Internet down since Sun 18th Oct

[cloughs]

Hello All

I was hoping that someone could take a look at this error that’s preventing my 50mbit internet from working. Virgin Media have booked an engineer to visit but the earliest slot available is next Monday. I work from home and attempting to do so over mobile broadband is already driving me nuts.

Modem Info:
Acquired Downstream Channel 298.750244 MHz Primary Downstream Locked
Ranged Upstream Channel 45.799999 MHz Success
Provisioning State In Progress ToD Established
Ethernet Link Status Up 100 Mbps/Full duplex

Signal levels look well within expected ranges based on the information supplied in other threads.

All entries in Operational Config show : registration in progress...

Event Log has two critical events that have been repeated since it went down:

1) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;

2) TFTP failed - Request sent - No Response


My concern is that there doesn't seem to be anything wrong with the modem itself or the signal and it had been working fine for several months.

I'm probably clutching at straws here but if there's any way to get it fixed sooner I'd be very grateful to learn how.

[Sephiroth]

We need to see for ourselves the full set of modem data; Status/Downstream/Upstream/Operational Config. We also need you to tell us what the modem lights are doing.

Also it would help if you tell us whether any of the numbers fluctuate.

[cloughs]

Here's all the info:

Cable Modem Status:
Acquired Downstream Channel 298.750244 MHz Primary Downstream Locked
Ranged Upstream Channel 45.799999 MHz Success
Provisioning State In Progress ToD Established
Ethernet Link Status Up 100 Mbps/Full duplex


Cable Modem Downstream:
Frequency 298750000 N/A N/A N/A
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y N/N/N N/N/N N/N/N
Channel Id 27 N/A N/A N/A
Modulation 256QAM N/A N/A N/A
Symbol Rate
(Msym/sec) 6.952 N/A N/A N/A
Interleave Depth I=12
J=17 N/A N/A N/A
Power Level
(dBmV) 4.92 N/A N/A N/A
RxMER
(dB) 37.09 N/A N/A N/A
Correctable
Codewords 0 N/A N/A N/A
Uncorrectable
Codewords 305 N/A N/A N/A

Upstream:
Channel Type 1.0 N/A N/A N/A
Channel ID 3 N/A N/A N/A
Frequency
(Hz) 45800000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 2560 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 41.75 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 3 0 0 0


Operational Config:
Network Access : registration in progress...
Maximum Number of CPEs : registration in progress...
Baseline Privacy : registration in progress...
DOCSIS Mode : registration in progress...
Config File : registration in progress...


Numbers stay fairly constant maybe +- 0.2

Modem lights are from left to right:

Constant Flashing, Solid, Solid, Occasional Flash, Solid.

[Peter_]

You have loss of Downstream as the above only shows 1 single Downstream.

Depending on what equipment is used in your area you should have 3 or 4 Downstreams in normal use and it will require an engineer to resolve the issue as the does not appear to be an area fault.

[cloughs]

Ok, thanks for your help.

[cloughs]

And now it randomly starts working again with no engineer visit.

There are now four downstream channels as expected and it's successfully got a config.

I'm curious to know if all four downstream are enabled before it gets a config or whether it downloads the config on a single stream and then uses more as specified in the config it receives.

Dows anyone know if there was an area or national problem with modem registration that's just been fixed?

[Peter_]

And now it randomly starts working again with no engineer visit.


Have you cancelled the engineer or is he still coming, it may be worth a call to check on 0800 052 0431


There are now four downstream channels as expected and it's successfully got a config.

I'm curious to know if all four downstream are enabled before it gets a config or whether it downloads the config on a single stream and then uses more as specified in the config it receives.


Not sure on that one I expect Broadbanding will be able to tell us.


Dows anyone know if there was an area or national problem with modem registration that's just been fixed?
The has been an issue wih some customers primarily EX-NTL not being provisioned correctly.


OH please post your power levels if possible just to see if they are any different.

[cloughs]

Hi

I'll see how it goes for the rest of today / tomorrow and cancel the engineer appointment if it remains stable.

I'm in an ex-NTL area Knutsford WA16 so maybe it was that.

Downstream power levels look pretty much the same with the only difference being that multiple channels are being used now that it has a config:

Frequency 298750000 306750000 314750000 322750000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 27 28 29 30
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) 4.95 4.91 4.64 4.46
RxMER
(dB) 36.84 37.36 37.94 37.94
Correctable
Codewords 2 0 0 2
Uncorrectable
Codewords 312 270 283 283

Upstream is exactly the same as I posted previously.

[Peter_]

If you see the new Sticky for 50Mb power levels you will see that you are within operational parameters for your connection.

http://www.cableforum.co.uk/board/12/26006-cable-modem-signal-levels.html#post34896851