Errors - power levels

[javedsaleem]

I recently renewed my Contract......and now I have lots of errors

3.0 Downstream channels

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

1	306000000	5.9	41	QAM 256	22
2	138000000	6.9	42	QAM 256	1
3	146000000	6.9	42	QAM 256	2
4	154000000	7	42	QAM 256	3
5	162000000	7	42	QAM 256	4
6	170000000	6.9	42	QAM 256	5
7	178000000	6.8	42	QAM 256	6
8	186000000	6.7	42	QAM 256	7
9	194000000	6.9	42	QAM 256	8
10	202000000	6.8	42	QAM 256	9
11	210000000	7	42	QAM 256	10
12	218000000	6.9	42	QAM 256	11
13	226000000	6.7	42	QAM 256	12
14	234000000	6.4	42	QAM 256	13
15	242000000	6.3	42	QAM 256	14
16	250000000	6.2	42	QAM 256	15
17	258000000	6.2	42	QAM 256	16
18	266000000	6.2	42	QAM 256	17
19	274000000	6.2	42	QAM 256	18
20	282000000	6.2	41	QAM 256	19
21	290000000	6.1	41	QAM 256	20
22	298000000	5.9	41	QAM 256	21
23	314000000	5.9	41	QAM 256	23
24	322000000	5.7	41	QAM 256	24
25	330000000	5.5	41	QAM 256	25
26	338000000	5.5	40	QAM 256	26
27	346000000	5.5	41	QAM 256	27
28	354000000	5.4	41	QAM 256	28
29	362000000	5.5	41	QAM 256	29
30	370000000	5.6	41	QAM 256	30
31	378000000	5.8	41	QAM 256	31
32	386000000	5.8	41	QAM 256	32

3.0 Downstream channels

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

1	Locked	41	9351	7399
2	Locked	42	2446	8508
3	Locked	42	10507	26013
4	Locked	42	961	2221
5	Locked	42	1117	4834
6	Locked	42	25	119
7	Locked	42	1181	4884
8	Locked	42	6385	23194
9	Locked	42	6357	24328
10	Locked	42	6572	25753
11	Locked	42	13048	37499
12	Locked	42	10951	21499
13	Locked	42	10819	20651
14	Locked	42	12389	37541
15	Locked	42	1166	4616
16	Locked	42	14780	48317
17	Locked	42	7334	15709
18	Locked	42	10973	16589
19	Locked	42	10142	20093
20	Locked	41	6462	19074
21	Locked	41	13872	35589
22	Locked	41	12395	19513
23	Locked	41	9651	11404
24	Locked	41	8189	20916
25	Locked	41	2063	8991
26	Locked	40	7077	14142
27	Locked	41	11008	8600
28	Locked	41	9103	4289
29	Locked	41	9534	8082
30	Locked	41	7714	10213
31	Locked	41	10524	11998
32	Locked	41	10694	11430

3.1 Downstream channels

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

159

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

159

Locked

41

5.4

555941319

0

[MOD EDIT: Subject title changed for clarity]

[Ashleigh_C]

Thank you @javedsaleem we have double checked and currently there are no issues raised with our team for any high utilisation in the area. 

Are you able to confirm if this is happening across WiFi or wired connection so we can advise further? 

[javedsaleem]

Both

[javedsaleem]

Is it possible, that if the Power (dBmV) is too high, that there could be noise on the line and that maybe moving the connection down at the Street Box, to a lower power level, may bring about improvement.

I don't think it has anything to do with utilisation.

[Kath_F]

Hi javedsaleem, 

Thanks for coming back to us on this one. 

Both the upstream and downstream power levels on your cable should be at an optimal level for your Hub to function as it should. When the levels are too low or too high, it can lower the speed/throughput of your internet connections. You might also encounter repeated disconnections, high network latency, buffering and slow downloading and uploading speeds as well. Due to this we would look at adjusting the levels to your hub by adding an attenuator if it's needed. This is usually done by an engineer. 

Checking your levels here, your upstream ones are a little high and your downstream levels are a little low. Not overly, but enough that it may cause you some issues. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[Kath_F]

Hi @javedsaleem,

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• ➡ The technician diagnoses the faults as not being caused by our network/equipment
• ➡ The technician discovers that the fault or problem relates to your equipment
• ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
• ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the appointment goes. 😊

Take care.