Virgin Media Community

[donmaca]

I recently upgraded to Gig1 and noticed the Docsis 3.1 channel is missing - speeds are somewhat erratic but I have at times gotten close to full 1 gig speed which makes me think the modem may be reporting incorrectly? Thanks.

[carl_pearce]

Did you get your power levels sorted?

https://community.virginmedia.com/t5/QuickStart-set-up-and/Power-levels-too-high/m-p/4892744

Did the engineer prove full speed before leaving?

What does this site report?

https://samknows.com/realspeed/

[donmaca]

Yeah an engineer came and inserted an attenuator, however power levels are creeping back up again. He didn't do any speed testing afaik. The SamKnows test doesn't seem to work.

3.0 Downstream channels

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

25	331000000	9.900002	40.366287	QAM256	25
1	139000000	9.800003	38.983261	QAM256	1
2	147000000	9.599998	38.983261	QAM256	2
3	155000000	9.599998	38.983261	QAM256	3
4	163000000	9.599998	38.983261	QAM256	4
5	171000000	9.300003	38.983261	QAM256	5
6	179000000	9.099998	38.983261	QAM256	6
7	187000000	9.300003	40.366287	QAM256	7
8	195000000	9.400002	40.366287	QAM256	8
9	203000000	9.099998	40.946209	QAM256	9
10	211000000	8.900002	40.366287	QAM256	10
11	219000000	9.099998	40.366287	QAM256	11
12	227000000	9.000000	38.983261	QAM256	12
13	235000000	8.599998	40.366287	QAM256	13
14	243000000	8.599998	40.366287	QAM256	14
15	251000000	8.699997	40.946209	QAM256	15
16	259000000	8.400002	38.983261	QAM256	16
17	267000000	8.199997	40.366287	QAM256	17
18	275000000	8.699997	38.983261	QAM256	18
19	283000000	9.199997	40.366287	QAM256	19
20	291000000	9.099998	40.366287	QAM256	20
21	299000000	9.500000	40.366287	QAM256	21
22	307000000	9.900002	40.366287	QAM256	22
23	315000000	10.000000	40.366287	QAM256	23
24	323000000	10.000000	40.946209	QAM256	24
26	339000000	10.099998	40.366287	QAM256	26
27	347000000	9.800003	40.366287	QAM256	27
28	355000000	9.400002	40.366287	QAM256	28
29	363000000	9.699997	40.366287	QAM256	29
30	371000000	9.500000	40.366287	QAM256	30
31	379000000	9.000000	40.366287	QAM256	31

3.0 Downstream channels

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

25	Locked	40.366287	0	0
1	Locked	38.983261	0	0
2	Locked	38.983261	0	0
3	Locked	38.983261	0	0
4	Locked	38.983261	0	0
5	Locked	38.983261	0	0
6	Locked	38.983261	0	0
7	Locked	40.366287	0	0
8	Locked	40.366287	0	0
9	Locked	40.946209	0	0
10	Locked	40.366287	0	0
11	Locked	40.366287	0	0
12	Locked	38.983261	0	0
13	Locked	40.366287	0	0
14	Locked	40.366287	0	0
15	Locked	40.946209	0	0
16	Locked	38.983261	0	0
17	Locked	40.366287	0	0
18	Locked	38.983261	0	0
19	Locked	40.366287	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.946209	0	0
26	Locked	40.366287	0	0
27	Locked	40.366287	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0

[Ayisha_B]

Hi @donmaca,

Welcome to our Community Forums and thanks for your post. 

I am sorry to hear you're having some issues with the service. Taking a look at the account, I can see there is indeed a partial service issue and your downstream power levels are out of spec.

I'll pop you a PM now so we can confirm some details and get a technician arranged for you.

Hope to hear from you soon 🙂

[Ayisha_B]

Thanks for confirming the requested details via PM @donmaca
 
I've booked a technician for you to come out and have a look into the issue with your power levels. You can find confirmation of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. 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 also do this online or via the MyVM 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.

Let us know how the visit goes!

 

[donmaca]

Thanks Ayisha — the (friendly) technician arrived and managed to fix the power levels but had to call out a network engineer to deal with the Docsis 3.1 issue. The network engineer spent a while outside then eventually left with the Docsis 3.1 issue apparently unresolved — do you have any information on what's happening next? Thanks

[donmaca]

Is anyone able to give me an update on the Docsis 3.1 situation? No idea what's happening, thanks.

[Akua_A]

Thank you for the update @donmaca.

I have checked your service back end. Are you able to check all the white cables are connected securely to the Hub, any TV boxes, splitters and the wall socket and let us know if the issue persist? 

Thanks,

[donmaca]

Hi, all the cables are connected properly, this was checked by the engineer.

[donmaca]

After a planned outage overnight the DOCSIS 3.1 channel is now working!

Cable Modem Status	Online	DOCSIS 3.1
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	4
DOCSIS 3.1 channels	1	0

One last thing — please can I organise an engineer visit to move the VM cable box to another room? I understand there is a £25 charge for this, thanks.