on 14-04-2021 10:45
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.
Acquired Downstream Channel (Hz) | 723000000 | Locked |
Ranged Upstream Channel (Hz) | 46199912 | Locked |
Provisioning State | Online |
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 |
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 |
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 |
1 | ATDMA | 0 | 0 | 4 | 0 |
2 | ATDMA | 0 | 0 | 34 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 5 | 0 |
Answered! Go to Answer
14-04-2021 17:02 - edited 14-04-2021 17:03
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.
14-04-2021 23:19 - edited 14-04-2021 23:20
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.
on 15-04-2021 19:06
The error count may be down, but post-RS errors are very bad news, and in the numbers you're still seeing that shows something badly wrong that needs sorting, and the bust coax jack looks like the prime suspect.
on 14-04-2021 11:52
Your stats are worrying, when was the last time you rebooted the box?
on 14-04-2021 16:47
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.
14-04-2021 17:02 - edited 14-04-2021 17:03
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.
on 14-04-2021 17:55
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.
on 14-04-2021 18:17
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.
14-04-2021 19:26 - edited 14-04-2021 19:37
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.
14-04-2021 23:19 - edited 14-04-2021 23:20
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.
on 15-04-2021 10:42
on 15-04-2021 10:44