Menu
Reply
sayekm
  • 316
  • 27
  • 59
Fibre optic
968 Views
Message 1 of 11
Flag for a moderator

Warning and Critical error messages daily

Hi all

Kids complaining frequent wifi cut outs. 

Does the following look ok?

Downstream bonded channels

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

1202750000640256 qam9
21387500006.640256 qam1
31467500006.340256 qam2
41547500006.140256 qam3
51627500006.140256 qam4
6170750000640256 qam5
7178750000640256 qam6
8186750000640256 qam7
9194750000640256 qam8
102107500005.840256 qam10
112187500005.840256 qam11
122267500005.840256 qam12
132347500005.540256 qam13
142427500005.940256 qam14
152507500005.940256 qam15
162587500005.640256 qam16
172667500005.840256 qam17
182747500005.840256 qam18
192827500005.540256 qam19
202907500005.640256 qam20
21298750000640256 qam21
223067500005.440256 qam22
233147500005.340256 qam23
243227500005.540256 qam24



Downstream bonded channels

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

1Locked40.9474333740
2Locked40.97130910545024
3Locked40.319571218964
4Locked40.9465433965
5Locked40.9465875535
6Locked40.3426193158
7Locked40.9454843452
8Locked40.3475023296
9Locked40.9484764402
10Locked40.9451492866
11Locked40.3455932931
12Locked40.3502733733
13Locked40.9481313650
14Locked40.9403272691
15Locked40.9385182600
16Locked40.9381382828
17Locked40.3354952681
18Locked40.9353302504
19Locked40.3334952488
20Locked40.9313122555
21Locked40.3305522546
22Locked40.9301762594
23Locked40.9302632690
24Locked40.9313242300

 

 

 

 

Upstream bonded channels

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

1257999804.875512064 qam4
2462000255512064 qam1
3394000784.975512064 qam2
4326001085.1512064 qam3



 

 




xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
M200 Oomph - 5GB SIM + 3 extra SIM family plan - BT whole Wi-Fi - Sky Q
............................................................................................................................
Don't cry over Virgin price increase instead speak to retentions team and negotiate a better deal.
0 Kudos
Reply
sayekm
  • 316
  • 27
  • 59
Fibre optic
966 Views
Message 2 of 11
Flag for a moderator

Re: Warning and Critical error messages daily

There seems to be something different on Channel 2 & 3 downstream 😞




xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
M200 Oomph - 5GB SIM + 3 extra SIM family plan - BT whole Wi-Fi - Sky Q
............................................................................................................................
Don't cry over Virgin price increase instead speak to retentions team and negotiate a better deal.
0 Kudos
Reply
Andruser
  • 5.53K
  • 970
  • 2.28K
Very Insightful Person
Very Insightful Person
954 Views
Message 3 of 11
Flag for a moderator
Helpful Answer

Re: Warning and Critical error messages daily

Error levels are far too high, but they count from the last time the hub was restarted.  Do a restart, keep an eye on downstream error levels.  After 24 hours, if everything were working OK then you'd expect 2-20 pre-RS errors per channel, and no post-RS errors.  I'm expecting you'll see significant error numbers, because your upstream power levels are too high on one or two channels - that could be the cause of the interruptions, because it messes up synchronisation with the VM network equipment.  

If performance is still poor after a restart, then wait for the forum staff to advise on next steps - I expect you'll need a technician visit to fix the power levels and that should fix the connection drop outs.  I wouldn't phone it in - VM's useless offshore customer service can be difficult to get through to, difficult to understand, and technically incompetent.  They'll go through a boring and unhelpful script, give you some guff about "sending an update to your hub", tell you to restart the hub and claim that the problem's now fixed (which it won't be, this is a physical problem).

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

sayekm
  • 316
  • 27
  • 59
Fibre optic
917 Views
Message 4 of 11
Flag for a moderator

Re: Warning and Critical error messages daily

Thanks for your reply. I am new to VM to still learning how to read the stats.

Since restarting the router this morning in 6 hours I got cray errors on channel 2 and not that great either on channel 3.

Does the remaining 22 channel look normal after  6 hours of a reboot 😞

Is this something engineer can identify and fix? Would i need to show this router status page?

