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Dropouts and Packet Loss: Suspect Power Levels

dnev1
Joining in

Hi all,

Have been experiencing frequent internet dropouts and periods of high packet loss (the gaming experience is particularly poor) for an extended period of time. 

 
Reviewing other posts here, I suspect the power levels are likely to be at least part of the cause. The downstream channels look to be low and the upstream channels high. The 3.1 channels look to be especially extreme in both directions (around -13 and 56). Will post power level readouts below.
 
Any support would be much appreciated. Thanks!
 
1 ACCEPTED SOLUTION

Accepted Solutions

Client62
Alessandro Volta

Check for a fault in your street via 0800 561 0061.

Failing that, an engineer visit will be required to correct the low signal levels.

See where this Helpful Answer was posted

7 REPLIES 7

dnev1
Joining in

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

25331000000-5.90000238.983261QAM25625
1139000000-4.40000238.983261QAM2561
4163000000-4.79999938.983261QAM2564
5171000000-5.00000038.605377QAM2565
8195000000-4.79999938.983261QAM2568
9203000000-4.79999938.983261QAM2569
12227000000-5.50000038.983261QAM25612
13235000000-5.40000238.983261QAM25613
16259000000-6.50000038.605377QAM25616
20291000000-5.00000038.605377QAM25620
21299000000-5.40000238.605377QAM25621
24323000000-5.70000138.983261QAM25624
26339000000-6.00000038.983261QAM25626
28355000000-6.40000238.983261QAM25628
29363000000-6.50000038.605377QAM25629
31379000000-7.70000137.636276QAM25631
32387000000-7.90000237.636276QAM25632
33395000000-8.09999837.636276QAM25633
34403000000-8.40000237.636276QAM25634
35411000000-8.59999837.355988QAM25635
37427000000-8.79999937.355988QAM25637
38435000000-8.90000237.636276QAM25638
39443000000-8.79999937.355988QAM25639
40451000000-8.40000237.636276QAM25640
41459000000-8.09999838.605377QAM25641
42467000000-7.79999937.636276QAM25642
43475000000-7.90000238.605377QAM25643
44483000000-7.79999937.636276QAM25644
45491000000-8.09999838.605377QAM25645
46499000000-8.09999837.636276QAM25646
47507000000-8.40000237.636276QAM25647
48515000000-8.50000037.636276QAM25648



3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25Locked38.98326100
1Locked38.98326100
4Locked38.98326100
5Locked38.60537700
8Locked38.98326100
9Locked38.98326100
12Locked38.98326100
13Locked38.98326100
16Locked38.60537700
20Locked38.60537700
21Locked38.60537700
24Locked38.98326100
26Locked38.98326100
28Locked38.98326100
29Locked38.60537700
31Locked37.63627600
32Locked37.63627600
33Locked37.63627600
34Locked37.63627600
35Locked37.35598800
37Locked37.35598800
38Locked37.63627600
39Locked37.35598800
40Locked37.63627600
41Locked38.60537700
42Locked37.63627600
43Locked38.60537700
44Locked37.63627600
45Locked38.60537700
46Locked37.63627600
47Locked37.63627600
48Locked37.63627600



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1840QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked37-12.92026250327712247

dnev1
Joining in

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

13010000051.0205995120 KSym/sec64QAM4
22360000050.0205995120 KSym/sec64QAM5
33660000051.5205995120 KSym/sec64QAM3
44310000052.0205995120 KSym/sec64QAM2
54960000053.0205995120 KSym/sec64QAM1



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_ATDMA0000
2US_TYPE_ATDMA0000
3US_TYPE_ATDMA0000
4US_TYPE_ATDMA0000
5US_TYPE_ATDMA0000



3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
610.056.02KQAM128


3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
6OFDMA20053.900

Client62
Alessandro Volta

Check for a fault in your street via 0800 561 0061.

Failing that, an engineer visit will be required to correct the low signal levels.

Thanks! No issues in the street so looks like I'll need an engineer.

What is the best way to get a visit? Have tried calling before but had no luck in getting anyone to come!

Client62
Alessandro Volta

Customer Services are on 150 or 0345 454 1111 from a non-VM phone.

Hey dnev1,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment.

I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

Thanks for letting us know dnev1 and if you get the chance, please let us know how the visit goes 👍

Kind Regards,

Steven_L