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Internet - Losing connection for hours at a time help!
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Old 14-05-2008, 18:55   #1
Minimal_Fuss
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Internet - Losing connection for hours at a time help!
The last couple ofweeks we've been losing our connection to the internet entirely for hours....yesterday it went at around 9pm and came back today at 5.50pm! That's getting onto no internet for 24hours. This is happening everyday now for at least a coupel of hours, usually in the evenings.

-We are located in Norwich (City Center), Norfolk.
-We are on 2mb Virgin Cable connection.
-We connect via a router, the settings for which are fine and have been unchanged for 6months before the problems recently began.
-I have tried connecting without the router driectly and the issue still persists.
-I'm quite internet savy and have tried various mac address settings, and both dynamic and static setups etc in vain.

Here are the modem details, I dont know if they help:

Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant
MAC Address : XXXXXXXXXXXXXXXX
Serial Number : xxxxxxxxxxxx
Boot Code Version : 3.1.6d
Software Version : 2.94.1014
Hardware Version : 1.19

Downstream Lock : Locked
Downstream Channel Id : 7
Downstream Frequency : 330750000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 5.5 dBmV
Downstream SNR : 41.3 dB

Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 42800000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 36.5 dBmV
Upstream Mini-Slot Size : 2


Any help would be great, I'll be trying to contact Virgin later, but we dont have a landline so it costs ALOT.

Cheers guys,
Ben.
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Old 14-05-2008, 19:00   #2
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Re: Internet - Losing connection for hours at a time help!
Downstream Frequency : 330750000 Hz
Frequency is not set. Let us know what modem you have and we can let you know how to fix it.
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Old 14-05-2008, 19:13   #3
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Re: Internet - Losing connection for hours at a time help!
It's the lil grey modem direct from virgin.

What am I looking for here, typical name/modle number?

Is it on the actual unit or can I get it from the modem access page?

Can't really see anything on the actual modem other than 'EAU60EZ'
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Old 14-05-2008, 19:40   #4
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Re: Internet - Losing connection for hours at a time help!
On this page, set your Broadband Service as "L" and you should see a list with photos of most of the current VM modems.
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Old 14-05-2008, 19:57   #5
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Re: Internet - Losing connection for hours at a time help!
cheers, it's an Ambit 255.
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Old 14-05-2008, 20:40   #6
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Re: Internet - Losing connection for hours at a time help!
Confused now, so you have to enter the user name root and password root to access your modem config page?
Because for your type of modem and the region you should be in then the D|stream frequency should be more like
Downstream Frequency : 402750000 Hz
Downstream Frequency : 330750000 Hz would mean you are in a ex-telewest area. :-S
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Old 14-05-2008, 20:53   #7
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Re: Internet - Losing connection for hours at a time help!
Frequency 330.75 and 586.75 are both D/S used in the Norwich area, this used to be an EX Cabe wireless network


Norwich is EX cable Wireless.
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Old 14-05-2008, 20:57   #8
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Re: Internet - Losing connection for hours at a time help!
Quote:
Originally Posted by sollp View Post
It should be 331Mhz, this looks like it has had a UBR that has been upgraded and now has 2 down streams. The original freqency and a new freqency of 331mhz. Either the modem is fauly or the DS is wrong,if the latter was the case you would have thought there would be more customers complaining that are connected to that UBR.
No he should be on either 402750000 Hz & 586750000 Hz if Bromley
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Old 14-05-2008, 20:57   #9
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Re: Internet - Losing connection for hours at a time help!
Yes, root root to enter modem config (which has NTL at the top).

Modem is small grey Virgin Media branded Ambit 255.

Area is Norwich, Norfolk, East Anglia region.

Been installed since August/Sept.....there's an old NTL box outside, so I'm pretty sure it's an ex NTL area.

Downstream Frequency : 330750000 Hz is definately correct, checked and refreshed multiple times.
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Old 14-05-2008, 21:50   #10
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Re: Internet - Losing connection for hours at a time help!
Quote:
Originally Posted by whydoIneedatech View Post
No he should be on either 402750000 Hz & 586750000 Hz if Bromley
I was wrong in my original post, it is 330.75 and 586.75 for D/S in Norwich Yarmouth area,(Bromley). Other Langley areas have D/S of 402.75mhz and 331mhz,Ex Telewest 331mhz, this was reason for my original mistake!

These are now using dual Downstreams on some/not all UBR'S.

By the looks of it, there is alot of upgrading going on at present, Dual Docsis for the D/S, QAM 16 for upstreams if they don't already have it. So definately steaming ahead for faster speeds,(yes,let the flood gates open).
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Old 14-05-2008, 23:04   #11
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Re: Internet - Losing connection for hours at a time help!
Quote:
Originally Posted by sollp View Post
I was wrong in my original post, it is 330.75 and 586.75 for D/S in Norwich Yarmouth area,(Bromley). Other Langley areas have D/S of 402.75mhz and 331mhz,Ex Telewest 331mhz, this was reason for my original mistake!

These are now using dual Downstreams on some/not all UBR'S.

By the looks of it, there is alot of upgrading going on at present, Dual Docsis for the D/S, QAM 16 for upstreams if they don't already have it. So definately steaming ahead for faster speeds,(yes,let the flood gates open).
So its one of the new Dual UBRs as I am Telewest they forget to tell us that has been rolled out. Thanks for the heads up, going to Top up your Reputation.

Still waiting for our 2 new frequencies to come online.
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Old 14-05-2008, 23:43   #12
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Re: Internet - Losing connection for hours at a time help!
Right ringing VM tomorrow then......gunna cost me a small fortune no doubt, but I'll try my old tirck of getting the sales plods to ring me back (desperate for a sale nodoubt)....and then getting them to forward me to TechSupport :P
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Old 15-05-2008, 00:05   #13
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Re: Internet - Losing connection for hours at a time help!
Quote:
Originally Posted by Minimal_Fuss View Post
Right ringing VM tomorrow then......gunna cost me a small fortune no doubt, but I'll try my old tirck of getting the sales plods to ring me back (desperate for a sale nodoubt)....and then getting them to forward me to TechSupport :P
Call 08009535353, thats the number i was given for the sales team when signing upto get the TV and phone added to my BB
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