High RS error count

[GP1981]

Just upgraded to 1GBit and my download speeds are all over the place but generally no better that the 380M/Bit i was on before. The logs show a lot of RS errors, i have rebooted the modem a few times but they keep going up. Can someone from virgin please have a look.

3.0 Downstream channels

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

1	419000000	7.5	41	QAM 256	2
2	411000000	7.6	41	QAM 256	1
3	427000000	7.4	41	QAM 256	3
4	435000000	7.4	41	QAM 256	4
5	443000000	7.1	41	QAM 256	5
6	451000000	7.3	41	QAM 256	6
7	459000000	7.3	41	QAM 256	7
8	467000000	7.3	41	QAM 256	8
9	475000000	7.2	40	QAM 256	9
10	483000000	7.1	40	QAM 256	10
11	491000000	7	40	QAM 256	11
12	499000000	7	41	QAM 256	12
13	507000000	7.2	41	QAM 256	13
14	515000000	7.2	41	QAM 256	14
15	523000000	7.3	41	QAM 256	15
16	531000000	7.4	41	QAM 256	16
17	539000000	7.6	41	QAM 256	17
18	547000000	7.6	41	QAM 256	18
19	555000000	7.8	41	QAM 256	19
20	563000000	7.9	41	QAM 256	20
21	571000000	8	41	QAM 256	21
22	579000000	7.9	41	QAM 256	22
23	587000000	7.9	41	QAM 256	23
24	595000000	8	41	QAM 256	24
25	603000000	7.9	41	QAM 256	25
26	611000000	8	41	QAM 256	26
27	619000000	7.9	41	QAM 256	27
28	627000000	8	41	QAM 256	28
29	635000000	7.9	41	QAM 256	29
30	643000000	7.9	41	QAM 256	30
31	651000000	8	41	QAM 256	31

3.0 Downstream channels

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

1	Locked	41	40	5
2	Locked	41	39	0
3	Locked	41	44	0
4	Locked	41	50	0
5	Locked	41	30	11
6	Locked	41	35	26
7	Locked	41	52	0
8	Locked	41	38	27
9	Locked	40	35	49
10	Locked	40	41	44
11	Locked	40	49	52
12	Locked	41	35	65
13	Locked	41	45	61
14	Locked	41	39	52
15	Locked	41	39	37
16	Locked	41	44	22
17	Locked	41	40	47
18	Locked	41	35	45
19	Locked	41	39	27
20	Locked	41	36	32
21	Locked	41	35	35
22	Locked	41	37	52
23	Locked	41	38	47
24	Locked	41	34	43
25	Locked	41	31	31
26	Locked	41	32	35
27	Locked	41	27	48
28	Locked	41	32	17
29	Locked	41	27	38
30	Locked	41	36	25
31	Locked	41	39	15

3.1 Downstream channels

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

33

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)

33

Locked

40

2.4

1552047916

1

[Tudor]

We also need the upstream stats, they are just as important. Errors not too high, but the figures are accumulative since the hub was last power cycled. So please turn off your hub for a short period, this will reset the counters, then post a new full set of stats after about two hours. This will indicate the current line status. 

[GP1981]

3.0 Upstream channels

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

0	49600000	39.5	5120	QAM 64	1
1	43100000	39.8	5120	QAM 64	2
2	36600000	39.8	5120	QAM 64	3
3	30100000	39.5	5120	QAM 64	4
4	23600000	39.3	5120	QAM 64	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	2	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

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

12

10.4

35.0

2K

QAM 256

3.1 Upstream channels

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

12

OFDMA

208

74000000

0

0

[GP1981]

those stats are about 24 hours old

[GP1981]

Change since i posted yesterday

3.0 Downstream channels

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

1	Locked	41	72	5
2	Locked	41	67	0
3	Locked	41	72	0
4	Locked	41	81	0
5	Locked	41	58	25
6	Locked	41	71	29
7	Locked	41	77	17
8	Locked	41	65	61
9	Locked	41	71	67
10	Locked	40	64	67
11	Locked	40	78	75
12	Locked	41	62	98
13	Locked	41	76	100
14	Locked	41	68	75
15	Locked	41	62	71
16	Locked	41	77	57
17	Locked	41	65	66
18	Locked	41	64	74
19	Locked	41	70	44
20	Locked	41	68	56
21	Locked	41	59	59
22	Locked	41	72	72
23	Locked	41	67	78
24	Locked	41	63	53
25	Locked	41	63	61
26	Locked	41	61	54
27	Locked	41	56	53
28	Locked	42	57	38
29	Locked	41	53	53
30	Locked	41	67	40
31	Locked	42	67	27

[GP1981]

So does anybody from Virgin care to comment ?

[Kath_P]

Hi GP1981, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having some issues with your services. Taking a look at things this end, I can see your downstream power levels are a little high. 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_P]

Hi GP1981,

Thanks for coming back to us 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.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.