Frequent loss of connection

ncarring · 12-05-2009, 21:58

Hope I can provide the right information:

Frequently losing web-based connections - web pages time out, MSN disconnects and has to reconnect, etc. Mostly, these repair themselves within a few minutes, but obviously it's very frustrating.

Downloads seem to go in "waves" - speed will be great in short bursts, but there will be lengthy periods of inactivity, then another short burst of data, and so on...

Using a Netgear router (mainly on wireless, but I'm not convinced that's the problem because my wired machine has similar issues). Modem is a Terajet something - had it for a good 5 years now. We're on the 2MB service, which should be enough (especially if it gets upgraded to 10MB sometime), and speed tests sometimes do report roughly 2MB download. Upload is usually somewhere between 100 and 200K. Ping returns 70-100ms.

I can't comment on signal levels etc. because I don't know how to retrieve them, but happy to have a look if someone can provide a link to a howto.

Any suggestions?

Thanks

Nick

jamiec21 · 12-05-2009, 22:11

I've got a similar problem.

Brand new Vista 64-bit installation, everything set up as normal. However, my internet connection seems to cut out after a random amount of time. Vista does not like this at all, and I have to reset the PC to be able to go online again. If I'm using Firefox, I can't close it, even through Task Manager, and restarting takes about 2 minutes to kick in. I can then surf for another period of time through IE8 and surf fine for another few minutes before it to, loses it's connection. Even when not starting Firefox at all and just using IE, it will lose the connecion eventually.

The network icon in the system tray doesn't show a disconnection so I'm thinking it's a Vista problem somewhere. Never had anything like this on XP, but did on the very first occasion (and every time since) I plugged the cable modem in.

Not sure if it's a cable/Virgin problem, but I thought I'd ask some knowledable people about this as it's driving me crazy!

lsproc · 13-05-2009, 07:18

http://homepage.ntlworld.com/robin.d...l.html#sbdiags

That explains getting signal levels for the surfboard.

Though mind you that modem is getting on a bit and it may be dying of old age...

Jamie, what modem have you got?

Peter_ · 13-05-2009, 08:19

Quote:

Originally Posted by ncarring

Hope I can provide the right information:

Frequently losing web-based connections - web pages time out, MSN disconnects and has to reconnect, etc. Mostly, these repair themselves within a few minutes, but obviously it's very frustrating.

Downloads seem to go in "waves" - speed will be great in short bursts, but there will be lengthy periods of inactivity, then another short burst of data, and so on...

Using a Netgear router (mainly on wireless, but I'm not convinced that's the problem because my wired machine has similar issues). Modem is a Terajet something - had it for a good 5 years now. We're on the 2MB service, which should be enough (especially if it gets upgraded to 10MB sometime), and speed tests sometimes do report roughly 2MB download. Upload is usually somewhere between 100 and 200K. Ping returns 70-100ms.

I can't comment on signal levels etc. because I don't know how to retrieve them, but happy to have a look if someone can provide a link to a howto.

Any suggestions?

Thanks

Nick

If you are using one of these modems below you need to call Tech Support to get it swapped out.

Terayon Terajet TJ210
From approx October 2001 Customers started to receive the Terayon TJ210. It is Docsis only (so will not work reliably if at all, on the parts of the network that use Eurodocsis). The TJ210 was Ethernet and USB and remained in use until April 2002.

Does not support 10 or 20Mbps Tiers of Service

There are also reports that the TJ210 does not work well in the newer 256QAM environment under circusmstances like heavy download.
Information taken from Chetnet

----------------------------------------------------------------------------
Tech Support is open 24/7 on the numbers below.

For help with your TV or Phone and for Broadband Technical Support:

Call Product Support/Faults on 151 option 3 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.

lsproc · 13-05-2009, 09:37

LOL! Thanks for pointing out how i completely misread that post Moldova

Now I wonder how I got Surfboard and Terajet muddled up...

ncarring · 13-05-2009, 15:19

Thanks Moldova, after reading some of the other threads last night I did the "registering for the 10MB upgrade" thing, which told me a new modem would be sent. If that doesn't turn up soon I will call tech support.

Strange how you only find your equipment is obsolete 5 years after the fact, when you begin to get really frustrated with the performance ...

Peter_ · 13-05-2009, 15:22

Quote:

Originally Posted by ncarring

Thanks Moldova, after reading some of the other threads last night I did the "registering for the 10MB upgrade" thing, which told me a new modem would be sent. If that doesn't turn up soon I will call tech support.

Strange how you only find your equipment is obsolete 5 years after the fact, when you begin to get really frustrated with the performance ...

Unless it cannot actually provide the service you are on many people prefer their old modems because they feel an affinity to them or they look more substantial.

I personally do not care as long as it works.

ncarring · 15-05-2009, 18:04

Well, new modem is in and registered and so far, things feel good (if you can "feel" quality). Browsing seems snappy without so many unexplained hangs and resets. We shall see....

