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mattward
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No Ranging Response received & RCS Partial Service

Randomly loosing network once or twice a day (SE26). Here are my stats... looks like I have some noise on the line... would that be a cause?

Downstream bonded channels

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

14027500004.338256 qam30
2202750000440256 qam9
32107500003.535256 qam10
42187500003.731256 qam11
52267500003.531256 qam12
62347500004.138256 qam13
72427500003.738256 qam14
82507500003.738256 qam15
92587500003.738256 qam16
102667500003.538256 qam17
112747500003.238256 qam18
12282750000338256 qam19
13290750000338256 qam20
142987500002.938256 qam21
153067500003.238256 qam22
16314750000338256 qam23
173227500003.238256 qam24
18330750000338256 qam25
19370750000438256 qam26
203787500004.338256 qam27
213867500004.338256 qam28
22394750000438256 qam29
234107500004.838256 qam31
24418750000137256 qam32



Downstream bonded channels

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

1Locked38.600
2Locked40.930
3Locked34.9483294
4Locked32222550
5Locked32.3214760
6Locked38.950
7Locked38.600
8Locked38.650
9Locked38.900
10Locked38.660
11Locked38.900
12Locked38.600
13Locked38.950
14Locked38.600
15Locked38.9100
16Locked38.940
17Locked38.990
18Locked38.980
19Locked38.600
20Locked38.660
21Locked38.950
22Locked38.950
23Locked38.900
24Locked37.600

 

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1536999614.8512064 qam1
2325999524.8512064 qam4
3393999764.8512064 qam3
4462000294.8512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

Any clues from the above??

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Andrew-G
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Message 2 of 14
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Re: No Ranging Response received & RCS Partial Service

Yep, SNR is too low on channels 4 & 5.  I'll flag your post for the forum staff to advise on next steps, probably involving a technician visit.

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mattward
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Re: No Ranging Response received & RCS Partial Service

How can you get through to Virgin Media Tech Support nowadays?

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MikeRobbo
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Re: No Ranging Response received & RCS Partial Service


@Andrew-G wrote:

Yep, SNR is too low on channels 4 & 5.  I'll flag your post for the forum staff to advise on next steps, probably involving a technician visit.


Mike

what do you think to Channel 24 with power level at only 1dBmV but no errors listed ?


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MikeRobbo
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Re: No Ranging Response received & RCS Partial Service


@mattward wrote:

How can you get through to Virgin Media Tech Support nowadays?


Text service on 07533051809

150 from Virgin landline.

0345 454 1111 from any other UK  phone.

The best time to call is weekdays 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.


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mattward
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Message 6 of 14
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Re: No Ranging Response received & RCS Partial Service

Does the connection rotate through the Channels?

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Andrew-G
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Re: No Ranging Response received & RCS Partial Service

@mattward : How can you get through to Virgin Media Tech Support nowadays?

Personally I'd avoid phoning VM's comedy telephone support at all costs.  A useless and disgraceful slap in the face to customers.  But the forum staff will respond, they're helpful, UK based, and I'd suggest waiting - that might be as much as 24-48 hours, but your post is in the queue for their attention.  Waiting for their response will be a whole lot more civilised than talking to the script-reading farm workers over the phone.

@MikeRobbo : what do you think to Channel 24 with power level at only 1dBmV but no errors listed ?

The range of power levels is just about acceptable, if a little wide, but that's for the technician to consider.  The "only" 1 dBmV isn't of itself a problem, because ideally the power levels would be very tightly clustered around 0 dBmV, and with a SNR or 37 dB it should be fine.

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Andrew-G
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Re: No Ranging Response received & RCS Partial Service

@MikeRobbo : you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.

There you go, sir, that's fixed the errors in your post.

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mattward
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Message 9 of 14
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Re: No Ranging Response received & RCS Partial Service

Well by way of update I did call VirginMedia this morning and spoke to a lady who did speak very good English and she was very helpful. She booked an engineer for a Saturday afternoon (so next day!). I was pretty sure that English was not her first language but she understood me and she did her job and that's all I could have asked for.

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mattward
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Re: No Ranging Response received & RCS Partial Service

So on my 3rd Tech visit since Saturday i got a senior tech. (who has been to my address before)... So on Saturday the tech that visited changed out the Cable from the spliter to the SuperHub and that fixed the noise on the channels. BUT what they didn't sort was the Power (dBmV) levels.. which at the time were in an acceptable range i guess... BUT what was happening during peak times they were fluctuating to high which would knock me off the network (out of range). It could be that changing out the cable (which was calibrated based on the old cable which had a bit of noise on it) sent the levels out. So the Tech adjusted something in the Pillar box and brought the levels down to 6. Which should give enough flex up and down and not make me out of range.  Let's see! Why the tech that visited me on Tuesday could not have figured that out is beyond me.

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