on 23-07-2021 14:55
Engineer attended this morning due to gardener cutting the external Virgin coax cable which runs to my house - Full loss of service.
Engineer ran new cable and services have been restored. Unfortunately I am now only received around 40Mb download whereas I used to receive 600Mb+ (Oomph).
Upload speed seems fairly normal around 40Mb.
When attempting 'Network Diagnostic Tool' whilst logged into router, gets to about 10-20% and internet cuts out for few seconds where test fails. Can watch packets drop from continuous ping externally before coming back several seconds later.
Up:
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 | 60300046 | 49.8 | 5120 | 64 qam | 1 |
2 | 39400014 | 50.8 | 5120 | 64 qam | 4 |
3 | 46199966 | 49.8 | 5120 | 64 qam | 3 |
4 | 53700000 | 49.8 | 5120 | 64 qam | 2 |
Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 | ATDMA | 0 | 0 | 0 | 0 |
2 | ATDMA | 0 | 0 | 0 | 0 |
3 | ATDMA | 0 | 0 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
Down:
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 2.2 | 37 | 256 qam | 25 |
2 | 203000000 | 1.2 | 37 | 256 qam | 9 |
3 | 211000000 | 0.9 | 37 | 256 qam | 10 |
4 | 219000000 | 0.7 | 25 | 256 qam | 11 |
5 | 227000000 | 0.7 | 34 | 256 qam | 12 |
6 | 235000000 | 0.7 | 37 | 256 qam | 13 |
7 | 243000000 | 0.4 | 37 | 256 qam | 14 |
8 | 251000000 | 0 | 36 | 256 qam | 15 |
9 | 259000000 | -0.2 | 37 | 256 qam | 16 |
10 | 267000000 | -0.4 | 37 | 256 qam | 17 |
11 | 275000000 | -0.4 | 37 | 256 qam | 18 |
12 | 283000000 | -0.2 | 37 | 256 qam | 19 |
13 | 291000000 | 0 | 37 | 256 qam | 20 |
14 | 299000000 | 1.2 | 37 | 256 qam | 21 |
15 | 307000000 | 1.7 | 37 | 256 qam | 22 |
16 | 315000000 | 2.2 | 37 | 256 qam | 23 |
17 | 323000000 | 2.2 | 37 | 256 qam | 24 |
18 | 339000000 | 2.5 | 37 | 256 qam | 26 |
19 | 347000000 | 2.7 | 37 | 256 qam | 27 |
20 | 355000000 | 3.4 | 37 | 256 qam | 28 |
21 | 363000000 | 3.2 | 37 | 256 qam | 29 |
22 | 371000000 | 3.4 | 38 | 256 qam | 30 |
23 | 379000000 | 3.2 | 37 | 256 qam | 31 |
24 | 387000000 | 2.7 | 37 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.3 | 4966 | 16169 |
2 | Locked | 37.3 | 17396 | 36773 |
3 | Locked | 37.3 | 3995 | 26660 |
4 | Locked | 25.7 | 40729106 | 602122231 |
5 | Locked | 34.4 | 47352 | 13501 |
6 | Locked | 37.3 | 3702 | 14999 |
7 | Locked | 37.6 | 2043 | 18984 |
8 | Locked | 36.6 | 1933 | 20446 |
9 | Locked | 37.6 | 2400 | 21652 |
10 | Locked | 37.3 | 2267 | 26815 |
11 | Locked | 37.3 | 1934 | 27401 |
12 | Locked | 37.3 | 1690 | 24914 |
13 | Locked | 37.6 | 3464 | 12399 |
14 | Locked | 37.3 | 4609 | 13997 |
15 | Locked | 37.3 | 9423 | 19587 |
16 | Locked | 37.6 | 2917 | 21635 |
17 | Locked | 37.6 | 3249 | 15061 |
18 | Locked | 37.6 | 2517 | 25733 |
19 | Locked | 37.6 | 2120 | 27412 |
20 | Locked | 37.3 | 1471 | 27014 |
21 | Locked | 37.6 | 1750 | 26164 |
22 | Locked | 38.9 | 2283 | 23506 |
23 | Locked | 37.6 | 2604 | 21297 |
24 | Locked | 37.6 | 2099 | 18995 |
23-07-2021 15:09 - edited 23-07-2021 15:10
The signal levels are fine but there is a great deal of noise on the signal which is causing data corruption.
Have you restarted the Hub since the technician visit? If so then there is a connection fault which will need to found and corrected. As a start you should check that all the coax connections to the Hub and TV devices are tight.
If you haven't restarted the Hub, do so now and check the data again after a day.
on 23-07-2021 15:35
Thanks jpeg1,
Hub was restarted following engineer visit which made no difference.
Just popped to the cupboard where the splitter & power for splitter is connected and checked all connections, all seemed tight and haven't been in here since speeds were fine.
