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Woodw23ard
18-04-2011, 17:40
Hi guys, just had the 30mb installed literally a few minutes ago. The guys have no gone now though.

I can't seem to connect to the internet? I imagine it must be something I've done/haven't done but my computer can find the signal fine without problem however I can't connect to the net?

Thanks alot!

craigj2k12
18-04-2011, 17:41
Hi guys, just had the 30mb installed literally a few minutes ago. The guys have no gone now though.

I can't seem to connect to the internet? I imagine it must be something I've done/haven't done but my computer can find the signal fine without problem however I can't connect to the net?

Thanks alot!

try connecting with a wire (ethernet cable)

what lights are showing on the superhub, from top to bottom.

can you access this page http://192.168.0.1

Woodw23ard
18-04-2011, 17:49
Yep have got the yellow wire they gave me plugged in but nope :( (Assume that's an ethernet cable)

There's 3 lights showing and all are green.

I can access that page yes.

craigj2k12
18-04-2011, 17:51
go to http://192.168.0.1 and log in using the user and password

User: admin
password: changeme

(providing you havnt changed them)

once you have logged in, you will see 3 red boxes, and under them it will say "advances settings", click on that, then click on the link about half way down on the left hand side that says 'connection' and copy and paste what it says on that page

Woodw23ard
18-04-2011, 17:53
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 339000000 Hz Locked
Connectivity State In progress Access Denied
Boot State In progress Forwarding Denied
Configuration File OK g87dsfd;kfoA,.iyewrk
Security Enabled BPI
Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 5 42884296 Kbits/sec 339000000 Hz -2.1 dBmV 39.4 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked TDMA 3 10240 Kbits/sec 18800000 Hz 40.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Current System Time:Mon Apr 18 15:53:06 2011



Thanks for your help by the way

Ignitionnet
18-04-2011, 17:55
Modem hasn't been provisioned yet, please wait!

Reboot it a couple of times to see if that helps.

craigj2k12
18-04-2011, 17:57
you wont get a response that quickly on the VM forums lol

Woodw23ard
18-04-2011, 17:57
Ah ok thanks!

To reboot it do I press the virgin sign on the front or the reset button?

The engineer said something about a light going blue?

craigj2k12
18-04-2011, 17:59
the top light will go blue when a connection is established

the button to re boot is on the underside of the hub, just left of the base, you might have to feel around a bit to find it

Woodw23ard
18-04-2011, 18:02
Ok thanks. Is the reason a connection isn't established down to me or does it usually take a little bit of time?

Still can't connect after a reboot, the light is still green too.

craigj2k12
18-04-2011, 18:12
if its not on after about half an hour, ring up and ask what going on

Peter_
18-04-2011, 18:12
It will be in the Walled Garden as it will not have gone through activation so you will need to call Tech Support to get you online, so if you have a Virginmedia phoneline call 151 or from any other phoneline call 0845 454 1111.

CALL NOW.

Skie
18-04-2011, 18:33
Yep, the "access denied" is the giveaway to it not being activated yet.

Woodw23ard
18-04-2011, 18:38
Rang up and apparently it will be working within the next 24 hours. Couldn't quite understand what they were saying but he rang someone else and came back saying 'sadly they can't solve the problem but will have it working within the next 24 hours'

Thanks for the help guys, thankfully I can still connect via AOL for the moment so not a problem.

Harryn9000
18-04-2011, 19:29
it will be quicker than 24 hours. it usually a couple of hours

Woodw23ard
18-04-2011, 19:36
Hopefully! Do you know what they're doing? I was really struggling to understand the guy on the phone. Just he put me on hold for a little bit while he rang someone else or something and then came back to tell me it will be done within the next 24 hours.

Is there a light which will change colour when I can connect? They're all green at the mo

Peter_
18-04-2011, 19:37
Hopefully! Do you know what they're doing? I was really struggling to understand the guy on the phone. Just he put me on hold for a little bit while he rang someone else or something and then came back to tell me it will be done within the next 24 hours.

Is there a light which will change colour when I can connect? They're all green at the mo
The top light will turn blue.

pip08456
18-04-2011, 19:38
Top light will turn blue.

You beat me Masque!

Woodw23ard
18-04-2011, 22:44
Still nothing sadly, is this normal for new customers?

pip08456
18-04-2011, 23:11
Some do take a while to register for some strange reason.

Woodw23ard
19-04-2011, 18:03
Working :D

Thanks for the help everyone, really appreciate it.

The blue light is on. The top and bottom lights are flashing every now and then in sync with each other. Is this normal?

Here's my speeds

https://www.cableforum.co.uk/images/local/2011/04/48.png (http://www.speedtest.net)

---------- Post added at 17:03 ---------- Previous post was at 17:01 ----------

Hmmm, youtube videos seem to load really fast at the start and then slow right down (with the loading)

craigj2k12
19-04-2011, 18:13
would you post your modem stats as i asked you to yesterday from the connection page on the superhub

Woodw23ard
19-04-2011, 18:15
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 299000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK cxv9873254k;fg87dsfd
Security Enabled BPI+
Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM64 60 41712000 Kbits/sec 299000000 Hz -8.4 dBmV 32.8 dB Hybrid
Locked QAM64 61 41712000 Kbits/sec 307000000 Hz -8.7 dBmV 32.4 dB Hybrid
Locked QAM64 62 41712000 Kbits/sec 315000000 Hz -8.7 dBmV 32.5 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 2 20480 Kbits/sec 45800000 Hz 40.2 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Primary Downstream Service Flow
Downstream(0)
SFID 10214
Max Traffic Rate 32220000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 10213
Max Traffic Rate 1111000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Real-Time Polling
Current System Time:Tue Apr 19 16:14:10 2011










Youtube videos seem ever slower then before after the first few seconds where it loads about 20% of the video instantly?! Also my speeds seem to be all over the place, I've done 3 tests on speedtest and got back 25mb, 15mb and 21mb.

