Need Help - Getting Nowhere.

MadK9 · 06-02-2010, 14:54

Hi,

had 50mbit now since November 09, up until 5th Jan 2010 this was pretty fine, no real issues so to speak, only fault i really found was downloading @ max speed sometimes the modem lost connection and died, so just limited the speed to about 95% and all was fine.

Since the date above if i download anything the modem loses sync, and i have to powercycle it to reconnect, my speeds have been pretty poor aswell, ive had an engineer out 3 times already for power issues, and atm there are 2 yes 2 Forward Path Attenuators stuck on the back of the modem.

To make this clear i have Virgin Phone, Normal Virgin TV, Virgin+ and 50mbit BB. The V+ is in my Den, and the Normal Virgin TV in the front room.

I have been onto Newsgroups throughout this issue, and they have said this is down to a Motorola fault, on my UBR.

I can see by the modem screen i am suffering LOTS of T3 timeouts, and correctable/incorrectable at high amounts.

This can effect me in different ways, sometimes i start a download and instantly bang the modem shuts off and i have to powercyle, or i can go 10 mins then it will drop out, downloading the BFBBC2 Beta took 5 resets to get the 1.5gig file.

The Engineer team have put me under the Fault F001105016, but i can't find any information about this fault, or the status of this.

But if anyone has some ideas or help it would be appreciated, as there a 5 internet users in the house, so it gets pretty annoying when one of them downloads something and the net goes off.

Anyway heres the modem stuff for you guys too look at, see if you can see anything glaring at you.

Cable Modem Downstream
DS-1 DS-2 DS-3 DS-4
Frequency 298750000 306750000 314750000 322750000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 37 38 39 40
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) -0.06 -0.13 -0.19 -0.35
RxMER
(dB) 37.94 38.26 38.61 38.61
Correctable
Codewords 4712 3430 3349 3266
Uncorrectable
Codewords 369 320 300 313

Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type 1.0 N/A N/A N/A
Channel ID 2 N/A N/A N/A
Frequency
(Hz) 45800000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 2560 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 50.75 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 15 0 0 0
T4 Timeouts 0 0 0 0

Wed Feb 3 16:52:01 2010 Thu Feb 4 13:31:49 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Thu Feb 4 13:31:51 2010 Thu Feb 4 13:31:51 2010 Critical (3) Ranging Request Retries exausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Thu Feb 4 13:31:52 2010 Thu Feb 4 13:31:52 2010 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Thu Feb 4 17:04:19 2010 Fri Feb 5 15:50:13 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;
Sat Feb 6 00:23:28 2010 Sat Feb 6 00:23:28 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.0;

At my wits end with this, pretty pointless paying for this internet when all it does is crash when i download, or view video streams..

Thanks in advance for any help.

Sephiroth · 06-02-2010, 21:21

If you set up an account on the support newsgroup and put in the ticket reference number in the search box, you'll get a full report on the fiasco which has been going on for months.

When you've digested this, I'd get onto the CEO of VM by e-mail and demand (politely) that he sorts it out. The ticket reports that the fault lies with Motorola equipment (possibly their BSR onto whoch your circuit terminates). There are similar status reports for Manchester and elsewhere and it beats me why this hasn't been solved.

To get onto the newsgroup:

If you're on XP, the VM web site tells you how to connect to the newsgroup using Outlook Express (Outlook doesn't support this).

If you're on Vista or Windows 7, you would use Windows Live Mail (a standard part of your system). To get on the VM Newsgroup you need to be operating through the VM broadband system.

In Windows Live Mail, you'd click the "Newsgroups" link at the bottom of the screen and then Tools/Accounts then Add/Newsgroup Account.

Give your Display Name (like kiloman), your e-mail address (which can be fictitious) then your server address for the newsgroup which is "news.virginmedia.com".

You'll then be able (via the Newsgroups menu item) to select the Virgin media icon on the left of a search panel, click on "All" and wait a few minutes till it's finished listing thousands of newsgroups.

Scroll down to "Virginmedia.support.broadband.cable" and double click it.

And you're there. You can post your stuff including any evidence you've collected.