Unstable connection: Problem with Docsis 3.1?

Question

HiI'm on the 1 Gig service and although speed tests show the speed that i am paying for, I'm experiencing dropped packets which cause video calls to be dropped. An engineer recently visited to fix my landline and said the broadband signal levels look fine, but the stats on my Hub 5, look very unhealthy to me: huge numbers of uncorrected errors on the 3.1 channel (currently 2 billion errors showing!). Can someone help with this please?3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 13310000006.840QAM 2562522110000003.639QAM 2561032190000003.139QAM 2561142270000002.839QAM 2561252350000002.939QAM 2561362430000003.139QAM 2561472510000003.139QAM 2561582590000002.939QAM 2561692670000003.240QAM 25617102750000004.140QAM 25618112830000004.840QAM 25619122910000005.540QAM 25620132990000005.840QAM 25621143070000006.140QAM 25622153150000006.240QAM 25623163230000006.540QAM 25624173390000007.340QAM 25626183470000007.641QAM 2562719355000000841QAM 25628203630000008.841QAM 25629213710000009.741QAM 256302237900000010.341QAM 256312338700000010.341QAM 256322439500000010.141QAM 25633254030000001041QAM 256342641100000010.141QAM 25635274190000009.741QAM 25636284270000009.341QAM 25637294350000008.541QAM 25638304430000007.441QAM 25639314510000005.940QAM 256403.0 Downstream channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1Locked402802Locked391803Locked391804Locked391105Locked39386446Locked391607Locked392708Locked394009Locked4059010Locked4093011Locked40124012Locked40149013Locked40103014Locked40123015Locked40187016Locked4052017Locked4030018Locked4134019Locked4151020Locked4144021Locked4121022Locked4127023Locked4124024Locked4131025Locked4122026Locked4116027Locked4113028Locked4117029Locked419030Locked4112031Locked401303.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 41944K1840QAM 409611083.1 Downstream channelsChannel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 41Locked27-17.48353403811989194209&nbsp;3.0 Upstream channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 04960000045.35120QAM 64114310000044.55120QAM 64223660000043.55120QAM 64333010000042.55120QAM 64442360000041.35120QAM 6453.0 Upstream channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0ATDMA00001ATDMA00002ATDMA00503ATDMA00704ATDMA00603.1 Upstream channelsChannel Channel Width (MHz) Power (dBmV) FFT Type Modulation 61141.72KQAM 2563.1 Upstream channelsChannel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 6OFDMA2207400000000

Mike14 · Answer

HiThe technician fixed it today, so I'm very happy.&nbsp;There had apparently been a miscommunication, as he thought he was coming to fix an issue with my phone line! But he listened to my explanation, and could see some frequencies coming through at very low power. He checked and found the underground amplifier that I was connected to was faulty (which i had guessed after reading this forum, and you may also have expected), so he swapped me to a spare tap on an adjacent amplifier that works fine. He confirmed everything is now in spec and I can see that in the stats on the hub, so I'm expecting it will be much more reliable.&nbsp;Thanks for your help, I'm quite impressed with how efficiently it got fixed via this route. It was so much easier than trying to explain the issue to one of your operators on the phone.&nbsp;

Lee_R · Answer

Hi Mike14 thanks for posting and welcome back to our community.
Sorry to hear that you've been having ongoing issues with your connection. And sorry for any inconvenience this may be causing you. We've looked at our systems and we need to send a technician. I am going to send you a private message so we can confirm some details. Please keep an eye on your inbox in the top right of your screen.
Regards
Lee_R

Lee_R · Answer

Hi Mike14, thanks for getting back to me privately.&nbsp;I have booked you in for the next available appointment. To view this please sign into My Virgin Media here. Once you log in scroll down to Orders &amp; appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.Just to confirm, there will be no charge for this visit unless:The technician diagnoses the faults as not being caused by our network/equipment&nbsp;The technician discovers that the fault or problem relates to your equipmentThe technician discovers that the fault or problem relates to any system that we are not responsible forThe technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment, so it is important to reschedule if needed.&nbsp;Do please let us know how the appointment goes.&nbsp;Take care.
Lee_R

Mike14 · Answer

Hi Lee. Thanks very much for arranging the appointment for tomorrow. I'm hoping they can sort it.

Adduxi · Answer

Yes, your power level on 3.1 was -17.4, so really low. Should be between -6 and +10.&nbsp; However as for the Corrected Errors, this seems to be the case that several millions is the norm and doesn't cause any problems. It's the&nbsp;Uncorrectable errors that are the problem, and it looks like the amp was the cause.

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Unstable connection: Problem with Docsis 3.1?

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1	331000000	6.8	40	QAM 256	25
2	211000000	3.6	39	QAM 256	10
3	219000000	3.1	39	QAM 256	11
4	227000000	2.8	39	QAM 256	12
5	235000000	2.9	39	QAM 256	13
6	243000000	3.1	39	QAM 256	14
7	251000000	3.1	39	QAM 256	15
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10	275000000	4.1	40	QAM 256	18
11	283000000	4.8	40	QAM 256	19
12	291000000	5.5	40	QAM 256	20
13	299000000	5.8	40	QAM 256	21
14	307000000	6.1	40	QAM 256	22
15	315000000	6.2	40	QAM 256	23
16	323000000	6.5	40	QAM 256	24
17	339000000	7.3	40	QAM 256	26
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19	355000000	8	41	QAM 256	28
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27	419000000	9.7	41	QAM 256	36
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29	435000000	8.5	41	QAM 256	38
30	443000000	7.4	41	QAM 256	39
31	451000000	5.9	40	QAM 256	40

1	Locked	40	28	0
2	Locked	39	18	0
3	Locked	39	18	0
4	Locked	39	11	0
5	Locked	39	386	44
6	Locked	39	16	0
7	Locked	39	27	0
8	Locked	39	40	0
9	Locked	40	59	0
10	Locked	40	93	0
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3	30100000	42.5	5120	QAM 64	4
4	23600000	41.3	5120	QAM 64	5

0	ATDMA	0
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2	ATDMA	5
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4	ATDMA	6