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Superhub 5 power levels too high, unreliable connection, no docsis 3.1 channels, Gig1

drapley
Joining in

We recently upgraded our hub 3 to a superhub 5 and upgraded our speed from m500 to 1gig (volt benefit). Before the speed upgrade our power levels were already too high (upto +12dBmV) but the connection was somewhat stable and managed to get the full 500mbit. After the upgrade to 1gig, our downstream power levels are now upto +15dBmV and struggle to get full speed on wired (massive amount of Pre RS errors). I am also unable to see any docsis 3.1 channels (31 downstream and 5 upstream).

I believe the cause of these problems to be the fact our downstream power levels are way out of spec. How can we go about booking an engineer to sort our power levels and lack of 3.1 channels?

Thank you!

superhub5-1-221029.pngsuperhub5-2-221029.pngsuperhub5-3-221029.pngsuperhub5-4-221029.pngsuperhub5-5-221029.png

 

Item Status Comments
Acquired Downstream Channel(Hz) 139000000 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 139000000 12.2 39 QAM 256 1
2 147000000 12.2 39 QAM 256 2
3 155000000 11.1 39 QAM 256 3
4 163000000 9.9 39 QAM 256 4
5 171000000 9.6 39 QAM 256 5
6 179000000 10.7 39 QAM 256 6
7 187000000 12.8 40 QAM 256 7
8 195000000 13.3 40 QAM 256 8
9 203000000 12.7 40 QAM 256 9
10 211000000 13.4 40 QAM 256 10
11 219000000 13.5 40 QAM 256 11
12 227000000 13.3 39 QAM 256 12
13 235000000 13.2 40 QAM 256 13
14 243000000 13.3 40 QAM 256 14
15 251000000 12.9 40 QAM 256 15
16 259000000 12.4 40 QAM 256 16
17 267000000 11.6 40 QAM 256 17
18 275000000 12.5 40 QAM 256 18
19 283000000 12.7 40 QAM 256 19
20 291000000 12.5 40 QAM 256 20
21 299000000 13.5 41 QAM 256 21
22 307000000 14 41 QAM 256 22
23 315000000 15 41 QAM 256 23
24 323000000 14.3 40 QAM 256 24
25 331000000 14.1 40 QAM 256 25
26 339000000 14.5 40 QAM 256 26
27 347000000 15.5 40 QAM 256 27
28 355000000 14.8 40 QAM 256 28
29 363000000 14.9 41 QAM 256 29
30 371000000 13.8 41 QAM 256 30
31 379000000 13 40 QAM 256 31
Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 39 7554717 0
2 Locked 39 7372958 0
3 Locked 39 8740030 0
4 Locked 39 9792198 0
5 Locked 39 11223814 1235
6 Locked 39 12240003 0
7 Locked 40 12289317 0
8 Locked 40 12772734 0
9 Locked 40 13767398 0
10 Locked 40 14093430 0
11 Locked 40 14361024 0
12 Locked 39 15976212 0
13 Locked 40 15951467 0
14 Locked 40 16113607 0
15 Locked 40 16140427 0
16 Locked 40 14597787 0
17 Locked 40 15505368 0
18 Locked 40 15989249 0
19 Locked 40 15683471 0
20 Locked 40 15124595 0
21 Locked 41 13669069 0
22 Locked 41 13125094 0
23 Locked 41 10789479 0
24 Locked 40 10666053 0
25 Locked 40 9866624 0
26 Locked 40 9929273 0
27 Locked 40 10054106 0
28 Locked 40 9995078 0
29 Locked 41 10799384 0
30 Locked 41 12096402 0
31 Locked 40 13354494 0

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 49600000 47.8 5120 QAM 64 1
1 43100000 49 5120 QAM 64 2
2 36600000 46.5 5120 QAM 64 3
3 30100000 47.5 5120 QAM 64 4
4 23600000 49 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

 


