Constant Disconnection Issues
 

Hello there everyone,

These forums have been of great use to me for a long while now - however I haven't posted much (if at all), I don't think.

I hope someone would be able to help me with this painful issue I'm currently having. About a week and a half ago, I started getting random disconnects, and I'd either have to renew my IP Address or reboot my firewall in order for the connection to start working again. I would always renew to the same IP, in fact it never lost the IP, the connection just stopped working, couldn't ping anything, or visit any web pages until I forced a release and renew.

I got on to VM about this, and they sent me out a new Ambit 256 Modem. I recieved it yesterday, and thought *phew*, my problems should hopefully FINALLY be solved. However, it's started with the random disconnects again. Incidently, this started occuring after I was re-routed through what appears to be a new CMTS, and my IP changed as a result. Before the change, it was working fine.

My modem levels are as follows:

ItemStatusCommentsAcquire a Downstream Channel298750000 HzLockedConnectivity StateOKOperationalBoot StateOKOperational

Downstream Lock :
LockedDownstream Channel Id : 17Downstream Frequency : 298750000 HzDownstream Modulation : QAM256Downstream Symbol Rate : 6952 Ksym/secDownstream Interleave Depth : taps12Increment17Downstream Receive Power Level : 6.1 dBmVDownstream SNR : 38.8 dB


Upstream Lock : LockedUpstream Channel ID : 3Upstream Frequency : 45800000 HzUpstream Modulation : QAM16Upstream Symbol Rate : 2560 Ksym/secUpstream transmit Power Level : 51.5 dBmVUpstream Mini-Slot Size : 2Network Access : AllowedMaximum Downstream Data Rate : 20480000Maximum Upstream Data Rate : 768000Maximum Upstream Channel Burst : 1600Maximum Number of CPEs : 1Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Enabled
I'd be very grateful if someone could shed some light on the problem I'm having, judging by some of the info I've read, my signal levels seem OK, and others indicate that they are wrong. I thought I'd ask for some first hand advice. As I say, my problems only started occuring after what seemed to be a local upgrade in preparation for the 50meg roll-out. I live in the Guiseley/Yeadon area of Leeds. LS20.

Cheers,

Keith. (txtman21)

Re: Constant Disconnection Issues
 

"LockedDownstream Channel Id : 17Downstream Frequency : 298750000"
That looks off frequency to me unless you're ex-ntl.

Re: Constant Disconnection Issues
 

Hi there,

Thanks for your reply.

I am ex-NTL indeed.

Re: Constant Disconnection Issues
 

Then the frequency might be ok.
Is your upstream power level steady at 51.5 or does it fluctuate?

Re: Constant Disconnection Issues
 

It seems to be pretty static tbh.

I have another NTL Business Connection, which isn't having any issues, and it's upstream power is 51.8, so virtually the same.

---------- Post added at 18:54 ---------- Previous post was at 18:52 ----------

When I say another, I mean I have an NTL Business connection separate to the residential connection, which is currently the one giving issues

---------- Post added at 19:17 ---------- Previous post was at 18:54 ----------

It's a 51 now

Re: Constant Disconnection Issues
 

Does the modem connect directly to your computer or do you connect to a router?
If using a router, have you tried a direct connection?
What lights go off on the modem when you lose connection?

Re: Constant Disconnection Issues
 

All the power levels are fine for an EX-NTL connection so as Mags said are you running through a router as that could be te issue.

When you lose connection does the Sync and Ready lights go off if they stay on it is not the modem.

Re: Constant Disconnection Issues
 

I'm using IPCOP as my firewall, running on a dedicated PC. I was running PFSense, during the time that the problem started, it's still persisting on IPCOP with the new modem, and as I say it only started happening after what seemed to be the local preparation for the 50meg rollout.

I haven't tried a direct connection into my PC, as I'm 3 floors up, and it's right downstairs with my firewall, alas, I haven't seen the lights either.

