Forum Discussion

ajh79's avatar
ajh79
On our wavelength
25 days ago
Solved

Downstream and Upstream sanity check

Hi,

I've had a couple of drop outs on my Virgin Hub 3 today. I have grabbed the downstream and upstream stats and just wondered how they looked and if it warranted getting an engineer booked in, or whether I am jumping the gun. 

I am on the 500Mb package if that makes any difference.

Thanks in advance.

DOWNSTREAM:

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
13390000003.537256 qam26
21390000009.638256 qam1
31470000009.437256 qam2
4155000000938256 qam3
51630000008.538256 qam4
61710000008.638256 qam5
71790000008.337256 qam6
81870000008.337256 qam7
91950000007.538256 qam8
10203000000738256 qam9
112430000005.537256 qam14
122510000005.437256 qam15
132590000005.437256 qam16
142670000004.637256 qam17
152830000004.537256 qam19
162910000004.437256 qam20
172990000004.537256 qam21
183310000003.737256 qam25
193470000003.237256 qam27
203550000002.737256 qam28
213630000002.937256 qam29
223710000002.737256 qam30
233790000002.537256 qam31
243870000002.537256 qam32

 

UPSTREAM:

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
14310002927.8512064 qam10
22360000025.8512064 qam13
33010006127.8512064 qam12
43660000027.8512064 qam11
54960004627.8512064 qam9
  • Thats all booked for you on the requested date and time. Please do let us know how the engineer visit goes thats if you get the chance 👍

    Thanks

    Steven_L

12 Replies

  • Are you in a RFoG area, meaning you have a box inside your home that converts fibre from the outside to coax, where the HUB plugs in?

    The reason I ask is your upstream power levels are very low, but can be 'normal' depending on your connection type.

    I'd check for local issues here:

    https://www.virginmedia.com/help/check/status

  • ajh79's avatar
    ajh79
    On our wavelength

    Hi, I'm not sure if I am in an RFoG area to be honest. Is there a definitive way to check? There is a white box inside my home where the coaxial cable is plugged into and the other end is plugged into the hub. 

    Thanks for the status checker, it did come back with the below which indicates possible problem:

    Intermittent signal in your area

    We’re looking into it. Check back here after 24 hours, and if there’s still an issue we’ll help you book an engineer.

  • Client62's avatar
    Client62
    Alessandro Volta

    That looks like an RFoG installation. The super low Upstream power level from the Hub may be all that is needed if there is no attenuator between the Hub and the ONT,  the coax cable might be less that 2 metres.  

    There is a very much wider range of Downstream power levels that we have on our RFoG connection but the SNR figures are OK. 

    When you say dropouts, do you mean a severe drop out accompanied by a change in the lights on the from of the Hub 3, indicating a problem with the signal to the Hub 3 ? 

    On our Hub 3 we have prevented the Hub 3 having brief Wi-Fi dropouts by disabling "Smart Wi-Fi" and selecting Manual channels 1  or 6 or 11 for the 2.4GHz band and 36 or 44 for the 5 GHz band.    Note this configuration may not work with VM Hubs.

     

  • ajh79's avatar
    ajh79
    On our wavelength

    It wasn't a wifi dropout, the connection itself dropped. Logs in my router showed a T3 timeout.

    Yes, I have a coaxial cable and my router is very close to where the cable enters my property.

    I think it's just a blip. I've never really logged into the router since I joined virgin so I don't know what good numbers are for the power levels. So this is good for me to lesrn.

    The connection and speed seem stable since so I will just keep an eye on it. 

  • Hi ajh79 

    Welcome to the Community Forums. 

    Sorry to hear of your service concerns. 

    We haven't been able to locate you on the systems on our side. Has the Service Status page been updated with further information regarding the intermittent signal area issue? 

    • ajh79's avatar
      ajh79
      On our wavelength

      Hi, the account is under my wife's name so that might be why you can't find me.

      yes the intermittent signal seems to be resolved now. Also, I just logged into the router and those upstream numbers are looking healthier now, so all seems well. 

      ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
      14310000038.5512064 qam10
      22360000037.8512064 qam13
      33010000038.8512064 qam12
      43660000039.3512064 qam11
      54960000040.3512064 qam9
  • ajh79's avatar
    ajh79
    On our wavelength

    Hi,

    I have re-opened this chat again. My internet dropped again this afternoon due to T3 timeouts and now it is back on. It's been up for almost 2 hours and "appears" stable and speeds seem OK too. However, my router is reporting errors and think an underlying issue is beginning to surface.

    Firstly, there is this:

    Here are my downstream figures (there are pre-RS errors):

    ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
    13390000004.137256 qam26
    213900000010.338256 qam1
    31470000001038256 qam2
    41550000009.638256 qam3
    51630000009.138256 qam4
    61710000009.138256 qam5
    71790000008.938256 qam6
    81870000008.838256 qam7
    91950000008.138256 qam8
    102030000007.638256 qam9
    112350000006.537256 qam13
    122430000006.137256 qam14
    13251000000637256 qam15
    14259000000638256 qam16
    152670000005.337256 qam17
    162750000005.337256 qam18
    172830000005.337256 qam19
    18291000000537256 qam20
    193470000003.937256 qam27
    203550000003.237256 qam28
    213630000003.537256 qam29
    223710000003.237256 qam30
    233790000003.237256 qam31
    24387000000337256 qam32



    Downstream bonded channels

    ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
    1Locked37.640
    2Locked38.650
    3Locked38.640
    4Locked38.650
    5Locked38.9170
    6Locked38.6170
    7Locked38.6210
    8Locked38.6190
    9Locked38.6200
    10Locked38.650
    11Locked37.670
    12Locked37.600
    13Locked37.650
    14Locked38.640
    15Locked37.660
    16Locked37.670
    17Locked37.350
    18Locked37.640
    19Locked37.650
    20Locked37.370
    21Locked37.350
    22Locked37.650
    23Locked37.360
    24Locked37.600

    Here are upstream figures:

    ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
    14310003435512064 qam10
    23010004136.8512064 qam12
    33659997636.3512064 qam11
    44959995437512064 qam9

     

    Upstream bonded channels

    ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000

    Please note: the other day the upstream dBmV were mid-20's (26 or 27) and they moved mid-30's. When I got my connection back this afternoon, they were initially mid-20's and now they've moved to the above.

    Below is the bit that bothers me the most. There are loads of critical errors:

     

    I've been on the Virgin mobile app which tells me there is an intermittent signal. I am just wondering does this warrant an engineer visit yet or is it a case of keeping an eye on this to maybe figure out a pattern to isolate what is going on.

    Any help much appreciated.

     

    [Mod - MAC addresses removed for security]

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team

      Thanks for coming back to us ajh79. I'd be happy to take a further look into this for you however I would need to confirm a few details via private message, please look out for my message and we can get started.
      Kind Regards,
      Steven_L

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team

      Thats all booked for you on the requested date and time. Please do let us know how the engineer visit goes thats if you get the chance 👍

      Thanks

      Steven_L

      • ajh79's avatar
        ajh79
        On our wavelength

        Hi, the engineer was very helpful. He did a full line test from the cabinet to my house and the result was a clean line. He then replaced something (a connector of some kind) in my terminal box. My hub has reported a solid connection ever since.

        If it's possible to pass on the positive feedback to the engineer then please do so. Also thanks for your time looking into my issue and arranging the engineer.

        Downstream bonded channels

        ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
        13310000002.236256 qam25
        21390000006.837256 qam1
        3147000000636256 qam2
        41550000006.337256 qam3
        51630000005.637256 qam4
        61710000005.637256 qam5
        71790000005.537256 qam6
        81870000005.537256 qam7
        91950000004.937256 qam8
        102430000003.737256 qam14
        112510000003.737256 qam15
        122590000003.236256 qam16
        132670000002.236256 qam17
        142830000002.737256 qam19
        15291000000337256 qam20
        162990000002.536256 qam21
        173150000002.737256 qam23
        183390000001.536256 qam26
        193470000000.936256 qam27
        20355000000136256 qam28
        213630000001.536256 qam29
        223710000001.236256 qam30
        233790000001.536256 qam31
        243870000000.937256 qam32