Virgin Media Community

[BigFloppy]

Hi All,

So a week or two ago our broadband was down as they were performing upgrades in the area.

Seemed OK afterwards, slightly different power levels so had to move down to a 3db Forward Path Attenuator (from 6db) to keep the power levels within range.

But yesterday we had a small outage. Had to reboot superhub and after this the power levels jumped up on all channels apart from one. Have put the 6db FPA onto it but there is one channel that is significantly different to all others power wise and therefore getting Post RS errors.

What can be done about this? Does an engineer need to fix something or can it be done without a visit?

Below are current Downstream figures. Upstream appears to be OK.

Service is M600.

Downstream bonded channels

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

1	227000000	2.7	36	256 qam	12
2	219000000	2.7	36	256 qam	11
3	235000000	3	37	256 qam	13
4	243000000	2.9	37	256 qam	14
5	251000000	2.7	37	256 qam	15
6	259000000	2.7	36	256 qam	16
7	267000000	2.7	37	256 qam	17
8	275000000	2.9	37	256 qam	18
9	283000000	2.9	37	256 qam	19
10	291000000	2.9	37	256 qam	20
11	299000000	3.5	37	256 qam	21
12	307000000	3.7	37	256 qam	22
13	315000000	3.5	36	256 qam	23
14	323000000	2	35	256 qam	24
15	331000000	-4.7	34	256 qam	25
16	371000000	3.9	37	256 qam	26
17	379000000	3.7	37	256 qam	27
18	387000000	3.7	37	256 qam	28
19	395000000	3.7	37	256 qam	29
20	403000000	3.7	37	256 qam	30
21	411000000	4	37	256 qam	31
22	419000000	4.1	37	256 qam	32
23	427000000	4.1	37	256 qam	33
24	435000000	4	37	256 qam	34

Downstream bonded channels

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

1	Locked	36.6	64	0
2	Locked	36.6	59	0
3	Locked	37.6	68	0
4	Locked	37.3	63	0
5	Locked	37.3	50	0
6	Locked	36.6	65	0
7	Locked	37.3	38	0
8	Locked	37.3	33	0
9	Locked	37.6	33	0
10	Locked	37.3	28	0
11	Locked	37.3	61	0
12	Locked	37.3	56	0
13	Locked	36.6	73	0
14	Locked	35.7	101997	4142
15	Locked	34.4	8596770	5957802
16	Locked	37.6	29	0
17	Locked	37.3	55	0
18	Locked	37.3	39	0
19	Locked	37.3	54	0
20	Locked	37.6	52	0
21	Locked	37.3	45	0
22	Locked	37.3	108	0
23	Locked	37.6	62	0
24	Locked	37.6	45	0

Thanks in advance!

[Andrew-G]

Looks like that will need a technician visit (unless associated with a known area fault).  Fiddling with the attenuator almost certainly won't help because you've got low power on a single channel.  I'll flag for staff to comment.

[Robert_P · Accepted solution]

Hello BigFloppy

Sorry to hear of the broadband issues experienced, we appreciate you taking the time to raise this via the forums and for providing all of the required details and information.

We can see the issue with the downstream power levels and can confirm this will need a technician's visit. I'm going to send you a Private Message just to confirm some details so I can get this arranged for you.

Looking forward to hearing back form you.

Rob

[BigFloppy]

Thank you both.

I have just responded.

[Robert_P · Accepted solution]

Thanks BigFloppy, this is all in place for you, I have sent you the details via Private Message but you can also track it here

Rob

[BigFloppy]

Just wanted to give feedback on how great the engineer/technician was.

He fixed the problem this morning and all channels are at good levels now.

Unfortunately, I had to rush out within a few minutes of him arriving due to a family emergency, so firstly I didn't get his name to send some feedback of how knowledgeable and polite he was, but he continued to investigate the problem and told my partner that he had changed some of the connectors over outside my property and at the cabinet.

When I got back, all is super!!

He also spotted that the power supply for my superhub was the incorrect one, so changed that over too.

Amazing service!

I know a feedback survey may come through on e-mail but maybe you can let me know the technicians name so that I can send a feedback e-mail 🙂

[Akua_A]

Thank you for the feedback @BigFloppy.

We are glad our engineer was able to resolve this for you and that your service is running normally again.

We are currently unable to provide the name of the technician, however we can pass this feedback on to the relevant teams to be passed on to him.

Please do not hesitate to contact us if you need any further help.

Thanks,