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csherato
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SNR Issue? - Upstream not locked.

Can any of the more experienced offer an opinion. I suffered total connect loss last week (NE32) which was 'resolved' on Saturday but ever since I'm now suffering 1Mb download speed (200Mb contract).
I've also got a fix date of the 16th @ 12:25.

Reading the SNR sticky its complex but the unlocked upstream channels in my log don't look good.

Any idea what any of this means and whats the likely chance of my fix date being correct. VM dates have a habit of slipping.

Many thanks

Downstream Channels Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked9299000000 Hz256 QAM0.1 dBmV 37.1 dB2796312
Locked2243000000 Hz256 QAM0.3 dBmV 37.4 dB12945989
Locked3251000000 Hz256 QAM0.3 dBmV 37.1 dB1604295
Locked4259000000 Hz256 QAM0.4 dBmV 37.1 dB1229285
Locked5267000000 Hz256 QAM0.8 dBmV 37.9 dB291291
Locked6275000000 Hz256 QAM0.8 dBmV 37.9 dB901894
Locked7283000000 Hz256 QAM1.0 dBmV 37.9 dB319317
Locked8291000000 Hz256 QAM0.7 dBmV 37.4 dB291289

To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Upstream Channels Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked5831000000 HzATDMA39.5 dBmV64QAM6400000 Hz5120 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
Locked5737600000 HzATDMA39.8 dBmV64QAM6400000 Hz5120 Ksym/sec
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Superuser
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Message 2 of 8
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Re: SNR Issue? - Upstream not locked.

Your CMTS is set up for 2 upstream channels for your package.



All dates are review dates , phone staff scripts call them fix dates but they are not. SNR issues generally get fixed quicker but nothing is giving an indication of that.
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csherato
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Re: SNR Issue? - Upstream not locked.

Ahh booo.. thought that was too easy to be the answer! Thanks Shafreya

And the numbers don't look like an SNR issue? I wonder if I got bounced by a web chat agent because it reached 8pm and his shift was up!!

Any advice on what to do next.. just keep phoning every day looking for an update?

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csherato
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Re: SNR Issue? - Upstream not locked.

I'm also seeing "No Ranging Response received - T3 time-out" in the logs 

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Superuser
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Message 5 of 8
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Re: SNR Issue? - Upstream not locked.

T3's usually indicates some impairment on the upstream but as you've pointed out your numbers all look good.


You are on 16QAM though so your could of been on 64/32 QAM and it's not been stable and dropped you down.
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Forum Team (Retired) Adam_L
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Message 6 of 8
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Re: SNR Issue? - Upstream not locked.

Hi csherato, 

Thanks for the post! I am sorry to hear about your issues with unlocked upstream channels, I apologise for any troubles incurred.

I have tested things from here and I can see that your modem's SNR (Signal to Noise Ratio) levels are too low and will require an engineer to attend in order to resolve this 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 get this all sorted for you.

Take care, 

Thanks, 

Adam.


Tech fan? Have you read our Digital life blog yet? Check it out


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cloverleaf146
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Message 7 of 8
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Re: SNR Issue? - Upstream not locked.

I recommend that you email the CEO

If you want to penetrate Virginmedia’s anti-customer service shield, send your emails to

removed

Funnily enough, the site will not allow me post the actual e mail address, but trust it is obvious from above.

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

 

 

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Superuser
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Message 8 of 8
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Re: SNR Issue? - Upstream not locked.

I don't know what the CEO can do to fix a SNR fault, but I hope he has enough sense to leave it to a qualified tech, rather have a non-technical Business bod look at it Smiley Very Happy

 

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