20MB - 50MB Upgrade [Archive]

MrMason

23-10-2009, 13:27

I upgraded from 20MB to 50 MB yesterday, and so an engineer came around to "install" the new modem.

The Modem locks on correctly, and picks up an 86.* address. However it isn't able to download the new firmware and so my connection doesn't work at all.

The engineer has informed me that this is a nationwide problem, and that there is no ETA on the fix, and there is no spare modems in my area to try a different modem.

The technical support have said that the firmware is out of date, and that it won't update automatically - and they want to send the engineer around again to boost the signal strength in case that is the problem....

I know that the signal strength isn't bad because I was using 20mb at full speed perfectly for over 12months, and the engineer tested it when he was here. Also if there wasn't enough signal the modem wouldn't lock on.

The technical support didn't seem to have any idea about this nationwide problem of modems not being able to get the latest firmware.

I'm lucky that my primary connection is with BeThere, and that I only use the virgin line for downloading files for work, and for everyone else in the house to play games on!

I'm wondering if I'm the only one with this problem, or if others are experiencing the same thing?

Quiet_news

23-10-2009, 14:06

Peter_

23-10-2009, 18:49

Quiet_news

23-10-2009, 19:26

If you are an EX-NTL customer please copy that 86 IP address and click this link and put it in the top box and choose NSLOOKUP and submit and let us know if the first part of the result says either CURL or CPC do not post the IP address.

http://tools.virginmedia.com/

It is in fact a firmware fault .. with some of the 50mb modems .. I don't know of a mass fix as yet, but the techs already taken his modem back so I cant look into it.

Peter_

23-10-2009, 19:29

It is in fact a firmware fault .. with some of the 50mb modems .. I don't know of a mass fix as yet, but the techs already taken his modem back so I cant look into it.
I know some have not upgraded to the latest firmware as they should, I was just wondering if he had a Walled Garden IP out of interest.

Quiet_news

23-10-2009, 20:07

I know some have not upgraded to the latest firmware as they should, I was just wondering if he had a Walled Garden IP out of interest.

Do they get IPs ? I dunno? let me know what you find out please :cool:

Peter_

23-10-2009, 20:11

Do they get IPs ? I dunno? let me know what you find out please :cool:
EX-NTL customers before the activation flow get a preprovisioning IP and after activation they get a provisioned IP so they should see 2 IP's before and after.

Billy-Bob

24-10-2009, 16:49

huh ? PM me your MAC please.

---------- Post added at 14:06 ---------- Previous post was at 13:46 ----------

How very odd .. not something I'm aware of .. leave it with me though, I'm interested in what's causing this.

I'm not suggesting for one minute that you are dodgy, but is it a good idea to ask people to tell others their cable modem MAC address? Didn't I read somewhere that certain criminal elements (again, not you, Quiet_news) use them to steal network bandwidth from paying customers using cloned modems? Or is this no longer an issue with the DOCSIS 3.0 network?

Quiet_news

24-10-2009, 16:54

I'm not suggesting for one minute that you are dodgy, but is it a good idea to ask people to tell others their cable modem MAC address? Didn't I read somewhere that certain criminal elements (again, not you, Quiet_news) use them to steal network bandwidth from paying customers using cloned modems? Or is this no longer an issue with the DOCSIS 3.0 network?

It is and as can be confirmed by the moderator team and several members, I am VM staff.

Billy-Bob

24-10-2009, 16:57

It is and as can be confirmed by the moderator team and several members, I am VM staff.

I meant no offence, and guessed that you were VM staff, but was just a bit concerned that people don't always check-out the person they're giving sensitive info to.:angel:
Does "it is" mean it is still a problem on DOCSIS 3?

Peter_

24-10-2009, 17:09

I meant no offence, and guessed that you were VM staff, but was just a bit concerned that people don't always check-out the person they're giving sensitive info to.:angel:
Does "it is" mean it is still a problem on DOCSIS 3?
I think he was refering to him being verified Virgin Staff member and the it is was taken out of context.

I am not aware of any Docsis 3 issues.

Nedkelly

24-10-2009, 17:17

I did read about some 50 meg modems having the wrong firmware on them and that vm were looking at a fix for thoose modems that had already been installed :)

Peter_

24-10-2009, 17:25

I did read about some 50 meg modems having the wrong firmware on them and that vm were looking at a fix for thoose modems that had already been installed :)
I think those modems have to be replaced due to the firmware not being accepted.

