Disconnection - Please help me out!

BongoBoy · 06-06-2006, 21:24

Hi folks

Ok where to start.....

I had 10mb Telewest installed about 7-8 months ago - all was fine for about 5-6 of those months, then out of the blue i started getting random disconnects. At first it was only every few days, then it started getting more frequent until it got to the point that i was on at least 10 disconnects a day. I am on a network in my flat with 3 others. I have tried replacing the router and checked all PCs to see if theres any spyware etc causing the disconnections. It got a little less frequent 2 weeks ago but over the last 3 days its has been throwing me off whenever it can. Resetting the modem fixes the problem but telewest have assured me its not the modem.

This is my info

Downstream
Frequency 331000000 Hz Locked
Signal to Noise Ratio 36 dB
Power Level 3 dB

Upstream
Channel ID 4
Frequency 29200000 Hz Ranged
Power Level 46 dBmV

A few examples of some of my log messages
2006-06-06 20:01:29 4-Error 0x041D050C SW upgrade Failed after download - Incompatible SW file

2006-06-06 20:01:27 6-Notice 0x041D0318 SW Download INIT - Via Config file cm-10240-384

2006-06-06 20:01:27 6-Notice 0x045A80E4 TLV-11 - unrecognized OID

1970-01-01??? 00:00:14 3-Critical 0x040D9A2C DHCP WARNING - Non-critical field invalid in response.

1970-01-01 00:02:08 3-Critical 0x0501BDC8 SYNC Timing Synchronization failure - Failed to acquire FEC framing

1970-01-01 00:01:58 3-Critical 0x0501BD64 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

Sorry for the long post

If anyone has any information that could help me it would be greatly appreciated

Cheers

BB

brundles · 06-06-2006, 23:01

A few questions - and sorry if any of them are stating the obvious!

1. Have you tried using a single PC connected directly to the modem for 24 hours? How reliable is it?
2. Is the router wireless or wired? Have you tried rebooting the router rather than the modem as the fix?
3. Do all PCs get disconnected at the same time? How do they behave? Lose their DHCP address? Start timing out?

BongoBoy · 06-06-2006, 23:20

1.Tried connecting it directly to one PC for a few hours and didnt go down - but does sometimes stay up for a few hours so cant really be sure if that made a difference

2.Router is wired - i will try only rebooting the router next time it goes

3.All the PCs on the network are affected. MSN etc kicks you and web pages dont load until the connection comes back by itself or the modem is rebooted - it usually takes 10-15 mins to come back by itself

Also i had a problem with the DHCP server the other day for the first time - all the PCs said "limited or no connectivity" and we all had the weird ip address "169...." After about 20 mins of rebooting router/modem the DHCP thing fixed itself

Druchii · 06-06-2006, 23:21

Quote:

Originally Posted by BongoBoy

1.Tried connecting it directly to one PC for a few hours and didnt go down - but does sometimes stay up for a few hours so cant really be sure if that made a difference 2.Router is wired - i will try only rebooting the router next time it goes 3.All the PCs on the network are affected. MSN etc kicks you and web pages dont load until the connection comes back by itself or the modem is rebooted - it usually takes 10-15 mins to come back by itself Also i had a problem with the DHCP server the other day for the first time - all the PCs said "limited or no connectivity" and we all had the weird ip address "169...." After about 20 mins of rebooting router/modem the DHCP thing fixed itself

Had the same thing a few times with my old router, i'd try living with a direct to modem connection for 24hours, as a pose to a few hours.

brundles · 06-06-2006, 23:42

Quote:

Originally Posted by BongoBoy

3.All the PCs on the network are affected. MSN etc kicks you and web pages dont load until the connection comes back by itself or the modem is rebooted - it usually takes 10-15 mins to come back by itself

Also i had a problem with the DHCP server the other day for the first time - all the PCs said "limited or no connectivity" and we all had the weird ip address "169...." After about 20 mins of rebooting router/modem the DHCP thing fixed itself

Assuming these two are linked it's probably router related. To recover quicker you'd need to reboot the PCs once you'd rebooted the router. If it doesn't recover after you reboot the router next time, try shutting down all of the PCs then reboot the router then power up the PCs. Sounds convoluted but if that resolves it then it'll rule out the cable modem and move the ball out of Telewests court.

BongoBoy · 06-06-2006, 23:50

New developments over the last 30 mins

Internet went down - i tried rebooting the router and got nothing so rebooting the router doesnt work, only the modem. So i rebooted the modem and it came back - then mine went down with the "limited connectivity" message but my flatmates stayed on ok - i rebooted the router and now im back

the message in the log was:

2006-06-06 22:40:26 4-Error 0x041D050C SW upgrade Failed after download - Incompatible SW file
2006-06-06 22:40:25 6-Notice 0x041D0318 SW Download INIT - Via Config file cm-10240-384
2006-06-06 22:40:24 6-Notice 0x045A80E4 TLV-11 - unrecognized OID
1970-01-01 00:00:12 3-Critical 0x040D9A2C DHCP WARNING - Non-critical field invalid in response.

brundles · 07-06-2006, 12:12

It looks like you'll need to leave a single PC connected directly to the modem for a day or so. It'll be a pain, but that's exactly what TW will ask if you call them.

If you can confirm that the problem happens when the modem is connected directly to the PC (even better, let it happen on one PC then see if if happens on another - but that will take longer

) then I would have thought that should be enough to get them to send a tech out (eventually!)

BongoBoy · 08-06-2006, 10:22

Cool thanks for the help. I will try connecting directly to my pc and see what happens

BongoBoy · 10-06-2006, 15:03

I have had the modem connected directly to my computer via ethernet since this morning and so far have had 3 disconnects which means it cant be a router issue.

The log is still displaying the same errors and critical messages as before. I take it this must be an issue with telewest? Maybe a modem issue?

Any help would be greatly appreciated

Cheers

Druchii · 10-06-2006, 16:05

Quote:

Originally Posted by BongoBoy

I have had the modem connected directly to my computer via ethernet since this morning and so far have had 3 disconnects which means it cant be a router issue. The log is still displaying the same errors and critical messages as before. I take it this must be an issue with telewest? Maybe a modem issue? Any help would be greatly appreciated Cheers

Pssobiley a modem issue then, take it up with TW now you're sure it's not the router at all.

Diadem · 14-06-2006, 17:11

btw connect it direct to a computer when you call and dont mention the other computers or the router or the tech with drop you like a ton of bricks.

BongoBoy · 14-06-2006, 19:31

Lol ok thanks for the info

BongoBoy · 09-07-2006, 07:32

Just to let you guys know that i eventually got a tech sent out after 2 months of this problem and it is now fixed.

The tech checked the cable out in the street and said that the coaxial had burned out and should have been replaced when i first had telewest installed. The internet has been running solid since he changed the cable

Thanks for the help