KillswitchEdge
25-05-2009, 13:40
Hey guys,
I've got a friend who lives a few miles from here who's in a bit of a predicament.
Basically, he's got VM Cable (he told me he was supposed to be being upgraded to 10mb sometime soon) and for the last two days he's had no Internet connection in the slightest.
His modem Sync light comes on and goes off regularly, and his ready light flickers like it's a strobe light.
The thing is, he's had a habit of being a bit late with his payments in the past, though he's got a direct debit sorted apparently, and his next bill isn't due until around the 8th of June, so that's what's making me think this isn't simply a case of him being cut off.
I've copied his modem's logs and settings, and his power levels and frequencies seem to be fluctuating rapidly. I talked to a nice young man called "Damian" in India who was about as helpful as a packet of crisps, who insisted that he was running tests and that the modem was working fine. When I mentioned that my friend had a network set up (basically 1 computer connected to the modem directly and then a second computer connected to the first via ethernet using Internet Connection Sharing in Windows - a solution they've been using for over a year with zero issues), he pretty much locked down and immediately blamed the network, despite there being no changes to the way it's set up.
The network also wouldn't explain why the modem is incapable of connecting to the network, however I did notice when I looked at his modem page at 192.168.100.1 that his "Network Access" is being defined as "Denied".
The thing is, he's in a bit of a financial crunch right now, and with him having no landline and only a pay as you go mobile, he can't afford to call VM tech support, and should an engineer be needed he's very unlikely to be able to afford an engineer call-out either.
I called VM's tech support on my mobile, was on for 10 minutes and got nowhere because of VM tech support in India's amazing ability to deny everything and blame everyone but themselves without giving a definite answer. Is there any chance maybe one of you fine VM employees over here could help my friend out please? I can provide a contact number, his account number and whatever other details you'd like via PM, but as I said, he's unable to call himself due to his situation.
I'll try and post what various logs and such that I managed to copy last night in code boxes here, hopefully it'll give you guys more of an insight as to what's going on.
Cable Modem Information
Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant
MOD: REMOVED MAC/SERIAL
Boot Code Version : 3.1.6d
Software Version : 2.94.1015
Hardware Version : 1.19Cable Modem Status
Item Status Comments
Acquire a Downstream Channel 40600000 Hz Locked
Connectivity State In Progress Ranging Complete
Boot State In Progress Unknown
Connectivity State fluctuates between "Not Synchronized", "Ranging Complete" and "Upstream Parameters Acquired"
Acquire a Downstream Channel fluctuates from 40600000 Hz to 122750000 Hz
Boot State fluctuates between "Unknown", "Waiting for DHCP Offer" and something else which I missed apparently.
His Cable Modem Downstream page was fluctuating so rapidly that I actually copied it four times to show you just how much it was bouncing around:
Cable Modem Downstream
Downstream Lock : Not Locked
Downstream Channel Id : 0
Downstream Frequency : 570750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps128Increment1
Downstream Receive Power Level : 5.7 dBmV
Downstream SNR : 22.2 dB
Cable Modem Downstream
Downstream Lock : Not Locked
Downstream Channel Id : 0
Downstream Frequency : 706750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps128Increment1
Downstream Receive Power Level : -5.8 dBmV
Downstream SNR : 22.1 dB
Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 4
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -2.9 dBmV
Downstream SNR : 34.2 dB
Cable Modem Downstream
Downstream Lock : Not Locked
Downstream Channel Id : 0
Downstream Frequency : 298750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps128Increment1
Downstream Receive Power Level : -7.6 dBmV
Downstream SNR : 22.0 dBHis Upstream was the same, so I copied that 3 times too:
Cable Modem Upstream
Upstream Lock : Not Locked
Upstream Channel ID : 0
Upstream Frequency : 0 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 0 Ksym/sec
Upstream transmit Power Level : 33.0 dBmV
Upstream Mini-Slot Size : 0
Cable Modem Upstream
Upstream Lock : Not Locked
Upstream Channel ID : 2
Upstream Frequency : 37500000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 33.0 dBmV
Upstream Mini-Slot Size : 2
Cable Modem Upstream
Upstream Lock : Not Locked
Upstream Channel ID : 3
Upstream Frequency : 42800000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 33.0 dBmV
Upstream Mini-Slot Size : 2
I did copy the upstream burst but it appears to have not copied properly to the text file I made, hope that's not a problem.
