Virgin upgrade works has messed up power levels

[madmanx]

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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Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	138750000	9.8	38	256 qam	1
2	146750000	9.5	38	256 qam	2
3	154750000	9.5	38	256 qam	3
4	162750000	9.5	38	256 qam	4
5	170750000	9.6	38	256 qam	5
6	178750000	9.5	38	256 qam	6
7	186750000	9.5	38	256 qam	7
8	194750000	9.6	38	256 qam	8
9	202750000	9.6	38	256 qam	9
10	210750000	9.5	38	256 qam	10
11	218750000	9.6	38	256 qam	11
12	226750000	9.6	38	256 qam	12
13	234750000	9.8	38	256 qam	13
14	242750000	9.6	38	256 qam	14
15	250750000	9.8	38	256 qam	15
16	258750000	9.8	38	256 qam	16
17	266750000	10	38	256 qam	17
18	274750000	9.8	38	256 qam	18
19	282750000	9.8	38	256 qam	19
20	290750000	9.8	38	256 qam	20
21	298750000	10	38	256 qam	21
22	306750000	10	38	256 qam	22
23	314750000	10	38	256 qam	23
24	322750000	10.1	38	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	6	0
2	Locked	38.6	6	0
3	Locked	38.6	6	0
4	Locked	38.9	5	0
5	Locked	38.6	7	0
6	Locked	38.6	5	0
7	Locked	38.6	18	0
8	Locked	38.9	15	0
9	Locked	38.9	5	0
10	Locked	38.9	6	0
11	Locked	38.6	4	0
12	Locked	38.9	7	0
13	Locked	38.9	5	0
14	Locked	38.9	5	0
15	Locked	38.9	4	0
16	Locked	38.6	5	0
17	Locked	38.6	6	0
18	Locked	38.6	4	0
19	Locked	38.9	5	0
20	Locked	38.9	6	0
21	Locked	38.6	6	0
22	Locked	38.9	5	0
23	Locked	38.9	5	0
24	Locked	38.9	5	0

[madmanx]

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

[madmanx]

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?

[Ashleigh_C]

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. 

[madmanx]

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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Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	23599956	34.3	5120	64 qam	5
2	36600029	34.5	5120	64 qam	3
3	43100000	34.8	5120	64 qam	2
4	30100040	34.3	5120	64 qam	4
5	49600014	35	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	2	0
5	ATDMA	0	0	1	0

[madmanx]

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]

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Router status

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Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	202750000	9.5	38	256 qam	9
2	138750000	9.5	38	256 qam	1
3	146750000	9.3	38	256 qam	2
4	154750000	9.3	38	256 qam	3
5	162750000	9.4	38	256 qam	4
6	170750000	9.4	38	256 qam	5
7	178750000	9.4	38	256 qam	6
8	186750000	9.4	38	256 qam	7
9	194750000	9.4	38	256 qam	8
10	210750000	9.4	38	256 qam	10
11	218750000	9.4	38	256 qam	11
12	226750000	9.4	38	256 qam	12
13	234750000	9.3	38	256 qam	13
14	242750000	9	38	256 qam	14
15	250750000	8.8	38	256 qam	15
16	258750000	8.5	38	256 qam	16
17	266750000	9.4	38	256 qam	17
18	274750000	9.6	38	256 qam	18
19	282750000	9.8	38	256 qam	19
20	290750000	9.9	38	256 qam	20
21	298750000	10.1	38	256 qam	21
22	306750000	10	38	256 qam	22
23	314750000	10.1	38	256 qam	23
24	322750000	10.3	38	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	25	0
2	Locked	38.9	13	0
3	Locked	38.9	13	0
4	Locked	38.6	14	0
5	Locked	38.9	29	0
6	Locked	38.9	36	0
7	Locked	38.6	23	0
8	Locked	38.6	26	0
9	Locked	38.9	24	0
10	Locked	38.9	17	0
11	Locked	38.9	15	0
12	Locked	38.6	19	0
13	Locked	38.6	25	0
14	Locked	38.6	25	0
15	Locked	38.9	30	0
16	Locked	38.9	38	0
17	Locked	38.6	27	0
18	Locked	38.6	19	0
19	Locked	38.6	34	0
20	Locked	38.9	26	0
21	Locked	38.6	12	0
22	Locked	38.6	13	0
23	Locked	38.6	14	0
24	Locked	38.9	34	0

[Ashleigh_C]

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.

[Ashleigh_C]

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]

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.

[madmanx]

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?