Modem stick in pre-activation state
 

Hi guys, hoping someone might be able to assist with this one, it's extremely weird.

Whenever I try to navigate to any webpage using my VM cable connection, I get redirected to the VM broadband activation page. I've been on to VM several times and had to do all the usual checks (unplugging modem, router etc.). Also, mail, MSN, Usenet are no longer working. Bizarrely though, my XBox 360 can still connect fine to Live.

List of events:

Around 4am (!) I lost connectivity and the Sync light on the modem started flashing, as did the online box on the V+ box, but I was still receiving TV signal.

10 minutes later the modem picked up sync again and I started getting the broadband activation page. Usenet was still working.

Thinking there might be a glitch, I completed the broadband registration wizard (with hindsight I probably shouldn't have...) and it all seemed normal up to the point at which it says it's going to reboot the modem. It didn't, and then asked me to. Did so, and got the same activation wizard again on trying to go to Google.

I then called VM tech support to be told (eventually) that I should leave it 4+ hours and then reboot the modem.

Around 1pm (after I got up :)) I rebooted the modem, and again still got the activation site after doing so. Another call to VM had me doing the same tests I had earlier, and was told the problem was going to be escalated but it might take up to 5 days to fix. I found this unacceptable and phoned through to customer services to try and get it expedited, but no go.

As things stand at the minute, DNS isn't working as everything resolves to 194.168.4.37 as detailed below:

The modem also appears to have had the line speed regraded; downstream is showing at 10mb and upstream is showing at 64k (I'm on the XL package which should be 20mb down and 768k up). Also, in the event log, the modem states that it downloaded a config file and failed to perform the upgrade - the filename changes randomly each time I reboot the modem.

Nothing on the PC is working at all now (I'm connecting through T-Mobile at the mo...) yet XBox Live is working okay, which I find most odd. I've factory reset my router several times, and rebooted the modem more times :)

I'm at a loss. Anyone able to assist?

I wasn't sure which info would be required from the modem (which is one of the black VM ones, similar in style to the old NTL blue one) so I've documented everything below:

Modem info:
Router info:
Any assistance would be gratefully received! Cheers.

Re: Modem stick in pre-activation state
 

This is what happened to me last night, and at about the same time too. However, in my case there was a satisfactory resolution. My modem rebooted itself at about 9am, and started working normally again... So far.

I replied just to let you (and the technical bodies that frequent this forum), that yours wasn't an isolated incident.

I hope you get it sorted.

Re: Modem stick in pre-activation state
 

Ring up again and ask about getting the modem swapped by a Tech as that may resolve this issue quicker.

Re: Modem stick in pre-activation state
 

It does seem as if it's a modem issue with it failing to apply the upgrade file, but unfortunately when I called up, I was met with insistence that the modem isn't at fault, and that a new one will have the same problem as it is a server issue. The CSA didn't go into specifics unfortunately, and refused to put me through to the 2nd line team (assuming there is one).

Thanks for your assistance :)

At the moment I'm kind of getting around it by using OpenDNS servers; for some reason it seems to work, but I'm still stuck on a pre-activation IP giving me 10mb/64k line, so no downloading for me at the minute :(

Re: Modem stick in pre-activation state
 

This problem still persists unfortunately, with the fault still being under investigation by the tech support team apparently.

I asked an agent on the customer service line if it was possible to get a new modem as suggested above, and was advised that one is being sent out rather than a tech coming to install it. Interesting times ahead...

Re: Modem stick in pre-activation state
 

Switch the modem off for a minute or two if you haven't already, couldn't hurt.

Re: Modem stick in pre-activation state
 

Been doing that every day since the original fault at roughly 3 hour intervals, and several times on the phone today with the tech on the phone. No joy :(

Re: Modem stick in pre-activation state
 

...and almost 2 weeks on, this problem still persists. A tech has been out to visit, he verified that ther return path was fine, and swapped the modem out, and still no luck. Exactly the same problem with the new modem.

Apparently this is some kind of "server problem" - anyone have any clues?

Re: Modem stick in pre-activation state
 

Hi i take the modem has gone into pre reg state again 10 meg down and 512 up .Keep on at them you will not need a tech for this as all the levels are fine as you said it is a problem at the other end causing this to do this :)

Re: Modem stick in pre-activation state
 

It's not been in anything else since the 9th, and i wish it was 512 up, i have 64k up! Online gaming is not a happy experience with that upstream...

Re: Modem stick in pre-activation state
 

Have you tried connecting your computer directly to the modem and then trying to register it again?

Re: Modem stick in pre-activation state
 

Yep, tried that on the day it went down. No effect :(

Re: Modem stick in pre-activation state
 

I know VM are deploying some extremely needed and belayed DHCP upgrades which I can imagine might be causing some issues.

You'd have thought someone would have made people aware of this though, sadly VM is even more political than ntl or Telewest were in that no-one knows what anyone else is doing to try and guard their little piece of the pie and justify their job.

Result being stuff gets changed and messed around and you get the run around :(

2 weeks on a pre-registration address, I trust you aren't paying for this?

Re: Modem stick in pre-activation state
 

Nobody in India seems to have a clue what's going on though, that's the annoying thing. It's "under investigation every time I call". It all worked fine for 4 months, so I have no idea what's going on.

No idea if I'm paying for it or not - CS reckon that once it's resolved I'll receive some credit, but who knows how much that will be.

Pity there's no route through to tech support in UK...unless someone knows a secret ;)

Re: Modem stick in pre-activation state
 

Well after 3.5 weeks of limited service, endless callbacks from VM promised, and none received, countless phone calls to customer services and tech support, 3 modems, 765478345 modem reboots, I'm finally back online with the service I subscribe to (20mb).

A service credit for 1 month has been applied to the account (hopefully - we'll see on the next bill) - not really what I hoped for, but still.

Thanks to all here who offered assistance with the problem.