View Full Version : Problem with service
I'm having some problems with my 20Mb service from VM.
Last night I lost my connection for 45mins and then it came back on and I thought it was just a one off but the same has happend again within the same hour it happend yesterday.
I've called VM but at this hour I get put through to offshore and they didn't know what the problem was.
Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 6
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 0.0 dBmV
Downstream SNR : 38.9 dB
Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 34000000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 61.0 dBmV
Upstream Mini-Slot Size : 2
Your Upstream at 61 dBmV indicates that you need a technician and offshore should know this, try calling after 0800 tomorrow morning and they will book an engineer.
Thanks, I've had internet installed at this address since 2008 with no problem. :(
Thanks, I've had internet installed at this address since 2008 with no problem. :(
You still need a technician and every agent who sees that Upstream at 61 should book one straight away as it is a quick easy call with one outcome, a tech gets booked.
I've just phoned but I was on for 10minutes and hadn't been put through to any one so I'll call tomorrow.
An Upstream of 61 is far too high, and this means your modem is on the very brink of losing connection - any higher than 61 and it goes kaput!
This definitely needs a tech, who will probably refer it to "networks"
An Upstream of 61 is far too high, and this means your modem is on the very brink of losing connection - any higher than 61 and it goes kaput!
This definitely needs a tech, who will probably refer it to "networks"
It could be above 61 but the modem does not read any higher.
Ignitionnet
01-07-2010, 11:15
The transceiver in the modem does not transmit higher than 61dBmV, it informs uBR / CMTS that it is maxed out and can't go higher.
The transceiver in the modem does not transmit higher than 61dBmV, it informs uBR / CMTS that it is maxed out and can't go higher.
Same difference as it does not show above 61 and the VMNG300 does not show anything above 58.21 either.
Ignitionnet
01-07-2010, 11:21
Well it is there's quite a lot of difference between
It could be above 61 but the modem does not read any higher.
And
The transceiver in the modem does not transmit higher than 61dBmV
The VMNG300 doesn't go above 58 on 16QAM, it displays a weird number at the end to indicate it's maxed out or that it's having some issues with power adjustments, power actually changes in 0.25dBmV increments only.
It will go to 61dBmV, per the specifications, on QPSK.
Well it is there's quite a lot of difference between
And
The VMNG300 doesn't go above 58 on 16QAM, it displays a weird number at the end to indicate it's maxed out or that it's having some issues with power adjustments, power actually changes in 0.25dBmV increments only.
It will go to 61dBmV, per the specifications, on QPSK.
Either way we will book a technician as it is a fault that requires adjustment, and we tend not to see the VMNG300 above 58 and that also would get a engineer booked.
In both cases it is an easy call as we know that it can only be sorted out by an engineer and takes less than 5 minutes to book.
It is a perceived fault so we have no real requirement to know the ins and outs of the issue, apart from telling the customer that the Upstream requires a technician to adjust it.
You as an experienced network guy know what goes on elsewhere but we do not have to investigate the issue any further than we deem necessary.
The OP should have had an engineer booked on his first call but the agent failed to spot the issue.
Tried phoning again and can't get through. 10mins it a bit of a joke.
I wouldn't be bothered but I've phoned VM in the past loads of times and they are always really quick.
Tried phoning again and can't get through. 10mins it a bit of a joke.
I wouldn't be bothered but I've phoned VM in the past loads of times and they are always really quick.
At this time of night you may get Scotland but more Likely you will get Offshore as the UK centres finish at 8pm.
At this time of night you may get Scotland but more Likely you will get Offshore as the UK centres finish at 8pm.
Yeah but I've made two phone calls one lasted 9mins the other 11mins and no one picked up.
Yeah but I've made two phone calls one lasted 9mins the other 11mins and no one picked up.
Ring between 0800 and 2000 and you should get an answer unless the is a Major outage.
Got through. Their line checking tool is down so she can't run a test so she wont book a engineer visit.
Got through. Their line checking tool is down so she can't run a test so she wont book a engineer visit.