Cable Modem Operation Configuration
Network Access : Denied
Maximum Downstream Data Rate : --
Maximum Upstream Data Rate : --
Maximum Upstream Channel Burst : --
Maximum Number of CPEs : -1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Enabled
These code boxes hate me, sorry guys, I cant seem to align anything properly.
First TimeLast TimePriorityDescription
Sun May 24 20:54:50 2009 Sun May 24 20:54:50 2009 Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sun May 24 20:54:47 2009 Sun May 24 20:54:47 2009 Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun May 24 20:54:45 2009 Sun May 24 20:54:45 2009 Error (4)ToD request sent- No Response received
Sun May 24 20:54:39 2009 Sun May 24 20:54:39 2009 Information (7)DS channel override in cfg file, re-scanning downstream
Sun May 24 20:54:39 2009 Sun May 24 20:54:39 2009 Information (7)IP init completed ok
Sun May 24 20:54:39 2009 Sun May 24 20:54:39 2009 Information (7)CableModem TFTP init ok
Sun May 24 20:54:39 2009 Sun May 24 20:54:39 2009 Error (4)ToD request sent- No Response received
Sun May 24 20:54:39 2009 Sun May 24 20:54:39 2009 Information (7)CableModem DHCP client init ok
Sun May 24 20:54:39 2009 Sun May 24 20:54:39 2009 Critical (3)DHCP WARNING - Non-critical field invalid in response.
Sun May 24 20:54:32 2009 Sun May 24 20:54:32 2009 Information (7)MAP w/initial maintenance region received
Sun May 24 20:54:32 2009 Sun May 24 20:54:32 2009 Information (7)Downstream sync ok
Sun May 24 20:54:32 2009 Sun May 24 20:54:32 2009 Information (7)Beginning initial ranging...
Sun May 24 20:54:32 2009 Sun May 24 20:54:32 2009 Information (7)downstream time sync acquired...
Sun May 24 20:54:32 2009 Sun May 24 20:54:32 2009 Information (7)Downstream sync ok
Sun May 24 20:54:32 2009 Sun May 24 20:54:32 2009 Information (7)starting ds time sync acquisition...
Sun May 24 20:54:29 2009 Sun May 24 20:54:29 2009 Information (7)Locked on the downstream. Waiting for UCDs...
Sun May 24 20:54:29 2009 Sun May 24 20:54:29 2009 Information (7)Downstream lock ok
Sun May 24 20:53:56 2009 Sun May 24 20:53:56 2009 Information (7)DS channel override in cfg file, re-scanning downstream
Sun May 24 20:53:56 2009 Sun May 24 20:53:56 2009 Information (7)IP init completed ok
Sun May 24 20:53:56 2009 Sun May 24 20:53:56 2009 Information (7)CableModem TFTP init ok
Sun May 24 20:53:54 2009 Sun May 24 20:53:54 2009 Error (4)ToD request sent- No Response received
Sun May 24 20:53:54 2009 Sun May 24 20:53:54 2009 Information (7)CableModem DHCP client init ok
Sun May 24 20:53:54 2009 Sun May 24 20:53:54 2009 Critical (3)DHCP WARNING - Non-critical field invalid in response.
Sun May 24 20:53:48 2009 Sun May 24 20:53:48 2009 Information (7)MAP w/initial maintenance region received
Sun May 24 20:53:47 2009 Sun May 24 20:53:47 2009 Information (7)Downstream sync ok
Sun May 24 20:53:47 2009 Sun May 24 20:53:47 2009 Information (7)Beginning initial ranging...
Sun May 24 20:53:47 2009 Sun May 24 20:53:47 2009 Information (7)downstream time sync acquired...
Sun May 24 20:53:47 2009 Sun May 24 20:53:47 2009 Information (7)Downstream sync ok
Sun May 24 20:53:47 2009 Sun May 24 20:53:47 2009 Information (7)starting ds time sync acquisition...
Sun May 24 20:53:45 2009 Sun May 24 20:53:45 2009 Information (7)Locked on the downstream. Waiting for UCDs...
Sun May 24 20:53:45 2009 Sun May 24 20:53:45 2009 Information (7)Downstream lock ok
Sun May 24 20:53:22 2009 Sun May 24 20:53:22 2009 Information (7)DS channel override in cfg file, re-scanning downstream
Anyway, that's pretty much the extent of it. If anyone could help diagnose what the issue may be I'd be very grateful please, as would my friend. I'm happy to give you any information you need.
