Downstream and Upstream levels out of range - Need engineer visit

[sgabello]

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:

Downstream bonded channels

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

Downstream bonded channels

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

Upstream bonded channels

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

Upstream bonded channels

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

[Client62]

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.

[Anonymous]

Your downstream power (dBmV) shouldn't be a negative number. There might be a significant power drop between the outside connection and the isolator on the inside wall of your property. If this is the case, it can be solved with a new isolator which should result in your downstream power (dBmV) reading a positive number on every channel. Have a look to see what your modem connects to on your inside wall as the isolator may require upgrading.

[jpeg1]

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. 

[Zoie_P]

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

[Client62]

guessed - Pah  !

[Tudor]

For reference:

Downstream: no lower than -6dBmV and no higher than 10dBmV