Just popped back and checked and appear to be back at normal speeds now. However, in regards to noise on the signal, the downstream stats still appear similar to those previously. New stats:
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 331000000 | 3 | 37 | 256 qam | 25 |
2 | 203000000 | 2 | 37 | 256 qam | 9 |
3 | 211000000 | 1.5 | 37 | 256 qam | 10 |
4 | 219000000 | 1.5 | 35 | 256 qam | 11 |
5 | 227000000 | 1.5 | 37 | 256 qam | 12 |
6 | 235000000 | 1.4 | 37 | 256 qam | 13 |
7 | 243000000 | 1 | 37 | 256 qam | 14 |
8 | 251000000 | 0.7 | 37 | 256 qam | 15 |
9 | 259000000 | 0.2 | 37 | 256 qam | 16 |
10 | 267000000 | 0.2 | 37 | 256 qam | 17 |
11 | 275000000 | 0.2 | 37 | 256 qam | 18 |
12 | 283000000 | 0.4 | 37 | 256 qam | 19 |
13 | 291000000 | 0.9 | 37 | 256 qam | 20 |
14 | 299000000 | 2 | 37 | 256 qam | 21 |
15 | 307000000 | 2.5 | 37 | 256 qam | 22 |
16 | 315000000 | 3 | 37 | 256 qam | 23 |
17 | 323000000 | 3 | 37 | 256 qam | 24 |
18 | 339000000 | 3.4 | 37 | 256 qam | 26 |
19 | 347000000 | 3.5 | 37 | 256 qam | 27 |
20 | 355000000 | 4 | 38 | 256 qam | 28 |
21 | 363000000 | 3.9 | 38 | 256 qam | 29 |
22 | 371000000 | 4 | 38 | 256 qam | 30 |
23 | 379000000 | 3.9 | 37 | 256 qam | 31 |
24 | 387000000 | 3.4 | 38 | 256 qam | 32 |
Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 37.3 | 4975 | 16169 |
2 | Locked | 37.6 | 17397 | 36773 |
3 | Locked | 37.3 | 3999 | 26660 |
4 | Locked | 35.5 | 41316790 | 638548458 |
5 | Locked | 37.3 | 48646 | 13996 |
6 | Locked | 37.6 | 3704 | 14999 |
7 | Locked | 37.3 | 2048 | 18984 |
8 | Locked | 37.6 | 1936 | 20446 |
9 | Locked | 37.6 | 2409 | 21652 |
10 | Locked | 37.3 | 2271 | 26815 |
11 | Locked | 37.3 | 1939 | 27401 |
12 | Locked | 37.6 | 1695 | 24914 |
13 | Locked | 37.3 | 3469 | 12399 |
14 | Locked | 37.6 | 4616 | 13997 |
15 | Locked | 37.6 | 9426 | 19587 |
16 | Locked | 37.6 | 2927 | 21635 |
17 | Locked | 37.6 | 3252 | 15061 |
18 | Locked | 37.6 | 2522 | 25733 |
19 | Locked | 37.6 | 2124 | 27412 |
20 | Locked | 38.6 | 1474 | 27014 |
21 | Locked | 38.6 | 1752 | 26164 |
22 | Locked | 38.9 | 2285 | 23506 |
23 | Locked | 37.6 | 2611 | 21297 |
24 | Locked | 38.6 | 2101 | 18995 |
on 23-07-2021 18:34
Your logs haven't cleared. Can you do a factory reset by holding in the pin switch for 30 seconds? Then wait for it to restart in its own time.
on 26-07-2021 08:25
Hello @Ell1,
Welcome to the community page, thank you for posting on here.
I am sorry to see your download speed seems slow since your engineer visit.
Please can you try doing the pinhole reset as suggested by @jpeg1.
Let us know how it goes.
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 26-07-2021 08:55
Resets and reboots won't help, because the problem is an SNR issue on D/S channel 4. A reboot or reset might shift the affected frequency (219 MHz) to a different D/S channel number, and may temporarily improve the SNR, but is unlikely to resolve the problem.
@Ell1 check all connections on VM coax cables in the house to see that the connectors are finger tight. If there's no lasting improvement it will need a technician visit unless the problem is down to noise somewhere else on the same segment and a tech visit for somebody else finds and fixes it.
on 26-07-2021 14:04
@Andrew-G
The reason for asking for a reset is that the data currently posted was running from before the technician's visit.
A fresh set of data will show whether the SNR problem still exists.
on 27-07-2021 09:13
@jpeg1 wrote:@Andrew-G
The reason for asking for a reset is that the data currently posted was running from before the technician's visit.
A fresh set of data will show whether the SNR problem still exists.
Hold on a moment, go back and read @Ell1 's reply to you: "Hub was restarted following engineer visit which made no difference....However, in regards to noise on the signal, the downstream stats still appear similar to those previously. New stats:......"
27-07-2021 09:31 - edited 27-07-2021 09:34
Yes I saw that, but if you look at the most recent stats and the previous ones you will see that they are almost identical with just a few numbers added. As you quoted from the OP. It's clear that the stats were not reset.
The problem may or may not have been fixed by the technician visit, but the only way to check is to reset the counters to zero and start with a clean sheet.
on 27-07-2021 10:01
Point taken, and I doff my cap to you, but the delta between the pre-tech visit and after is 36,426,227 post RS errors on D/S channel 4, which was still showing borderline SNR. I suppose it is possible those were built up only between the previous set and the actual point in time the tech worked their magic. If @Ell1 will kindly repost the latest downstream data we can see, whether the hub has since been restarted or not. If the hub is restarted, don't repost data until a few hours after the restart, because if the error counters are properly reset we'll see nothing.