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David_Bn
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Message 31 of 42
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Re: Always One Channel High SNR

Good Afternoon @Greenpalmer, thanks for your recent update, and I'm sorry to hear this fault has re-emerged.

I've looked into your local area, and I can see that an outage is currently effecting the local area, and is estimated to be fixed by 22 JUN 2022 at 13:05.

We're sorry for any inconvenience this may cause you, and other effected users and will do all within our power to have this fixed as soon as possible.

Kindest regards,

David_Bn

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Greenpalmer
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Message 32 of 42
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Re: Always One Channel High SNR

It's well past the date given for the fault to be fixed, the service status lines - both online and phone local area status - are stating that there are no faults, but despite rebooting and resetting the hub the errors are still clocking up in their millions on the two channels that have very poor SnR. 

This really must be resolved - it has been dragging on for a very long time.

 

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Ashleigh_C
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Message 33 of 42
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Re: Always One Channel High SNR

I'm sorry that you are still noticing these issues @Greenpalmer

 

I have checked and I can see that the outage has been extended with the new estimated fix time of the 6th of July at 12.06pm

 

Are you able to let us know how things are looking after this time? 

Ash_C
Forum Team



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Greenpalmer
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Message 34 of 42
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Re: Always One Channel High SNR

The fix time is always extended - sometimes it goes on for months!

But if the fault has not been fixed why is there nothing on the service status or the local fault line?

 

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Alex_RM
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Message 35 of 42
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Re: Always One Channel High SNR

Afternoon Greenpalmer,

I'm sorry for any confusion, not all issues are listed online.

Checking things today it does look like the issue has now been resolved, can you confirm how your services are running?

Alex_Rm

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Greenpalmer
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Message 36 of 42
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Re: Always One Channel High SNR

There has been no improvement. This issue has been dragging on for over a year now and despite often being told that the fault is being fixed it never is. It is quite apparent that Virgin have no idea what is even causing the problem.

Here are the stats:

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

203000000

1.2

37

256 qam

9

2

211000000

1

37

256 qam

10

3

219000000

0.9

33

256 qam

11

4

227000000

0.7

32

256 qam

12

5

235000000

0.4

37

256 qam

13

6

243000000

0.2

37

256 qam

14

7

251000000

0.2

37

256 qam

15

8

259000000

0.2

37

256 qam

16

9

267000000

0.2

37

256 qam

17

10

275000000

0

37

256 qam

18

11

283000000

0

37

256 qam

19

12

291000000

-0.4

37

256 qam

20

13

299000000

-0.2

37

256 qam

21

14

307000000

-0.2

37

256 qam

22

15

315000000

0.2

37

256 qam

23

16

323000000

0.4

37

256 qam

24

17

331000000

0.2

37

256 qam

25

18

339000000

0.2

37

256 qam

26

19

347000000

0

37

256 qam

27

20

355000000

-0.2

37

256 qam

28

21

363000000

-0.5

37

256 qam

29

22

371000000

-0.9

37

256 qam

30

23

379000000

-1.2

37

256 qam

31

24

387000000

-1.5

37

256 qam

32




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.6

536

0

2

Locked

37.3

515

0

3

Locked

33.3

14449417

22

4

Locked

32.9

309383288

315

5

Locked

37.3

520

30

6

Locked

37.3

438

0

7

Locked

37.6

542

0

8

Locked

37.3

418

11

9

Locked

37.6

412

0

10

Locked

37.3

457

15

11

Locked

37.6

453

0

12

Locked

37.6

656

0

13

Locked

37.3

460

0

14

Locked

37.3

355

0

15

Locked

37.3

307

0

16

Locked

37.6

265

0

17

Locked

37.6

236

0

18

Locked

37.3

305

0

19

Locked

37.6

325

0

20

Locked

37.6

356

0

21

Locked

37.6

470

0

22

Locked

37.6

451

0

23

Locked

37.6

467

0

24

Locked

37.3

447

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60300000

49.8

5120

64 qam

1

2

39400000

47.3

5120

64 qam

4

3

46200000

48

5120

64 qam

3

4

53700000

49.3

5120

64 qam

2




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

2

0

2

ATDMA

0

0

0

0

3

ATDMA

0

0

1

0

4

ATDMA

0

0

0

0

 

Network Log

Time

Priority

Description

16/08/2022 19:11:14

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/08/2022 07:01:44

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/08/2022 19:12:31

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/08/2022 22:01:13

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/08/2022 15:15:13

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2022 13:22:35

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2022 18:20:30

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2022 08:11:33

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/07/2022 06:47:53

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

28/07/2022 20:11:33

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

26/07/2022 21:52:35

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

25/07/2022 22:02:26

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

21/07/2022 13:19:35

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

18/07/2022 05:43:26

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2022 17:27:45

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/07/2022 15:57:58

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/07/2022 18:46:52

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

10/07/2022 12:30:37

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

07/07/2022 20:22:5

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/07/2022 14:35:21

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

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Kath_F
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Message 37 of 42
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Re: Always One Channel High SNR

Hi Greenpalmer, 

Thanks for coming back to us on this. We're sorry to hear you are still having an issue with your services. 

