Virgin Media Community

[tomuk1]

My superhub 4 stopped working so yesterday an engineer came and upgraded me to a superhub 5. Since the change to the superhub 5 I've been having packet loss in games using my wired ethernet connection - Can someone take a look at my line stats and tell me if they notice any issues ? Speedtest is absolutely fine, no issues with that, I'm getting a full 1gb on fast.com. I never ever had packet loss before on the superhub 4 and this has only started to happen since moving over to the superhub 5

Cable Modem StatusItem Status Comments

Acquired Downstream Channel(Hz)	330000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

Downstream bonded channels

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

1	330000000	1.9	42	QAM 256	25
2	162000000	1.2	42	QAM 256	4
3	170000000	1.1	42	QAM 256	5
4	178000000	1.2	42	QAM 256	6
5	186000000	1.4	42	QAM 256	7
6	194000000	1.8	42	QAM 256	8
7	202000000	2	42	QAM 256	9
8	210000000	2.1	42	QAM 256	10
9	218000000	2.2	42	QAM 256	11
10	226000000	2.1	42	QAM 256	12
11	234000000	2	42	QAM 256	13
12	242000000	2	42	QAM 256	14
13	250000000	1.9	42	QAM 256	15
14	258000000	2	42	QAM 256	16
15	266000000	2	42	QAM 256	17
16	274000000	2	42	QAM 256	18
17	282000000	2	42	QAM 256	19
18	290000000	2	42	QAM 256	20
19	298000000	2	42	QAM 256	21
20	306000000	1.9	42	QAM 256	22
21	314000000	1.9	42	QAM 256	23
22	322000000	1.9	42	QAM 256	24
23	338000000	2.1	42	QAM 256	26
24	346000000	2.2	42	QAM 256	27
25	354000000	2.3	42	QAM 256	28
26	362000000	2.4	42	QAM 256	29
27	370000000	2.3	42	QAM 256	30
28	378000000	2.4	42	QAM 256	31
29	386000000	2.5	42	QAM 256	32
30	394000000	2.6	42	QAM 256	33
31	402000000	2.7	42	QAM 256	34

Downstream bonded channels

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

1	Locked	42	0	0
2	Locked	42	0	0
3	Locked	42	0	0
4	Locked	42	0	0
5	Locked	42	0	0
6	Locked	42	0	0
7	Locked	42	0	0
8	Locked	42	0	0
9	Locked	42	0	0
10	Locked	42	0	0
11	Locked	42	0	0
12	Locked	42	0	0
13	Locked	42	0	0
14	Locked	42	0	0
15	Locked	42	0	0
16	Locked	42	0	0
17	Locked	42	0	0
18	Locked	42	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	42	0	0
22	Locked	42	0	0
23	Locked	42	0	0
24	Locked	42	0	0
25	Locked	42	0	0
26	Locked	42	0	0
27	Locked	42	0	0
28	Locked	42	0	0
29	Locked	42	0	0
30	Locked	42	0	0
31	Locked	42	0	0

Upstream bonded channels

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

0	49600000	49.8	5120	QAM 64	1
1	43100000	50.3	5120	QAM 64	2
2	36600000	51.3	5120	QAM 64	3
3	30100000	51.8	5120	QAM 64	4
4	23600000	52	5120	QAM 64	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[Anonymous]

Upstream power levels are too high. It may need a VM engineer. Call it in as a fault. 

[tomuk1]

Thanks for the reply, I called and they booked an engineer in for tomorrow

What is the maximum the power levels should be so I can make sure the engineer has adjusted it properly

Thanks

[Anonymous]

Ideally under 50. The full guide is at https://community.virginmedia.com/t5/Networking-and-WiFi/POWER-LEVELS-amp-SNR-A-TECHNICAL-PRIMER-upd...

[tomuk1]

Engineer came and put in a power adapter to bring down the upstream power level, this is what the levels are now. Can you take a look and confirm all looks good 

Downstream bonded channels

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

1	330000000	7.3	41	QAM 256	25
2	138000000	6.4	41	QAM 256	1
3	146000000	6.4	41	QAM 256	2
4	154000000	6.4	41	QAM 256	3
5	162000000	6.5	41	QAM 256	4
6	170000000	6.3	41	QAM 256	5
7	178000000	6.3	41	QAM 256	6
8	186000000	6.6	41	QAM 256	7
9	194000000	7	42	QAM 256	8
10	202000000	7.2	41	QAM 256	9
11	210000000	7.4	42	QAM 256	10
12	218000000	7.6	42	QAM 256	11
13	226000000	7.4	42	QAM 256	12
14	234000000	7.4	42	QAM 256	13
15	242000000	7.3	42	QAM 256	14
16	250000000	7.3	42	QAM 256	15
17	258000000	7.4	42	QAM 256	16
18	266000000	7.4	42	QAM 256	17
19	274000000	7.5	42	QAM 256	18
20	282000000	7.5	42	QAM 256	19
21	290000000	7.5	42	QAM 256	20
22	298000000	7.5	42	QAM 256	21
23	306000000	7.5	42	QAM 256	22
24	314000000	7.4	42	QAM 256	23
25	322000000	7.4	41	QAM 256	24
26	338000000	7.5	42	QAM 256	26
27	346000000	7.8	42	QAM 256	27
28	354000000	7.9	42	QAM 256	28
29	362000000	8	42	QAM 256	29
30	370000000	7.9	42	QAM 256	30
31	378000000	8.2	42	QAM 256	31

