on 02-02-2023 12:00
Hello,
Unfortunately I've been having issues for the past two days. Each morning, after testing the line having issues through the MyVirgin app, I was informed that a visit from an engineer was necessary and booked a visit for the following day. However, after a few hours, I was informed that the visit had been cancelled as the problem was due to issues in the area, and not to my specific line.
However I can see that the levels on my router are not within spec range and therefore I believe there's still a need for an engineer to come out and fix it.
Here are the details:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 234750000 | -1.2 | 38 | 256 qam | 13 |
2 | 242750000 | -1.9 | 38 | 256 qam | 14 |
3 | 250750000 | -2 | 38 | 256 qam | 15 |
4 | 258750000 | -1.2 | 38 | 256 qam | 16 |
5 | 266750000 | 0.5 | 38 | 256 qam | 17 |
6 | 274750000 | 0.9 | 38 | 256 qam | 18 |
7 | 282750000 | 0.4 | 38 | 256 qam | 19 |
8 | 290750000 | -0.2 | 38 | 256 qam | 20 |
9 | 298750000 | -0.4 | 38 | 256 qam | 21 |
10 | 306750000 | -0.4 | 38 | 256 qam | 22 |
11 | 314750000 | -0.2 | 38 | 256 qam | 23 |
12 | 322750000 | 0 | 38 | 256 qam | 24 |
13 | 330750000 | 0 | 38 | 256 qam | 25 |
14 | 338750000 | 0 | 38 | 256 qam | 26 |
15 | 346750000 | 0.5 | 38 | 256 qam | 27 |
16 | 354750000 | 0.5 | 40 | 256 qam | 28 |
17 | 362750000 | 0.5 | 38 | 256 qam | 29 |
18 | 370750000 | -0.4 | 38 | 256 qam | 30 |
19 | 378750000 | -1.7 | 38 | 256 qam | 31 |
20 | 386750000 | -2 | 38 | 256 qam | 32 |
21 | 394750000 | -1.2 | 38 | 256 qam | 34 |
22 | 402750000 | -0.4 | 40 | 256 qam | 35 |
23 | 410750000 | -0.2 | 40 | 256 qam | 36 |
24 | 418750000 | -0.4 | 38 | 256 qam | 37 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.9 | 15 | 0 |
2 | Locked | 38.9 | 10 | 0 |
3 | Locked | 38.9 | 17 | 0 |
4 | Locked | 38.6 | 11 | 0 |
5 | Locked | 38.6 | 18 | 0 |
6 | Locked | 38.9 | 11 | 0 |
7 | Locked | 38.9 | 28 | 0 |
8 | Locked | 38.9 | 26 | 0 |
9 | Locked | 38.9 | 29 | 0 |
10 | Locked | 38.6 | 26 | 0 |
11 | Locked | 38.9 | 24 | 0 |
12 | Locked | 38.6 | 38 | 0 |
13 | Locked | 38.9 | 25 | 0 |
14 | Locked | 38.9 | 35 | 0 |
15 | Locked | 38.9 | 38 | 0 |
16 | Locked | 40.3 | 43 | 0 |
17 | Locked | 38.9 | 40 | 0 |
18 | Locked | 38.9 | 55 | 0 |
19 | Locked | 38.6 | 49 | 0 |
20 | Locked | 38.6 | 43 | 0 |
21 | Locked | 38.9 | 48 | 0 |
22 | Locked | 40.3 | 47 | 0 |
23 | Locked | 40.3 | 49 | 0 |
24 | Locked | 38.9 | 57 | 0 |
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 23600856 | 47.3 | 5120 | 16 qam | 5 |
2 | 49600291 | 46.5 | 5120 | 32 qam | 1 |
3 | 30099683 | 47.3 | 5120 | 32 qam | 4 |
4 | 36600220 | 46.5 | 5120 | 32 qam | 3 |
5 | 43099364 | 46 | 5120 | 32 qam | 2 |
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 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
5 | ATDMA | 0 | 0 | 0 | 0 |
Am I correct to say that this values are not within specs? How can I get an engineer to actually visit my property and fix the line?
Many thanks
02-02-2023 12:33 - edited 02-02-2023 12:35
Check for a local fault on the automated service : 0800 561 0061
The Downstream Power and SNR levels are good.
The Upstream Power levels are correct but the Modulation should be 64 qam
The 32 qam and 16 qam are less than optimal and caused by noise on the service - that noise will be affecting everyone local to you.
If this is an issue in a street cabinet that is common to all customers, you may well not need an engineer visit.
on 03-02-2023 10:37
on 03-02-2023 10:45
Wrong. The downstream levels are all within spec. Changing the isolator will make no difference unless it is actually faulty.
The poor connection is due to the low QAM levels on the upstream channels.
on 05-02-2023 11:10
Hi sgabello,
Thank you for your post and I am sorry you are having some downstream/upstream issues.
I have checked our systems and can see you are affected by an SNR outage, the fix date for this is 10 FEB 2023 09:00. As @Client62 guessed correctly.
Keep us posted if you are still having issues after the fix date 🙂
Zoie
on 05-02-2023 11:34
guessed - Pah !
on 05-02-2023 13:24
For reference:
Downstream: no lower than -6dBmV and no higher than 10dBmV