Checking things this end, your signal and power levels are all within optimal range. There are no issues showing in the area and all is looking good. 

From the stats you've posted, there are a few Post RS errors but there's been no reboot on your hub since the area fault was resolved. 

Can you please reboot your hub for me? Leave off for a few minutes at the mains and then turn back on so the logs are clear. Hopefully things should be resolved for you then but if not, come back and let us know. 

Thanks, 

Kath_F
Forum Team




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Greenpalmer
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Message 38 of 42
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Re: Always One Channel High SNR

Kath_F - I had rebooted the hub after I was informed the fault was fixed, but to prove my point I again rebooted the hub after reading your message and now a week later here are the stats and you can see that the problem has not been fixed:

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

203000000

1.7

37

256 qam

9

2

139000000

2.7

36

256 qam

1

3

147000000

1.9

37

256 qam

2

4

155000000

1.5

37

256 qam

3

5

163000000

1.5

37

256 qam

4

6

171000000

1.5

37

256 qam

5

7

179000000

1.5

37

256 qam

6

8

187000000

1.7

37

256 qam

7

9

195000000

1.7

37

256 qam

8

10

211000000

1.4

37

256 qam

10

11

219000000

1.2

33

256 qam

11

12

227000000

1

33

256 qam

12

13

235000000

0.7

37

256 qam

13

14

243000000

0.5

37

256 qam

14

15

251000000

0.5

37

256 qam

15

16

259000000

0.5

37

256 qam

16

17

267000000

0.5

37

256 qam

17

18

275000000

0.2

37

256 qam

18

19

283000000

0.2

37

256 qam

19

20

291000000

0

37

256 qam

20

21

299000000

0

37

256 qam

21

22

307000000

0

37

256 qam

22

23

315000000

0.7

37

256 qam

23

24

323000000

0.7

37

256 qam

24




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

37.3

435

0

2

Locked

36.6

956

18

3

Locked

37.3

938

17

4

Locked

37.3

869

0

5

Locked

37.3

588

0

6

Locked

37.6

488

0

7

Locked

37.3

617

10

8

Locked

37.3

523

0

9

Locked

37.3

440

0

10

Locked

37.6

375

0

11

Locked

33.9

2273368

32

12

Locked

33.4

54017382

37

13

Locked

37.3

364

0

14

Locked

37.3

341

0

15

Locked

37.3

426

0

16

Locked

37.3

350

13

17

Locked

37.3

346

0

18

Locked

37.6

453

15

19

Locked

37.6

497

0

20

Locked

37.6

602

0

21

Locked

37.3

376

0

22

Locked

37.6

255

0

23

Locked

37.6

224

0

24

Locked

37.6

207

0

 

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

1

60299952

49.3

5120

64 qam

1

2

39400000

47

5120

64 qam

4

3

46200189

47.8

5120

64 qam

3

4

53700005

48.8

5120

64 qam

2




Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

1

ATDMA

0

0

3

0

2

ATDMA

0

0

2

0

3

ATDMA

0

0

2

0

4

ATDMA

0

0

0

0

 

Network Log

Time

Priority

Description

04/09/2022 13:00:43

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

03/09/2022 05:23:20

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/08/2022 16:07:44

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

31/08/2022 13:22:18

notice

LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/08/2022 18:53:53

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/08/2022 22:39:28

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

27/08/2022 02:52:47

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/08/2022 22:17:56

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

23/08/2022 19:14:7

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

20/08/2022 20:15:44

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

19/08/2022 21:01:28

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

16/08/2022 19:11:14

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/08/2022 07:01:44

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

09/08/2022 19:12:31

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

08/08/2022 22:01:13

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

05/08/2022 15:15:13

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

04/08/2022 13:22:35

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2022 18:20:30

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/08/2022 08:11:33

Error

DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

30/07/2022 06:47:53

critical

No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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Sephiroth
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Message 39 of 42
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Re: Always One Channel High SNR

They’ve clearly got issues with the 219MHz frequency in terms of noise ingress. One thing I urge you to do is check in with a couple of neighbours and see if they have the same issues. It helps the case as to what sort of area fault there might be. Downstream SNR should not fall below 34 if you are to avoid uncorrectable errors, which means lost packets.
Seph - ( DEFROCKED - My advice is at your risk)

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Natalie_L
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Message 40 of 42
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Re: Always One Channel High SNR

Thank you for your reply Greenpalmer. 

I am sorry to hear there are still issues with the service. 

With this being the case, I would like to run a few more tests from our side and potentially arrange a visit from a technician. 

I am going to pop you over a private message to confirm a few more details and this will be available via the purple envelope on the top right of this page. 

Speak soon, 

 

Nat
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