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PlatinumBlonde4
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Low power levels (dropping connections) and tv channels missing

hello, have been trying to get help from the online agents but getting nowhere.

i am getting frequent loss of of TV channels and low power levels on my Superhub which are all in the same room on the same line into the outside box.

as you can see lots of errors below and -12dbmv.. getting really frustrated trying to get help when the people you chat to at VM seem to have no clue what i am talking about.

definitely needs something adjusting in the box, can somebody at VM help and get an engineer to have a quick look please?

thanks.

 

Downstream Channels Lock Status Channel ID Frequency Modulation Rx Power SNR Pre RS Errors Post RS Errors

Locked20   290750000 Hz   QAM256   -12.2 dBmV   34.1 dB    2106277      1183
Locked17266750000 HzQAM256-11.5 dBmV34.3 dB145404882669
Locked18274750000 HzQAM256-12.1 dBmV34.1 dB10317141828
Locked19282750000 HzQAM256-11.7 dBmV34.3 dB3473733335
Locked21298750000 HzQAM256-11.2 dBmV34.1 dB2682461171
Locked22306750000 HzQAM256-11.9 dBmV33.9 dB587916644
Locked23314750000 HzQAM256-12.0 dBmV33.8 dB655122590
Locked24322750000 HzQAM256-12.0 dBmV33.9 dB547555315
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Adduxi
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Re: Low power levels (dropping connections) and tv channels missing

Power levels are far too low. They should be between -6 to +10, preferably somewhere in the middle. 

You will need to ring for an engineer to fix this.

Good Luck !!

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Superuser
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Re: Low power levels (dropping connections) and tv channels missing

hiya @PlatinumBlonde4 yeah those power level are really bad.. you can wait a few days for the forum admin to pick this up and arrange tech, or could contact support via 150 / 0345 454 1111 using online chat http://contact.virginmedia.com (using PC/laptop) if you contact support can you post the outcome here
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PlatinumBlonde4
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Re: Low power levels (dropping connections) and tv channels missing

the online chat folks are proving to be infuriatingly incompetent and not understanding at all that their is an issue,ive yet to brave 150 yet as i am not to good at dealing with strong Indian accents. and after paying £119 each month for 30mb broadband and xl tv with an extra box im about ready to ditch the entire lot now.. rip off!!

 

:edit: 4 times now connected to an agent called 'eirum' who keeps telling me their is no problem and that its a local issue with Tivo (i dont even have tivo).. who hired these people?

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PlatinumBlonde4
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Re: Low power levels (dropping connections) and tv channels missing

edit: have managed to get an engineer booked but its on the 22nd and that seems a long wait for somebody to come and alter the levels in the box.. really poor seeing as i watch VM vans going up and down my area on a frequent basis!!!
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Forum Team (Retired) Adam_L
Forum Team (Retired)
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Re: Low power levels (dropping connections) and tv channels missing

Hi PlatinumBlonde4, 

Thanks for letting us know about your issues with low power levels and dropping connection, I apologise for any inconvenience caused.

I have run some tests on your Hub and the wider connection from here and I can see that all of your downstream power levels are too low, both of your upstream power levels are too high as well. An engineer will be required to attend and investigate things further for you.

I will send you a PM (Purple envelope at the top) detailing what's required in order to proceed with making the booking. Please respond to me there and I'll ensure this all gets sorted for you.

Take care, 

Thanks, 

Adam.


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