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Virgin Media Business Dropouts

aic69420
Tuning in

Hi, just recently had an engineer out to fix dropouts out but to no avail. Checked the Hitron's DOCSIS logs and get loads of Error and Correctable/Uncorrectable faults with speeds dropping during the day.

Here are some of the logs:

Downstream Overview

Port IDFrequency (Hz)ModulationPotencia (dBmV)ChannelSNR (dB)atio (dB)BytesCorrectedsUncorrectables
1155000000QAM2569.599336.60938936521995396140
2139000000QAM2569.400136.386419472802353527790
3147000000QAM2569.599236.609194984679071747050
4163000000QAM2569.599436.609148401845104679040
5171000000QAM2569.400536.609148225777144296370
6179000000QAM2569.400636.609148165942153078280
7187000000QAM2569.400736.609148075045164260780
8195000000QAM2569.099836.386148229837212665600
9203000000QAM2568.599936.38685402068307391780
10211000000QAM2568.0991035.77985017860458791970
11219000000QAM2567.8001135.77985131494599752520
12227000000QAM2567.6991235.77985351680624591600
13235000000QAM2568.0991335.77983543712501474260
14243000000QAM2568.1991436.38683582308407051930
15251000000QAM2568.0991535.77984029190427283260
16259000000QAM2567.9001635.59583696355500278720
17267000000QAM2568.0001735.77988191012495023990
18275000000QAM2568.4001835.77987814138523755820
19283000000QAM2568.5001935.77987859176495344370
20291000000QAM2568.9002035.77987990957392923150
21299000000QAM2568.9002135.59587845815387015510
22307000000QAM2569.1992235.59587970162333199550
23315000000QAM2569.6992335.59588139612206271990
24323000000QAM2569.5992435.59587902928182192320
25331000000QAM2569.3002535.595103277534226052830
26339000000QAM2568.9002635.595103251087268521340
27347000000QAM2568.5992735.083102892093301407939
28355000000QAM2568.4002835.0831030308633310816214
29363000000QAM2568.4002935.5951032008792729255414
30371000000QAM2568.1993035.5951027337842642120725
31379000000QAM2567.8003134.9251031644703147590325
32  false0false000
1 ACCEPTED SOLUTION

Accepted Solutions

Hi @aic69420 👋.

Thanks for reaching out to us. Apologies that you are having issues with your service, I am afraid that we cannot assist you as this is the community forum for residential customers and not business. Please head to this link 👉 Business for further assistance.

Sabrina

See where this Helpful Answer was posted

16 REPLIES 16

Client62
Hero

Signal Level Checks

Downstream Power Levels of -7 to +7 dBmV are preferred, +10dBmV is the max acceptable, with a SNR of 33dB or higher across all DOCSIS 3.0 channels. Rising error counts across many channels is a current service noise fault.

Upstream
Power Levels of 35 to 49 dBmV are preferred, with QAM 64 Modulation mode across four to six DOCSIS 3.0 channels.  Seeing QAM 32/16 is a current service noise fault.

Client62
Hero

The huge number of error would be my concern too.

Call 0800 561 0061, see if there is a known fault in your street.

and this is my issue, I called Virgin media business customer service, been out with to engineers so far, both of them just kill the internet, one reterminated the COAX end and ended up starting the errors, the other also reterminated the end and ended with THOUSANDS of errors, DRW and P1.6hi errors which is crazy as I don't even know how an engineer can bodge a job like that.

Seems like my SNR levels on some of the channels are too high, I am really close to the cabinet (as in right outside my gate) but I do already have a 3db attenuator. Seems as though it's a cab issue or the attenuator at the end of my Hitron

Client62
Hero

Considering how strong the Down stream Power levels are, the SNR are oddly low.
All those Downstream Errors are a clear sign of a some kind of service problem.

For comparison our DS Power levels are about -4.5dBmV with SNRs all at 38 & total of all the errors is about 100.  

Called the number, no outage so far.

Client62
Hero

If the DS errors are still increasing the fault could be limited to your cable.

jpeg1
Alessandro Volta

Another possible cause of noise is a fault on another subscriber's (residential or business) connection to the same cabinet.

The visiting technician should have checked for this. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

The only possibility is the TWO broken coax ports on the actual cabinet which is the most likely reason why.