Drop Outs
 

Posting on behalf on a Mate who is receiving Drop outs (Line Disconnects + then reconnects)


WebSTAR DPX100
Modem Serial Number
0000000000000000
Cable Modem MAC Address
000000000000
Hardware Version
1.0
Software Version
1.0.5 r1.1.3 (cm.update.bin)
Receive Power Level
-9.24 dBmV
Transmit Power Level
48.50 dBmV
Cable Modem Status
operational

----------------

Downstream Status
Operational
Channel ID
2
Downstream Frequency
331000000 Hz
Modulation
QAM256
Bit Rate
4096000 bps
Power Level
-9.33 dBmV
Signal to Noise Ratio
31 dB

Upstream Status
Operational
Channel ID
3
Upstream Frequency
34000000 Hz
Bit Rate
384000 bps
Power Level
48.50 dBmV


Whats the Problem here ? Could it be an old modem thats causing it ?

EDIT -

His Modem seems to be getting a lot of this in his modem logs


2008-09-22 19:52:16 warning Cable Lost FEC lock
2008-09-22 19:52:15 warning Cable Lost FEC lock
2008-09-22 19:52:13 warning Cable Lost FEC lock
2008-09-22 19:52:12 warning Cable Lost FEC lock
2008-09-22 19:51:49 warning Cable Lost FEC lock
2008-09-22 19:51:49 warning Cable Lost FEC lock
2008-09-22 19:51:04 warning Cable Lost FEC lock
2008-09-22 19:51:04 warning Cable Lost FEC lock
2008-09-22 19:50:49 warning Cable Lost FEC lock
2008-09-22 19:50:49 warning Cable Lost FEC lock
2008-09-22 19:49:12 warning Cable Lost FEC lock
2008-09-22 19:49:12 warning Cable Lost FEC lock
2008-09-22 19:49:08 warning Cable Lost FEC lock
2008-09-22 19:49

Re: Drop Outs
 

You need to call Tech Support as that modem requires replacing, we usually replace them as a matter of course but that does appear faulty even though the power levels and frequency are fine.

Also you are on 4mb at the moment and it will really struggle when you get the 10mb upgrade.
----------------------------------------------------------------------------
Tech Support is open 24/7 on the numbers below.

For help with your TV or Phone and for Broadband Technical Support:

Call Product Support/Faults on 151 option 3 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.
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Re: Drop Outs
 

The error message means that the modem lost its' lock on the signal coming from the equipment at VM.

You need an engineer, power level bit low, SNR bit low, query over modem. Contact VM.

Re: Drop Outs
 

100% in agreement with what Broadbandings says and that modem is toast.

Re: Drop Outs
 

They said that Line stats are Ok ????

they are sending a Modem to him

Re: Drop Outs
 

The are problems with that modem we can see from your logs which is rare, but at least they are sending a modem.