High Power, low SNR, RCS Partial Service

[DocMN]

We're currently getting regular internet dropouts, with connection speeds of 5-10mbps instead of our usual 250mbps. When I run the Service Check on the VM website, it says that nothing is wrong.  However, looking at the Hub 3 status, there seem to be a few oddities.  All downstream channels seem to have a power level between 9.9 and 12.4 dBmV - considerably higher that Seth's recommended levels.  In addition, 12 of the 14 channels have a SNR below 34 dB and a fair few post RS errors. The network logs have many RCS Partial Service warnings and Lost MDD Timeouts.

Anyone have any suggestions on the best way to get the issues resolved, please?

Thanks,

Martin

Downstream bonded channels

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

1	139000000	12.3	27	256 qam	1
2	147000000	12.3	32	256 qam	2
3	155000000	11.6	30	256 qam	3
4	163000000	11.4	30	256 qam	4
5	251000000	10	29	256 qam	15
6	259000000	10.4	29	256 qam	16
7	267000000	10.6	33	256 qam	17
8	275000000	10.5	35	256 qam	18
9	283000000	10.5	33	256 qam	19
10	291000000	10.5	31	256 qam	20
11	299000000	10.3	32	256 qam	21
12	307000000	10	35	256 qam	22
13	315000000	10	33	256 qam	23
14	323000000	9.8	25	256 qam	0

Downstream bonded channels

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

1	Locked	27.4	9462751	109746
2	Locked	32.3	845826	0
3	Locked	30.8	125881	0
4	Locked	30.2	179220	0
5	Locked	29.2	1717594	0
6	Locked	29.8	634065	0
7	Locked	33	33	0
8	Locked	35.7	5	0
9	Locked	33.4	14	0
10	Locked	32.2	1323	0
11	Locked	32.9	137	0
12	Locked	35.5	5	0
13	Locked	33.9	36	0
14	Locked	25	318	8457831

[jbrennand]

That is one dreadful connection !  VM will need to look at it but it will need a Tech visit.  A VM Person ought to respond here soon.

In the meantime...

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax and ethernet cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing. When its light, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables. Then switch the Hub back on and leave ~5 minutes When all done, check back in the settings and ensure that the RS error counts and any upstream T3 errors have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS and T3 ones) you have a problem (noise) that only a Tech visit will sort. 

[Matthew_ML]

Hey DocMN, thank you for reaching out and I am so sorry to hear about this.

I am going to send you a PM so we can look into this for you.

Please look out for my PM. Cheers 

[Matthew_ML]

Hey DocMN, thank you for reaching out again and I am glad we have managed to get this resolved for you. 

Please do let us know how the visit goes. Cheers