on 22-02-2022 21:10
Hi all,
Have spoken to several VM support agents about issues I'm facing with my Gig 1 service.
Unfortunately, for at least several months, the service declines from 600-800Mbps to max. 90Mbps. A reboot fixes it most of the time, but it soon reverts back to 90Mbps. Upload remains stable.
I am testing with a device directly connected to the hub in Modem Mode.
Apparently there's a note for the backend team to look at this issue, but I'm concerned that the issue has persisted for several months so far with no resolution.
Could you take a look at my downstream logs and let me know if there's an issue.
Many thanks in advance.
on 22-02-2022 21:11
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
25 | 331000000 | 2.4 | 37.4 | QAM256 | 25 |
32 | 387000000 | 4.7 | 37.4 | QAM256 | 32 |
33 | 395000000 | 2.4 | 37.6 | QAM256 | 33 |
34 | 403000000 | 5 | 38.6 | QAM256 | 34 |
35 | 411000000 | 4.6 | 37.6 | QAM256 | 35 |
36 | 419000000 | 2.4 | 36.6 | QAM256 | 36 |
37 | 427000000 | 2.2 | 37.4 | QAM256 | 37 |
38 | 435000000 | 4 | 37.6 | QAM256 | 38 |
39 | 443000000 | 4.1 | 37.6 | QAM256 | 39 |
40 | 451000000 | 2.2 | 37.4 | QAM256 | 40 |
10 | 211000000 | 5.2 | 37.4 | QAM256 | 10 |
11 | 219000000 | 6 | 37.6 | QAM256 | 11 |
12 | 227000000 | 6 | 37.6 | QAM256 | 12 |
13 | 235000000 | 5.9 | 37.6 | QAM256 | 13 |
14 | 243000000 | 4.2 | 37.6 | QAM256 | 14 |
15 | 251000000 | 5.4 | 37.4 | QAM256 | 15 |
16 | 259000000 | 6.5 | 37.6 | QAM256 | 16 |
17 | 267000000 | 4.4 | 37.4 | QAM256 | 17 |
18 | 275000000 | 4.1 | 37.4 | QAM256 | 18 |
19 | 283000000 | 4 | 37.4 | QAM256 | 19 |
20 | 291000000 | 5.7 | 37.6 | QAM256 | 20 |
21 | 299000000 | 3.6 | 37.4 | QAM256 | 21 |
22 | 307000000 | 7.3 | 37.4 | QAM256 | 22 |
23 | 315000000 | 6.6 | 37.4 | QAM256 | 23 |
24 | 323000000 | 7.2 | 37.4 | QAM256 | 24 |
26 | 339000000 | 4.6 | 37.4 | QAM256 | 26 |
27 | 347000000 | 3.1 | 36.6 | QAM256 | 27 |
28 | 355000000 | 4.3 | 36.6 | QAM256 | 28 |
29 | 363000000 | 1.9 | 36.4 | QAM256 | 29 |
30 | 371000000 | 5.1 | 37.6 | QAM256 | 30 |
31 | 379000000 | 5.2 | 37.6 | QAM256 | 31 |
Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
25 | Locked | 37.355988 | 0 | 0 |
32 | Locked | 37.355988 | 0 | 0 |
33 | Locked | 37.636276 | 0 | 0 |
34 | Locked | 38.605377 | 0 | 0 |
35 | Locked | 37.636276 | 0 | 0 |
36 | Locked | 36.609653 | 0 | 0 |
37 | Locked | 37.355988 | 0 | 0 |
38 | Locked | 37.636276 | 0 | 0 |
39 | Locked | 37.636276 | 0 | 0 |
40 | Locked | 37.355988 | 0 | 0 |
10 | Locked | 37.355988 | 0 | 0 |
11 | Locked | 37.636276 | 0 | 0 |
12 | Locked | 37.636276 | 0 | 0 |
13 | Locked | 37.636276 | 0 | 0 |
14 | Locked | 37.636276 | 0 | 0 |
15 | Locked | 37.355988 | 0 | 0 |
16 | Locked | 37.636276 | 0 | 0 |
17 | Locked | 37.355988 | 0 | 0 |
18 | Locked | 37.355988 | 0 | 0 |
19 | Locked | 37.355988 | 0 | 0 |
20 | Locked | 37.636276 | 0 | 0 |
21 | Locked | 37.355988 | 0 | 0 |
22 | Locked | 37.355988 | 0 | 0 |
23 | Locked | 37.355988 | 0 | 0 |
24 | Locked | 37.355988 | 0 | 0 |
26 | Locked | 37.355988 | 0 | 0 |
27 | Locked | 36.609653 | 0 | 0 |
28 | Locked | 36.609653 | 0 | 0 |
29 | Locked | 36.386890 | 0 | 0 |
30 | Locked | 37.636276 | 0 | 0 |
31 | Locked | 37.636276 | 0 | 0 |
on 22-02-2022 21:13
3.1 Downstream channels
Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159 | 96 | 4K | 1880 | QAM4096 | 759 |
Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159 | Locked | 37 | -2.8 | 202548592 | 0 |
on 22-02-2022 21:46
on 26-02-2022 16:51
Hey @Dan_F123,
Welcome to the community and thanks for taking the time to post your issue on the forums.
I'm sorry to hear of the issues that you're having, I have looked into this and can see that there is an issue with your upstream power levels that will need a technician visit to resolve.
I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.
Please look out for the private message and we can get started.
Regards,
Steven_L
on 27-02-2022 13:27
Thanks for confirming your details via private message @Dan_F123.
I have arranged for the appointment and you can track your engineer appointments online. Simply sign in to My Virgin Media and you’ll see your appointments on your account dashboard.
Regards,
Steven_L
on 27-02-2022 13:29
Thanks Steven!