I could try a direct connection, however the problem is so intermittent, it could take anything between 10 minutes and 8 hours to repeat the problem.

Aside from the direct connection into a PC, do you have any other suggestions? I can't honestly see that it would be causing problems on my firewall, unless it's NIC's were faulty, but I changed them over as well to ensure it wasn't that, and the problem still persists.

Thanks for you quick replies, please advise me what would be the best next step.

---------- Post added at 19:44 ---------- Previous post was at 19:42 ----------

As for the Sync and Ready light problem - I'll take a look next time it does it, usually when it does disconnect, I don't have to do anything with the modem, simply have to release and renew the IP on my firewall. I never have to restart the modem which I find odd, I thought it would point to a problem with my firewall, but I've checked it for issues, ran 2 different firewall distros on it, and checked for any errors on the interfaces etc. Of which there is none.

I could try a direct connection - but I can't help but wonder if it's VM that are causing the problems. It's so difficult to get a proper techy on the phone!

Re: Constant Disconnection Issues
 

If you do not have to reboot the modem and you are running through a router and you have to renew and release the IP it sounds like it is either the router or a firewall issue.

Well you have 2 techs in this thread.;)

Re: Constant Disconnection Issues
 

I'm a techy myself. Doesn't seem to help me though - hehe.

Thanks for your help guys. I'll see what I can do.

It might even be worth putting the same firewall back on the NTL Business connection, and see if it fails on there. If not, we can rule out the firewall as the issue, if so, then it's my bad, and I've missed something.

The caps were replaced on the board not long ago for the onboard NIC's, so there may still be some issues there.

Thanks.

Re: Constant Disconnection Issues
 

If you need to call Tech Support then avoid Sunday and try on Monday after 0800.

You might get our Scottish Call Centre up to 10pm tonight though.

Re: Constant Disconnection Issues
 

That's fantastic. Thanks again for your help. I appreciate the time you've taken to reply to my messages.

---------- Post added at 19:58 ---------- Previous post was at 19:57 ----------

I'll also let you guys know where I get with it, and whether it was me being a n00b. Or VM.

Re: Constant Disconnection Issues
 

Oi leave me out of it :p:

Re: Constant Disconnection Issues
 

Typical if I failed to mention you lot working till 10pm you would have moaned, so I mention it and still you moan.:D

Whats your username again.:p::p::p:

Re: Constant Disconnection Issues
 

Lol, I'm working till 10 no need to give me more work :)

Re: Constant Disconnection Issues
 

I guessed as much with the gaps between posts.

PM your extension and I will see what I can rustle up for you[img]Download Failed (1)[/img]

Re: Constant Disconnection Issues
 

Hi Guys,

Right, I've tried a straight connection into my PC. As expected, the same problem occured once again.

I am 100% certain the problem lies at Virgin's side, as I have recently been re-routed through a new CMTS, and ever since, it's been problems!!!

Can someone please suggest any further course of action.

Please review a traceroute below, detailing my route to www.cableforum.co.uk as a test.

