Cable Modem Signal levels and errors

[CicadaEffect]

(Edit 1: replaced uploaded image with link)

Hi, please can someone check my signal levels and error counts are ok? 

Having frequent outages every other day.  We work at home and it's affecting us a lot.

Background

I have Hub v3 and it's set up in Cable Modem mode with a separate Wifi router.  I'm using cat cable and someone else is working on 5GHz wifi.

After complaining around 6 weeks back about outage frequency, around 4 weeks back, an engineer came out and put a 3db attenuator on our v3 Hub.

He said our downstream signal levels were too high because a combination of: 1) replacement of some faulty network infrastructure; and 2) our house being close to the street cabinet.

Ping Monitor (last 24h)

Cable Modem Data (today)

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	138750000	6.6	37	256 qam	1
2	146750000	6.6	37	256 qam	2
3	154750000	6.6	37	256 qam	3
4	162750000	6.6	38	256 qam	4
5	170750000	6.6	38	256 qam	5
6	178750000	6.3	38	256 qam	6
7	186750000	6.1	38	256 qam	7
8	194750000	5.8	38	256 qam	8
9	202750000	5.4	38	256 qam	9
10	210750000	5.1	38	256 qam	10
11	218750000	5.1	38	256 qam	11
12	226750000	5	38	256 qam	12
13	234750000	4.8	38	256 qam	13
14	242750000	4.6	38	256 qam	14
15	250750000	4.5	38	256 qam	15
16	258750000	4.3	38	256 qam	16
17	266750000	4.5	38	256 qam	17
18	274750000	4.4	38	256 qam	18
19	282750000	4.6	38	256 qam	19
20	290750000	4.9	38	256 qam	20
21	298750000	5.3	38	256 qam	21
22	306750000	5.1	38	256 qam	22
23	314750000	5	38	256 qam	23
24	322750000	4.8	38	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	37.6	195278	31254
2	Locked	37.6	53054	29567
3	Locked	37.6	39802	28264
4	Locked	38.2	36687	25106
5	Locked	37.6	34361	23547
6	Locked	38.6	32500	21971
7	Locked	38.6	31103	19885
8	Locked	38.6	29724	18894
9	Locked	38.6	28525	18603
10	Locked	38.6	27286	16858
11	Locked	38.6	26209	15753
12	Locked	38.6	25146	14833
13	Locked	38.6	24141	14437
14	Locked	38.9	23277	13555
15	Locked	38.9	22380	13189
16	Locked	38.6	22123	12731
17	Locked	38.6	21360	12271
18	Locked	38.6	20696	11737
19	Locked	38.9	19794	11664
20	Locked	38.6	19090	10762
21	Locked	38.6	18337	10660
22	Locked	38.9	18392	10239
23	Locked	38.9	19041	9975
24	Locked	38.6	19697	9348

[CicadaEffect]

Hi Hayley,

Thanks for checking...I don't think anything is resolved. I understand the error counts reset to 0 after reboot, so I can't say for what period the original counts are as we generally leave the cable modem on 24/7.

I had one T3 timeout in about 48h since rebooting on Fri 2 July 2021 4pm. However the ping charts give me a bad feeling for tomorrow, Monday when a couple of us are working from home as we do every week day.

We have to use remote desktop over VPN, so frequently outages, even if short, are quite disruptive. Alongside conference calls, etc.

• I was hoping the engineer call out in early June, the reported infrastructure card upgrade at the time and the 'improvements' for our postcode area reported on 150 on Friday would have sorted it, but the pattern of broken outages from the ping monitor has not changed in the last two days. Given the feedback on the signal and error counts, I suspect the error lays further upstream in the network.

Please see charts here:

Ping Monitor Sat 3 July 2021 

Ping Monitor Sun 4 July 2021 

What do you think?

[Serena_C]

Hi @CicadaEffect,

Thanks for getting back to us with the details.

I've taken a further look at things and can see that your services are currently being impacted by a planned changed outage. The estimated fix time is currently 15:00pm today, please do keep checking virg.in/service for updates.

Apologies for the disruption to your broadband,

Serena

[CicadaEffect]

Hi @Serena_C

Thanks for keeping me informed.  The incidents are quite frequent recently.  Is there a way of finding out planned maintenance in the coming weeks or are these service issues that happen on a day to day basis?

It's kind of frustrating to not know if there will be a reoccurrence or if there will be an end to engineering work / changes.

Thanks.

[Serena_C]

Hi @CicadaEffect,

Happy to help! Apologies for the frustration these incidents have been causing ou lately, I understand this is not ideal at all.

Unfortunately these service issues happen on a day to day basis, and there is not currently a way to check for future work in the coming weeks. The best thing to do is to keep checking virg.in/service or calling our automated Service checker on 0800 561 0061.

Apologies for the inconvenience,

Serena