Peter_
19-04-2011, 18:26
Downstream power is rather low at -8 and will need an engineer to check and sort it out and your speed should be nearer 30Mb once sorted out.

Woodw23ard
19-04-2011, 18:31
How do I go about sorting that out? What exactly could they do considering it was only fitted yesterday so surely everything would be fine?

Any idea why youtube videos are taking an age? I just downloaded a 6.1mb file fine in a second

craigj2k12
19-04-2011, 18:36
Downstream power is rather low at -8 and will need an engineer to check and sort it out and your speed should be nearer 30Mb once sorted out.

SNR is low as well (downstream)

---------- Post added at 17:36 ---------- Previous post was at 17:32 ----------

How do I go about sorting that out? What exactly could they do considering it was only fitted yesterday so surely everything would be fine?

Any idea why youtube videos are taking an age? I just downloaded a 6.1mb file fine in a second

with power levels out, the service is probably up and down, the recommended levels are between -3 and +7, so at -8, they are quite far out. a 6.1mb file doesnt give a great idea of how your connection is performing, as your speed test was low at 25mb, there is definitely something wrong.

a speedtest gives a fair representation of how your connection is performing speed wise (www.speedtest.net) and if you run a test on www.pingtest.net it might give a representation of why your videos are taking a while to buffer.

Either way, you will need to give virgin a ring to get an engineer to sort out those power levels, and raise your SNR

Woodw23ard
19-04-2011, 18:41
Grrrr ok I'll have to give them a call :(

Download Failed (1) (http://www.pingtest.net)

jb66
19-04-2011, 18:44
do you have a forward path attenuator on your modem? It looks like a bolt at the back of it.

Woodw23ard
19-04-2011, 18:48
Not that I can see? I have the superhub.

What's the number to get an engineer out? Thanks

craigj2k12
19-04-2011, 19:03
Grrrr ok I'll have to give them a call :(

http://www.pingtest.net/result/39081144.png (http://www.pingtest.net)

thats not too bad, but as i said with power levels out, the service will be up and down

Woodw23ard
19-04-2011, 19:14
Any idea why they could be so far out? Don't have any holiday left to take from work so going to be a bit of a struggle to get someone out.

Could the youtube videos be anything to do with the R25 (?) update a few people are moaning about?

craigj2k12
19-04-2011, 19:23
Any idea why they could be so far out? Don't have any holiday left to take from work so going to be a bit of a struggle to get someone out.

Could the youtube videos be anything to do with the R25 (?) update a few people are moaning about?

the installers are sub contractors, and dont give a rats if your service is working or not, they get paid for pulling a wire to your house.

The youtube issues could well be with the r25 firmware, but as users have found, enabling the firewall is a workaround for this, and providing you havent changed anything, the firewall should be enabled by default. I do, however recommend you turn the ip flood detection off, as this is known to cause some issues. this can be changed from the services page, in the same part of the router settings where you posted the connection stats from

Woodw23ard
19-04-2011, 20:48
Ok have done that thanks. Yes I got that feeling from them while they were fitting it, left without saying a word. Was hoping they'd have checked it all first :(

Still no luck with youtube videos, other stuff so far that I've tried have been ok. A 550mb torrent in 6 minutes or so.

---------- Post added at 19:48 ---------- Previous post was at 18:48 ----------

How do you get a free consultation with a tech online? Just wondering if it's something they could sort online rather then popping out because it's going to be a real struggle with work to be here when they do pop up.

craigj2k12
19-04-2011, 20:50
you will need a tech to come and manually adjust your power levels, he will probably need to change your tap in the cabinet because of the low snr

Woodw23ard
19-04-2011, 21:21
Ok thanks, do you know what the number is to ring for a tech?

craigj2k12
19-04-2011, 21:32
if you have a Virginmedia phoneline call 151 or from any other phoneline call 0845 454 1111

Woodw23ard
20-04-2011, 18:49
https://www.cableforum.co.uk/images/local/2011/04/45.png (http://www.speedtest.net)

That's what it's been like since last night

craigj2k12
20-04-2011, 18:51
https://www.cableforum.co.uk/images/local/2011/04/45.png (http://www.speedtest.net)

That's what it's been like since last night

i presume your area doesnt have the upload speed increase?

Woodw23ard
20-04-2011, 18:59
I'm not sure? I'm in Exeter. Right on the edge of the City, our street hasn't been able to get cable for that long.

pip08456
20-04-2011, 19:03
I'm not sure? I'm in Exeter. Right on the edge of the City, our street hasn't been able to get cable for that long.

If you want to check if the upload has been increased click on the link in my sig.