Cheers,
KsE
I've got a friend who lives a few miles from here who's in a bit of a predicament.
Basically, he's got VM Cable (he told me he was supposed to be being upgraded to 10mb sometime soon) and for the last two days he's had no Internet connection in the slightest.
His modem Sync light comes on and goes off regularly, and his ready light flickers like it's a strobe light.
The thing is, he's had a habit of being a bit late with his payments in the past, though he's got a direct debit sorted apparently, and his next bill isn't due until around the 8th of June, so that's what's making me think this isn't simply a case of him being cut off.
I've copied his modem's logs and settings, and his power levels and frequencies seem to be fluctuating rapidly. I talked to a nice young man called "Damian" in India who was about as helpful as a packet of crisps, who insisted that he was running tests and that the modem was working fine. When I mentioned that my friend had a network set up (basically 1 computer connected to the modem directly and then a second computer connected to the first via ethernet using Internet Connection Sharing in Windows - a solution they've been using for over a year with zero issues), he pretty much locked down and immediately blamed the network, despite there being no changes to the way it's set up.
The network also wouldn't explain why the modem is incapable of connecting to the network, however I did notice when I looked at his modem page at 192.168.100.1 that his "Network Access" is being defined as "Denied".
The thing is, he's in a bit of a financial crunch right now, and with him having no landline and only a pay as you go mobile, he can't afford to call VM tech support, and should an engineer be needed he's very unlikely to be able to afford an engineer call-out either.
I called VM's tech support on my mobile, was on for 10 minutes and got nowhere because of VM tech support in India's amazing ability to deny everything and blame everyone but themselves without giving a definite answer. Is there any chance maybe one of you fine VM employees over here could help my friend out please? I can provide a contact number, his account number and whatever other details you'd like via PM, but as I said, he's unable to call himself due to his situation.
I'll try and post what various logs and such that I managed to copy last night in code boxes here, hopefully it'll give you guys more of an insight as to what's going on.
Cable Modem Information
Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant
MOD: REMOVED MAC/SERIAL
Boot Code Version : 3.1.6d
Software Version : 2.94.1015
Hardware Version : 1.19Cable Modem Status
Item Status Comments
Acquire a Downstream Channel 40600000 Hz Locked
Connectivity State In Progress Ranging Complete
Boot State In Progress Unknown
Connectivity State fluctuates between "Not Synchronized", "Ranging Complete" and "Upstream Parameters Acquired"
Acquire a Downstream Channel fluctuates from 40600000 Hz to 122750000 Hz
Boot State fluctuates between "Unknown", "Waiting for DHCP Offer" and something else which I missed apparently.
His Cable Modem Downstream page was fluctuating so rapidly that I actually copied it four times to show you just how much it was bouncing around:
Cable Modem Downstream
Downstream Lock : Not Locked
Downstream Channel Id : 0
Downstream Frequency : 570750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps128Increment1
Downstream Receive Power Level : 5.7 dBmV
Downstream SNR : 22.2 dB
Cable Modem Downstream
Downstream Lock : Not Locked
Downstream Channel Id : 0
Downstream Frequency : 706750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps128Increment1
Downstream Receive Power Level : -5.8 dBmV
Downstream SNR : 22.1 dB
Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 4
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -2.9 dBmV
Downstream SNR : 34.2 dB
Cable Modem Downstream
Downstream Lock : Not Locked
Downstream Channel Id : 0
Downstream Frequency : 298750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps128Increment1
Downstream Receive Power Level : -7.6 dBmV
Downstream SNR : 22.0 dBHis Upstream was the same, so I copied that 3 times too:
Cable Modem Upstream
Upstream Lock : Not Locked
Upstream Channel ID : 0
Upstream Frequency : 0 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 0 Ksym/sec
Upstream transmit Power Level : 33.0 dBmV
Upstream Mini-Slot Size : 0
Cable Modem Upstream
Upstream Lock : Not Locked
Upstream Channel ID : 2
Upstream Frequency : 37500000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 33.0 dBmV
Upstream Mini-Slot Size : 2
Cable Modem Upstream
Upstream Lock : Not Locked
Upstream Channel ID : 3
Upstream Frequency : 42800000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 33.0 dBmV
Upstream Mini-Slot Size : 2
I did copy the upstream burst but it appears to have not copied properly to the text file I made, hope that's not a problem.
