Internet Keeps Dropping Out Every Hour

Magma82 · 16-08-2010, 21:51

Hi,

For the last 3 days I have had hourly disconnects from Virgin Cable. I've been with Virgin for 4 years and bar the odd major outage have never had such instability.

Can anyone advise on the stats below SNR etc etc.

Thanks,

Magma82

Downstream Lock : Locked
Downstream Channel Id : 182
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -15.4 dBmV
Downstream SNR : 33.9 dB

Upstream Lock : Locked
Upstream Channel ID : 2
Upstream Frequency : 22200000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 45.5 dBmV
Upstream Mini-Slot Size : 2

Mon Aug 16 21:29:12 2010 Mon Aug 16 21:29:12 2010 Information (7) The s/w filename specified in the config file is the same as ...
Mon Aug 16 21:29:12 2010 Mon Aug 16 21:29:12 2010 Information (7) A software upgrade filename was specified in the config file.
Mon Aug 16 21:29:12 2010 Mon Aug 16 21:29:12 2010 Information (7) Authorized
Mon Aug 16 21:29:11 2010 Mon Aug 16 21:29:11 2010 Information (7) Registration complete!
Mon Aug 16 21:29:11 2010 Mon Aug 16 21:29:11 2010 Information (7) We registered with a DOCSIS 1.1 config file!
Mon Aug 16 21:29:11 2010 Mon Aug 16 21:29:11 2010 Information (7) Received a REG-RSP message from the CMTS...
Mon Aug 16 21:29:11 2010 Mon Aug 16 21:29:11 2010 Information (7) Sending a REG-REQ to the CMTS...
Mon Aug 16 21:29:11 2010 Mon Aug 16 21:29:11 2010 Information (7) CableModem SNMP configure complete
Mon Aug 16 21:29:11 2010 Mon Aug 16 21:29:11 2010 Information (7) IP init completed ok
Mon Aug 16 21:29:11 2010 Mon Aug 16 21:29:11 2010 Information (7) CableModem TFTP init ok
Mon Aug 16 21:29:11 2010 Mon Aug 16 21:29:11 2010 Information (7) CableModem DHCP client init ok
Mon Aug 16 21:29:11 2010 Mon Aug 16 21:29:11 2010 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Mon Aug 16 21:29:03 2010 Mon Aug 16 21:29:03 2010 Information (7) MAP w/initial maintenance region received
Mon Aug 16 21:28:52 2010 Mon Aug 16 21:28:52 2010 Critical (3) No Ranging Response received - T3 time-out
Mon Aug 16 21:28:51 2010 Mon Aug 16 21:28:51 2010 Information (7) MAP w/initial maintenance region received
Mon Aug 16 21:28:49 2010 Mon Aug 16 21:28:49 2010 Critical (3) No Ranging Response received - T3 time-out
Mon Aug 16 21:28:49 2010 Mon Aug 16 21:28:49 2010 Information (7) MAP w/initial maintenance region received
Mon Aug 16 21:28:46 2010 Mon Aug 16 21:28:46 2010 Critical (3) No Ranging Response received - T3 time-out
Mon Aug 16 21:28:46 2010 Mon Aug 16 21:28:46 2010 Information (7) MAP w/initial maintenance region received
Mon Aug 16 21:28:41 2010 Mon Aug 16 21:28:41 2010 Critical (3) No Ranging Response received - T3 time-out
Mon Aug 16 21:28:41 2010 Mon Aug 16 21:28:41 2010 Information (7) MAP w/initial maintenance region received
Mon Aug 16 21:28:40 2010 Mon Aug 16 21:28:40 2010 Critical (3) No Ranging Response received - T3 time-out
Mon Aug 16 21:28:40 2010 Mon Aug 16 21:28:40 2010 Information (7) MAP w/initial maintenance region received
Mon Aug 16 21:28:40 2010 Mon Aug 16 21:28:40 2010 Information (7) Downstream sync ok
Mon Aug 16 21:28:40 2010 Mon Aug 16 21:28:40 2010 Information (7) Beginning initial ranging...
Mon Aug 16 21:28:40 2010 Mon Aug 16 21:28:40 2010 Information (7) downstream time sync acquired...
Mon Aug 16 21:28:40 2010 Mon Aug 16 21:28:40 2010 Information (7) Downstream sync ok
Mon Aug 16 21:28:39 2010 Mon Aug 16 21:28:39 2010 Information (7) starting ds time sync acquisition...
Mon Aug 16 21:28:36 2010 Mon Aug 16 21:28:36 2010 Information (7) Locked on the downstream. Waiting for UCDs...
Mon Aug 16 21:28:36 2010 Mon Aug 16 21:28:36 2010 Information (7) Downstream lock ok
Mon Aug 16 21:28:36 2010 Mon Aug 16 21:28:36 2010 Information (7) Sync Start
Mon Aug 16 21:28:35 2010 Mon Aug 16 21:28:35 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...