Thanks for the advice.

jamiec21 · 19-05-2009, 18:55

Quote:

Originally Posted by lsproc

Jamie, what modem have you got?

Hi, sorry for the delay in reply.

Scientific Atlanta 2100

Stats:

Name - WebSTAR EPC2100R2
Modem Serial Number - 207753084
Cable Modem MAC Address - <MAC ADDRESS REMOVED - THOMAS T>
Hardware Version - 2.1
Software Version - v2.0.2r1256-060303
Receive Power Level - 1.2 dBmV
Transmit Power Level - 46.0 dBmV
Cable Modem Status - Operational

Downstream Status - Operational
Channel ID - 2
Downstream Frequency - 331000000 Hz
Modulation - 256QAM
Bit Rate - 10240000 bits/sec
Power Level - 1.5 dBmV
Signal to Noise Ratio - 41.9 dB

Upstream Status - Operational
Channel ID - 3
Upstream Frequency - 23000000 Hz
Modulation - 16QAM
Bit Rate - 512000 bits/sec
Power Level - 46.0 dBmV

This really is driving me potty now, and I just want it sorted out. I did try going online through Windows Safe Mode With Networking, which seemed to work fine for a few hours before the connection got lost again. But it's Vista telling me that the LAN connection is still fine that gets me....

dilli-theclaw · 19-05-2009, 19:00

Just a word of warning, it's not wise to post your mac address

I have removed it from your post for you

Peter_ · 19-05-2009, 19:02

Quote:

Originally Posted by jamiec21

Power Level - 1.5 dBmV
Signal to Noise Ratio - 41.9 dB

Bit Rate - 512000 bits/sec
Power Level - 46.0 dBmV

Your power levels are spot on for a 10Mb EX-Telewest connection so the issue must be elsewhere possibly on the uBR/exchange.

Do you have a router if so have you tried a direct connection if possible.

I would advise calling Tech Support.

----------------------------------------------------------------------------
Tech Support is open 24/7 on the numbers below.

For help with your TV or Phone and for Broadband Technical Support:

Call Product Support/Faults on 151 option 3 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.
---------------------------------------------------------------------------

jamiec21 · 19-05-2009, 19:23

Quote:

Originally Posted by Moldova

Your power levels are spot on for a 10Mb EX-Telewest connection so the issue must be elsewhere possibly on the uBR/exchange.

Do you have a router if so have you tried a direct connection if possible.

I would advise calling Tech Support.

Thanks for the analysis. I didn't think it was a modem/connection problem, as it's worked near-flawlessly on my old XP machine for a couple of years now.

I might give them a call anyway so I can totally rule this line of enquiry out.

Peter_ · 19-05-2009, 20:05

Quote:

Originally Posted by jamiec21

Thanks for the analysis. I didn't think it was a modem/connection problem, as it's worked near-flawlessly on my old XP machine for a couple of years now.

I might give them a call anyway so I can totally rule this line of enquiry out.

If you are not connected to a router then I would advise calling in to check for any issues.

Ashes2049 · 20-05-2009, 18:42

Hi guys, I am also getting a similar problem. Every 3 or 4 mins my connection drops for a split second then reconnects, however if i'm streaming a video it stops loading, or if i'm playing a game, it kicks me off etc etc. This has only started happening recently (about a week ago, seems to be about the same time i registered for the 2mb -> 10mb speed upgrade).
I have tried restarting my router, the modem, and my pc, but the problem doesn't go away.
This problem happens on all 3 of the computers in the house (1 pc ethernet connection, 1 laptop wireless, 1 pc wireless) so i'm starting to think it's a signal problem?

Any help you guys can give would be greatly appreciated.

Thanks
~ Ashes2049

Peter_ · 20-05-2009, 18:44

Quote:

Originally Posted by Ashes2049

Hi guys, I am also getting a similar problem. Every 3 or 4 mins my connection drops for a split second then reconnects, however if i'm streaming a video it stops loading, or if i'm playing a game, it kicks me off etc etc. This has only started happening recently (about a week ago, seems to be about the same time i registered for the 2mb -> 10mb speed upgrade).
I have tried restarting my router, the modem, and my pc, but the problem doesn't go away.
This problem happens on all 3 of the computers in the house (1 pc ethernet connection, 1 laptop wireless, 1 pc wireless) so i'm starting to think it's a signal problem?

Any help you guys can give would be greatly appreciated.

Thanks
~ Ashes2049

Post what modem you have and your power levels from your config pages of your modem. The should be a sticker on the bottom saying what model.

If using an Ambit modem please click here
http://root:root@192.168.100.1/CmOpConfig.asp

If using any other modem click here
http://192.168.100.1/

What I want you to post is the Downstream power levels including the SNR and the Upstream power levels for me thanks.

DO NOT POST YOUR MAC ADDRESS OR SERIAL NUMBER