Faulty Modem?

[nemesis01]

For past few days my connection has been very unreliable, surprising that in my are (DN16 Scunthorpe) we usually never get faults. Modem goes off, comes back on couple of minutes later and is just repeating that cycle. Have phoned VM and they are sending me a replacement modem via UPS, just curious if my power levels are ok on the current modem. Have included relevant info in the attachment.

Thanks.

[musicbravo]

That all looks fine downstream level looks a little low but is within range (only reason i know this is because mine drops to -10dBmV but is very reliable. which modem you got?

[nemesis01]

I got one of the newer ones, the 250. Was using a router but have now plugged straight into my PC to rule out Router being the cause.

[Peter_]

I got one of the newer ones, the 250. Was using a router but have now plugged straight into my PC to rule out Router being the cause.
Post the levels while connected direct.

Just cut and paste the power levels rather than a zip file its a lot quicker

[nemesis01]

I am not connected direct anymore, went off again while I was so it's back to the router. Has been steady for the last 10 minutes which is a long time for today so we'll see.

[Nedkelly]

There was a problem with the ubr at Scunthorpe as there has been lots of faults in Scunthorpe .Is it ok now:)

[nemesis01]

There was a problem with the ubr at Scunthorpe as there has been lots of faults in Scunthorpe .Is it ok now:)

Went off about 15 minutes ago, come back on but for how long I don't know. Just checked the VM service status page but there is nothing listed for Scunthorpe so I dunno. I only have a mobile to ring VM aswell and it costs a lot so I can't be ringing very often sadly.

[Peter_]

Went off about 15 minutes ago, come back on but for how long I don't know. Just checked the VM service status page but there is nothing listed for Scunthorpe so I dunno. I only have a mobile to ring VM aswell and it costs a lot so I can't be ringing very often sadly.
Post the power levels so we can see if anything has changed.

[nemesis01]

Sorry for delay, keeps going off so I have to wait for it to come back and reset router everytime.:(

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 76
Downstream Frequency : 299000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 9.3 dBmV
Downstream SNR : 39.5 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 47400000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 42.8 dBmV
Upstream Mini-Slot Size : 2

[Peter_]

Downstream Receive Power Level : 9.3 dBmV Within spec a but a bit high
Downstream SNR : 39.5 dB Spot on


Upstream transmit Power Level : 42.8 dBmV Spot on

Nothing really wrong there all within modem specs.

[nemesis01]

Nothing really wrong there all within modem specs.

Ok, I guess it's possibly fault in my area then.:(

[Peter_]

Ok, I guess it's possibly fault in my area then.:(
I think Ned nailed it in post 6 above.

[johny5_uk]

I have 50mb and am in DN16 also. My connection seems to die every 10 to 15 mins and the only solution was to reboot the modem.
after 3 calls to Virgin the guy said I have a faulty modem and they are sending me one out (3 to 5 days) but I am not so sure it is this due to all the other same issues!?
he said that the level on DS-3 is low?

[Peter_]

I have 50mb and am in DN16 also. My connection seems to die every 10 to 15 mins and the only solution was to reboot the modem.
after 3 calls to Virgin the guy said I have a faulty modem and they are sending me one out (3 to 5 days) but I am not so sure it is this due to all the other same issues!?
he said that the level on DS-3 is low?
Your power levels are spot on and you will not be receiving a 50Mb modem through the post as only engineers carry them, you might receive an Ambit 256 which will be as useful to you as a chocolate fireguard.

Was this agent from offshore by any chance.

You need to call in tomorrow after 0800 to get a UK based 50Mb agent on 0800 052 0431

Please post the Upstream power level just the figures will do not the page.

[johny5_uk]

oh great, thanks for the info, I did wonder after I hung up. The second time I called I spoke to an engineer in the UK but the last time I wasnt so sure..... although when I got an offshore agent on all occasions I did get transferred back to the UK as I was on 50mb (I guess they havent got their crib sheets for this yet!?).

Upstream = 50.25 (when its up!)

I thought it had been fixed but no, still bombs out after 10 to 15mins and then I have to reboot.

[Nedkelly]

Looks like there are still problems on the 20 / 50 meg ubr in Scunthorpe as 10 meg customers seem to be ok :)

[Peter_]

oh great, thanks for the info, I did wonder after I hung up. The second time I called I spoke to an engineer in the UK but the last time I wasnt so sure..... although when I got an offshore agent on all occasions I did get transferred back to the UK as I was on 50mb (I guess they havent got their crib sheets for this yet!?).

Upstream = 50.25 (when its up!)

I thought it had been fixed but no, still bombs out after 10 to 15mins and then I have to reboot.
Your upstream is fine as well so any issue must lie elsewhere either on the exchange or with your equipment.

Call tomorrow after 0800 and you should get a UK 50Mb agent and they can run some diagnostics with you.

[johny5_uk]

Called at 8:30, amazing that they had no record that a modem was going to be sent out...
Very helpful chap talked me through checking the figures on the modem, he said they all look good.
Then he checked for any issues in the area and said that there are problems in DN15 DN16 and DN17.
Seems as though we will have to sit and wait...although I think we should keep calling the 0800 number every day for an update, the REF for this issue is F001052448 in case anyone is interested.

Ironic that my connection hasnt dropped over the last hour!

[Peter_]

Called at 8:30, amazing that they had no record that a modem was going to be sent out...
Very helpful chap talked me through checking the figures on the modem, he said they all look good.
Then he checked for any issues in the area and said that there are problems in DN15 DN16 and DN17.
Seems as though we will have to sit and wait...although I think we should keep calling the 0800 number every day for an update, the REF for this issue is F001052448 in case anyone is interested.

Ironic that my connection hasnt dropped over the last hour!
As I told you the cannot send out replacement 50Mb modems and it was more likely to be an area fault as Ned said in post 6.

[Nedkelly]

This should be fixed now :)

[johny5_uk]

yep looks like it is, its been up most of the day :)

Any idea what the fault was?

[Nedkelly]

A fault on the ubr:)