General Configuration

Network access Allowed
Maximum Number of CPEs 1
Baseline Privacy Enabled
DOCSIS Mode 3.1
Config file 69834ncxv9873254k;fg87dsf
Primary Downstream Service Flow

SFID 6946
Max Traffic Rate 1150000270 bps
Max Traffic Burst 42600bytes
Min Traffic Rate 0 bps
Primary Upstream Service Flow

SFID 6945
Max Traffic Rate 55000270 bps
Max Traffic Burst 42600bytes
Min Traffic Rate 0 bps
Max Concatenated Burst 16320bytes
Scheduling Type Best Effort

 


Network Log

Time Priority Description
29-10-2022 10:52:17 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 10:52:17 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 10:42:11 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 10:42:11 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 09:21:30 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 09:21:30 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 09:11:23 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 09:11:23 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 08:51:10 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 08:51:10 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 08:30:59 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 08:30:59 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 05:49:59 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 05:49:59 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 05:29:42 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 05:29:42 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 04:29:20 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 04:29:20 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 04:09:07 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 04:09:07 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 03:59:01 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 03:59:01 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 03:48:57 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 03:48:57 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 03:18:43 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 03:18:43 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 03:08:33 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 03:08:33 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 02:58:29 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 02:58:29 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 02:48:20 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2022 02:48:20 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

10 REPLIES 10

Tudor
Very Insightful Person
Very Insightful Person

Unless there is an area fault, you will need a technician’s visit to fix it. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

drapley
Joining in

Still experiencing problems with our connection. Power levels are still too high and getting random spikes of packet loss. Service status webpage doesn't show any issues in my area - "We can’t see any issues affecting X". Also I still can't see any docsis 3.1 channels in hub settings.

We didn't have any problems on m500. Only started having issues after upgrading to Gig1 (at the same time our downstream power levels went from max +11db to upto +16db).

c0d9d68f60cd2d75b50a12ed205c1c641cee0a7e.png

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
113900000013.237QAM 2561
21470000001338QAM 2562
315500000011.938QAM 2563
416300000010.837QAM 2564
517100000010.537QAM 2565
617900000011.937QAM 2566
718700000013.938QAM 2567
819500000014.538QAM 2568
920300000013.938QAM 2569
1021100000014.538QAM 25610
1121900000014.538QAM 25611
1222700000014.338QAM 25612
1323500000014.138QAM 25613
1424300000014.138QAM 25614
152510000001438QAM 25615
1625900000013.538QAM 25616
1726700000012.638QAM 25617
1827500000013.438QAM 25618
1928300000013.738QAM 25619
2029100000013.538QAM 25620
2129900000014.338QAM 25621
2230700000014.938QAM 25622
233150000001639QAM 25623
2432300000015.238QAM 25624
2533100000014.838QAM 25625
2633900000015.238QAM 25626
2734700000016.439QAM 25627
2835500000015.739QAM 25628
2936300000015.838QAM 25629
3037100000014.938QAM 25630
313790000001438QAM 25631

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37111833740
2Locked38109794380
3Locked38129365460
4Locked37144529790
5Locked3715279260970
6Locked37178440380
7Locked38179217990
8Locked38185569180
9Locked38199187520
10Locked38203638100
11Locked38207595700
12Locked38230041710
13Locked38230103550
14Locked38231953930
15Locked38231932340
16Locked38210265020
17Locked38222682150
18Locked38230012820
19Locked38224940360
20Locked38216546070
21Locked38196732330
22Locked38189211450
23Locked39155712140
24Locked38153959070
25Locked38142339130
26Locked38143185720
27Locked39144658400
28Locked39143835930
29Locked38154819810
30Locked38172801750
31Locked38198021060

 

 

