on 05-01-2022 21:49
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.
05-01-2022 22:15 - edited 05-01-2022 22:16
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/
05-01-2022 22:37 - edited 05-01-2022 22:39
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.
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 |
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 |
on 08-01-2022 11:20
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 🙂
on 08-01-2022 11:47
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!
on 10-01-2022 15:22
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
on 11-01-2022 16:18
Is anyone able to give me an update on the Docsis 3.1 situation? No idea what's happening, thanks.
on 14-01-2022 10:44
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,
on 14-01-2022 11:05
Hi, all the cables are connected properly, this was checked by the engineer.
18-01-2022 08:30 - edited 18-01-2022 08:30
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.