MILLIONS - of post RS errors and dropouts - engineer booked in - any pointers?

[skylineboy2002]

i posted a couple of days ago when having an area outage - it was fixed (according to all service pages and phone number automated thing).

however ive checked the hub in modem mode and the stats look crazy. eg
(now i know a bit about networking but not sure what ranges are healthy but id say these are mental - and am i right in thinking lowest is best - some channels have millions / 100s of thousands.

Acquired Downstream Channel (Hz)	139000000	Locked
Ranged Upstream Channel (Hz)	36600025	Locked
Provisioning State	Online

downstream

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

1	139000000	3	38	256 qam	1
2	147000000	3	38	256 qam	2
3	155000000	2.7	38	256 qam	3
4	163000000	2.7	38	256 qam	4
5	171000000	2.7	38	256 qam	5
6	179000000	2.9	38	256 qam	6
7	187000000	2.5	38	256 qam	7
8	195000000	2.4	38	256 qam	8
9	203000000	2.4	38	256 qam	9
10	307000000	2.7	38	256 qam	22
11	315000000	2.7	38	256 qam	23
12	323000000	2.7	38	256 qam	24
13	331000000	2.7	38	256 qam	25
14	339000000	2.7	38	256 qam	26
15	347000000	2.4	38	256 qam	27
16	355000000	1.9	38	256 qam	28
17	363000000	2	38	256 qam	29
18	371000000	2	38	256 qam	30
19	379000000	1.4	38	256 qam	31
20	387000000	1.5	38	256 qam	32
21	395000000	1.2	38	256 qam	33
22	403000000	1.2	38	256 qam	34
23	411000000	1.7	38	256 qam	35
24	419000000	1.9	38	256 qam	36

Downstream bonded channels

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

1	Locked	38.6	2637652	8623675
2	Locked	38.9	22934241	6853426
3	Locked	38.9	6593331	51477
4	Locked	38.9	250472	15667
5	Locked	38.9	168926	31332
6	Locked	38.9	114634	29050
7	Locked	38.6	138131	23774
8	Locked	38.6	172060	8740
9	Locked	38.9	132791	2129
10	Locked	38.9	20	0
11	Locked	38.6	33	0
12	Locked	38.9	15	0
13	Locked	38.9	6	0
14	Locked	38.9	4	0
15	Locked	38.6	5	0
16	Locked	38.9	15	0
17	Locked	38.9	12	0
18	Locked	38.6	8	0
19	Locked	38.9	12	0
20	Locked	38.9	10	0
21	Locked	38.9	12	0
22	Locked	38.9	9	0
23	Locked	38.6	11	0
24	Locked	38.6	6	0

UP

Upstream bonded channels

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

1	36600025	45	5120	32 qam	3
2	23600282	44.5	5120	32 qam	5
3	49600000	46.5	5120	64 qam	1
4	30100166	45.8	5120	64 qam	4
5	43100005	45.3	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

engineer is booked in tomorrow - 12-4

is there anything i can suggest to them - because ive read some posts and a lot say they just swap out hub and /or blame it on my side of stuff (im in modem mode, with a tested on other networks router, that i know is solid).

thanks

[legacy1]

what does a BQM show?

Broadband Quality Monitor | thinkbroadband

[Adduxi]

Far too many PostRS errors and two of the US channels are running 32 QAM.  This would suggest noise ingress somewhere in the circuit.  You will need a VM technician to sort this out.

Also VM will insist the Hub be placed in Router mode before they will do any investigations as they say they can't do diagnostics when the Hub is in Modem mode, apparently.

[skylineboy2002]

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/a563d36cefe58a4c3630de928052bf3310478310-21-08-2024"><img alt="My Broadband Ping - aug 24 - 2nd" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/a563d36cefe58a4c3630de928052bf3310478310-21-08-2024.png" /></a>

[skylineboy2002]

[url=https://www.thinkbroadband.com/broadband/monitoring/quality/share/a563d36cefe58a4c3630de928052bf3310478310-21-08-2024][img]https://www.thinkbroadband.com/broadband/monitoring/quality/share/thumb/a563d36cefe58a4c3630de928052bf3310478310-21-08-2024.png[/img][/url]

[David_Bn]

Thanks for reaching out to us @skylineboy2002 and we're sorry to hear of the intermittent service you've been experiencing, with drops in the connection evident on the BQM links.

I understand that this issue has been diagnosed and we're in the process of attempting to resolve this matter for you.

Do please keep us updated and we'll be on hand to assist where needed. 

Thanks,

David_Bn

[skylineboy2002]

i have been told i need a "cable pull" and this is obviously more of a ground crew issue and not engineer.
engineer said approx 7-14 days.

but will someone be in touch when it will happen? or will they just do it (as its an outside issue, eg road / cabinet to my outside walls)?

if possible i'd like to know when it may happen so i can be there, and can see if it fixes issue.

[Adduxi]

A cable repull (if the old co-ax) will not need you in as it's from the street cab to the exterior wall box on your property.  A technician should be sent afterwards to sort out any power level issues etc. The tech will need access to your property at that time.

[Matthew_ML]

Hey skylineboy2002,  thank you for reaching out and I am sorry you are waiting on a pre pull.

Normally you get a SMS or a call from the team with a timing and date.

Have you heard or got anything from us at all?