Virgin Media Community

[MysticalWizzard]

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

[japitts]

@MysticalWizzard 

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.

[MysticalWizzard]

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

[MysticalWizzard]

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

[MysticalWizzard]

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

[Adduxi]

Yes, as you suspected, your Upstream is still too high.  Should be between 34 to 51

[Paul_DN]

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.

[MysticalWizzard · Accepted solution]

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. 

[Ayisha_B]

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.