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oaneilr1uk
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Cust Service say everything is OK. BUT Slow speed, high downstream dBmV and lots of errors.

Hi I called VM customer service as i'm on the 350M package, but get max 90Mbps (currently 40). They've said that everything looks OK from their end but I'm getting allot of post rs errors and I think it might be because the download power is too high. If VM say everythink is OK is there anything I can do to fix it. Here's the log

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

331000000

11.1

40

256 qam

25

2

203000000

10.5

40

256 qam

9

3

211000000

10.5

40

256 qam

10

4

219000000

10.9

40

256 qam

11

5

227000000

11

40

256 qam

12

6

235000000

10.8

40

256 qam

13

7

243000000

10.8

40

256 qam

14

8

251000000

10.5

40

256 qam

15

9

259000000

10.9

40

256 qam

16

10

267000000

11

40

256 qam

17

11

275000000

10.5

40

256 qam

18

12

283000000

10.5

40

256 qam

19

13

291000000

11

40

256 qam

20

14

299000000

10.9

40

256 qam

21

15

307000000

10.5

40

256 qam

22

16

315000000

11.1

40

256 qam

23

17

323000000

11.5

40

256 qam

24

18

339000000

11.6

40

256 qam

26

19

347000000

11.9

40

256 qam

27

20

355000000

11.6

40

256 qam

28

21

363000000

11.6

40

256 qam

29

22

371000000

12

40

256 qam

30

23

379000000

12

40

256 qam

31

24

387000000

12

40

256 qam

32

 

 Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

40.9

520

6192

2

Locked

40.9

493

6416

3

Locked

40.3

522

653

4

Locked

40.3

502

531

5

Locked

40.3

506

528

6

Locked

40.9

540

774

7

Locked

40.9

535

765

8

Locked

40.9

367

817

9

Locked

40.9

529

725

10

Locked

40.9

609

13041

11

Locked

40.3

499

718

12

Locked

40.3

480

891

13

Locked

40.9

504

385

14

Locked

40.3

539

1142

15

Locked

40.9

563

5900

16

Locked

40.9

573

5691

17

Locked

40.3

557

5684

18

Locked

40.9

472

6440

19

Locked

40.3

537

6393

20

Locked

40.3

734

6240

21

Locked

40.3

532

6436

22

Locked

40.3

579

6038

23

Locked

40.3

662

1511

24

Locked

40.3

486

2041

 

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Andruser
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Re: Cust Service say everything is OK. BUT Slow speed, high downstream dBmV and lots of errors.

You're quite correct regarding power levels and errors.  Quite why VM bother with their offshore telephone support when it is so poor escapes me.

I'll flag this for the forum staff to advise and get a technician booked if that's needed - luckily they're helpful and know what they're talking about.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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oaneilr1uk
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Re: Cust Service say everything is OK. BUT Slow speed, high downstream dBmV and lots of errors.

Thanks @Andruser I guess they have a script and the script probably fixes most basic issues. But you need a bit more technical knowledge sometimes. If i get nowhere I think I'll have to add a 6db Forward Path Attenuator.

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Gareth_L
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Re: Cust Service say everything is OK. BUT Slow speed, high downstream dBmV and lots of errors.

Hello oaneilr1uk

Thanks for your post 

I have booked the first engineer appointment we have available as the downstream levels are causing a few issues from here 
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone 
Can you please let me know how the visit goes 
Gareth_L

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