Cable Modem Operation Configuration
Network Access : Denied
Maximum Downstream Data Rate : --
Maximum Upstream Data Rate : --
Maximum Upstream Channel Burst : --
Maximum Number of CPEs : -1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Enabled
These code boxes hate me, sorry guys, I cant seem to align anything properly.
First TimeLast TimePriorityDescription
Sun May 24 20:54:50 2009 Sun May 24 20:54:50 2009 Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sun May 24 20:54:47 2009 Sun May 24 20:54:47 2009 Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun May 24 20:54:45 2009 Sun May 24 20:54:45 2009 Error (4)ToD request sent- No Response received
Sun May 24 20:54:39 2009 Sun May 24 20:54:39 2009 Information (7)DS channel override in cfg file, re-scanning downstream
Sun May 24 20:54:39 2009 Sun May 24 20:54:39 2009 Information (7)IP init completed ok
Sun May 24 20:54:39 2009 Sun May 24 20:54:39 2009 Information (7)CableModem TFTP init ok
Sun May 24 20:54:39 2009 Sun May 24 20:54:39 2009 Error (4)ToD request sent- No Response received
Sun May 24 20:54:39 2009 Sun May 24 20:54:39 2009 Information (7)CableModem DHCP client init ok
Sun May 24 20:54:39 2009 Sun May 24 20:54:39 2009 Critical (3)DHCP WARNING - Non-critical field invalid in response.
Sun May 24 20:54:32 2009 Sun May 24 20:54:32 2009 Information (7)MAP w/initial maintenance region received
Sun May 24 20:54:32 2009 Sun May 24 20:54:32 2009 Information (7)Downstream sync ok
Sun May 24 20:54:32 2009 Sun May 24 20:54:32 2009 Information (7)Beginning initial ranging...
Sun May 24 20:54:32 2009 Sun May 24 20:54:32 2009 Information (7)downstream time sync acquired...
Sun May 24 20:54:32 2009 Sun May 24 20:54:32 2009 Information (7)Downstream sync ok
Sun May 24 20:54:32 2009 Sun May 24 20:54:32 2009 Information (7)starting ds time sync acquisition...
Sun May 24 20:54:29 2009 Sun May 24 20:54:29 2009 Information (7)Locked on the downstream. Waiting for UCDs...
Sun May 24 20:54:29 2009 Sun May 24 20:54:29 2009 Information (7)Downstream lock ok
Sun May 24 20:53:56 2009 Sun May 24 20:53:56 2009 Information (7)DS channel override in cfg file, re-scanning downstream
Sun May 24 20:53:56 2009 Sun May 24 20:53:56 2009 Information (7)IP init completed ok
Sun May 24 20:53:56 2009 Sun May 24 20:53:56 2009 Information (7)CableModem TFTP init ok
Sun May 24 20:53:54 2009 Sun May 24 20:53:54 2009 Error (4)ToD request sent- No Response received
Sun May 24 20:53:54 2009 Sun May 24 20:53:54 2009 Information (7)CableModem DHCP client init ok
Sun May 24 20:53:54 2009 Sun May 24 20:53:54 2009 Critical (3)DHCP WARNING - Non-critical field invalid in response.
Sun May 24 20:53:48 2009 Sun May 24 20:53:48 2009 Information (7)MAP w/initial maintenance region received
Sun May 24 20:53:47 2009 Sun May 24 20:53:47 2009 Information (7)Downstream sync ok
Sun May 24 20:53:47 2009 Sun May 24 20:53:47 2009 Information (7)Beginning initial ranging...
Sun May 24 20:53:47 2009 Sun May 24 20:53:47 2009 Information (7)downstream time sync acquired...
Sun May 24 20:53:47 2009 Sun May 24 20:53:47 2009 Information (7)Downstream sync ok
Sun May 24 20:53:47 2009 Sun May 24 20:53:47 2009 Information (7)starting ds time sync acquisition...
Sun May 24 20:53:45 2009 Sun May 24 20:53:45 2009 Information (7)Locked on the downstream. Waiting for UCDs...
Sun May 24 20:53:45 2009 Sun May 24 20:53:45 2009 Information (7)Downstream lock ok
Sun May 24 20:53:22 2009 Sun May 24 20:53:22 2009 Information (7)DS channel override in cfg file, re-scanning downstream
Anyway, that's pretty much the extent of it. If anyone could help diagnose what the issue may be I'd be very grateful please, as would my friend. I'm happy to give you any information you need.
Cheers,
KsE