Speed issues/Downstream/Damage in the street?

[Dan_F]

Hi, hoping someone can help

On Wednesday a different cable company were (badly) laying pipework for FTTP outside my house - they were angle grinding around the junction box in the street.

Since then I have seen random disconnections/poor download speeds, on average around 350Mbps, when we should be around the 900Mbps mark. Upload seems fine.

The only issue I can spot is that downstream power levels look quite high (as below). There is no attenuator on this line. Would that sort the issue, or is there an issue in the street?

3.0 Downstream channels

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

25	331000000	14.4	40.4	QAM256	25
1	139000000	12.3	40.9	QAM256	1
2	147000000	12.4	40.9	QAM256	2
3	155000000	12.4	40.4	QAM256	3
4	163000000	12.3	40.9	QAM256	4
5	171000000	12.2	40.9	QAM256	5
6	179000000	12.3	40.9	QAM256	6
7	187000000	12.4	40.9	QAM256	7
8	195000000	12.6	40.4	QAM256	8
9	203000000	12.8	40.4	QAM256	9
10	211000000	13.2	40.9	QAM256	10
11	219000000	13.4	40.9	QAM256	11
12	227000000	13.6	40.9	QAM256	12
13	235000000	13.9	40.9	QAM256	13
14	243000000	14.1	40.9	QAM256	14
15	251000000	14.1	40.9	QAM256	15
16	259000000	14.4	40.9	QAM256	16
17	267000000	14.1	40.9	QAM256	17
18	275000000	14.1	40.9	QAM256	18
19	283000000	14.5	40.9	QAM256	19
20	291000000	14.7	40.4	QAM256	20
21	299000000	15.2	40.9	QAM256	21
22	307000000	14.8	40.4	QAM256	22
23	315000000	14.6	40.9	QAM256	23
24	323000000	14.3	40.9	QAM256	24
26	339000000	14.7	40.4	QAM256	26
27	347000000	15	40.9	QAM256	27
28	355000000	15.1	40.4	QAM256	28
29	363000000	15.3	40.4	QAM256	29
30	371000000	15.3	40.9	QAM256	30
31	379000000	15.1	40.9	QAM256	31

[Adduxi]

Power levels are indeed far too high.  As to where the problem is, only VM can answer that.

[Dan_F]

Thanks. Of course, sure. Should I find/fit the attenuator? Think it was a 6dB one?

[Adduxi]

That would bring it down, but it would still leave some channels over the top spec of +10.

Best to get a technician to move your connection in the cabinet taps.

[Dan_F]

Please forgive my ignorance, but what's the best way to do that?

[Adduxi]

You can phone in to Customer Services, or wait here a day or two for a VM Mod to pick this up and discuss with you.

[Dan_F]

OK, as things are functioning (but not as they should be) I will hold tight for a mod - purely so I don't have to try and explain this on the phone!

Thanks for your help.

[Martin_N]

Hi Dan_F,

Thank you for your post and welcome to the community.

I'm very sorry for the issues you've had with your broadband service. 

I have taken a look on our side and it looks as though you have already been able to speak with the team regarding this. 

If you do need any further assistance, please do let us know.

^Martin

[Dan_F]

Yes, engineer booked. Thank you.

[Martin_N]

You're welcome. Thank you for confirming. 

Please do let us know how the visit goes. 

^Martin