Post RS erros

[Brezzz]

Hi

Could virgin please take a look at my connection. I am suffering from packet loss and latency related issues. I have noticed that my post RS errors seem to be high. A virgin tech added a 3db forward path on a previous visit around 6 months ago, but I have since upgraded to the hub 5 and 1gbps. I have checked all internal cabling and factory reset the hub.

Many Thanks

[Brezzz]

Downstream bonded channels

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

1	227000000	8	38	QAM 256	12
2	195000000	8.3	37	QAM 256	8
3	203000000	7.9	38	QAM 256	9
4	211000000	8.5	38	QAM 256	10
5	219000000	8.4	38	QAM 256	11
6	235000000	8.5	38	QAM 256	13
7	243000000	7.8	37	QAM 256	14
8	251000000	8.2	38	QAM 256	15
9	259000000	8.2	38	QAM 256	16
10	267000000	8.1	38	QAM 256	17
11	275000000	9.1	38	QAM 256	18
12	283000000	8.7	38	QAM 256	19
13	291000000	9.7	39	QAM 256	20
14	299000000	9.5	39	QAM 256	21
15	307000000	9.2	39	QAM 256	22
16	315000000	9.8	39	QAM 256	23
17	323000000	9	39	QAM 256	24
18	331000000	9.8	39	QAM 256	25
19	339000000	9.6	39	QAM 256	26
20	347000000	9.4	39	QAM 256	27
21	355000000	10	39	QAM 256	28
22	363000000	9.1	39	QAM 256	29
23	371000000	9.8	39	QAM 256	30
24	379000000	9.6	39	QAM 256	31
25	387000000	9.5	39	QAM 256	32
26	395000000	10.4	39	QAM 256	33
27	403000000	9.6	39	QAM 256	34
28	411000000	10.2	39	QAM 256	35
29	419000000	9.3	39	QAM 256	36
30	523000000	9.5	39	QAM 256	37
31	531000000	10.6	39	QAM 256	38

[Brezzz]

Downstream bonded channels

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

1	Locked	38	10456	567
2	Locked	37	12302	2178
3	Locked	38	10804	1710
4	Locked	38	10192	1240
5	Locked	38	10185	850
6	Locked	38	10430	354
7	Locked	37	10222	145
8	Locked	38	8822	14
9	Locked	38	6603	10
10	Locked	38	4337	0
11	Locked	38	2686	0
12	Locked	38	1795	0
13	Locked	39	866	0
14	Locked	39	335	0
15	Locked	39	56	0
16	Locked	39	11	0
17	Locked	39	12	0
18	Locked	39	2	0
19	Locked	39	0	0
20	Locked	39	2	0
21	Locked	39	0	0
22	Locked	39	1	0
23	Locked	39	2	0
24	Locked	39	3	0
25	Locked	39	2	0
26	Locked	39	2	0
27	Locked	39	2	0
28	Locked	39	2	0
29	Locked	39	1	0
30	Locked	39	2	0
31	Locked	39	3	0

[Brezzz]

Upstream bonded channels

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

0	49600000	43.3	5120	QAM 64	1
1	43100000	43	5120	QAM 64	2
2	36600000	42.5	5120	QAM 64	3
3	30100000	42.5	5120	QAM 64	4
4	23600000	42.5	5120	QAM 64	5

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	0	0

[Kath_F]

Hi Brezzz, 

Thanks for posting on our Community ⭐

We're sorry to hear you've been having some issues with your connection. 

Checking things this end, we can see that you've been able to book an engineer. They will be able to check your connection with you and resolve issues there and then. If further work is required then they will discuss you on the visit too. 

Keep us posted with how things go and remember we're here to help if you need anything else. 

Thanks,

[Brezzz]

Hi

Thank you for your reply. The engineer came and replaced every part of my connection but I am still having the same issues. Any chance you could look further into this please?

Many Thanks

[David_Bn]

Good Morning @Brezzz, thanks for coming back to us and I'm sorry to hear that this is still ongoing.

I understand that a follow up engineer booking has been issued to you and for details of the time and date of the appointment, and 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.

Furthermore, I'd need to advise that;

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.

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.

Please ensure there is someone over the age of 18 present at the time of the visit.

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.

Kindest regards,

David_Bn