	162000000	2.4	44	QAM 256	4
6	170000000	2.6	44	QAM 256	5
7	178000000	2.8	44	QAM 256	6
8	186000000	2.7	44	QAM 256	7
9	194000000	2.8	44	QAM 256	8
10	202000000	2.9	44	QAM 256	9
11	210000000	2.9	44	QAM 256	10
12	218000000	2.9	44	QAM 256	11
13	226000000	2.7	44	QAM 256	12
14	234000000	2.5	43	QAM 256	13
15	242000000	2.3	43	QAM 256	14
16	250000000	2.2	43	QAM 256	15
17	258000000	2.2	43	QAM 256	16
18	266000000	2.1	43	QAM 256	17
19	274000000	2	43	QAM 256	18
20	282000000	2	43	QAM 256	19
21	290000000	2.2	43	QAM 256	20
22	298000000	2.1	43	QAM 256	21
23	314000000	1.9	43	QAM 256	23
24	322000000	1.8	43	QAM 256	24
25	330000000	1.6	43	QAM 256	25
26	338000000	1.7	43	QAM 256	26
27	346000000	1.5	43	QAM 256	27
28	354000000	1.3	0	QAM 256	28
29	362000000	2.1	41	QAM 256	29
30	370000000	0.9	41	QAM 256	30
31	378000000	0.5	41	QAM 256	31
32	386000000	0.4	41	QAM 256	32

3.0 Downstream channels

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

1	Locked	43	1553274	25367
2	Locked	43	7081852	10375
3	Locked	44	10371412	326685
4	Locked	44	10797436	309215
5	Locked	44	9503342	261290
6	Locked	44	8030932	172644
7	Locked	44	7053778	127684
8	Locked	44	5683138	50958
9	Locked	44	5179195	60486
10	Locked	44	4635254	48350
11	Locked	44	4278934	49946
12	Locked	44	4086201	49397
13	Locked	44	3809947	15362
14	Locked	43	3509311	13933
15	Locked	43	3441270	13581
16	Locked	43	3233808	13390
17	Locked	43	2997094	13292
18	Locked	43	2824178	12031
19	Locked	43	2671609	12322
20	Locked	43	2387963	11615
21	Locked	43	2180838	11352
22	Locked	43	2053326	10872
23	Locked	43	1820746	12396
24	Locked	43	1685464	13293
25	Locked	43	1627506	11235
26	Locked	43	1590563	26089
27	Locked	43	1470747	10243
28	Locked	0	1476631	10825
29	Locked	41	1510711	11116
30	Locked	41	1587594	11779
31	Locked	41	1518936	11261
32	Locked	41	1309120	13087

3.1 Downstream channels

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

159

92

4K

1800

QAM 4096

1128

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

44

0.9

365228713

2063718

3.0 Upstream channels

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

0	49600000	48.5	5120	QAM 64	1
1	43100000	47.8	5120	QAM 64	2
2	36600000	47	5120	QAM 64	3
3	30100000	46.8	5120	QAM 64	4
4	23600000	46.5	5120	QAM 64	5

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	59	1	0
1	ATDMA	0	59	15	1
2	ATDMA	0	59	0	0
3	ATDMA	0	59	16	1
4	ATDMA	0	59	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

6

10

41.5

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

74000000

0

0