Cable Forum - Problem with Modem

Cable Forum (https://www.cableforum.uk/board/index.php)

- Virgin Media Internet Service (https://www.cableforum.uk/board/forumdisplay.php?f=12)

- - Problem with Modem (https://www.cableforum.uk/board/showthread.php?t=33657222)

Problem with Modem

Hello, lately I have been having a problem.
I have the small black modem that comes with 20mb speed, and the problem is that sometimes the ready light will be flashing and even sometimes will go off for a small period of time which is causing my internet to disconnect which is becoming frustrating.

Here are my power/siginal levels:

Downstream Lock : Locked
Downstream Channel Id : 93
Downstream Frequency : 307000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 1.5 dBmV
Downstream SNR : 38.5 dB

Upstream Lock : Locked
Upstream Channel ID : 2
Upstream Frequency : 47400000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 51.8 dBmV
Upstream Mini-Slot Size : 2

(These levels now are at a time where the ready light is solid lit, if needed when it starts to flash or go off again I'll try and get a siginal reading then)

Thanks.

Re: Problem with Modem

Downstream SNR is a tad low - everything else seems in operation parameters.

Re: Problem with Modem

Err 38.5dB is excellent, stats point to an intermittent fault and it would be useful to see what the numbers say when the connection drops.

Re: Problem with Modem

Hmmm ok, when the fault appears again, which will prob be tonight I'll post the signal/power levels again. Thanks for the replys so far =]

Re: Problem with Modem

Logs from the modem would be good too DDD.

Re: Problem with Modem

You need to speak to support either way mate.. to lose your ready light, its either a bad SNR or more likely a local issue, I.E power levels.

All posting your details here will do is confirm you need to call. No offence to BB etc, they will be able to advice of the fault, but support wont care and will start from beginning.

Re: Problem with Modem

Well the problem just happened, the ready light went completely out and I got disconnected, I tried to go on the signal/power levels page but the problem was is that it woulden't load untill the light came back on =/

Quote:

Broadbandings: Logs from the modem would be good too DDD.

I think these are what you mean by the logs:

Spoiler:

And @ Quite_news, I guess a call to them would be a good idea since then I might be able to get an engineer to come fix it if needed.

Re: Problem with Modem

I get the same problem, usually it drops completely until I reboot the modem. Support on the newsgroups say

Quote:

Hi Darren,

This issue has been passed on to the ubr supplier (Motorola) to be investigated, I can only apologies for the time this will take to investigate/resolve.
--
--
Kind Regards
<snip>
Virgin Media Technical Support
Please bottom-post when responding to aid viewing for all readers, thank you.

It might be the same issue as you. Everything you posted certainly looks that way.

Re: Problem with Modem

I'm not saying it's the same issue but I used to have an intermittent fault where the modem would lose it's ready light. It could often happen 40 or 50 times a day. It turned out to be a local problem with "noise" disrupting the signal, which was only sorted out by an engineer visit.

Re: Problem with Modem

Hmmm ok, I will get in contact with Virgin asap about this issue,
Thank you all for the replys, much appreciated =D

Edit, When the flashingness happened again, this is the biggest change that I noticed:

Downstream Receive Power Level : 0.5 dBmV

Re: Problem with Modem

Sorry for the double post, I would have edited my previous post again but for some reason I can't see an edit button.

Anyway, I did find an intresting reading earlier when the Ready light had gone off,

this is what I got on my upstream:

Upstream Lock : Not Locked
Upstream Channel ID : 0
Upstream Frequency : 0 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 0 Ksym/sec
Upstream transmit Power Level : 51.8 dBmV
Upstream Mini-Slot Size : 0

The downstream seemed normal like previous readings.

Re: Problem with Modem

Everything in your modem stats look normal so I would advise you to call Tech Support ASAP on 151 from a Virgin phone or 0845 454 1111 from any other phone soi that the issue can be diagnosed.