Dropouts and Packet Loss: Suspect Power Levels

[dnev1]

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!

[dnev1]

3.0 Downstream channels

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

25	331000000	-5.900002	38.983261	QAM256	25
1	139000000	-4.400002	38.983261	QAM256	1
4	163000000	-4.799999	38.983261	QAM256	4
5	171000000	-5.000000	38.605377	QAM256	5
8	195000000	-4.799999	38.983261	QAM256	8
9	203000000	-4.799999	38.983261	QAM256	9
12	227000000	-5.500000	38.983261	QAM256	12
13	235000000	-5.400002	38.983261	QAM256	13
16	259000000	-6.500000	38.605377	QAM256	16
20	291000000	-5.000000	38.605377	QAM256	20
21	299000000	-5.400002	38.605377	QAM256	21
24	323000000	-5.700001	38.983261	QAM256	24
26	339000000	-6.000000	38.983261	QAM256	26
28	355000000	-6.400002	38.983261	QAM256	28
29	363000000	-6.500000	38.605377	QAM256	29
31	379000000	-7.700001	37.636276	QAM256	31
32	387000000	-7.900002	37.636276	QAM256	32
33	395000000	-8.099998	37.636276	QAM256	33
34	403000000	-8.400002	37.636276	QAM256	34
35	411000000	-8.599998	37.355988	QAM256	35
37	427000000	-8.799999	37.355988	QAM256	37
38	435000000	-8.900002	37.636276	QAM256	38
39	443000000	-8.799999	37.355988	QAM256	39
40	451000000	-8.400002	37.636276	QAM256	40
41	459000000	-8.099998	38.605377	QAM256	41
42	467000000	-7.799999	37.636276	QAM256	42
43	475000000	-7.900002	38.605377	QAM256	43
44	483000000	-7.799999	37.636276	QAM256	44
45	491000000	-8.099998	38.605377	QAM256	45
46	499000000	-8.099998	37.636276	QAM256	46
47	507000000	-8.400002	37.636276	QAM256	47
48	515000000	-8.500000	37.636276	QAM256	48

3.0 Downstream channels

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

25	Locked	38.983261	0	0
1	Locked	38.983261	0	0
4	Locked	38.983261	0	0
5	Locked	38.605377	0	0
8	Locked	38.983261	0	0
9	Locked	38.983261	0	0
12	Locked	38.983261	0	0
13	Locked	38.983261	0	0
16	Locked	38.605377	0	0
20	Locked	38.605377	0	0
21	Locked	38.605377	0	0
24	Locked	38.983261	0	0
26	Locked	38.983261	0	0
28	Locked	38.983261	0	0
29	Locked	38.605377	0	0
31	Locked	37.636276	0	0
32	Locked	37.636276	0	0
33	Locked	37.636276	0	0
34	Locked	37.636276	0	0
35	Locked	37.355988	0	0
37	Locked	37.355988	0	0
38	Locked	37.636276	0	0
39	Locked	37.355988	0	0
40	Locked	37.636276	0	0
41	Locked	38.605377	0	0
42	Locked	37.636276	0	0
43	Locked	38.605377	0	0
44	Locked	37.636276	0	0
45	Locked	38.605377	0	0
46	Locked	37.636276	0	0
47	Locked	37.636276	0	0
48	Locked	37.636276	0	0

3.1 Downstream channels

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

159

96

4K

1840

QAM4096

759

3.1 Downstream channels

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

159

Locked

37

-12.9

2026250327

712247

[dnev1]

3.0 Upstream channels

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

1	30100000	51.020599	5120 KSym/sec	64QAM	4
2	23600000	50.020599	5120 KSym/sec	64QAM	5
3	36600000	51.520599	5120 KSym/sec	64QAM	3
4	43100000	52.020599	5120 KSym/sec	64QAM	2
5	49600000	53.020599	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_ATDMA	0	0	0	0
2	US_TYPE_ATDMA	0	0	0	0
3	US_TYPE_ATDMA	0	0	0	0
4	US_TYPE_ATDMA	0	0	0	0
5	US_TYPE_ATDMA	0	0	0	0

3.1 Upstream channels

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

6

10.0

56.0

2K

QAM128

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

6

OFDMA

200

53.9

0

0

[Client62 · Accepted solution]

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.

[dnev1]

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]

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

[Steven_L]

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

[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