Extremely High Uncorrectable Errors – Major Connection Instability

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Hi again,

I’ve collected updated downstream stats from my Virgin Media Hub 5, and the error levels are still very concerning.

DOCSIS 3.0 channels:

• All channels are locked with SNR around 41–42 dB (good)
• Power levels start around +3 dBmV and gradually drop to -5.6 dBmV by channel 32
• Multiple channels have rising Post-RS errors, especially channels 10, 13–16, and 28–32

DOCSIS 3.1 channel (ID 159):

• RxMER: 36 dB
• PLC Power: -9.2 dBmV
• Corrected Errors: 1,649,682,892
• Uncorrectable Errors: 113,766,706

Upstream (DOCSIS 3.0 and 3.1):

• Power: 42–44 dBmV (DOCSIS 3.0), 39.2 dBmV (DOCSIS 3.1)
• DOCSIS 3.1 upstream has 19 T3 and 1 T4 timeout

Despite multiple reboots and checking all internal wiring, we’re still getting constant disconnections and degraded performance. The error rates continue to climb rapidly.

Can someone investigate this, possibly check for a noise issue or signal drop from the cabinet? It seems likely this is a line fault or signal problem on Virgin’s end.

Thanks,

Kelly

Bump.

Update – Ongoing Connection Issues

DOCSIS 3.1 Downstream (Channel 159):

• Corrected Errors increased from ~1.65 billion to ~2.90 billion (+1.25 billion in 12 hours)
• Uncorrectable Errors slightly up: 113,766,706 → 113,766,782
• PLC Power improved slightly: -9.2 dBmV → -8.9 dBmV
• RxMER remains 36 dB (low end of acceptable for 4096-QAM)

These error volumes and poor signal quality on the 3.1 channel strongly suggest noise or signal degradation.

DOCSIS 3.0 Downstream:

• SNR remains stable at 41–42 dB, but Post-RS errors continue rising.
• Notable 12-hour increases in Post-RS Errors:
• Channel 28: 14071 → 14259
• Channel 29: 14891 → 15088
• Channel 30: 18930 → 19261
• Channel 31: 23617 → 23997
• Channel 32: 65266 → 66604
•  

Channels 28–32 are also running with low power (down to -5.5 dBmV) and SNR as low as 38 dB, indicating signal deterioration at higher frequencies.

Upstream DOCSIS 3.0 & 3.1:

• Power levels remain elevated at 42.8–44.8 dBmV (acceptable but high)
• DOCSIS 3.1 Upstream (OFDMA Channel 6):
• T3 timeouts unchanged at 19
• T4 timeouts remain at 1
•  

These timeouts are signs of intermittent transmission issues.

• Error counts on both DOCSIS 3.0 and 3.1 channels are increasing, with particularly poor health on downstream 3.1 and high-frequency DOCSIS 3.0 channels (28–32).
• Upstream timeouts and elevated power levels persist.
• This strongly suggests an ongoing line fault or cabinet noise issue outside of my home.

Would appreciate Virgin Media’s help in investigating the signal path, especially checking for noise ingress or faults from the cabinet.

Thanks,

Kelly

set up a BQM

Broadband Quality Monitor | thinkbroadband

For reference this happens at all times of day. This graph is not actually as bad to what I’ve previously experienced. It’s what I’d call a good day…