Power Levels

[Aaron_s30]

Can anyone check to see if these power levels are ok. It’s for my mum and she is having trouble with connection atm. Thanks. 

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	723000000	Locked
Ranged Upstream Channel (Hz)	46199912	Locked
Provisioning State	Online

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	723000000	6.9	38	256 qam	40
2	539000000	5.5	37	256 qam	17
3	547000000	5.3	37	256 qam	18
4	555000000	5.1	37	256 qam	19
5	563000000	5	37	256 qam	20
6	571000000	5.3	37	256 qam	21
7	579000000	5.5	37	256 qam	22
8	587000000	5.3	37	256 qam	23
9	595000000	4.8	37	256 qam	24
10	603000000	4.1	37	256 qam	25
11	611000000	4.5	37	256 qam	26
12	619000000	5	37	256 qam	27
13	627000000	5.8	38	256 qam	28
14	635000000	6	37	256 qam	29
15	643000000	5.9	37	256 qam	30
16	651000000	5.4	37	256 qam	31
17	659000000	5.5	38	256 qam	32
18	667000000	6	38	256 qam	33
19	675000000	6.6	38	256 qam	34
20	683000000	6.9	38	256 qam	35
21	691000000	6.6	38	256 qam	36
22	699000000	6.4	38	256 qam	37
23	707000000	6.4	38	256 qam	38
24	715000000	6.5	38	256 qam	39

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	3927	4693
2	Locked	37.6	312112	10158
3	Locked	37.3	336016	8864
4	Locked	37.6	336162	2110
5	Locked	37.6	329914	8803
6	Locked	37.6	329247	7299
7	Locked	37.6	386406	4986
8	Locked	37.6	377543	41875
9	Locked	37.6	26362	397556
10	Locked	37.6	8692	34751
11	Locked	37.6	9172	391237
12	Locked	37.6	8382	402589
13	Locked	38.9	6991	3564
14	Locked	37.6	4872	7428
15	Locked	37.3	1533	15326
16	Locked	37.6	2480	8997
17	Locked	38.6	2317	9006
18	Locked	38.6	7106	9829
19	Locked	38.6	8453	9585
20	Locked	38.9	10814	411677
21	Locked	38.9	336299	3028
22	Locked	38.9	31802	2867
23	Locked	38.6	6159	3184
24	Locked	38.6	4690	3541

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	46199912	46.5	5120	64 qam	1
2	25800000	45.5	5120	64 qam	4
3	32600070	45.5	5120	64 qam	3
4	39399985	46	5120	64 qam	2

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	4	0
2	ATDMA	0	0	34	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	5	0

[Z92]

Your stats are worrying, when was the last time you rebooted the box?

[Aaron_s30]

Just now actually as my devices kept disconnecting! 

Here are the new stats: 

Downstream bonded channels

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

1	723000000	6.3	38	256 qam	40
2	539000000	5.8	38	256 qam	17
3	547000000	5.6	37	256 qam	18
4	555000000	5.5	37	256 qam	19
5	563000000	5.5	37	256 qam	20
6	571000000	5.6	37	256 qam	21
7	579000000	5.8	37	256 qam	22
8	587000000	5.5	37	256 qam	23
9	595000000	5	37	256 qam	24
10	603000000	4.5	37	256 qam	25
11	611000000	4.8	37	256 qam	26
12	619000000	5.1	37	256 qam	27
13	627000000	5.6	38	256 qam	28
14	635000000	5.9	37	256 qam	29
15	643000000	5.9	37	256 qam	30
16	651000000	5.5	37	256 qam	31
17	659000000	5.4	38	256 qam	32
18	667000000	5.6	38	256 qam	33
19	675000000	6	38	256 qam	34
20	683000000	6.4	38	256 qam	35
21	691000000	6.3	38	256 qam	36
22	699000000	6	38	256 qam	37
23	707000000	6	38	256 qam	38
24	715000000	5.9	38	256 qam	39

