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Unstable connection after neighbour had VirginMedia installed on Friday 19th

Peav
On our wavelength

Hi VM,

Can you run a line check on my connection. Internet connection has gone to pot since my new neighbour had VM installed last week. I believe my old neighbour was BT only so this would be a new install.

My power levels are all over and I am seeing a load of Post RS errors. 

Thanks

Kev

8 REPLIES 8

Peav
On our wavelength

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1267000000-638256 qam17
2139000000-5.736256 qam1
3147000000-635256 qam2
4155000000-635256 qam3
5163000000-7.236256 qam4
6171000000-7.535256 qam5
7179000000-636256 qam6
8187000000-7.235256 qam7
9195000000-8.733256 qam8
10203000000-7.733256 qam9
11211000000-7.734256 qam10
12219000000-8.432256 qam11
13227000000-5.537256 qam12
14235000000-538256 qam13
15243000000-6.937256 qam14
16251000000-5.738256 qam15
17259000000-5.237256 qam16
18275000000-4.240256 qam18
19283000000-3.938256 qam19
20291000000-5.538256 qam20
21299000000-4.538256 qam21
22307000000-4.938256 qam22
23315000000-7.237256 qam23
24323000000-6.238256 qam24


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.64960
2Locked36.66240098526582
3Locked359179385593
4Locked35469071698716
5Locked36.64300807384460
6Locked35.738523172408
7Locked36.3156580794496
8Locked355543195594
9Locked33.493061657277335
10Locked33.92806775011479
11Locked34.6726889261940738
12Locked32.317847340412293412
13Locked37.6174423
14Locked38.9127829
15Locked37.612615
16Locked38.9128320
17Locked37.985912
18Locked40.95700
19Locked38.95960
20Locked38.65010
21Locked38.65050
22Locked38.65720
23Locked37.66761
24Locked38.691211

Brava210
Fibre optic

All your levels are too low, looks like maybe your line has been spliced,

You will need a visit by the looks of it

******************************************************
Virgin BB 55MB, Hub 3, Tenda Router, Stream Box - United Artists/Telewest/VM Since 1990

VMUser1812
Fibre optic

First thing I would do is to pop outside and see if the installer has taken the easy way and ‘spliced’ your neighbour’s connection into yours. Look for the (usually) brown omnibox on the front outside wall and just check if a ‘new’ cable has appeared leading next door!

Your power levels are quite low, technically still within spec although if we have a hot summer, I fully expect your connection to collapse completely. I’m more concerned about the lowish S/N ratio on a number of channels and hence the large number of errors being reported.

One other possibility is that the installer for next door, having some trouble getting it working, ‘moved’ your connection in the street cabinet in favour of your neighbour’s and connected you to a bad, or unsuitable tap in the cabinet. They shouldn’t do this and they certainly wouldn’t check with you afterwards to see if your connection was OK. I can sort of see their incentive, get the job done, they get paid, only a small risk of messing up someone else’s connection, even if they notice, but either way this is now ‘someone else’s problem’, and not theirs!

You’ll need a tech visit to fix this.

Peav
On our wavelength

Thanks VMUser1812 & Brava210,

I was speaking with my brother who used to do installs and still has contacts within the VM installer team and he suggested that I may have been moved onto a different tap or that there were no free taps and they have split the cables. 

I'll see what VM come back with if they do a line check.

 

Peav
On our wavelength

Quick update - not 100% sure if VM have done anything at their end as I'm now connecting to a whole host of new channels. Signal specs look a lot better with 23 channels instead of 24

Downstream bonded channels

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

1331000000038256 qam25
2267000000140256 qam17
3275000000138256 qam18
42830000001.540256 qam19
52910000001.940256 qam20
62990000000.738256 qam21
73070000000.238256 qam22
8315000000138256 qam23
93230000000.238256 qam24
10339000000-0.237256 qam26
11347000000-1.538256 qam27
12355000000-338256 qam28
13363000000-337256 qam29
14371000000-2.737256 qam30
15379000000-2.238256 qam31
16387000000-0.738256 qam32
174030000000.540256 qam34
18411000000140256 qam35
194190000001.438256 qam36
204270000001.540256 qam37
214350000001.940256 qam38
22443000000238256 qam39
234510000001.440256 qam40



Downstream bonded channels

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

1Locked38.600
2Locked40.300
3Locked38.950
4Locked40.310
5Locked40.310
6Locked38.610
7Locked38.920
8Locked38.9300
9Locked38.6230
10Locked37.660
11Locked38.670
12Locked38.6320
13Locked37.6500
14Locked37.6920
15Locked38.6880
16Locked38.9360
17Locked40.9220
18Locked40.380
19Locked38.980
20Locked40.980
21Locked40.3110
22Locked38.9180
23Locked40.3100

Natalie_L
Forum Team (Retired)
Forum Team (Retired)

Hi Peav, 

Thank you for getting in touch with us here on community and our apologies for any issues you have experienced with the service. 

I am happy to hear there have been some improvements and we just wanted to check in and see how things have been since you last posted?

If you have had any problems at all, please do not hesitate to reach back out to us and we will be happy to assist further. 

Thanks, 

 

Nat

Peav
On our wavelength

Hi Nat,

I'm still seeing Post RS errors on most of the channels, but not as much as I was. I'll most likely need to do an internal wiring check, but since it mostly runs under my floor, it's a pain to get to. 

Regards,

Kev

 

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

1331000000-1.538256 qam25
22670000000.240256 qam17
3275000000138256 qam18
42830000001.440256 qam19
5291000000240256 qam20
62990000000.738256 qam21
7307000000-0.238256 qam22
8315000000-0.238256 qam23
9323000000-0.538256 qam24
10339000000-1.438256 qam26
11347000000-0.738256 qam27
12355000000-138256 qam28
13363000000-0.238256 qam29
14371000000-0.238256 qam30
15379000000038256 qam31
163870000000.440256 qam32
173950000000.536256 qam33
184030000000.740256 qam34
19411000000138256 qam35
204190000000.238256 qam36
21427000000040256 qam37
224350000000.240256 qam38
23443000000038256 qam39
24451000000-0.438256 qam40



Downstream bonded channels

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

1Locked38.98762168
2Locked40.3211252
3Locked38.91859546
4Locked40.31480366
5Locked40.369710
6Locked38.6621431
7Locked38.667680
8Locked38.979522
9Locked38.6869358
10Locked38.69378109
11Locked38.6878915
12Locked38.9685442
13Locked38.9611721
14Locked38.657488
15Locked38.65117115
16Locked40.34761126
17Locked36.65035408
18Locked40.342616
19Locked38.94325118909
20Locked38.948830
21Locked40.355790
22Locked40.363110
23Locked38.971260
24Locked38.972697

 

I'd like to take a closer look into this so will pop you a PM 📩 now to help further.

Speak to you soon 😊

Ayisha_B
Forum Team

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