Network Log

Time Priority Description
01-11-2022 16:31:56noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 16:30:43noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 16:26:15noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 14:51:47warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 14:51:47noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 14:41:37noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 14:41:37warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 09:08:14noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 08:48:21noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 08:06:12noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 08:03:57noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 07:17:21noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 07:14:37noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 06:37:42warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 06:37:42noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 06:27:36warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 06:27:36noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 03:36:15noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 03:35:55warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 03:35:55noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 03:35:52noticeREGISTRATION COMPLETE - Waiting for Operational status
01-11-2022 03:35:46warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 03:35:46warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 03:35:46warningDynamic Range Window violation
01-11-2022 03:35:46warningDynamic Range Window violation
01-11-2022 03:35:46warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 03:35:46warningDynamic Range Window violation
01-11-2022 03:35:46warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 03:35:41noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 03:35:37noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 03:35:35warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2022 03:35:33noticeHonoring MDD; IP provisioning mode = IPv4

Hi drapley,

Thanks for posting and welcome to our community 🙂

I'm sorry to hear you've been having some issues with your connection.

I've had a look at things from our side and Tudor is right, you will need an engineer visit. I'll need a few details from you first so I've popped you over a private message (purple envelope, top right hand corner)

Alex_Rm

Thanks for popping your details over via private message drapley 🙂

I've arranged an engineer visit for you now, you can view the time and date of the appointment via your online account here

Alex_Rm

drapley
Joining in

We had an engineer visit on 7th November. I believed they installed some attentuators to fix the high power level (downstream power levels now range from +0.4dBmv to +7.9dBmv). The engineer was able to see the high amount of pre rs errors on the line and said a repull was required. He noted that the cable to our property was likely over 20 years old (as it was really thick) and has been spliced together multiple times (repaired multiple times). As a quick fix, he replaced the small length from the exterior brown wall box to the pavement but said a repull was required. The engineer booked in a repull for 16th Novemeber (yesterday). Early yesterday morning we noticed a flap open on the pavement outside our property with what looked to be a small length of cable sticking out, but within an hour or so it had been shut. The problem is, the repull either didn't happen yesterday or it wasn't connected to our exterior wall box (the same temporary fix cable is in place, and there was zero downtime - nothing on bqm, so the cable was never unplugged).

Please could you provide us with an update on the status of the repull? We are still experiencing a high amount of pre rs errors and spikes of packet loss.

Thank you!

Morning drapley

Thanks for coming back to the thread. I have checked this and it's been rescheduled for you to the 29th November, this is due to no access to the pit to be able to do the repull. 

You should be able to track any appointments in your online account - virg.in/myVM 

Best wishes,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

We are still waiting on the repull.

The original appointment for a repull was 16th November 2022 - almost 5 months ago! The appointment date comes, nothing happens (nor do we hear anything), then the next day we get a new date for 2 weeks later - endless loop.

We were originally told there was a blockage preventing the repull and that they would seek permission to dig to clear the blockage. The following couple of appointment dates, we received phone call updates that were confusing and each time the repull was pushed back 3 weeks or more. If I remember correctly, we had calls telling us they needed permission to dig down, then permission to dig across, then the original permission had expired so they had to reapply. Something along those lines. During those months we didn't see any works outside of our property so we doubt they ever happened.

We haven't heard anything for months now. The appointment just keeps being pushed back 2 weeks, every 2 weeks.

The initial engineer visit on the 7th November 2022 determined a cable repull was required. We are still seeing errors across all channels, and low level packet loss on bqm.

Please can you provide us an update on the status of the repull?

I would be interested to know what works have been completed so far and what we are still waiting on before a repull can be done?

Kind Regards,
DR.

Zoie_P
Forum Team (Retired)
Forum Team (Retired)

Hi @drapley 👋,

Thank you for your update on the thread.
I am sorry to hear that this work has still not been carried out. I can take a look into this for you 😊
I will pop you over a PM, so I can get some details so keep an eye out for the little envelope 👀📩

Thanks,

Zoie

Viper-t
Fibre optic

DISGUSTING!! The lies at vm now is incredible i will be using some posts here for my court case of them saying they have done fixes but havent done anything, ive had the same. unbelievable the way customers are lied to so blatantly now.