 

Downstream bonded channels

1Locked40.99714
2Locked40.94747733682494
3Locked40.92428832
4Locked40.312426
5Locked40.914613
6Locked40.312829
7Locked40.911925
8Locked40.312814
9Locked40.910926
10Locked40.99224
11Locked40.99912
12Locked40.99415
13Locked40.38026
14Locked40.37036
15Locked40.96838
16Locked40.37124
17Locked40.98027
18Locked40.96537
19Locked40.98128
20Locked40.99513
21Locked40.98226
22Locked40.37228
23Locked40.34840
24Locked40.36728



xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
M200 Oomph - 5GB SIM + 3 extra SIM family plan - BT whole Wi-Fi - Sky Q
............................................................................................................................
Don't cry over Virgin price increase instead speak to retentions team and negotiate a better deal.
0 Kudos
Reply
Andruser
  • 5.53K
  • 970
  • 2.28K
Very Insightful Person
Very Insightful Person
900 Views
Message 5 of 11
Flag for a moderator
Helpful Answer

Re: Warning and Critical error messages daily

Channels 2 and 3 are really bad for errors, but although the pre-RS errors are not too bad on other channels, they are grim for post-RS errors.  Don't worry, if they send a technician out they will know what to look for and what to change. 

Don't reply to this message - the forum staff work on the basis that ongoing discussion indicates a problem is being sorted.  Could take a day or two before they pick it up anyway.  If you don't want to wait, you could phone the crap offshore "technical support".  Speaking for myself, I'd rather have a tooth drilled than try and engage with VM's third rate telephone support.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Emma_C
  • 8.28K
  • 512
  • 545
Forum Team
Forum Team
845 Views
Message 6 of 11
Flag for a moderator

Re: Warning and Critical error messages daily

Hi Sayek, 

Really sorry to hear that you're having these issues, it's not what we like to see. 

We've had a look at the back end of your services and can see that a re-pull has been booked in and will be completed later this month, you should be aware of the date. If not let us know and we can confirm it. 

 

If you could please test the services once the re-pull has been competed then we can have a closer look but hopefully the re-pull should sort all of this out for you. 

Thanks. 

Emma_C - Forum Team
0 Kudos
Reply
sayekm
  • 316
  • 27
  • 59
Fibre optic
831 Views
Message 7 of 11
Flag for a moderator

Re: Warning and Critical error messages daily

Thank Emma for looking into this.

I am not sure what the re-pull has to do with the errors. 

There was a cable exposed that was coming from the pavement to under my driveway. I reported this and a technical came round and covered it up with some cement..did a good job too. 

There is a technician booked for "re-bury". I am confused what the next appointment is for. The cable from the pavement to my property is under my driveway. I don't want new cables covered in green casing running across my drive.Seen it on other driveways and not pretty..if that is the case i will just end the service when the contract ends and return to Openreach service.

 

Are you able to clarify what this job is booked for please?

 




xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
M200 Oomph - 5GB SIM + 3 extra SIM family plan - BT whole Wi-Fi - Sky Q
............................................................................................................................
Don't cry over Virgin price increase instead speak to retentions team and negotiate a better deal.
0 Kudos
Reply
Emma_C
  • 8.28K
  • 512
  • 545
Forum Team
Forum Team
827 Views
Message 8 of 11
Flag for a moderator

Re: Warning and Critical error messages daily

Oh, that is odd. 

No worries, I'll pop you a personal message so we can have a closer look at it for you. 

Look out for my message 🙂 

Emma_C - Forum Team
0 Kudos
Reply
sayekm
  • 316
  • 27
  • 59
Fibre optic
766 Views
Message 9 of 11
Flag for a moderator

Re: Warning and Critical error messages daily

https://www.thinkbroadband.com/broadband/monitoring/quality/share/22e960e29e4246fcef1430ab7557124b0199ef51-16-03-2020

Hello 

Is anyone able to explain what this red is please?

Also i have Pre and Post errors but not seem to be getting any assistance what it could be.

 

1Locked40.35998318646
2Locked40.35932718885
3Locked40.35720217886
4Locked40.35972919247
5Locked40.95624017681
6Locked40.95111616974
7Locked40.94804817492
8Locked40.34777317537
9Locked40.34434116489
10Locked40.94478617895
11Locked40.94282317240
12Locked40.93981918283
13Locked40.93807615782
14Locked40.93734815671
15Locked40.93622315130
16Locked40.93776714922
17Locked40.92982013318
18Locked40.32936913347
19Locked40.92666712848
20Locked40.32695713594
21Locked40.32592113004
22Locked40.92549412564
23Locked40.92591412464
24Locked40.32469212322



xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
M200 Oomph - 5GB SIM + 3 extra SIM family plan - BT whole Wi-Fi - Sky Q
............................................................................................................................
Don't cry over Virgin price increase instead speak to retentions team and negotiate a better deal.
0 Kudos
Reply
Zak_M
  • 2.33K
  • 144
  • 231
Forum Team
Forum Team
697 Views
Message 10 of 11
Flag for a moderator

Re: Warning and Critical error messages daily

Hi there Sayekm. 

 

Thank you for your post. 

 

the red are the dropouts, What issues are you currently experiencing?  

 

Kind Regards 

Zak_M

0 Kudos
Reply