MrMason

26-10-2009, 12:53

Hi Guys,

Virgin dropped my modem back round today, and I'm fully connected. However it's a lot slower than my 20mb connection.

I'm getting decent pings, but downloading from Virgin's own newsgroups with 10 connections I'm getting around 1mb/sec and when that's going I can't even load a webpage because the whole connection is maxed.

Are you able to take a look at this Quiet_news ? I will PM you my details.

Quiet_news

26-10-2009, 13:05

Slow speeds aren't really my area any more .. but I can certainly take a look.

Would you be able to supply some troubleshooting for me please..

I already have your modem details from you PM, but could you run a trace say to bbc.co.uk (no www. please) .. if you could also test you speed here:

Just out of interest what does http://www.broadbandspeedchecker.co.uk/ give you for your speed.. I know the problems with sites before anyone attacks me :) I'm just interested.

Please post here so other can offer advice too ..

MrMason

26-10-2009, 13:40

I understand the problems with site speed tests too, I work for a hosting providing company based in the UK. :) Before the 20mb line would download at max speed from our servers, and now I'm getting around 16mb-18mb/sec

Here are pings to bbc.co.uk when not downloading :

Reply from 212.58.224.138: bytes=32 time=7ms TTL=120
Reply from 212.58.224.138: bytes=32 time=10ms TTL=120
Reply from 212.58.224.138: bytes=32 time=7ms TTL=120
Reply from 212.58.224.138: bytes=32 time=7ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=7ms TTL=120
Reply from 212.58.224.138: bytes=32 time=6ms TTL=120
Reply from 212.58.224.138: bytes=32 time=7ms TTL=120
Reply from 212.58.224.138: bytes=32 time=6ms TTL=120
Reply from 212.58.224.138: bytes=32 time=7ms TTL=120
Reply from 212.58.224.138: bytes=32 time=6ms TTL=120
Reply from 212.58.224.138: bytes=32 time=7ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=9ms TTL=120
Reply from 212.58.224.138: bytes=32 time=7ms TTL=120
Reply from 212.58.224.138: bytes=32 time=7ms TTL=120
Reply from 212.58.224.138: bytes=32 time=11ms TTL=120

and here are pings to the bbc when downloading from the virgin newsgroups with 10 connections at a speed of 13Mbp/s (1.4mb/s)

Reply from 212.58.224.138: bytes=32 time=10ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=9ms TTL=120
Reply from 212.58.224.138: bytes=32 time=7ms TTL=120
Reply from 212.58.224.138: bytes=32 time=9ms TTL=120
Request timed out.
Request timed out.
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=10ms TTL=120
Reply from 212.58.224.138: bytes=32 time=7ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=10ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=10ms TTL=120
Reply from 212.58.224.138: bytes=32 time=9ms TTL=120
Reply from 212.58.224.138: bytes=32 time=12ms TTL=120
Reply from 212.58.224.138: bytes=32 time=12ms TTL=120
Reply from 212.58.224.138: bytes=32 time=12ms TTL=120
Reply from 212.58.224.138: bytes=32 time=9ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=10ms TTL=120
Request timed out.
Request timed out.
Request timed out.
Reply from 212.58.224.138: bytes=32 time=10ms TTL=120
Reply from 212.58.224.138: bytes=32 time=10ms TTL=120
Request timed out.
Request timed out.
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=14ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=9ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=15ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=14ms TTL=120
Reply from 212.58.224.138: bytes=32 time=7ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=10ms TTL=120
Reply from 212.58.224.138: bytes=32 time=11ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=9ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Reply from 212.58.224.138: bytes=32 time=7ms TTL=120
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=10ms TTL=120
Request timed out.
Request timed out.
Reply from 212.58.224.138: bytes=32 time=8ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=10ms TTL=120

Here is a result from speedtest.net :

https://www.cableforum.co.uk/images/local/2009/10/4.png (http://www.speedtest.net)

and from the site you linked:

http://www.broadbandspeedchecker.co.uk/bimages/14199516.jpg

although if I run multiple results it fluctuates quite massively.

---------- Post added at 13:40 ---------- Previous post was at 13:27 ----------

It seems a lot like this guys problem : http://www.cableforum.co.uk/board/12/33656553-new-50mb-install-fluctuating-speeds.html

Quiet_news

26-10-2009, 14:09

Give a few of the support lads a chance to look in on this thread..

I have a few people I need to speak to about it and will let you know later.

MrMason

26-10-2009, 15:53

I'm not sure if your boys have been fiddling, but I'm getting 5.9mb/sec on pretty much everything now :) Thank you muchly.