on 29-07-2021 03:10
So ordered Ultimate Oomph and had both 360 boxes installed and the Hub 4 and all was perfect engineer said our levels where on the high side but after the install he checked and they’d levelled out with the equipment connected.
Fast forward a bit and ordered a third 360 box which got installed on the 26th and he said he needed to go to the cabinet and increase the signal… I told him I don’t think that’s right as the previous engineer even showed me they where relatively high previously. He continued to do so and now we’re having broadband issues where the connection keeps dropping and keep having to reboot the 360 boxes….
The downstream is sitting between 38-40db, but looking it seems the upstream is the problem. (Attached below)
This engineer is the same engineer that I had to complain about after the install as he had me climbing ladders on my shed roof to feed a cable through my house as well as wrapping the cable around a gas pipe at the front of my house going to the drop cable/brown box.
Overall happy with the services I’ve got, and the first engineer (Dan) was excellent but the second guy apart from what’s listed above has now caused issues with the whole install🤦♂️
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 51.020599 | 5120 KSym/sec | 64QAM | 2 |
2 | 39400000 | 50.270599 | 5120 KSym/sec | 64QAM | 4 |
3 | 46200000 | 50.270599 | 5120 KSym/sec | 64QAM | 3 |
4 | 60300000 | 52.270599 | 5120 KSym/sec | 64QAM | 1 |
Answered! Go to Answer
on 01-08-2021 13:56
Hi @Paul_DN
Yeah I still had the first engineer that installed my services originally contact number, decided to give him a call instead as he said if there was anything wrong to call him as he’d be happy to help.
Great service again from him, went to the cabinet and reduced the connection we was on at the tap, he didn’t understand why the other engineer increased it in the first place.
But it’s all perfect now and all three 360 boxes are working as should and so is the Hub 4 so all happy again.
on 29-07-2021 08:31
I've moved your post to the broadband board on the basis of your "connection keep dropping" - two things to help progress this...
1: Let's get all your modem stats.. Goto to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs.
2: If you haven't already, please setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides excellent diagnosis of any underlyiing issues.
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on 29-07-2021 08:45
Hi, I did get a bit confused it being moved as it causing drop outs on my broadband and TV service, but that’s fine anyways. Here’s my stats.
3.0 Downstream channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 2.099998 | 40.366287 | QAM256 | 25 |
13 | 235000000 | -0.200001 | 38.983261 | QAM256 | 13 |
14 | 243000000 | -0.099998 | 40.946209 | QAM256 | 14 |
15 | 251000000 | -0.500000 | 38.983261 | QAM256 | 15 |
16 | 259000000 | -0.799999 | 38.983261 | QAM256 | 16 |
17 | 267000000 | 0.000000 | 40.946209 | QAM256 | 17 |
18 | 275000000 | 1.000000 | 40.366287 | QAM256 | 18 |
19 | 283000000 | 1.299999 | 40.946209 | QAM256 | 19 |
20 | 291000000 | 1.299999 | 40.366287 | QAM256 | 20 |
21 | 299000000 | 1.299999 | 40.366287 | QAM256 | 21 |
22 | 307000000 | 1.599998 | 40.366287 | QAM256 | 22 |
23 | 315000000 | 1.700001 | 40.366287 | QAM256 | 23 |
24 | 323000000 | 2.099998 | 40.366287 | QAM256 | 24 |
26 | 371000000 | 0.900002 | 38.983261 | QAM256 | 26 |
27 | 379000000 | 0.000000 | 38.983261 | QAM256 | 27 |
28 | 387000000 | -0.599998 | 40.366287 | QAM256 | 28 |
29 | 395000000 | -0.500000 | 40.366287 | QAM256 | 29 |
30 | 403000000 | -0.500000 | 38.983261 | QAM256 | 30 |
31 | 411000000 | -0.500000 | 40.366287 | QAM256 | 31 |
32 | 419000000 | -0.299999 | 40.366287 | QAM256 | 32 |
33 | 427000000 | -0.099998 | 40.366287 | QAM256 | 33 |
34 | 435000000 | 0.099998 | 40.366287 | QAM256 | 34 |
35 | 443000000 | 0.200001 | 40.366287 | QAM256 | 35 |
36 | 451000000 | 0.200001 | 40.366287 | QAM256 | 36 |
on 29-07-2021 08:45
3.0 Downstream channels
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 40.366287 | 0 | 0 |
13 | Locked | 38.983261 | 0 | 0 |
14 | Locked | 40.946209 | 0 | 0 |
15 | Locked | 38.983261 | 0 | 0 |
16 | Locked | 38.983261 | 0 | 0 |
17 | Locked | 40.946209 | 0 | 0 |
18 | Locked | 40.366287 | 0 | 0 |
19 | Locked | 40.946209 | 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 | 40.366287 | 0 | 0 |
26 | Locked | 38.983261 | 0 | 0 |
27 | Locked | 38.983261 | 0 | 0 |
28 | Locked | 40.366287 | 0 | 0 |
29 | Locked | 40.366287 | 0 | 0 |
30 | Locked | 38.983261 | 0 | 0 |
31 | Locked | 40.366287 | 0 | 0 |
32 | Locked | 40.366287 | 0 | 0 |
33 | Locked | 40.366287 | 0 | 0 |
34 | Locked | 40.366287 | 0 | 0 |
35 | Locked | 40.366287 | 0 | 0 |
36 | Locked | 40.366287 | 0 | 0 |
on 29-07-2021 08:46
3.0 Upstream channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 53700000 | 51.520599 | 5120 KSym/sec | 64QAM | 2 |
2 | 39400000 | 50.270599 | 5120 KSym/sec | 64QAM | 4 |
3 | 46200000 | 50.770599 | 5120 KSym/sec | 64QAM | 3 |
4 | 60300000 | 52.270599 | 5120 KSym/sec | 64QAM | 1 |
3.0 Upstream channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
2 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
3 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
4 | US_TYPE_STDMA | 0 | 0 | 0 | 0 |
on 29-07-2021 09:59
Yes, as you suspected, your Upstream is still too high. Should be between 34 to 51
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on 31-07-2021 09:54
Hi MysticalWizzard,
Thank you for reaching out to us in our community and welcome, I am sorry to hear your levels are high causing a intermittent connection,
I have been able to locate your account with the details we have for you and can see you have spoken to us and that ma technician was booked for you, please let us know how you get on.
If you wish to view or change the appointment you can do this Via your Online Account under Help, My appointments?
Regards
Paul.
on 01-08-2021 13:56
Hi @Paul_DN
Yeah I still had the first engineer that installed my services originally contact number, decided to give him a call instead as he said if there was anything wrong to call him as he’d be happy to help.
Great service again from him, went to the cabinet and reduced the connection we was on at the tap, he didn’t understand why the other engineer increased it in the first place.
But it’s all perfect now and all three 360 boxes are working as should and so is the Hub 4 so all happy again.
on 01-08-2021 14:50
Thanks so much for the update. So glad to hear the technician was able to get things resolved for you 🙂
Enjoy the rest of your weekend.