Tracing route to www.cableforum.co.uk [87.106.245.143]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms keiths-gateway.inws.local [172.16.1.254]
2 7 ms 8 ms 7 ms yead-cmts-02-lback-20.network.virginmedia.net [8
6.28.232.1]
3 9 ms 8 ms 7 ms leed-t3core-1a-ge-300-1516.network.virginmedia.n
et [80.0.241.93]
4 10 ms 7 ms 7 ms lee-bb-a-so-230-0.network.virginmedia.net [213.1
05.175.65]
5 12 ms 27 ms 15 ms bre-bb-b-as2-0.network.virginmedia.net [213.105.
175.26]
6 14 ms 15 ms 15 ms telc-ic-1-as0-0.network.virginmedia.net [62.253.
185.74]
7 17 ms 15 ms 16 ms ldn-b2-link.telia.net [213.248.100.97]
8 14 ms 16 ms 15 ms ldn-bb2-link.telia.net [80.91.250.229]
9 13 ms 16 ms 15 ms ldn-b4-link.telia.net [80.91.254.22]
10 15 ms 15 ms 15 ms schlund-122981-ldn-b4.c.telia.net [213.248.75.14
]
11 16 ms 15 ms 16 ms ge-2-1.bb-c.the.lon.gb.oneandone.net [212.227.12
0.25]
12 30 ms 31 ms 31 ms te-1-3.bb-c.bap.rhr.de.oneandone.net [212.227.12
0.49]
13 31 ms 32 ms 31 ms ae-2.bb-d.bs.kae.de.oneandone.net [212.227.121.1
96]
14 32 ms 32 ms 31 ms ae-7.gw-distp-a.fs.kae.de.oneandone.net [212.227
.121.225]
15 30 ms 31 ms 31 ms ae-1.gw-prtr-r1-1a.fs.kae.de.oneandone.net [195.
20.247.199]
16 33 ms 31 ms 32 ms server1.cableforum.co.uk [87.106.245.143]
Trace complete.

I have since put my Firewall back in place, as I've determined this isn't the cause of the random disconnections.

Please find below, the traceroute from my NTL Business connection, which is following the same routing structure as my Residential (problematic) connection *used* to follow.

Tracing route to www.cableforum.co.uk [87.106.245.143]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 172.16.1.253
2 2 ms 6 ms 6 ms 10.120.28.1
3 12 ms 34 ms 35 ms seac-cam-1a-ge914.network.virginmedia.net [80.0.
54.73]
4 3 ms 6 ms 6 ms leed-t3core-1a-ae2-0.network.virginmedia.net [19
5.182.175.165]
5 6 ms 6 ms 10 ms lee-bb-a-so-230-0.network.virginmedia.net [213.1
05.175.65]
6 14 ms 10 ms 10 ms bre-bb-b-as2-0.network.virginmedia.net [213.105.
175.26]
7 18 ms 12 ms 9 ms telc-ic-1-as0-0.network.virginmedia.net [62.253.
185.74]
8 15 ms 14 ms 12 ms ldn-b2-link.telia.net [213.248.100.97]
9 14 ms 8 ms 15 ms ldn-bb1-link.telia.net [80.91.252.9]
10 11 ms 13 ms 13 ms ldn-b4-link.telia.net [80.91.250.233]
11 16 ms 13 ms 12 ms schlund-122981-ldn-b4.c.telia.net [213.248.75.14
]
12 16 ms 12 ms 14 ms ge-2-1.bb-c.the.lon.gb.oneandone.net [212.227.12
0.25]
13 29 ms 24 ms 28 ms te-1-3.bb-c.bap.rhr.de.oneandone.net [212.227.12
0.49]
14 34 ms 27 ms 31 ms ae-2.bb-d.bs.kae.de.oneandone.net [212.227.121.1
96]
15 27 ms 29 ms 28 ms ae-7.gw-distp-a.fs.kae.de.oneandone.net [212.227
.121.225]
16 29 ms 29 ms 27 ms ae-1.gw-prtr-r1-1a.fs.kae.de.oneandone.net [195.
20.247.199]
17 28 ms 28 ms 34 ms server1.cableforum.co.uk [87.106.245.143]
Trace complete.

The business connection, is also plugged directly into a firewall.

I'm certain there is a problem on Virgin's side, is there anyway I can get them to check the CMTS I've been put on, or any of the routers on my path? I'm not sure how I could easily relate this to someone over the phone.

Best Regards,

Keith.

Re: Constant Disconnection Issues
 

JUst call tomorrow after 0800 and tell them the issue and also be connected direct to the modem for diagnostic purposes.

Re: Constant Disconnection Issues
 

Hi all,

Just to keep you updated on my progress.

I rang VM yesterday - and after being told they don't hold any kind of historic data on connection drops, I'd have to ring back the next time it happened.

