angry at vm

[whitedog]

well lets start my modem keep restarting and ready light fliking constantly i have been sent a new modem wow it didn`t do pipeing all and i upgraded 1 week ago to 10 mg and im only getting 5mg
http://www.speedtest.bbmax.co.uk/results.php?t=1222565429&v=5147757

i rung vm up 3 times in 30 mins and got no sence on fo them cut me off blank and the other 2 were like oh nothign wrong with virgin our end our your modem but it is if frequantly my modem reboots or don`t work i mean does anyone els have same problem it`s peeing me of big time

[cimt]

They should ask you if you want to book an engineer to go to your house and check your speeds. Phone them again and ask for one, when the engineer sees you're not getting the correct speed, he'll probably give you a new modem to try out.

[whitedog]

i asked and the woemn said i can`t send one out sorry if there ant a problem and im liek wtf lol

modem details

Cable Modem : DOCSIS 1.0/1.1/2.0 Compliant

[moaningmags]

Can you post power and SNR levels from your modem.
I doubt a new modem will sort a flashing ready light, really needs resolving by a tech.

[whitedog]

Downstream SNR : 37.9 dB
Upstream transmit Power Level : 52.0 dBmV

[moaningmags]

Does it sit steady at 52.0dBmv or fluctuate?
If your ready light flashes again, recheck those levels as it could be a fluctuating power level, it gets too high, modem goes offline, modem comes back online when power level reduces.
What's your downstream power level?

[whitedog]

Downstream Receive Power Level : 6.3 dBmV

and i feel as if vm called me a liar i realy do

[moaningmags]

It's hard to troubleshoot something that's intermittent.
Easier to check when it's down.
If it's rebooting more than once a day I'd demand the next agent you speak to, ask 2nd line to check your modem's history.
They can tell how often it's rebooting.

[whitedog]

Downstream Receive Power Level : 6.6 dBmV
Downstream SNR : 38.1 dB
Upstream transmit Power Level : 47.5 dBmV


keeps chaning plz give me tips of what to say so i can get it sorted

results 2 minets later

Downstream Receive Power Level : 6.4 dBmV
Downstream SNR : 37.8 dB
Upstream transmit Power Level : 47.0 dBmV

3 mins after that
Upstream transmit Power Level : 40.0 dBmV
Downstream Receive Power Level : 6.6 dBmV
Downstream SNR : 37.9 dB

[moaningmags]

That's a 5.0 dBmv drop in the space of a few minutes, does look like you have fluctuating power levels.
If you've lost faith in the agents on the phone, post in the VM support newsgroups.
When posting give as much info as possible, tell them about the varying power levels and constant reboots.
If you don't already have the newsgroups set up, the following link shows how to setup Outlook Express:-

http://www.virginmedia.com/customers/newsgroups/setting-up-outlook-express-exntl.php

Make sure to use a duff email address or you'll get spammed.
The only info that really needs to be entered in the wizard when setting up is the server.
The server is news.virginmedia.com
The group you're looking for is virginmedia.support.broadband.cable
Never post your account number, post your original username similar to ab001c1234
This will allow the newsgroups guys to find your account and then modem history.
The group is manned 8am-10pm and they have approx 4 hours from when you post to reply.

HTH

The following link shows various issues around the country, perhaps one of those is affecting you.

http://status-cable.virginmedia.com/vmstatus/dailyupdate.do

[whitedog]

ok am gonna phone them up agan tomoz with the information i have here thanks and if that don`t help then im gonna open the box and do it my self

[moaningmags]

Definitely a power level issue and mostly likely causing your problems.
Make sure the white coaxial cable is screwed in tightly at back of the modem.
If it's not secure it can cause this problem.
Failing that call tech or post in newsgroups as it could be the cabling in the house, street or cabinet.

[whitedog]

ok will do thanks could you tell me anythign to say to the tech when i ring them up omoz as i get puzzled what to say also i looked in my modem logs and i got critical and erro messages in there and tey didnt pick up on them

[moaningmags]

We rarely use the modem logs.
Tell them you have an intermittent connection problem caused by your upstream power levels. Tell him/her it fluctuates by as much as 12dBmv in a few minutes and if not happy with what they tell you, demand they escalate it to 2nd line.

[whitedog]

ok im only 17 wa does 2end line mean

[moaningmags]

When you call through to technical support, the first agent you speak to is on what's called 1st line.
When we can't figure something out or can't see any problems but the customer swears something is happening we call more senior techs, called 2nd line, as they can see more network stuff than we can.

[whitedog]

ahh ok thanks you have helped alot and do you work for vm if u do could i say i got told by a vm tech

[moaningmags]

Yes, I work for VM, you can say that if you want.
Given the time just now is probably why you've only had my responses so far, a lot of techs post here and will post in their penny's worth in the morning.

[whydoIneedatech]

Post what modem you have and your Frequencies from your config pages of your modem. The should be a sticker on the bottom saying what model, also please post what speed your connection is supposed to be.

Can you tell me if you are EX-NTL or EX-Telewest.

Do you also have a wireless router on your connection if so does it make a difference if you connect direct to your computer.

