Connection dropping
 

Been having problems with my internet for close to a week and wanted to post to get some advice for when the engineer visits tomorrow as I had a terrible experience on Thursday.

Tuesday night was the start of the issue when my connection went down completely. This was the network log with the connection down.

https://www.cableforum.co.uk/images/...2017/12/19.png

Had an engineer come out on Thursday and his first diagnosis was the coax cable which took him about an hour to replace, no luck. It was around about this time he was speaking about his other jobs for the night and how long he'd have to drive for, I could see he was trying to get away but I insisted he try and fix the issue he came to fix.

His next diagnosis was a faulty Hub, which he replaced and said we'd have to wait 2 hours for it to establish a connection :rolleyes:.I called support after he left and was told he wasn't supposed to leave without fixing the job and we'd have another engineer visit but that could only be arranged for Monday.

Surprisingly during the early hours of this morning the connection went back up, however, it's not been stable. It's dropped 3 or 4 times and each time takes a good while to go back up. Network log has slightly different errors.

https://www.cableforum.co.uk/images/...2017/12/20.png

My guess is there isn't a fault within the house but I've really got no idea. My worry is if this isn't fixed on Monday we'll be without internet over the Christmas period when people will be over.

Appreciate any replies and help:)

Re: Connection dropping
 

What are your upstream and downstream levels?

Re: Connection dropping
 

Right now with the internet working it looks like this;
https://www.cableforum.co.uk/images/...2017/12/22.png

https://www.cableforum.co.uk/images/...2017/12/23.png

https://www.cableforum.co.uk/images/...2017/12/24.png

When the connection dropped Tuesday night it was like this;

https://www.cableforum.co.uk/images/...017/12/1.png?1

https://www.cableforum.co.uk/images/...017/12/2.png?1

https://www.cableforum.co.uk/images/...017/12/3.png?1

Re: Connection dropping
 

Your downstream SNR is too low and upstream power levels are too high.

Re: Connection dropping
 

It's the upstream power levels that are the main cause. Downstream can cope easily at those levels.

Re: Connection dropping
 

Is this something the engineer should be able to diagnose and fix easily?

Re: Connection dropping
 

31db SNR on 256QAM is not good at all. Upstream too high as well.

Re: Connection dropping
 

It should flag up on their PDA, if they have one. Upstream can be adjusted at the cabinet, I think. Downstream SNR would have to be passed to networks, at least that’s what they did when I’ve had issues with that in the past.

Re: Connection dropping
 

I didn't say it was good, just that it should be able to cope easily. The upstream is the main issue. If that is sorted I can see the downstream improving.

Re: Connection dropping
 

Connection has dropped again and is currently still out.

Hub status looks like this.

https://www.cableforum.co.uk/images/...2017/12/27.png


And I made a short 30 second clip of the downstream, upstream and network log to not fill this page up with images. Strangely, theres no errors in the network log like their usually is.

https://streamable.com/l3142


Edit: Connection back up, now there's errors in the network log.

https://imgur.com/a/D4wId

Downstream SNR on all channels has increased to at least 40.3 (max 40.9), upstream Power down slightly to 50 from 53.8

Re: Connection dropping
 

I would say there was a faulty amplifier which the network dept have now replaced

Re: Connection dropping
 

Engineer came and further lowered the upstream power level to 47.3.

He mentioned there was one other house he visited nearby that had the same issues, Hopefully this is the end of the connection dropping.

Re: Connection dropping
 

Can't say I'm surprised but the connection has dropped again and is staying down this time. 2 engineer visits and still the same issues.

Network log has the same errors.

Upstream & downstream

https://www.cableforum.co.uk/images/...2017/12/28.png

https://www.cableforum.co.uk/images/...2017/12/29.png

Completely lost on what to do now, phone support say there's no issues on the line and the engineer that came today was the same that came last week and he has no idea.

Re: Connection dropping
 

The downstream and upstream stats are only accurate when the modem is locked onto the network, as when it's trying to lock it will cycle. Do you have one of the original TiVo boxes as well?

Re: Connection dropping
 

We've got a Tivo v6 box, we was offered the upgrade a few months ago.

---------- Post added at 23:44 ---------- Previous post was at 22:44 ----------

Connection is still down. Downstream & Upstream channel both say locked.

Power for downstream is -11 (37.6 SNR) and upstream 44.8. Network logged still filled with T3 time out errors.

Not sure if this helps but can see leading up to the drop increased latency.

https://www.thinkbroadband.com/broad...18-12-2017.png