They do not need the online tools to book an engineer just verification of the power levels from you, but that involves thinking for herself.:mad:
Ring in the morning after 0800 or as soon as possible during the day.
They do not need the online tools to book an engineer just verification of the power levels from you, but that involves thinking for herself.:mad:
Ring in the morning after 0800 or as soon as possible during the day.
Thanks for the help. I'll phone tomorrow evening 16:00ish.
---------- Post added at 21:21 ---------- Previous post was at 21:20 ----------
Just to add. I've been getting packet loss today. Will that be due to the power levels? and also how my db do I need it reducing by if it's 50-60?
Thanks for the help. I'll phone tomorrow evening 16:00ish.
---------- Post added at 21:21 ---------- Previous post was at 21:20 ----------
Just to add. I've been getting packet loss today. Will that be due to the power levels? and also how my db do I need it reducing by if it's 50-60?
The upstream will be causing intermittent connection problems and it needs adjusting as soon as possible, you will notice the difference.
Just been on the phone. The lady said my levels are ok 51db but she can see in the modem log that their was a problem on the 29th and 30th. She has booked an engineer for Monday between 16:00 and 19:00.
Guy came out this evening and said that my levels were sky high. He fitted a 10db attenuator to the modem but it's made no difference.
He said he has passed it onto the network team....something about fitting an amplifier in the green cab :S
Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 2
Upstream Frequency : 29200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 61.0 dBmV
Upstream Mini-Slot Size : 2
Guy came out this evening and said that my levels were sky high. He fitted a 10db attenuator to the modem but it's made no difference.
He said he has passed it onto the network team....something about fitting an amplifier in the green cab :S
Upstream transmit Power Level : 61.0 dBmV
If cannot fix it then that would be the next step, give it a few days and call in again for an update.
Yeah he said it takes 48hrs but he said to give it 10days
---------- Post added at 07:03 ---------- Previous post was at 06:11 ----------
Upsteam down to 47db this morning
---------- Post added at 07:12 ---------- Previous post was at 07:03 ----------
bbc.co.uk212.58.224.138Location:United KingdomPackets Sent:109Packets Received:102Packets Lost:7(6% loss)Response time Minimum:23msResponse time Maximum:67msResponse time Average:26ms
bbc.co.uk212.58.224.138Location:
United Kingdom
Packets Sent:109
Packets Received:102
Packets Lost:7(6% loss)
Response time Minimum:23ms
Response time Maximum:67ms
Response time Average:26ms
I got a call from someone local from VM at 12:11 and the guy asked if any one was home so he could get some one round but I was at work. Someone attended the address any way to check the brown box outside the property and I was told an hour later that the problem must be within the property so I have asked for someone to attend on Saturday morning perhaps for a modem change.
pip08456
08-07-2010, 19:54
I got a call from someone local from VM at 12:11 and the guy asked if any one was home so he could get some one round but I was at work. Someone attended the address any way to check the brown box outside the property and I was told an hour later that the problem must be within the property so I have asked for someone to attend on Saturday morning perhaps for a modem change.
At least you know they've checked it to your property and Saturday should see it being fixed.
Yeah I was really surprised when I got the call from VM this morning especially as he sounded local. I'd like to know why the first visit did nothing though :S
The call today came from posting on the VM forum.
I have spoken to the Principal Technician in your area and he is currently investigating the issue. I will post back when we have any further information.
pip08456
08-07-2010, 20:17
And how long ago did you post on the said forum?
29th.
Got a response today. I have a engineer visit on the 5th as I phoned 150.
pip08456
08-07-2010, 22:28
29th.
Got a response today. I have a engineer visit on the 5th as I phoned 150.
So does that mean you booked an engineer through a phone call rather than waiting for the VM forum reply?
Only asking cos the VM Forum has a stupid 48hr SLA whereas the old newsgroups were 24hr.
Totally abysmal IMO.
Yeah I booked it my self as I was sick of waiting.
News groups were alot better.
BUT!
Once someone replied from the forum team I was contacted by a local VM office for my Saturday visit.
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