Virgin Media Community

[sp_morris]

Hi,

I'd appreciate some advice as to whether I need an engineer to come out to a new Gig1 installation. It was upgraded just over a week ago and the speed to the hub on samknows was over 1Gb initially which was great, but the last two days I've been getting anything from 2Mb - 200Mb, but more often only 40Mb or less. I called Virgin and got put through to 2nd line support and was told that they were upgrading in my area and the service might be patchy until the 11 Feb and then they hung up (I hope it was by mistake), but I can't have it this unusable until the 11th Feb. The support engineer didnt even run any diagnostics to check if there was a problem at my end. I've added network status below and would appreciate if some one that understands this can comment.

Thanks in advance

[sp_morris]

3.0 Downstream channels

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

25	330750000	-4.8	38.6	QAM256	25
1	138750000	-8.1	29.1	QAM256	1
2	146750000	-6.7	29.6	QAM256	2
3	154750000	-7.2	29.1	QAM256	3
4	162750000	-6.4	31.1	QAM256	4
5	170750000	-5	34	QAM256	5
6	178750000	-4.4	34.3	QAM256	6
7	186750000	-4.8	33.8	QAM256	7
8	194750000	-4.8	36.4	QAM256	8
9	202750000	-5.2	35.8	QAM256	9
10	210750000	-6.1	34.9	QAM256	10
11	218750000	-7.2	33.5	QAM256	11
12	226750000	-6.6	35.1	QAM256	12
13	234750000	-7.3	35.8	QAM256	13
14	242750000	-8.8	35.8	QAM256	14
15	250750000	-10.3	35.1	QAM256	15
16	258750000	-10.6	35.1	QAM256	16
17	266750000	-10.8	34.9	QAM256	17
18	274750000	-8.8	35.1	QAM256	18
19	282750000	-6.1	36.4	QAM256	19
20	290750000	-4.5	36.6	QAM256	20
21	298750000	-3.5	37.4	QAM256	21
22	306750000	-3.4	37.6	QAM256	22
23	314750000	-3.6	37.6	QAM256	23
24	322750000	-4.1	37.6	QAM256	24
26	370750000	-7.6	36.6	QAM256	26
27	378750000	-9.8	36.4	QAM256	27
28	386750000	-10.9	35.8	QAM256	28
29	394750000	-10.8	35.6	QAM256	29
30	402750000	-9.7	36.4	QAM256	30
31	410750000	-8.5	37.4	QAM256	31

[sp_morris]

3.0 Downstream channels

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

25	Locked	38.605377	4	0
1	Locked	29.103352	689163	159049
2	Locked	29.574476	797664	20603
3	Locked	29.103352	670912	177514
4	Locked	31.072100	796406	564
5	Locked	33.956509	140534	0
6	Locked	34.345688	270467	0
7	Locked	33.834164	320779	0
8	Locked	36.386890	5790	0
9	Locked	35.779911	106671	0
10	Locked	34.925610	180432	0
11	Locked	33.486542	415497	3
12	Locked	35.083549	104269	0
13	Locked	35.779911	18527	0
14	Locked	35.779911	43147	0
15	Locked	35.083549	146153	0
16	Locked	35.083549	50445	0
17	Locked	34.925610	284	0
18	Locked	35.083549	322	0
19	Locked	36.386890	41	0
20	Locked	36.609653	400	0
21	Locked	37.355988	26	0
22	Locked	37.636276	8	0
23	Locked	37.636276	0	0
24	Locked	37.636276	1	0
26	Locked	36.609653	1	0
27	Locked	36.386890	34	0
28	Locked	35.779911	113	0
29	Locked	35.595078	46	0
30	Locked	36.386890	0	0
31	Locked	37.355988	0	0

[sp_morris]

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

86

4K

1680

QAM256

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

33

-12.7

4571845

11296

[carl_pearce]

---

@sp_morris wrote:

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

86

4K

1680

QAM256

424

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

33

-12.7

4571845

11296

---

There isn't much right with your line to be honest:

• Downstream power levels out of spec (-6 to + 10 is in spec, 0dB optimal).
• SNR all over the place.
• DOCSIS 3.1 power level too low and QAM level is low (Should be 4096).

[sp_morris]

Thanks for the quick response Carl. 

I assume in this case I should keep calling support and insist they send out an engineer?

Cheers
Steve

[carl_pearce]

---

@sp_morris wrote:

Thanks for the quick response Carl. 

I assume in this case I should keep calling support and insist they send out an engineer?

Cheers
Steve

---

I can't see how 'upgrades' could fix such bad line quality, so yes, you need to persist with VM.

EDIT: Maybe 'upgrades' could be the cause, not easy to tell.