[Kymmy]

2nd line are the tech support people who can help directly on the phone. (1st line beig the people you speak to before them (the type who tell you there's nothing wrong, or to reset your modem)) and 3rd line being people who do stuff either in the background and you don;t get to speak to them but they're the serious technical gurus.

[whitedog]

it`s the new vigin media modem an ambit
and frequancy are down the page

[whydoIneedatech]

it`s the new vigin media modem an ambit
and frequancy are down the page
The Frequency will something like 331000000 hz or similar which is it?

[Kymmy]

well lets start my modem keep restarting and ready light fliking constantly i have been sent a new modem wow it didn`t do pipeing all and i upgraded 1 week ago to 10 mg and im only getting 5mg
[URL]http://www.speedtest.bbmax.co.uk/results.php?

Ignore the results of that test. I did did the same on a 10Mb business account which NEVER drops below 9Mbps and got 5.9Mbps

http://www.speedtest.bbmax.co.uk/results.php?t=1222601238&v=5148924

Where as the cableforum speedtest gave me

Sun, 28 Sep 2008 10:18:49 GMT

Test 1: 1024K took 870 ms = 1177 KB/sec, approx 9698 Kbps, 9.47 Mbps
Test 2: 1024K took 846 ms = 1210.4 KB/sec, approx 9974 Kbps, 9.74 Mbps
Test 3: 1024K took 861 ms = 1189.3 KB/sec, approx 9800 Kbps, 9.57 Mbps
Test 4: 2048K took 1775 ms = 1153.8 KB/sec, approx 9507 Kbps, 9.28 Mbps

Overall Average Speed = approx 9745 Kbps, 9.52 Mbps

Speed tests can be really inaccurate, best to do simultaneous downlaods from the VM servers

[whydoIneedatech]

------------------------------------------------------------------

If you are a Virgin Media customer then the best speedtest is from the link below.

Have you tried going to this link to check your speeds http://gamefiles.virginmedia.com/

click on blueyondergames>demos>then click on at least 2 large files around 400/500 mb and save them to your desktop, and then wait a couple of minutes then write down the transfer rates on the files that are running> times them by 8 and you will get a truer download speed.

i.e : 250kbps X 8 = 2MB, 500kbps X 8 = 4MB, 1250kbps X 8 = 10MB, 2500kbps X 8 = 20MB
-----------------------------------------------------------

[Kymmy]

---------------------------------

I knew you;d soon be along and post the method and server addresses :D ;) :)

[whydoIneedatech]

I knew you;d soon be along and post the method and server addresses :D ;) :)
I did as expected madam:p:

[moaningmags]

Think we need to sort his power levels before sorting his speeds.
His posts show a 12dBmv drop in the space of a few minutes, if it's spiking too then that could be the issue and will most likely need a tech to sort.

[whydoIneedatech]

Think we need to sort his power levels before sorting his speeds.
His posts show a 12dBmv drop in the space of a few minutes, if it's spiking too then that could be the issue and will most likely need a tech to sort.
Definitely needs a Tech as you said earlier but just giving details of how to test speed correctly rather than using www.speedtest.net or similar.;)

[whitedog]

Downstream Frequency : 331000000 Hz
Upstream Frequency : 37500000 Hz

[moaningmags]

Your frequencies are fine, just keep monitoring your power levels.

[whitedog]

ok i am fed up know i asked them to look at my logs told them my donstream and upstream things but they just ignored me and i am fed up i ann leaving them they treatr us like sh*t it`s unbelivible i rung them 7 god dam times and got blanked im sorry i love all teh help i have had i realy do but it is pathetic when they blank me they said phone back when your in the issue "duh i did " does anyoen els have any good isp provider

[Stabhappy]

just post in the newsgroup saying you have fluctuating power levels and you'll get a tech sorted out in no time.

[whitedog]

ok i sent a message on the newsgroup how will i know when i get a new message

[joglynne]

You will need to keep an eye on your post in the newsgroups. It should get an official response within 4 hours and you will notice a X appears on the left next to your post when someone has responded

[Stabhappy]

a tech will reply to your post, you just have to check it every 15-20 minutes (they're quite quick).

[whitedog]

the modem appears to have dropped offline twice in 5 days and it does not
appear to be flapping either. Do both power levels drop by 12 dBmV? Both
levels would still be within the correct range even if they did though it
could still cause some difficulties.




thats what the tech said i don`t get it

[moaningmags]

He's asked when you are available for a technician.

[whitedog]

yep i sent a replie ow yea its gonn get fixed i hope

[joglynne]

Fingers crossed you're on your way to getting sorted. Don't forget to come back to this thread and let us know how you got on. :)

[whitedog]

i will i will be able to help people know as well yay

[whitedog]

hay guys the tech is comming out tomoz at 12 till 6 so can`t wait yay

[joglynne]

OK whitedog. Good luck tomorrow. https://www.cableforum.co.uk/images/local/2012/10/10.gif

[whitedog]

he came out and he said nothing wronh with the downsteam upstream thingy but he gonna conntact networks to see the cabnet so yea he did try everything