Disconnection

[-DS-Jaygar]

Hi,

i understand you guys are very busy and i am very great full for any help so im going to go ahead and try and give you as much information as possible wasting as little of your time as i can.

1)What, specifically, is your issue?
a) Is there a specific time that this issue is most prevalent?
b) How long has this issue been going on? (days, weeks, months etc)

1.i get this alot

070425200425 7-Information H501.6 HFC: TRC SYNC Recovery OK
070425200424 3-Critical H501.4 HFC: LOST TRC SYNC- trying to recover

and i have seen other people have the same problem but i havnt seen a answer posted.

A)i get it mostly when playing games and it happens alot! which is bad cause i play hours and hours of computer games online.

B)since i started playing innternet games ive always been dissconnected alot but before i started playing them i didnt notice the problem so i cant exactly tell you when but its been mounths if not years.

2) Do you have cable TV? If so, is there any reception degradation?

2. yes i have cable tv but that doesnt seem to get a bad reception often/at all.

3) Have you contacted customer support about this problem? If so, what did they say?

3. i have not contacted customer support about this problem. i dont do well on the phone i have hard time getting my words out correctly and in an understandable manner.

4) What troubleshooting steps have you taken to resolve this problem? (aka: if you haven't tried to help yourself, why should *we* help you?)

4.i wouldnt know what trouble shooting steps to take i have tried restarting my modem and intire network but nothing changed.

5 Who you are and what you have
a) Where in the country are you?
b) What is your operating system?
c) What is your home network setup? Provide details.
d) If you have more than one computer, is the problem occuring on all other machines?
e) Are you running a firewall of any sort? Have you ever installed one? Did you try to turn it off during troubleshooting?
f) Please supply a traceroute from you to www.bbc.co.uk in text format

5.A)North East lincolnshire
B) xp 64bit pro
C) i have modem then it goes through wireless router then into a net gear switch which send the signal to 3 pcs soon to be 5 pcs (dont ask lol)
D)the problem occures on all machines on the network with getting disconnected.
E)windows firewall and my wireless router has one but the problem is not with ether firewall
F) no idea how to do one.

6) Further Info: If you're posting about:
a) Connectivity issues: Please post a
line test
b) Speed issues: Please post at least one speed test which tests speed in both directions.
c) For latency issues please post traceroutes and pings to some major sites in the UK. www.bbc.co.uk, www.nildram.net, etc

6.A) the line connectivity test i dont like doing as it doesnt say its a safe site
B)its not speed issues i have
C)its not latency issues i have

I hope all that helps and that you can help me. any help is greatly appreciated!

Thanks.

[Nedkelly]

Wow what a lot of info .What town do you live in which modem do you have and what is your downstream level and upstream level ? and what is the snr

[colin-bennett]

if you using a switch do you not need more than 1 external IP address. Or as you say (do not ask).

Long thread but some people here may help.

[-DS-Jaygar]

I live in grimsby i have a Surfboard sb3100 cablemodem.

Downstream Value
Frequency 403000000 Hz Locked
Signal to Noise Ratio 29 dB
QAM 256
Network Access Control Object ON
Power Level -1 dBmV The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading



Upstream Value
Channel ID 1
Frequency 33600000 Hz Ranged
Ranging Service ID 3369
Symbol Rate 2.560 Msym/s
Power Level 45 dBmV

as for snf i have no idea what you mean by that please explain.

Yes i do have more then one external ip address i have one for each machine naturaly.

Thanks for quick reply and sorry for so much information above i was just tring to give you as much information as i could without you having to request it.

[MovedGoalPosts]

Someone who properly understands the signal levels will state if they are in tolerance or not.

Do you get the disconnection issues if you have one PC connected direct to your modem?

Normally if using a router you will present only one IP, the one allocated by the Virgin Media network to the internet. not different ones per PC. Your single external IP is dynamically issued by VM. Therefore how are you allocating an IP per computer

I note there is confusion in this thread between the word router, and switch - exactly what do you have and how have you got everything wired up. Normally you need it setup modem <> router <=> computers

[-DS-Jaygar]

Wired up = surfboard sb3100 modem => linksys wireless router => netgear switch => pc Exactly like that.

i have tried pluging the modem directly into my pc i still get exactly the same problem.

As for ips i dont know im no expert im probably wrong :|. i shouldnt have commented

[Nedkelly]

HI i think the problem could be the surfboard modem and the snr is little low but nothing to worry about Are you on 10 meg by any chance

[-DS-Jaygar]

is there any way to prove its the modem?

And thanks so all the quick replys i wish the world was full of kind helpfull people! like you

no i think its up to 2 meg

[Nedkelly]

Dont see many of these modems but there has been a problem with these modems on 10 meg

[-DS-Jaygar]

if i got an enginer out would they be able to prove it was the modem and replace it or some thing like?

[Nedkelly]

I would change it to a new one just to be on the safe side as we have had some problems with the surfboard .Aslo some of the ubrs in gy are ready for a reseg soon yippee

[-DS-Jaygar]

Okay i will call tomorrow and see about getting an enginer out. Thanks Everybody whos posted especialy ned kelly

[Nedkelly]

You never know it could be who comes round if you live in Grimsby

[-DS-Jaygar]

thanks again and good night. on a last note i think diamond cable was the best name yet!

[-DS-Jaygar]

its all sorted it was the modem. Thanks again people