Loss of Internet connection
 

Hi, I hope that someone here is able to help and point me in the right direction in fixing a fault with my Internet connection.

Its happend a few times since the free upgrade to 100mb and the new superhub was installed, but its happend twice within the last 4 days now, and I hope it doesn't increase in frequency any more.

I'm not sure where the problem is, possibly it's the superhub or maybe a fault on VM's network, but when I lose connection, my modem can not reconnect for another 1-2 hours.

If I log in to the modem, on the network status page it shows no IP address and the DHCP and TFTP flip between in progress and complete, although when complete, it still doesn't connect and get an IP.

I've had this problem on and off for a long time, but it's more regular since the upgrade. In the past I have check the dB levels with help of the sticky post, and they always seem to be within range.

Current levels are, downstream;
Channel ID : 36
Frequency : 402750000hz
Modulation : QAM256
Rx Power : 21.5 dBmV
SNR : 42.5 dB
Pre RS Errors : 76
Post RS Errors : 0

Upstream;
Channel ID : 17
Frequency : 45800000 Hz
Modulation : ATDMA
Tx Power : 45.0 dBmV
Mode : 16QAM
Channel Bandwidth : 6400000
Symbol Rate : 20480 Kbit/s

I would be grateful if anyone has any ideas on resolving this issue, I haven't yet called VM as every time I have done so in the past they have just said to reboot the modem, which doesn't help and I already try before contacting them anyway.

Thanks


Edit: post code is DN33, Grimsby

Re: Loss of Internet connection
 

that is way too high. you need a tech out to lower it.

Re: Loss of Internet connection
 

It's a single channel though and typical of what you see before the connection is properly established. Power levels when it is actually working will give a better idea whether or not they are the problem.

Re: Loss of Internet connection
 

Thanks for the quick replies.

I've just checked again and the downstream Rx is now down to 3.9 but it still isn't connecting.

Another thing I've just noticed is that the frequency has changed to 307000000, and there's no upstream channel at all.

Is this normal while the modem searches for a connection?

Also should I contact VM about power levels like thenry suggested or wait until it starts working again to see what the power levels are like.

Thanks again

Re: Loss of Internet connection
 

remember the shub reported dodgy power levels when new channels are/were added to each area. Can you paste the table for the whole page. You will be using at least 4 downstream channels.

---------- Post added at 18:31 ---------- Previous post was at 18:30 ----------

the frequency depends which channels you lock onto because each channel operates on a different frequency

Re: Loss of Internet connection
 

have you tried the VM status page to see if your area has issues? google VIRGIN MEDIA STATUS. i cant post the link sorry.

Re: Loss of Internet connection
 

I can't copy the whole thing since I'm typing this on my phone as it still hasn't been able to connect.

But, the downstream channel table there's 8 channels but 7 of them say unlocked, unknown or 0. Same with upstream 4 channels with only 1 with any signal.

---------- Post added at 17:50 ---------- Previous post was at 17:46 ----------

The service status page shows 2 faults which have been up for the best part of a week but they are for VM mail and logging into Back up and storage.

Re: Loss of Internet connection
 

call in and ask them whats up with your connection

Re: Loss of Internet connection
 

And as if by magic, its working again. Here is the full network status taken from the modem web ui.


Modem Initialisation Stage Status
Downstream Acquisition Locked
Primary Frequency 307000000 Hz
DHCP Complete
TFTP Complete
Time Of Day 19:29:52
Security Enabled
Counters T1,T2,T3,T4,Sync,Resets 0, 0, 21, 0, 0, 5
Internet Connection IP Address Status
WAN IP Address ************
Lease Time Remaining 3 days 23:26:32
Expiry Sun 23 Sep 18:56
Current Network Time Wed 19 Sep 19:29
Downstream Channels Lock Status Channel ID Frequency Modulation Rx Power SNR Pre RS Errors Post RS Errors
Locked 36 307000000 Hz QAM256 3.7 dBmV 43.9 dB 94 0
Locked 34 291000000 Hz QAM256 4.2 dBmV 44.4 dB 18 0
Locked 35 299000000 Hz QAM256 4.0 dBmV 43.9 dB 30 0
Locked 37 315000000 Hz QAM256 3.0 dBmV 43.1 dB 35 0
Unlocked Unknown 0 Hz Unknown 0.0 dBmV 0.0 dB Unknown Unknown
Unlocked Unknown 0 Hz Unknown 0.0 dBmV 0.0 dB Unknown Unknown
Unlocked Unknown 0 Hz Unknown 0.0 dBmV 0.0 dB Unknown Unknown
Unlocked Unknown 0 Hz Unknown 0.0 dBmV 0.0 dB Unknown Unknown
Upstream Channels Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked 17 45800000 Hz ATDMA 44.8 dBmV 16QAM 6400000 20480 Kbits/sec
Unlocked 0 0 Hz Unknown 0.0 dBmV Unknown Unknown 0 Kbits/sec
Unlocked 0 0 Hz Unknown 0.0 dBmV Unknown Unknown 0 Kbits/sec
Unlocked 0 0 Hz Unknown 0.0 dBmV Unknown Unknown 0 Kbits/sec

Re: Loss of Internet connection
 

those power levels are fine

Re: Loss of Internet connection
 

Yeah, in the past when I have checked the levels they have been within the limits suggested on this forum.

A few years ago I was having similar issues and someone was sent around to check it out, but by the time he arrived, it had sorted itself out and he couldn't find a problem with the connection.

Any other ideas or suggestions as to where the fault lies would be greatly appreciated.

Re: Loss of Internet connection
 

unfortunately dude there is nothing you can do with problems like that because it is an intermittent network fault. The only thing you can do is keep getting techs sent out when it happens and pray that it isnt working when they come round. I had the same problem a couple of years ago and the tech came round and said there was nothing he could do. Luckily he left me his mobile number because within 5 mins of him leaving it happened again and he was at his next call round the corner and they had the same problem :)