Deteriorating line

[Dg834man]

Hello everyone 

Seem to have a rather poorly line, it was installed just under two years ago and is a coax line, the connection has dropped for 30 minutes at a time ever since it went live but at the start it only happened once ever other month, in the last month the frequency of drops has increased to some times multiple times a day, outside of being completely down the line has frequent short disconnects usually lots in repetition causing severe lag and packet loss, disconnects from online games, webpages failing to load or partial loading

Have a suspicion that this stems from the drop cable being poorly installed, at the toby box the cable exits the toby box via the top access panel it is folded over the top of the toby box and down behind it where it goes through the curb on to the property, not an expert on cabling but have run some cat6 in my time and pretty sure tight 180 degree bends in cabling is under the minimum bend radius for data cabling.

Here are the line stats 12 hours post reset

[Dg834man]

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	203000000	0.5	38	256 qam	9
2	211000000	0.5	38	256 qam	10
3	219000000	0.5	40	256 qam	11
4	227000000	0.4	40	256 qam	12
5	235000000	0.2	40	256 qam	13
6	243000000	0	40	256 qam	14
7	251000000	0	40	256 qam	15
8	259000000	0	40	256 qam	16
9	267000000	0	40	256 qam	17
10	275000000	0	40	256 qam	18
11	283000000	-0.2	40	256 qam	19
12	291000000	-0.2	38	256 qam	20
13	299000000	-0.2	38	256 qam	21
14	307000000	-0.2	40	256 qam	22
15	315000000	0	38	256 qam	23
16	323000000	-0.2	38	256 qam	24
17	331000000	0	40	256 qam	25
18	339000000	0	38	256 qam	26
19	347000000	-0.2	40	256 qam	27
20	355000000	-0.4	38	256 qam	28
21	363000000	-0.2	40	256 qam	29
22	371000000	-0.2	40	256 qam	30
23	379000000	0	38	256 qam	31
24	387000000	0	40	256 qam	32

[Dg834man]

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	28983	1374
2	Locked	38.9	27958	1370
3	Locked	40.3	26550	1277
4	Locked	40.3	25880	1227
5	Locked	40.3	25684	1195
6	Locked	40.3	23344	1159
7	Locked	40.9	22140	1077
8	Locked	40.3	22107	1080
9	Locked	40.3	20458	977
10	Locked	40.3	20985	1032
11	Locked	40.3	19929	978
12	Locked	38.9	19834	943
13	Locked	38.9	18110	870
14	Locked	40.3	18899	812
15	Locked	38.9	16357	832
16	Locked	38.9	16843	800
17	Locked	40.3	15661	680
18	Locked	38.9	15355	706
19	Locked	40.3	14172	655
20	Locked	38.6	14934	718
21	Locked	40.3	12504	522
22	Locked	40.3	12039	605
23	Locked	38.9	11553	560
24	Locked	40.3	9606	488

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	60300000	51	5120	64 qam	1
2	46200000	51	5120	64 qam	3
3	53700000	51	5120	64 qam	2
4	39400000	50.8	5120	64 qam	4
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	0	0

[Dg834man]

Time	Priority	Description
12/05/22 12:32	critical	No Ranging Response received - T3 time-out;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:53	notice	LAN login Success;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:23	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:20	Warning!	Lost MDD Timeout;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:19	Warning!	RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:19	Warning!	RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:19	Warning!	RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:19	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:12	Warning!	RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:11	Warning!	Lost MDD Timeout;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:11	Warning!	RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:11	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:11	Warning!	RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:09	Warning!	Lost MDD Timeout;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:09	Warning!	RCS Partial Service;CM-MAC=x;CMTS-MAC=x;CM-QOS=1.1;CM-VER=3.0;
12/05/22 00:09	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=x;CMTS-MAC=xCM-QOS=1.1;CM-VER=3.0;
12/05/22 00:09	Warning!	RCS Partial Service;CM-MAC=x;CMTS-MAC=xCM-QOS=1.1;CM-VER=3.0;

[Dg834man]

The forum doesnt like the format i saved the data, about 8 hours on from the previous stats pre and post rs errors have increased and lots of t3 timouts

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID

1	60299135	52	5120	16 qam	1
2	46200241	51.7	5120	16 qam	3
3	53700205	52	5120	16 qam	2
4	39399983	51.7	5120	16 qam	4

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts

1	ATDMA	0	0	18	0
2	ATDMA	0	0	6	0
3	ATDMA	0	0	15	0
4	ATDMA	0	0	2	0

[Tudor]

Upstream power levels too high and 16 QAM when should be 64 QAM. Unless there is an area fault you will need a technician’s visit to rectify. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker

VM will not dispatch any technicians when an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait a day or two for a VM staff member to get to your post.

[Steven_L]

Hey @Dg834man,

Welcome to the community and thanks for taking the time to post your issue on the forums.

I'm really sorry to hear of the issues that you're experiencing with your connection, I have looked further into this and can see that you have an issue with the power levels on your upstream channels that would need a technician visit to resolve.

I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.
Please look out for the private message and we can get started.
Regards,
Steven_L 

[Steven_L]

Thanks for confirming your details via private message @Dg834man. 
I have arranged for the appointment and you can track your engineer appointments online. Simply sign in to My Virgin Media and you’ll see your appointments on your account dashboard. However this can take up to 24 hours to be updated.

Regards,

Steven_L