Slyone · 17-08-2010, 06:06

Can't help, but thought I would also voice my frustration at Virgin Broadband. The last couple of weeks have been terrible.

jb66 · 17-08-2010, 06:27

Downstream power level is too low, do you have an attenuator on the back of it? Your upstream is really good which would suggest a forward path attenuator may be on your line.

Peter_ · 17-08-2010, 07:02

If the is no attenuator then you will need to call in to get an engineer booked.

Magma82 · 17-08-2010, 10:25

Hi All,

I have no attenuators on the modem or from the brown box outside. When it was first installed 4 years ago, the engineer did put a 6db attenuator on the back of the modem. I removed it as it was affecting the signal.

It is just cable F connector joiner in the brown box outside upto my bedroom location.

looks like an engineer visit then.....

pip08456 · 17-08-2010, 13:45

Your upstream power level may look OK but the modulation is QPSK rather than QAM, as you are having problems this is indicative of a line problem and needs investigating further.

You need to ring it in.

Mick Fisher · 17-08-2010, 16:15

Quote:

Originally Posted by pip08456

Your upstream power level may look OK but the modulation is QPSK rather than QAM, as you are having problems this is indicative of a line problem and needs investigating further.

You need to ring it in.

I think I may be suffering from the same thing.

@ The OP , you wouldn't be in NN8 or NN10?

I've phoned in twice to India about almost continual drop outs over the last 4 days and while my 1st call resulted in the promise of an engineers visit at the last minute I got a phone call telling me it was cancelled along with a promise of Â£2 off the next bill.

Todays lengthy conversation with Kumal ended with the promise of the mythical callback after he tries to find out whether the issue in NN8 is affecting NN10.

After an hour or so on the phone I had almost lost the will to live so didn't argue.

Thank goodness for my backup Be conn. VM are fine when it works but when it breaks they are useless. I'll see if if it gets fixed tomorrow otherwise I'll be calling the "Thinking of leaving" option. Off shored TS, while friendly and polite are completely useless at reporting a fault or getting an engineer out.

Peter_ · 17-08-2010, 16:18

Quote:

Originally Posted by Mick Fisher

I think I may be suffering from the same thing.

@ The OP , you wouldn't be in NN8 or NN10?

I've phoned in twice to India about almost continual drop outs over the last 4 days and while my 1st call resulted in the promise of an engineers visit at the last minute I got a phone call telling me it was cancelled along with a promise of Â£2 off the next bill.

Todays lengthy conversation with Kumal ended with the promise of the mythical callback after he tries to find out whether the issue in NN8 is affecting NN10.

After an hour or so on the phone I had almost lost the will to live so didn't argue.

Thank goodness for my backup Be conn. VM are fine when it works but when it breaks they are useless. I'll see if if it gets fixed tomorrow otherwise I'll be calling the "Thinking of leaving" option. Off shored TS, while friendly and polite are completely useless at reporting a fault or getting an engineer out.

Have you tried the link in my signature as it should work on a BE connection I think.

pip08456 · 17-08-2010, 17:21

Quote:

Originally Posted by Mick Fisher

I think I may be suffering from the same thing.

I'll see if if it gets fixed tomorrow otherwise I'll be calling the "Thinking of leaving" option.

As Masque has said in other posts if you ring the "Thinking of leaving us" option does not mean an instant solution however you will (or should) be put through to onshore support in Liverpool with both first and second line support available.

Proper diagnostics will be conducted on the line and if an engineer visit is called for then it will be booked.

Magma82 · 17-08-2010, 17:30

Hi All,

I have just redone all my F connectors to the modem and now have the below SNR stats.

Are these any better????

Downstream Lock : Locked
Downstream Channel Id : 182
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -7.8 dBmV
Downstream SNR : 36.9 dB

Upstream Lock : Locked
Upstream Channel ID : 2
Upstream Frequency : 22200000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 42.0 dBmV
Upstream Mini-Slot Size : 2

pip08456 · 17-08-2010, 17:34

Your still on QPSK not QAM!!!!

Magma82 · 17-08-2010, 18:18

Hi PIP,

sorted it, I power cycled the modem and now get QAM.

See Stats below

is that all ok now????

Downstream Lock : Locked
Downstream Channel Id : 182
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -7.8 dBmV
Downstream SNR : 36.9 dB

Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 29200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 42.0 dBmV
Upstream Mini-Slot Size : 2

Mick Fisher · 17-08-2010, 20:05

Quote:

Originally Posted by Masque

Have you tried the link in my signature as it should work on a BE connection I think.

Thanks Masque, I already found my way there and it says there are no issues in my area.

---------- Post added at 21:05 ---------- Previous post was at 20:56 ----------

Quote:

Originally Posted by pip08456

As Masque has said in other posts if you ring the "Thinking of leaving us" option does not mean an instant solution however you will (or should) be put through to onshore support in Liverpool with both first and second line support available.

Proper diagnostics will be conducted on the line and if an engineer visit is called for then it will be booked.

Thats all I want, why is it so hard to get satisfaction from VM. My Be connection went down, I phoned support and a faulty modem was diagnosed. Be got a replacement to me the next day by courier. I installed and was back on line straight away.