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Paulina_Z
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Message 31 of 47
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Re: Power levels

Hi @Frank029,

 

Thank you for providing me with the details of the cabinet location via Private Message.

 

I have submitted the location and images you shared with us to our dedicated team, so this can be investigated further. 

 

Apologies that this has not been looked into earlier. Our team will be looking into this as soon as they can.

 

Thanks!

Paulina_Z
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Straight6Petrol
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Message 32 of 47
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Re: Power levels

Your power levels do look in spec but to fluctuate that much is concerning.

One thing that has been overlooked is your error rate, that many post-rs errors much be killing you speed. 

VM, surely these errors need investigating at a minimum?

Andrew-G
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Message 33 of 47
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Re: Power levels

The uncorrected errors are indeed a matter for concern (a good number of post-RS errors is zero, and an acceptable number is the odd one or two per day), but the previously posted network log is an absolute stinker, and shows that the hub is repeatedly losing channels or the entire connection.  Hopefully when that disgraceful mess of a cabinet is repaired things will improve, if not then there's an underlying noise issue that VM still need to fix. 

https://community.virginmedia.com/t5/Speed/Hub-status-data-understanding-network-log-messages/m-p/47...

Very, very infrequently, customers have problems that despite the evidence of network logs and BQM traces, VM claim they can't detect and that "all looks good from out side".  In those cases, you need to have the patience and determination of a saint to force the company to resolve this, or may need to consider getting a new ISP.  Hopefully it won't come to that.

 

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Ayisha_B
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Message 34 of 47
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Re: Power levels

Hi @Frank029,

 

I have checked your account again and can see the agent you spoke last week advised another technician was required after running through some further checks on the system however you declined. 

 

How are things with your service now? Has anybody been on site to repair the cabinet yet? If not, I will ask my colleague Paulina to chase the team up as she raised the job with them. 

 

Let me know if you would like me to go ahead and arrange that visit so the engineer can get things checked over.

 

Thank you

 

Ayisha_B
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Frank029
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Message 35 of 47
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Re: Power levels

Good Morning,

Cabinet has been looked at Thursday and Friday, I have reset the Hub again lets see what this brings.

Thursday PMThursday PMFriday PMFriday PM

I will carry on and monitor it now i am back home.

Thanks

Frank

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Ayisha_B
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Message 36 of 47
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Re: Power levels

Glad to hear the Cab has been repaired Frank.

 

Please do continue to monitor things and let us know how you get on.

 

Have a lovely weekend. 

Ayisha_B
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Michael_JK
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Message 37 of 47
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Re: Power levels

Hi @Frank029,

Just checking in to see how the connection is looking since your reset at the weekend?

Let us know and we'll help further if needed.

Best,


Michael_JK
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Frank029
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Message 38 of 47
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Re: Power levels

Hi,

All seems ok at the moment even with the rain we had, so i will try some stuff later on and see how it goes.

 

Regards

Frank

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Ayisha_B
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Message 39 of 47
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Re: Power levels

Glad to hear that @Frank029

 

You know where we are if you need us 🙂

 

Regards

Ayisha_B
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Frank029
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Message 40 of 47
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Re: Power levels

Just an update after getting it in the ear again.

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

1410250000440256 qam1
2418250000440256 qam2
34262500003.740256 qam3
44342500003.540256 qam4
54422500003.740256 qam5
64502500003.740256 qam6
74582500003.440256 qam7
84662500003.240256 qam8
9474250000340256 qam9
10482250000340256 qam10
114902500002.438256 qam11
124982500002.740256 qam12
135062500002.540256 qam13
145142500002.240256 qam14
155222500002.240256 qam15
16530250000240256 qam16
17538250000240256 qam17
185462500001.540256 qam18
195542500001.440256 qam19
205622500001.540256 qam20
215702500001.240256 qam21
225782500000.940256 qam22
235862500001.240256 qam23
245942500001.240256 qam24



Downstream bonded channels

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

1Locked40.3115127693
2Locked40.392235956
3Locked40.369886162
4Locked40.376487341
5Locked40.381687026
6Locked40.965415688
7Locked40.351755095
8Locked40.334903812
9Locked40.319323896
10Locked40.326624790
11Locked38.941735129
12Locked40.928414939
13Locked40.939315755
14Locked40.344557459
15Locked40.345227405
16Locked40.345997272
17Locked40.365155859
18Locked40.388954844
19Locked40.980739338
20Locked40.3957512581
21Locked40.31010914903
22Locked40.31020014123
23Locked40.3981815171
24Locked40.91145215311

 

15370000042512064 qam6
23940000041.3512064 qam8
34620000041.5512064 qam7
46030000042.5512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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