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jbrennand
Legend
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Message 11 of 18
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Re: Lots of Post RS errors on one channel?

Try calling “Retentions” on 150 or 0345 454 1111 - options 1-1-4-5 "Thinking of leaving" - they are open Monday – Friday, 8am - 8pm and on Saturday from 8am - 6pm. – [early is best!]) you will usually get a UK call centre who's staff are more informed. Tell them you are thinking of leaving for Sky/BT because of these problems - and they will try and sort it for you (as it’s their job to keep customers).

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Superuser
Superuser
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Message 12 of 18
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Re: Lots of Post RS errors on one channel?

I'd say updating this thread was the best thing, as it gives history of the issue and context in the same thread.

Looks like there is still a potential noise issue that the engineer failed to deal with, although to be fair I believe they can be tricky issues to nail down.

@ModTeam Can you please assign this to somebody on the forum team in Manchester to assist this customer.  The thread hasn't been visited by staff ever (despite being started months ago) and the customer is getting poor service from the offshore customer service team on the phone.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out.
My setup: V6 TV box, Vivid 200 Optical fibre with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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RatmanGB
Joining in
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Message 13 of 18
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Re: Lots of Post RS errors on one channel?

Further update, errors continue to pile up on one channel:

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.9

1517

59880

2

Locked

38.6

525

0

3

Locked

38.6

1152

119

4

Locked

38.6

1555

53

5

Locked

38.9

859

9

6

Locked

38.9

596

0

7

Locked

38.6

460

0

8

Locked

38.9

460

0

9

Locked

40.3

496

0

10

Locked

38.9

365

0

11

Locked

38.9

360

0

12

Locked

38.9

447

0

13

Locked

38.6

847

81

14

Locked

38.9

462

0

15

Locked

38.9

760

4

16

Locked

40.3

507

5

17

Locked

38.9

507

0

18

Locked

38.9

752

0

19

Locked

38.9

811

0

20

Locked

38.9

428

0

21

Locked

38.9

702

0

22

Locked

38.9

907

2

23

Locked

38.9

1829

7

24

Locked

38.9

1644

0

Is there any more useful information from the router status pages I should post?

Thanks!

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griffin
Alessandro Volta
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Message 14 of 18
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Re: Lots of Post RS errors on one channel?

Posting the first part of the downstream stats would be useful to determine the channel frequencies, the network logs would be useful as well.

On the face of it, it looks like you have some impulse noise on your primary downstream, which would be problematic as the noise could be corrupting the MAC layer messages that DOCSIS uses to fine tune the connection.

 

 

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RatmanGB
Joining in
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Message 15 of 18
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Re: Lots of Post RS errors on one channel?

Here's the first part of the downstream stats, and the latest second part:

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

435000000

2.5

38

256 qam

4

2

411000000

3.5

38

256 qam

1

3

419000000

2.5

38

256 qam

2

4

427000000

2.5

38

256 qam

3

5

443000000

2.4

38

256 qam

5

6

451000000

2.5

38

256 qam

6

7

459000000

2.2

38

256 qam

7

8

467000000

2.2

38

256 qam

8

9

475000000

1.9

38

256 qam

9

10

483000000

1.7

38

256 qam

10

11

491000000

1.5

38

256 qam

11

12

499000000

1.4

38

256 qam

12

13

507000000

1.2

38

256 qam

13

14

515000000

1.2

38

256 qam

14

15

523000000

1.2

38

256 qam

15

16

531000000

1.2

38

256 qam

16

17

539000000

0.7

38

256 qam

17

18

547000000

0.5

38

256 qam

18

19

555000000

0.4

38

256 qam

19

20

563000000

0

38

256 qam

20

21

571000000

0

38

256 qam

21

22

579000000

-0.4

38

256 qam

22

23

587000000

-0.7

38

256 qam

23

24

595000000

-0.7

38

256 qam

24

 

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

1721

63081

2

Locked

38.6

627

0

3

Locked

38.6

1385

142

4

Locked

38.6

1733

54

5

Locked

38.6

1037

9

6

Locked

38.9

710

0

7

Locked

38.9

533

0

8

Locked

38.9

535

0

9

Locked

38.9

571

0

10

Locked

38.9

428

0

11

Locked

38.9

442

0

12

Locked

38.6

527

0

13

Locked

38.6

976

120

14

Locked

38.6

576

0

15

Locked

38.9

911

5

16

Locked

38.9

593

5

17

Locked

38.9

558

0

18

Locked

38.6

830

0

19

Locked

38.6

924

0

20

Locked

38.9

508

0

21

Locked

38.6

817

0

22

Locked

38.6

1044

2

23

Locked

38.6

1973

7

24

Locked

38.6

1833

0

 

Thanks for your help.

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griffin
Alessandro Volta
205 Views
Message 16 of 18
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Re: Lots of Post RS errors on one channel?

You still have noise ingress  at 435 Mhz which needs to be looked at by VM.

It might be worth trying rebooting the Hub to see if you pick up a different primary, which may improve things a bit until VM can sort out the noise ingress.

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dazlicous
On our wavelength
204 Views
Message 17 of 18
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Re: Lots of Post RS errors on one channel?

Mine was rebooted yesterday

 

post RS errors are crazy high on channel 2 3 and 4 are higher than the others 

Refresh data
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12987500002.738256 qam21
21387500001.538256 qam1
31467500001.540256 qam2
41547500001.540256 qam3
51627500001.440256 qam4
61707500001.538256 qam5
71787500001.738256 qam6
81867500001.938256 qam7
9194750000240256 qam8
10202750000240256 qam9
11210750000240256 qam10
12218750000240256 qam11
13226750000240256 qam12
14234750000240256 qam13
152427500002.240256 qam14
16250750000240256 qam15
172587500002.238256 qam16
182667500002.540256 qam17
192747500002.240256 qam18
202827500002.440256 qam19
212907500002.540256 qam20
22306750000340256 qam22
233147500003.440256 qam23
243227500003.240256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.9480
2Locked38.9488910
3Locked40.3172870
4Locked40.332930
5Locked40.3100
6Locked38.9180
7Locked38.9230
8Locked38.6220
9Locked40.3220
10Locked40.3240
11Locked40.3290
12Locked40.3120
13Locked40.3130
14Locked40.3210
15Locked40.9210
16Locked40.9240
17Locked38.9220
18Locked40.3370
19Locked40.3360
20Locked40.3440
21Locked40.3310
22Locked40.3330
23Locked40.3260
24Locked40.3240

 

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Moderator
Moderator
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Message 18 of 18
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Re: Lots of Post RS errors on one channel?

Hi RatmanGB,

 

Thank you for your post and sorry for the delay in getting back to you.

I'm sorry to read that you are still experiencing issues with your broadband.

I'm going to send you a private message so we can look into this further.

 

Thanks,

 

Dave_DW

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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