Upstream Modulation Changing

[avi68]

Hi,

I have a Hub 5 in modem mode. Ive noticed that the Upstream modulation has started to fluctuate between 32QAM and 64QAM. This has been happening for over a month now. Initially the modulation would drop to 16QAM and stay between 16 and 32. However, more recently its been sticking at 32QAM, then jumping to 64 and then going back to 32.

Speeds seem to be ok but I have started to notice random packet loss. Last Thursday evening packet loss was very bad but it seems to have stabilised. I have called CS multiple times but the script they follow doesnt seem to have an answer to my issue. Packet loss is still occurring, not as bad, just small amounts randomly. Dont know if anyone can see an issue with my levels?

Cable Modem Status
Item	Status	Type
Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
Channel Overview	Downstream	Upstream
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	331000000	6.9	41	QAM 256	25
2	139000000	9.4	40	QAM 256	1
3	147000000	9.3	40	QAM 256	2
4	155000000	9.2	40	QAM 256	3
5	163000000	8.9	40	QAM 256	4
6	171000000	8.8	39	QAM 256	5
7	179000000	8.5	39	QAM 256	6
8	187000000	8.4	39	QAM 256	7
9	195000000	8.3	39	QAM 256	8
10	203000000	8.1	39	QAM 256	9
11	211000000	8.2	39	QAM 256	10
12	219000000	8.1	39	QAM 256	11
13	227000000	7.8	38	QAM 256	12
14	235000000	7.6	38	QAM 256	13
15	243000000	7.3	38	QAM 256	14
16	251000000	7	39	QAM 256	15
17	259000000	6.8	39	QAM 256	16
18	267000000	6.7	39	QAM 256	17
19	275000000	6.6	39	QAM 256	18
20	283000000	6.5	40	QAM 256	19
21	291000000	6.7	40	QAM 256	20
22	299000000	6.7	40	QAM 256	21
23	307000000	7	40	QAM 256	22
24	315000000	7	40	QAM 256	23
25	323000000	7.1	41	QAM 256	24
26	339000000	7	41	QAM 256	26
27	347000000	6.7	41	QAM 256	27
28	355000000	6.7	41	QAM 256	28
29	363000000	6.5	41	QAM 256	29
30	371000000	6.5	41	QAM 256	30
31	379000000	6.5	41	QAM 256	31

3.0 Downstream channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	41	52	0
2	Locked	40	0	0
3	Locked	40	0	0
4	Locked	40	0	0
5	Locked	40	0	0
6	Locked	39	1	0
7	Locked	39	0	0
8	Locked	39	0	0
9	Locked	39	6	0
10	Locked	39	6	0
11	Locked	39	18	0
12	Locked	39	10	0
13	Locked	38	17	0
14	Locked	38	21	0
15	Locked	38	29	0
16	Locked	39	39	0
17	Locked	39	50	0
18	Locked	39	98	0
19	Locked	39	116	0
20	Locked	40	115	0
21	Locked	40	60	0
22	Locked	40	73	0
23	Locked	40	55	0
24	Locked	40	73	0
25	Locked	41	47	0
26	Locked	41	45	0
27	Locked	41	95	0
28	Locked	41	81	0
29	Locked	41	123	0
30	Locked	41	126	0
31	Locked	41	156	0

3.1 Downstream channels

Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
41	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)
41	Locked	41	4.9	809061304	65

3.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
0	49600000	44.5	5120	QAM 32	1
1	43100000	44.3	5120	QAM 32	2
2	36600000	44.3	5120	QAM 32	3
3	30100000	44	5120	QAM 32	4
4	23600000	43.8	5120	QAM 32	5

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	9	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
6	11	40.0	2K	QAM 256

3.1 Upstream channels

Channel	Channel Type	Number of Active Subcarriers	First Active Subcarrier (Hz)	T3 Timeouts	T4 Timeouts
6	OFDMA	220	74000000	0	0

[avi68]

[Matthew_ML]

Hey avi68, thank you for reaching out and I am sorry to see this.

