Sync light on but Nothing for 90 minutes

Efour · 22-04-2009, 23:27

Sunday evening and now today from about 9pm ish I have experienced a loss of connection but the sync light has stayed active.

Could not even connect to the modem diagnostics page for 90 minutes. Then all of a sudden it springs back to life... Im hesitant to report this as a fault without knowing if there are problems already recorded in the RM11 area in Hornchurch Essex.

a look in the log reported this

Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response. Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response. Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response. Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response. Wed Apr 22 21:17:25 2009 Wed Apr 22 21:17:25 2009

My router was not getting an IP address from the modem for all this time. I direct connection to the modem didnt do a thing either

Its an EX NTL area and my current signal levels are thus:

Cable Modem Downstream Downstream Lock : Locked Downstream Channel Id : 2 Downstream Frequency : 586750000 Hz Downstream Modulation : QAM64 Downstream Symbol Rate : 6952 Ksym/sec Downstream Interleave Depth : taps12Increment17 Downstream Receive Power Level : -2.9 dBmV Downstream SNR : 36.3 dB

[img]Download Failed (1)[/img]
Cable Modem Upstream Upstream Lock : Locked Upstream Channel ID : 4 Upstream Frequency : 37500000 Hz Upstream Modulation : QAM16 Upstream Symbol Rate : 2560 Ksym/sec Upstream transmit Power Level : 51.0 dBmV Upstream Mini-Slot Size : 2Ive had signal level problems about 4 months ago and an engineer came to adjust... Is it time to call yet again ??

thanks

Peter_ · 22-04-2009, 23:37

Quote:

Originally Posted by Efour

Sunday evening and now today from about 9pm ish I have experienced a loss of connection but the sync light has stayed active.

Could not even connect to the modem diagnostics page for 90 minutes. Then all of a sudden it springs back to life... Im hesitant to report this as a fault without knowing if there are problems already recorded in the RM11 area in Hornchurch Essex.

a look in the log reported this

Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response. Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response. Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response. Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response. Wed Apr 22 21:17:25 2009 Wed Apr 22 21:17:25 2009

My router was not getting an IP address from the modem for all this time. I direct connection to the modem didnt do a thing either

Its an EX NTL area and my current signal levels are thus:

Cable Modem Downstream Downstream Lock : Locked Downstream Channel Id : 2 Downstream Frequency : 586750000 Hz Downstream Modulation : QAM64 Downstream Symbol Rate : 6952 Ksym/sec Downstream Interleave Depth : taps12Increment17 Downstream Receive Power Level : -2.9 dBmV Downstream SNR : 36.3 dB

Cable Modem Upstream Upstream Lock : Locked Upstream Channel ID : 4 Upstream Frequency : 37500000 Hz Upstream Modulation : QAM16 Upstream Symbol Rate : 2560 Ksym/sec Upstream transmit Power Level : 51.0 dBmV Upstream Mini-Slot Size : 2Ive had signal level problems about 4 months ago and an engineer came to adjust... Is it time to call yet again ??

thanks

Power levels are fine and ignore the logs.

Your Sync and Ready must both be on solid and not flashing to get a connection if they are flashing then you need to call Tech Support.

Efour · 26-04-2009, 08:04

Finally back and able to post after another 2 days outage....

Could a VM guy please tell me the state of the fault in the RM7 RM11 RM12 Etc area and if the ticket is finally closed.... What was the actualy fault that can take out an area like this for such a period of time.

Every time i phone i get told it will be fixed by 5pm then they changed that to 9pm then at 9am they say 5pm etc etc...

THis has beeen effecting me for over 1 week today and frankly its getting silly.. can i claim a refund??

browney · 26-04-2009, 08:10

Tired the VM newsgroup?

Efour · 26-04-2009, 08:30

I guess i can try.. I fail so hard using it, thats why im here lol

Efour · 26-04-2009, 13:02

No answers.. maybe i messed up the post.

Could a VM employee tell me if its officialy fixed? And if its ok say what the problem was too.

Ignitionnet · 26-04-2009, 13:24

Quote:

Originally Posted by Efour

No answers.. maybe i messed up the post.

Could a VM employee tell me if its officialy fixed? And if its ok say what the problem was too.

The newsgroups are really your best place to ask this question - the guys posting here will not be at work, or shouldn't be anyway

so won't have access to the fault ticket system.

Peter_ · 26-04-2009, 15:14

Quote:

Originally Posted by Broadbandings

The newsgroups are really your best place to ask this question - the guys posting here will not be at work, or shouldn't be anyway

so won't have access to the fault ticket system.

He could always ring up and speak to India as they are at work.

Ignitionnet · 26-04-2009, 15:29

Quote:

Originally Posted by Moldova

He could always ring up and speak to India as they are at work.

Probably not a good idea I imagine he actually wants some answers rather than to spend the next 30 minutes repowering stuff, disabling antivirus, etc.

EDIT: And yes I know this stuff does fix issues occasionally, it's just the way that rather than try and actually diagnose an issue or listen to the customer those lovely people over there tend to force you to do it anyway even if it's clear the fault isn't related to CPE.

Peter_ · 26-04-2009, 15:30

Quote:

Originally Posted by Broadbandings

Probably not a good idea I imagine he actually wants some answers rather than to spend the next 30 minutes repowering stuff, disabling antivirus, etc.

They have all the answers on a notepad.

26-04-2009, 15:38

Checked here?
http://status-cable.virginmedia.com/vmstatus/summary.do

Ignitionnet · 26-04-2009, 15:38

Quote:

Originally Posted by Moldova

They have all the answers on a notepad.

Indeed. Shame they aren't the right ones.

Efour · 26-04-2009, 23:39

Quote:

Originally Posted by xocemp

Checked here?
http://status-cable.virginmedia.com/vmstatus/summary.do

yes its the first place i check - not a single scrap of information

followed by calling 151 - which had a recorded message telling me there's a fault in my postal district along with 4 local others, and it was being dealt with

then after 2 days i called India and asked if they have any updates or repair schedule for the fault mentioned on the phone 151 . after 5 minutes of unplugging my power cables and saying please i got her to just check any fault tickets or knwo issues and she said yeah yours is on the list.... she was actually better trained than most you speak to.

Then when it appears to be fixed i posted here asking if anyone could tell me what the fault was and has it been "properly fixed" - the telephone was update at least 3 times -(very bored sounding Scotsman and women and finally a Geordie guy that sounded like he had been lobotomized ) different recorded messages - all postponing the ETA by 8h a time.

I was told to post on the VM newsgroup as that would be the best answer.

From my experience with VM the fault 9/10 times already being in the process of being fixed (excerpt 1 signal level problem i had) and its just a matter of sitting there and twiddling thumbs until it is..

the complete lack of real info anywhere except the vague pre-recorded message was what prompted me to see what exactly the problem was.

Anyway another week of intermittent service followed by 2.5 days downtime and still no clearer. ill repost in the newsgroup. Not that it really matters as it is finally working again /touch wood.