Help on HUB 3 Levels - Dropping Connections

[Stevego]

Hi Guys,

I am having problems since going from HUB 2 to HUB3. 

Do these levels look to be OK - look very low to me!

Sorry some of the formatting seems to have gone awry....

Any help and advice would be appreciated.

Thanks

Steve

 

Upstream bonded channels

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

1	43100000	51	5120	64 qam	2
2	23600000	51	5120	64 qam	9
3	36600000	51	5120	64 qam	3
4	49600000	51	5120	64 qam	1
5	30100000	51	5120	64 qam	4

Downstream bonded channels

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

1	138750000	-4.2	38	256 qam	1
2	146750000	-4.2	38	256 qam	2
3	154750000	-4.2	38	256 qam	3
4	162750000	-4.2	38	256 qam	4
5	170750000	-4.4	38	256 qam	5
6	178750000	-4.5	38	256 qam	6
7	186750000	-4.5	38	256 qam	7
8	194750000	-4.4	38	256 qam	8
9	202750000	-4.5	38	256 qam	9
10	210750000	-4.5	38	256 qam	10
11	218750000	-4.7	38	256 qam	11
12	226750000	-5	38	256 qam	12
13	234750000	-5.2	38	256 qam	13
14	242750000	-5.5	38	256 qam	14
15	250750000	-5.5	38	256 qam	15
16	258750000	-5.7	38	256 qam	16
17	266750000	-5.5	38	256 qam	17
18	274750000	-5.5	38	256 qam	18
19	282750000	-5.5	38	256 qam	19
20	290750000	-5.7	38	256 qam	20
21	298750000	-5.7	38	256 qam	21
22	306750000	-5.5	38	256 qam	22
23	314750000	-5.5	38	256 qam	23
24	322750000	-5.2	38	256 qam	24

Downstream bonded channels

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

1	Locked	38.6	251023	10227
2	Locked	38.9	3261	9424
3	Locked	38.9	4768	4757
4	Locked	38.9	3356	5563
5	Locked	38.6	7084	4144
6	Locked	38.9	2850	6259
7	Locked	38.6	2753	7022
8	Locked	38.6	2420	6056
9	Locked	38.9	3041	6335
10	Locked	38.9	5425	6363
11	Locked	38.9	7574	6748
12	Locked	38.9	2624	6556
13	Locked	38.9	3712	4085
14	Locked	38.6	6255	459
15	Locked	38.9	4528	3611
16	Locked	38.9	7177	460
17	Locked	38.9	7567	860
18	Locked	38.9	4547	4861
19	Locked	38.9	3001	5438
20	Locked	38.9	4540	3107
21	Locked	38.9	5059	2235
22	Locked	38.9	5508	594
23	Locked	38.9	5914	931
24	Locked	38.9	3390	361

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	21	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0

[Tudor · Accepted solution]

Upstream too high, downstream too low. Indicative of either a cable or box fault, unless there is an area fault. Check all connections are tight, then:

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Stevego]

Hi Tudor,
Many thanks for your prompt advice.
Have checked with 150 automated system - no Area faults, no faults on testing my connection!.
First thing it says is reboot the HUB - done this almost daily - clears the error until the next time!
Then more things that have been checked loads of times - then the HUB is in Modem Mode - this is causing the problems, no it's not. I am using the same router, same setup, as when it was using a HUB 2...
Then finally go back to calling 150 loop!!!! loop!!!!!.
Will try calling Customer Services as you suggest - maybe someone from VM will see this post and help?
Thanks again
Steve .

[Carley_S]

Hi @Stevego

Welcome back to the community forums 

Sorry to hear you're having issues with your broadband at this time and have not been able to get the help when calling 150. Checking the systems at our side I can see that your power levels are still  out of spec and we'll need to book a technician to investigate further. 

Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon

[Carley_S]

Thanks so much for your private message @Stevego 

I have now booked you a visit for your power level issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message 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.

[Stevego]

Hi Tudor & Carley, + Andy
Technician (Andy 925158) came on Wednesday 1st Feb as planned - sorted the levels out, all seems OK now.
Many thanks to all three of you for your assistance and advice.
Regards
Steve
.

[John_GS]

Thanks for coming back to the thread with this update, Steve.

We're glad everything has been sorted 🙂

Do pop back if you ever need further assistance.

Best wishes,