Why does my modem keep needing to be reset

[Heather10]

Had VM upgrade our BB package to 50 meg just over 2 weeks ago. First week it was fine. Second week we had to pull plug out of power and plug back in to reset modem, then this week, everyday since Monday (and including twice yesterday - it worked earlier in the evening then just did not work later on), we have had to do the same as it cannot connect and we cannot get the internet on either the wired connection to the PS3 or the desktop PC which has a dongle in to connect wirelessly. My postcode area is DN33, so not sure if ther is a problem in this area - this is really frustrating. Can anyone help or offer advice please?

[Stuart]

This is not normal. Have you reported a fault?

Are the lights staying on? I have a problem where the net disconnects but the modem is fine I reset the wan in the router and it works again. I have been informed its the modem but I want a Dlink instead of the Netgear

[amorrd]

I have exactly the same issue and have already ruled out all my own equipment. The modem usually becomes unresponsive whilst downloading at full speed - it looses sync then appears to connect again but all Internet access is lost until the modem is rebooted - can't ping the modem either until its rebooted and nothing is recorded in the logs and all the levels appear with limits when the modem is restarted. Two weeks ago I had this issue six time in two hours and my modem is less than three months old.

I'm going to log a fault on the newsgroups when I have some time off work.

[Dele Z.]

This is intresting, i have a similar fault in the SG1 postcode, for the last two weeks now

[azcomposer]

Dele, I have had 4 'outages' at home in the last 2 weeks. I would be remotely logged into my machine at home, and suddenly lose connection. Can't get back on and have to go home at lunchtime (only work 3 miles from home) and restart both modem and router.

I am in SG2.

I am going to ring CS and get them to send a new modem and router. Enough is enough. I need access to my machine at home, and can't keep on going home and restarting all.

[Dele Z.]

Originally Posted by azcomposer

Dele, I have had 4 'outages' at home in the last 2 weeks. I would be remotely logged into my machine at home, and suddenly lose connection. Can't get back on and have to go home at lunchtime (only work 3 miles from home) and restart both modem and router.

I am in SG2.

I am going to ring CS and get them to send a new modem and router. Enough is enough. I need access to my machine at home, and can't keep on going home and restarting all.

Thank you,

I had an engineer out today and my upstream was way to high, in the 60's, the engineer thinks aload of boxes around here have been boosted for no reason?

Could be talking rubbish but who knows

[Heather10]

Yes have reported fault as it has just happened again for no reason whatsoever - man in call centre tested modem and said there was no problem (but we had just unplugged and plugged back in) and if there are any problems on the network they will fix it by the end of the month (??) so should work properly after tomorrow (which I don't beleive, but I will give them the benfitof the doubt). If it is still they same problem I am gonna ring at a difernt time of day - I want a call centre in the UK who understand what I say (and vica versa). I am so disappointed that it is only VM offering 50mb as if anyone else did I would be moving in an instant.

[Dan09]

I also have a similar problem with my 50mb connection within the DN33 area, and I have done for a few months now, ever since I upgraded to 50mb.

Restarting the modem will resolve it, but also if I log into the router (WNR2000) and go to Router Status > Connection Status, when the net is down, the DNS server info is lost, hitting the Renew button will get it up and running again, similar to rebooting the modem.

The problem with this is that, either way of fixing it only resolves the issue for a limited time, anywhere between 5 minutes and 5 days. (Tonight I have had to renew the connection 7 times already within the last 2 hours - twice while writing this).

I have spoken to VM a few times in the past, and they say there isn't a fault, and overall aren't very helpful with the issue.

Anyway, here are the signal levels if anyone can tell if there is an issue with them.

Cable Modem Upstream
	US-1	US-2	US-3	US-4
Channel Type 	1.0	N/A	N/A	N/A
Channel ID 	3	N/A	N/A	N/A
Frequency
(Hz) 	47400000	N/A	N/A	N/A
Ranging Status 	Success	N/A	N/A	N/A
Modulation 	16QAM	N/A	N/A	N/A
Symbol Rate
(KSym/sec) 	2560	N/A	N/A	N/A
Mini-Slot Size 	2	N/A	N/A	N/A
Power Level
(dBmV) 	58.00	N/A	N/A	N/A
T1 Timeouts	0
T2 Timeouts	0	0	0	0
T3 Timeouts	3	0	0	0
T4 Timeouts	2	0	0	0

Cable Modem Downstream
	DS-1	DS-2	DS-3	DS-4
Frequency 	299000000	307000000	315000000	323000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) 	Y/Y/Y	Y/Y/Y	Y/Y/Y	Y/Y/Y
Channel Id 	129	130	131	132
Modulation 	256QAM	256QAM	256QAM	256QAM
Symbol Rate
(Msym/sec) 	6.952	6.952	6.952	6.952
Interleave Depth 	I=12
J=17	I=12
J=17	I=12
J=17	I=12
J=17
Power Level
(dBmV) 	-1.55	-2.31	-2.37	-2.16
RxMER
(dB) 	37.94	37.94	37.94	37.94
Correctable
Codewords 	0	0	0	0
Uncorrectable
Codewords 	298	303	298	272

Thanks
Dan

[Ignitionnet]

Upstream power too higher Dan call Virgin to book an engineer.

[Heather10]

Are these levels ok? (I also live in the DN33 area (DN33 3**)

Cable Modem Upstream

US-1 US-2 US-3 US-4
Channel Type 1.0 N/A N/A N/A
Channel ID 1 N/A N/A N/A
Frequency
(Hz) 47400000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 2560 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 45.00 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 0 0 0 0
T4 Timeouts 0 0 0 0

Cable Modem Downstream

DS-1 DS-2 DS-3 DS-4
Frequency 299000000 307000000 315000000 323000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 133 134 135 136
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 6.952
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level
(dBmV) 0.97 1.08 1.47 1.58
RxMER
(dB) 37.36 37.64 37.94 38.26
Correctable
Codewords 15 9 12 4
Uncorrectable
Codewords 273 911 270 255

[Peter_]

Originally Posted by Heather10

Cable Modem Upstream

Power Level
(dBmV) 45.00

Cable Modem Downstream

Power Level
(dBmV) 0.97 1.08 1.47 1.58
RxMER
(dB) 37.36 37.64 37.94 38.26

Spot no issues at all.