500M High upload power following planned maintenance - Page 2

david_w2k · 08-01-2021, 13:57

Quote:

Originally Posted by jb66

3 of your upstream is at max transmit I think you need less attenuation

Thanks yeah seems to be the conclusion.

I got through to VM earlier as had another short drop out... The person on the phone refused to log it as an issue, said there is no fault and started going down the route of saying it was due to my own router (which they also cannot help with).

I tried to explain it was due to the cable running from their modem to their cabinet but he said his workflow shows no issue, nothing they can do to help!! He also wouldnt give me a reference number so that I could follow up.

Is anyone who works for VM able to help me book an engineer to resolve? Or send me some instructions and I'll walk over to the cabinet by our driveway (joking)

Sephiroth · 08-01-2021, 14:03

Is an attenuator fitted?

As has been pointed out, 51 is the upper upstream power limit and the system will continue to work until/unless the VM can't read what is sent at 51. In that case, after a number of retries, the modem will soft reset. This would show in the logs as a succession of T3 error followed by a T4 event, which is the reset. I'm assuming that the firmware still reports this stuff.

Your short outages are events caused by downstream issues. If the Post-RS error rate is rising from hour to hour (or indeed minute to minute), then you have data corruption coming into the modem. As this is sporadic, it's unlikely to be the modem itself. It could be anywhere (like a tired laser at the optical node in the street). The key to finding out more is to ask your neighbours if it's happening to them. If so, then it's an area fault; if not then it may be anything from the local cabinet tap point to the drop point at your home.

So thr ate at which Post-RS errors are occurring is the next diagnostic needed.

david_w2k · 08-01-2021, 14:19

Quote:

Originally Posted by Sephiroth

Is an attenuator fitted?

As has been pointed out, 51 is the upper upstream power limit and the system will continue to work until/unless the VM can't read what is sent at 51. In that case, after a number of retries, the modem will soft reset. This would show in the logs as a succession of T3 error followed by a T4 event, which is the reset. I'm assuming that the firmware still reports this stuff.

Your short outages are events caused by downstream issues. If the Post-RS error rate is rising from hour to hour (or indeed minute to minute), then you have data corruption coming into the modem. As this is sporadic, it's unlikely to be the modem itself. It could be anywhere (like a tired laser at the optical node in the street). The key to finding out more is to ask your neighbours if it's happening to them. If so, then it's an area fault; if not then it may be anything from the local cabinet tap point to the drop point at your home.

So thr ate at which Post-RS errors are occurring is the next diagnostic needed.

Thanks Seph. They only increment up when the issue is occurring, otherwise they stay the same. For example I copy and pasted that table yesterday and the numbers were the same this morning following no issues. TBB graph completely clean normally and I get full speed, so most of the time I forget about the power levels etc.

Over the past few months I havent kept a close eye on it so will keep looking but am reluctant to spend too much time on it if I can't get through to a VM engineer at a suitable level to have a sensible discussion on the phone and they understand basic networking concepts.

Will chat with one of our neighbours and report back. Really appreciate your advice by the way!

EDIT: No attenuator fitted

Sephiroth · 08-01-2021, 14:48

If you get a moment, have a read of the attachment. It covers all the plates that are spinning at the same time!

david_w2k · 08-01-2021, 16:27

Quote:

Originally Posted by Sephiroth

If you get a moment, have a read of the attachment. It covers all the plates that are spinning at the same time!

Thanks - will do! Have used your excellent guide in the past but not for a long time - really interesting.

In terms of resolving the issue wherever it sits I assume it’ll need a VM engineer though? I guess Ill probably wait until it’s a bigger issue to hopefully get past the tier 1 support team...

jb66 · 08-01-2021, 17:27

Quote:

Originally Posted by david_w2k

Thanks yeah seems to be the conclusion.

I got through to VM earlier as had another short drop out... The person on the phone refused to log it as an issue, said there is no fault and started going down the route of saying it was due to my own router (which they also cannot help with).

I tried to explain it was due to the cable running from their modem to their cabinet but he said his workflow shows no issue, nothing they can do to help!! He also wouldnt give me a reference number so that I could follow up.

Is anyone who works for VM able to help me book an engineer to resolve? Or send me some instructions and I'll walk over to the cabinet by our driveway (joking)

If you turn off your hub and use the my virgin app and choose the flow of flashing green light it lets you book a technician