Downstream bonded channels

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

1	Locked	41	0	0
2	Locked	41	1	0
3	Locked	41	1	0
4	Locked	41	0	0
5	Locked	41	0	0
6	Locked	41	0	0
7	Locked	41	0	0
8	Locked	41	0	0
9	Locked	42	0	0
10	Locked	41	0	0
11	Locked	42	0	0
12	Locked	42	0	0
13	Locked	42	0	0
14	Locked	42	0	0
15	Locked	42	0	0
16	Locked	42	0	0
17	Locked	42	0	0
18	Locked	42	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	42	0	0
22	Locked	42	0	0
23	Locked	42	0	0
24	Locked	42	0	0
25	Locked	41	0	0
26	Locked	42	0	0
27	Locked	42	0	0
28	Locked	42	0	0
29	Locked	42	0	0
30	Locked	42	0	0
31	Locked	42	0	0

Upstream bonded channels

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

0	49600000	45	5120	QAM 64	1
1	43100000	45.8	5120	QAM 64	2
2	36600000	46.5	5120	QAM 64	3
3	30100000	47	5120	QAM 64	4
4	23600000	47	5120	QAM 64	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

Thanks 

[Zach_R]

Hi @tomuk1,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm so sorry to hear that you faced some connection issues recently, but it's great that you got a technician visit sorted out so quickly. How did the visit go? How are your services today?

Thanks,
 

[tomuk1]

The engineer came and installed a power adapter to bring down some of the levels, however packet loss has returned today. Here are my current stats from the router, I'm noticing some errors, are these what could be causing the packet loss? 

Item Status Comments

Acquired Downstream Channel(Hz)	330000000	Locked
Ranged Upstream Channel(Hz)	49600000	Ranged
Provisioning State	Online	Operational

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

1	330000000	7.4	42	QAM 256	25
2	138000000	6.4	41	QAM 256	1
3	146000000	6.5	41	QAM 256	2
4	154000000	6.4	41	QAM 256	3
5	162000000	6.5	41	QAM 256	4
6	170000000	6.3	41	QAM 256	5
7	178000000	6.4	41	QAM 256	6
8	186000000	6.6	41	QAM 256	7
9	194000000	7.1	41	QAM 256	8
10	202000000	7.4	42	QAM 256	9
11	210000000	7.6	42	QAM 256	10
12	218000000	7.8	42	QAM 256	11
13	226000000	7.6	42	QAM 256	12
14	234000000	7.6	42	QAM 256	13
15	242000000	7.4	42	QAM 256	14
16	250000000	7.4	42	QAM 256	15
17	258000000	7.4	42	QAM 256	16
18	266000000	7.4	42	QAM 256	17
19	274000000	7.5	42	QAM 256	18
20	282000000	7.5	42	QAM 256	19
21	290000000	7.6	42	QAM 256	20
22	298000000	7.5	42	QAM 256	21
23	306000000	7.5	42	QAM 256	22
24	314000000	7.4	42	QAM 256	23
25	322000000	7.5	41	QAM 256	24
26	338000000	7.7	42	QAM 256	26
27	346000000	7.9	42	QAM 256	27
28	354000000	7.9	42	QAM 256	28
29	362000000	8	42	QAM 256	29
30	370000000	7.9	42	QAM 256	30
31	378000000	8.1	42	QAM 256	31

Downstream bonded channels

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

1	Locked	42	2	0
2	Locked	41	0	0
3	Locked	41	0	0
4	Locked	41	0	0
5	Locked	41	0	0
6	Locked	41	1	0
7	Locked	41	0	0
8	Locked	41	0	0
9	Locked	41	0	0
10	Locked	42	0	0
11	Locked	42	0	0
12	Locked	42	0	0
13	Locked	42	0	0
14	Locked	42	0	0
15	Locked	42	0	0
16	Locked	42	0	0
17	Locked	42	0	0
18	Locked	42	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	42	0	0
22	Locked	42	0	0
23	Locked	42	0	0
24	Locked	42	1	0
25	Locked	41	1	0
26	Locked	42	1	0
27	Locked	42	0	0
28	Locked	42	0	0
29	Locked	42	1	0
30	Locked	42	1	0
31	Locked	42	1	0

Upstream bonded channels

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

0	49600000	45.5	5120	QAM 16	1
1	43100000	46	5120	QAM 16	2
2	36600000	46.8	5120	QAM 16	3
3	30100000	47.3	5120	QAM 16	4
4	23600000	47.3	5120	QAM 16	9

Upstream bonded 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	2	0
4	ATDMA	0	0	2	0

[Anonymous]

All five upstream Modulation levels are out. 

[tomuk1]

What should they be? I thought anything under 50 was fine ? 

[Anonymous]

Modulation not power. QAMs should be 64.