Virgin Media Business Dropouts

[aic69420]

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 ID	Frequency (Hz)	Modulation	Potencia (dBmV)	Channel	SNR (dB)atio (dB)	Bytes	Correcteds	Uncorrectables
1	155000000	QAM256	9.599	3	36.609	389365219	9539614	0
2	139000000	QAM256	9.400	1	36.386	4194728023	5352779	0
3	147000000	QAM256	9.599	2	36.609	1949846790	7174705	0
4	163000000	QAM256	9.599	4	36.609	148401845	10467904	0
5	171000000	QAM256	9.400	5	36.609	148225777	14429637	0
6	179000000	QAM256	9.400	6	36.609	148165942	15307828	0
7	187000000	QAM256	9.400	7	36.609	148075045	16426078	0
8	195000000	QAM256	9.099	8	36.386	148229837	21266560	0
9	203000000	QAM256	8.599	9	36.386	85402068	30739178	0
10	211000000	QAM256	8.099	10	35.779	85017860	45879197	0
11	219000000	QAM256	7.800	11	35.779	85131494	59975252	0
12	227000000	QAM256	7.699	12	35.779	85351680	62459160	0
13	235000000	QAM256	8.099	13	35.779	83543712	50147426	0
14	243000000	QAM256	8.199	14	36.386	83582308	40705193	0
15	251000000	QAM256	8.099	15	35.779	84029190	42728326	0
16	259000000	QAM256	7.900	16	35.595	83696355	50027872	0
17	267000000	QAM256	8.000	17	35.779	88191012	49502399	0
18	275000000	QAM256	8.400	18	35.779	87814138	52375582	0
19	283000000	QAM256	8.500	19	35.779	87859176	49534437	0
20	291000000	QAM256	8.900	20	35.779	87990957	39292315	0
21	299000000	QAM256	8.900	21	35.595	87845815	38701551	0
22	307000000	QAM256	9.199	22	35.595	87970162	33319955	0
23	315000000	QAM256	9.699	23	35.595	88139612	20627199	0
24	323000000	QAM256	9.599	24	35.595	87902928	18219232	0
25	331000000	QAM256	9.300	25	35.595	103277534	22605283	0
26	339000000	QAM256	8.900	26	35.595	103251087	26852134	0
27	347000000	QAM256	8.599	27	35.083	102892093	30140793	9
28	355000000	QAM256	8.400	28	35.083	103030863	33108162	14
29	363000000	QAM256	8.400	29	35.595	103200879	27292554	14
30	371000000	QAM256	8.199	30	35.595	102733784	26421207	25
31	379000000	QAM256	7.800	31	34.925	103164470	31475903	25
32			false	0	false	0	0	0

[Client62]

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]

The huge number of error would be my concern too.

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

[aic69420]

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.

[aic69420]

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]

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.  

[aic69420]

Called the number, no outage so far.

[Client62]

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

[jpeg1]

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. 

[aic69420]

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