I thought, this wasn't good enough, as I had already had troubles for over a week - and no-one would admit to the problem. "What Anti-Virus are you using?"

So I told the 2nd person I rang back (a nice lady in India) quite straight but politely, "It has nothing to do with my firewall(s), Anti-Virus programs, Operating Systems, or routers", I want to speak to someone more senior. She kept denying that there was an issue, but then eventually after much pushing, and refusing to get off the phone. She eventually found that, "Oh yes, your cable modem isn't communicating with the server properly." I'm guessing she means the new UBR that I told her I've been put through and which is when the problems started. So they "sent some signals" to my modem, which haven't done anything to help, but there is an engineer coming out tomorrow to take a look. So hopefully, this will solve problems.

It seems a lot of people are experiencing this intermittent connection drop problem.

Thanks again for your help, I welcome any comments on this post.

Keith.

Re: Constant Disconnection Issues
 

Let us know what the engineer finds;)

Re: Constant Disconnection Issues
 

Hi all,

Right, I've had an engineer out this morning.

In a nutshell all I have to say is Virgin Media, are absolutely, completely, without a doubt, USELESS.

They admit there is a problem with the UBR I'm on, but because it's a Motorola UBR, they don't have the correct tools to monitor the connection properly, and keep logs. I ask you this, What kind of an ISP doesn't keep logs on traffic???

So apparently, I have to keep ringing back whenever the problem occurs, but because it's so intermittent, by the time I actually get through to a 2nd line support person, provided I've managed to convince the 1st Line Support person that I actually need to speak to one, the connection will be back up, and I'll get the usual rubbish of "Please ring back when it happens again".

They've EVEN admitted that by putting me back on my old UBR (the one the business connection is on) would cure my problem, but because I'm a 20meg Customer, they won't do that.

What Kind of Customer Service is this? It's absolutely useless!! If I wasn't tied into a contract, I'd be on BT quicker than you could say BOO, because I'm absolutely, at my witts end of having to deal with these so called "Network Engineers" who can't even diagnose a problem on a piece of network equipment.

I sincerely hope they get their butt's in gear, because this is really REALLY PATHETIC, I expect better from an ISP of this size.

Well, at least one things improved, they actually ADMIT to having a problem, instead of blaming it on my damn Anti-Virus!!

On the brightside, the Engineer that came to my house this morning, was very understanding, very helpful, and very sympathetic to my situation. If only the 2nd Line Support people could be the same.

Rant OVER.

Re: Constant Disconnection Issues
 

What does anyone suggest I do next? Lodge a formal complaint?

Re: Constant Disconnection Issues
 

Yeah mate thats what im in the middle of doing. They admit theres no fault with my modem or even router (got a nice guy in scotland wales england somewhere lol) and he seemed to be very very helpful and not reading from some stupid script. Also explained to me he was using the exact same router as me recently updated like mine (firmware) and he was not having issues. He more or less said theres a problem at their end but suddenly the line died? LOL (line completly died for some reason and came straight back on). Well to be honest i couldnt be bothered calling back waiting on hold to most likely NOT get a helpful person.

So far ive gotten over £100 refund off them and i am aiming for more. Solicitor even says and i quote "service isnt fit for purpose"

Yes thats right babies OVER £100 so far. Was going to demand an engineer out but i just started redecorating the room the modem is in and i wont get it tidy im sure but hes here. Hey i have some dignity dont want him tripping over paint buckets and stuff lol. Would they need to go into that room or can they do it from the outside box? What way did he check yours? Btw i got a new free modem too as they and i quote 'thought it was a problem there' which took them over a week to bloody order and send me when it was supposed to be sent next day

So long story short i suggest going the formal complaint hammer them for as much as you can get then do what im gonna do look at other ISPs where they dont screw you around.

PS: this aint anything personal to VM staff that uses this forum but you gotta admit VM is getting a hell of a low rating for their customer services these days