Thank you for sending all these screenshots and evidence over.

I am going to send you a DM so we can look into this 

[avi68]

Replied, thank you 

[Beth_G]

Hi @avi68 

Thanks for getting back to me with your details via PM.

I've gone ahead and booked in an engineer appointment for you.

There’ll be no charge for this visit unless:

 The technician finds that the issue isn’t due to our network or equipment, for example if it relates to equipment or other systems not provided by us, or it’s been damaged.

 You miss the appointment for any reason, or someone over 18 isn’t in at the time of the appointment.

Otherwise, the appointment would be free of charge.

The technician will confirm if a charge is applicable and a £25 Appointment Charge or a £25 Missed Appointment Charge may be applied to your account.

If you need to change or cancel your appointment you can reply to the SMS you’ll receive, or you can manage this through the My Virgin Media App up to 4pm the day before the appointment.

Let us know how the visit goes and if you need anything else 😊

[avi68]

Hi Beth,

I dont understand why an engineer has been booked? Ive probably had over 5 engineers attend in the last 2 months. None of which could do anything. I was told the fault was currently with the networks team as there was a wider impact. There is physically nothing the engineers can do. 

Please also note that other members of this forum are also getting the disconnection issues on the days and times I have mentioned. So this isnt just isloated to me.

It would be better to get an update from the networks team to find out if they've found the issue, as having an engineer attend isnt going to help me much.

Thanks

[Ashleigh_C]

Hi @avi68 

We book an engineer when we can see that there are issues with the Hub specs that we cannot resolve ourselves. If there is work needed with the network teams then the engineer will be able diagnose and then raise this to the teams. We would book an engineer when there are issues showing that we cannot resolve ourselves.

[avi68]

Hi Ashleigh,

So if you can see issues why can’t the engineers that have attended not see any? Like previously mentioned it’s already raised with the networks team because the previous engineer raised it to them and they did see issues with my connection (they mentioned it to the engineer whilst he was at my property). This is why I have asked for an update from my previous post.

The rebooting issue, I’m not the only one having this, there are a few users on this forum reporting the exact same thing. So it would be nice to get an update on this or to even escalate to the appropriate teams so that the issue can be fixed.

[Daniel_Et]

Hi @avi68, thank you for your response.

What did the latest engineer to visit the property advise exactly in terms of any follow-up action that'd be taken?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[avi68]

Hi Daniel,

So the engineer called the networks team to ask them about the issues I have raised. Networks said they were not aware of any "rebooting" issues and they cant see any area issues. The networks team didnt seem that interested/helpful.

The engineer said he hasnt heard about the hub 5 rebooting issues but he did mention that the hub 5 has issues in modem mode. I told him I took it out of modem mode for one night and still had the reboot. 

The engineer found some issues (noise) on the internal cabling. I told him it was all replaced in October/November last year (so its fairly new cabling). He re-terminated both ends of the internal cable and changed the attenuator. 

So far the hub has not rebooted (which is a good sign) but I believe that isnt to do with what the engineer did. I believe it is something else on VM's side thats changed to stop the reboots. 

Power levels are looking a lot healthier, especially on the 3.1 US channels. The 3.0 US channels are not flapping like before. 

So at the moment I am happy with what the engineer has done and things are working well. I just hope it stays that way.

Thanks

[Viper-t]

I am having the same issues, also problems but with downstream 3.1 now, uncorrected errors, was having problems on upstream profile 11,13 too. Engineer rang me said my area bristol is well not good in his words... slightly different words. Hasn't rang back since, still waiting, complaints told me to get hold of faults, yet there is no ticket number for me to reference. Out at the min will post stats later. After 60 second no ethernet reset uncorrected errors presented on the 3.1 instantly daily profile changes, routing profile problem?.