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Virgin upgrade works has messed up power levels

madmanx
On our wavelength

Hi had some work on my local network done today as it says it was doing upgrade work to improve the services, 

But after being down for half the day when the hub came back online I saw the power levels are way out if sync now. The downstream before was between 0 and 3dbmv and the upstream dbmv was about 38 dmbv, now the downstream is +10 dbmv and the upstream is now around 34dbmv, do I need an engineer to fix it? I have a 6db forward path attenuater fitted at back of hub which i could change to a 10db forward path attenuator to bring down the downstream power levels but its the upstream I'm concerned about as its only 34dbmv?

Have I a problem now?

 

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Router status

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11387500009.838256 qam1
21467500009.538256 qam2
31547500009.538256 qam3
41627500009.538256 qam4
51707500009.638256 qam5
61787500009.538256 qam6
71867500009.538256 qam7
81947500009.638256 qam8
92027500009.638256 qam9
102107500009.538256 qam10
112187500009.638256 qam11
122267500009.638256 qam12
132347500009.838256 qam13
142427500009.638256 qam14
152507500009.838256 qam15
162587500009.838256 qam16
172667500001038256 qam17
182747500009.838256 qam18
192827500009.838256 qam19
202907500009.838256 qam20
212987500001038256 qam21
223067500001038256 qam22
233147500001038256 qam23
2432275000010.138256 qam24


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.960
2Locked38.660
3Locked38.660
4Locked38.950
5Locked38.670
6Locked38.650
7Locked38.6180
8Locked38.9150
9Locked38.950
10Locked38.960
11Locked38.640
12Locked38.970
13Locked38.950
14Locked38.950
15Locked38.940
16Locked38.650
17Locked38.660
18Locked38.640
19Locked38.950
20Locked38.960
21Locked38.660
22Locked38.950
23Locked38.950
24Locked38.950
73 REPLIES 73

madmanx
On our wavelength

madmanx_0-1711307066141.png

More packet loss and loads of t3 timeouts still, upstream qam still on 16 on one of the channels..

madmanx
On our wavelength

Hi thing is if they send an engineer out I don't know what he or she can do apart from changing the cables etc, that's been done so I think it should be passed on to networks as I'm sure it's a problem in the network, I don't know if forum team can check my neighbours that are on virgin and see if they have same problems too?

Thank you for updating @madmanx 

I have checked and I can see a few issues with the specs, we can get an engineer to come and take a look at this and if needed they can raise an order with our networking teams to take a look. First can I ask if you can perform a full factory reset as I can see the Hub has been up for over 2 weeks. 

Just in case you aren't aware you can do this by pushing a pin etc into the rest hole and holding in for 30 seconds, this will cause a full reset so if you have changed any Hub details they will revert to the originals, but you can change these back afterwards. 

Hi did a factory reset didn't make a difference, but for last few days the upstream qam has all stayed on 64qam and the broadband quality monitor has shown no packet loss which is good but the weather has been fine so its due to rain soon so be interesting to see if that mucks up the connection, particularly the upstream qam, also the downstream power levels are over 10 on some channels so maybe I should get an engineer to lower them, I have a 6db forward path attenuator on hub but I need a 10db to bring them down, I wonder if virgin could send me one?or get an engineer to bring me one to my property? And I put it on? I've tried to buy one but can't find one anywhere! Maybe I should get an engineer out to fit one? Although I can fit it myself, what do u guys think?

Here's my upstream statistics now.

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Router status

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
12359995634.3512064 qam5
23660002934.5512064 qam3
34310000034.8512064 qam2
43010004034.3512064 qam4
54960001435512064 qam1


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0010
3ATDMA0020
4ATDMA0020
5ATDMA0010

madmanx
On our wavelength

madmanx_0-1711932422107.png

Here's my graph , what should I do? I still think it's a network fault when the upstream has noise not to do with anything at my property. I will see if forum team thinks I still need an engineer, but would appreciate any thoughts...especially about getting one out to lower downstream power levels.

madmanx
On our wavelength
Welcome back!
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Router status

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12027500009.538256 qam9
21387500009.538256 qam1
31467500009.338256 qam2
41547500009.338256 qam3
51627500009.438256 qam4
61707500009.438256 qam5
71787500009.438256 qam6
81867500009.438256 qam7
91947500009.438256 qam8
102107500009.438256 qam10
112187500009.438256 qam11
122267500009.438256 qam12
132347500009.338256 qam13
14242750000938256 qam14
152507500008.838256 qam15
162587500008.538256 qam16
172667500009.438256 qam17
182747500009.638256 qam18
192827500009.838256 qam19
202907500009.938256 qam20
2129875000010.138256 qam21
223067500001038256 qam22
2331475000010.138256 qam23
2432275000010.338256 qam24


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.9250
2Locked38.9130
3Locked38.9130
4Locked38.6140
5Locked38.9290
6Locked38.9360
7Locked38.6230
8Locked38.6260
9Locked38.9240
10Locked38.9170
11Locked38.9150
12Locked38.6190
13Locked38.6250
14Locked38.6250
15Locked38.9300
16Locked38.9380
17Locked38.6270
18Locked38.6190
19Locked38.6340
20Locked38.9260
21Locked38.6120
22Locked38.6130
23Locked38.6140
24Locked38.9340

Thank you @madmanx 

I have taken a look and I can see a few issues on the Hub specs that will require us to get an engineer out to take a look. 

I will pop you a PM across now so we can arrange this, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

Hello again @madmanx 
Thanks so much for your private message and confirming your address, I have now booked you a visit for your connection – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
 

Sephiroth
Alessandro Volta

The downstream power level is fine.  Don’t worry about it.   The upstream QAM is a potential problem.  The Networks Team should be the ones looking at this, not a field tech.  If there is noise on the line, Networks will know about it as this is alarmed.  However, the QAM fluctuation is normal DOCSIS behaviour because the mission is to set the data density to a level that maintains data integrity; this comes at a cost in terms of upstream speed.

The field tech will prolly check that there is no noise induction from your end.  Therefore a quickie check with your neighbours might assist to see how their connections are performing.

Seph - ( DEFROCKED - My advice is at your risk)

madmanx
On our wavelength

Thanks for replying seph, nice to see u back, so is the downstream power levels at 10.3 OK? I though? they have to be under 10?  Also the upstream qam is behaving a little better now all on 64qam but they could change especially if it rains  then it starts playing up again for reason? Is that normal? I've checked the cable connection outside my house where the drop cable connects to the cable that goes inside my house seems to be OK it is inside the brown omnibox, I don't know if the connection outside should have some waterproof tape on it ot not to keep it waterproof?

I rang virgin to change appointment as I can't do Monday and It won't let me change it but when it done its checks it said there is an intermittent problem with my connection? 

Strange thing is is that the thinkbroadband quality monitor looks fine and the upstream qam seem fine apart from some t3 time outs so should I let technician Come to check connection? Or shall I cancel it If the connection seems ok? What do u recommend seph?