intermittent Disconnection

[Rilman]

Hi, I've been having intermittent disconnections with my 10Meg Virgin cable,

I use a Belkin router with the wife's laptop on wireless, I've tried disconnecting the router completely and just running a cable from my PC to the cable modem but it still happens,I've replaced the cable and had an engineer come and replace my cable box and check the levels after 6 phone calls to Virgin.

The disconnections are for a few seconds at a time and can happen every 2 to 30 minutes, its getting a bit annoying and the wife's moaning which is not a good thing for me, well sometimes it is, but not this time. ;)

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 164
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 5.6 dBmV
Downstream SNR : 40.6 dB


Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 37504000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 46.5 dBmV
Upstream Mini-Slot Size : 2


Cable Modem Information
Ambit
Model No: EO8C013.00
Cable Modem : DOCSIS 1.0/1.1/2.0 Compliant
Boot Code Version : 1.1.2c
Software Version : 2.111.1002
Hardware Version : 1.9


Any help would be greatly appreciated.

[webcrawler2050]

Hi, I've been having intermittent disconnections with my 10Meg Virgin cable,

I use a Belkin router with the wife's laptop on wireless, I've tried disconnecting the router completely and just running a cable from my PC to the cable modem but it still happens,I've replaced the cable and had an engineer come and replace my cable box and check the levels after 6 phone calls to Virgin.

The disconnections are for a few seconds at a time and can happen every 2 to 30 minutes, its getting a bit annoying and the wife's moaning which is not a good thing for me, well sometimes it is, but not this time. ;)

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 164
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 5.6 dBmV
Downstream SNR : 40.6 dB


Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 37504000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 46.5 dBmV
Upstream Mini-Slot Size : 2


Cable Modem Information
Ambit
Model No: EO8C013.00
Cable Modem : DOCSIS 1.0/1.1/2.0 Compliant
Boot Code Version : 1.1.2c
Software Version : 2.111.1002
Hardware Version : 1.9


Any help would be greatly appreciated.


What do the lights on the modem do, when you get the drops?

[Rilman]

They stay on.

[webcrawler2050]

They stay on.

How are you connected? Wifi, Ethernet?

[Rilman]

Ethernet, I've tried a new cable as well.

[webcrawler2050]

Power level is a little high on the upstream I think, can VM Tech confirm?

[Peter_]

Downstream Receive Power Level : 5.6 dBmV
Downstream SNR : 40.6 dB


Upstream transmit Power Level : 46.5 dBmV

Your power levels are within operational parameters. Y

ou also say that the lights on the modem do not change when you lose connection, next time you lose connection before rebooting anything try and log into the modem configs and post the power levels as I have done above, no need for the complete page.

If the is no difference and it does the same direct then further investigation maybe required to ascertain if it is a network issue or your equipment that is at fault, which will entail another call to Tech Support.

Is the any way that you can say borrow a friends laptop for a day or so to see if that has the same issue when connected direct to the modem in order to rule out it being youyr equipment.

[Rilman]

Thanks for the reply, I'll do that with the power levels,

I've tried with and without my router, with it all PC's in the house loose connection including mine which is always cabled to the router.

Without the router installed my PC using an ethernet cable still drops connection,

so I'd say we can rule out my PC, the new cable modem that's been fitted, the ethernet cable which is new and the router.

---------- Post added at 13:50 ---------- Previous post was at 12:51 ----------

OK , I just phoned Virgin again and actually got through to someone helpful, he told me there's been reports of other faults in my area and it appears to be a server problem, he couldn't understand why this wasn't picked up before.
The problem should be resolved within 48 hours.

[Peter_]

OK , I just phoned Virgin again and actually got through to someone helpful, he told me there's been reports of other faults in my area and it appears to be a server problem, he couldn't understand why this wasn't picked up before.
The problem should be resolved within 48 hours.
Good to see you got someone who actually took time to investigate the issue for you.