Downstream bonded channels

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

1	Locked	38.6	44423	107994
2	Locked	38.9	24911	58394
3	Locked	37.6	23230	59430
4	Locked	37.6	22006	61503
5	Locked	37.6	19997	65086
6	Locked	37.6	21890	59407
7	Locked	37.3	21817	63506
8	Locked	37.6	20502	65566
9	Locked	37.6	19585	55585
10	Locked	37.6	18774	45021
11	Locked	37.6	19358	62409
12	Locked	37.6	20168	46502
13	Locked	38.6	21342	57352
14	Locked	37.3	20551	61535
15	Locked	37.6	24762	65039
16	Locked	37.6	26611	53793
17	Locked	38.6	27820	52691
18	Locked	38.6	30547	55587
19	Locked	38.9	26273	46501
20	Locked	38.9	34920	128220
21	Locked	38.9	35942	104760
22	Locked	38.6	36889	117624
23	Locked	38.6	36662	34712
24	Locked	38.6	36033	139487

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	46200000	46.5	5120	64 qam	1
2	25800000	45.5	5120	64 qam	4
3	32600000	45.5	5120	64 qam	3
4	39400000	45.8	5120	64 qam	2

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	0
3	ATDMA	0	0	2	0
4	ATDMA	0	0	0	0

Also what’s worrying? I have a 6dB attenuator attached for reference. 

[jpeg1 · Accepted solution]

If those noise figures are after a reset you have a serious problem.  Check that all your coax connections are tight. If they are, you need an engineer visit.

Leave the attenuator in place.

[Aaron_s30]

Ok, thanks for the clarification ! It’s so annoying I will be making an officials complaint as I rang VM on Monday last week and they said it was because I had too many devices and everything was ok. So they upgraded me from m200 to m350 for a few pounds more per month. I am actually fuming Virgin if you see this. Absolutely disgusting daylight robbery. 

[jpeg1]

Not the first time I've heard of that trick. It gets rid of a customer with a problem, and credit for an upsell at the same time.  I would like to think that's just an unscrupulous employee and not official VM policy, but who knows.

In the meantime, you still need to get it fixed. Did you check all the coax connectors, including those on TV boxes?  A loose connection can cause a signal flow on the coax outer sceen and allow noise ingress.  If that's not the problem you will need an engineer visit.

[Aaron_s30]

Yes hope it is just this one employee. When I rang them when I first had issues, they were also trying to sell me a SIM!

Yep have checked the coax connections earlier and all are finger tight. Still have issues. Paying £106 a month and don’t expect these issues and especially not being told to upgrade. 

Edit/Update: No kidding, just as I clicked post I had a phone call from VM asking me about how the service has been. I obviously said it not been the best and we’ve been having trouble keeping devices connected on WiFi and Ethernet even on CAT6! When there is only 1-2 devices online everything is good but anything more you get devices saying there connected but absolutely nothing loads! They said once again everything looks good from their systems. And again offered me a discount if I wanted upgrade to M500! I would think that M200 would be enough for 10-15 (max) devices let alone M500 (over double the speed). I have said that my levels look off and they just said literally what you said, try tightening the coaxial cables and see if anything improves. I then got cut off. 

Will try calling them again tomorrow to try and book an engineer. During these times how long can I expect to wait? 

Only other option is to leave Virgin Media and move to BT after nearly 10 years of being with them! The only reason why I have stuck with them is because of the speeds they offer compared to other providers that’s available in my area. 

[jpeg1 · Accepted solution]

So they are still trying to upsell instead of dealing with the problem.

Increasing the contract speed is of course nonsense.  People on Openreach lines at 70 Mb or much less can manage large numbers of connected devices.

In your place I'd call in and select the 'think of leaving us' option. Explain how you have been sold a more expensive contract instead of getting the fault sorted, and insist on an engineer visit.  Tell them it's not the signal levels that are wrong, but the extreme data errors due to noise on the line. That's what is limiting your device connections.

[Aaron_s30]

Okay, will try and ring them today. Hopefully I get somewhere with this. 🤞

[Aaron_s30]

@virginmedia pls can you reply to this getting nowhere on the phone!