Internet Shuts Off.

[Mr.A.2009]

Hi.

New VM user here. ( Service installed on Thursday 29th of October )

I was wondering if someone could help me with a major problem with my Internet service.

The Internet shuts off randomly and doesn't re-sync for maybe 8+ hours, sometimes the next day.

First day everything was working fine. No problems at all. The 2nd day, things went downhill. The net cut off @ 2pm and didn't return till 11pm. The next day, the net cut off at 1pm yesterday and returning 14:20 today.

I've phoned Virgin and they tell me there's no fault on my line. So they've booked an Engineer for Wednesday 4th.

Has anyone experienced any such problems?

Any help would be appreciated. Thank you.

More Info:

Location: SE5, Camberwell

Modem Type: Virgin Media 256 modem

Status:

Downstream Lock : Locked
Downstream Channel Id : 0
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -3.1 dBmV
Downstream SNR : 38.1 dB

Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 25800000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 54.0 dBmV
Upstream Mini-Slot Size : 2

[Sephiroth]

Did you search the forum? There's lots of that stuff here for you to consider.

[Mr.A.2009]

Originally Posted by Sephiroth

Did you search the forum? There's lots of that stuff here for you to consider.

Looks like I'll have to wait for the engineer.

Most cases seem to be resolved with an engineer visiting and sorting the problem out.

[Peter_]

When you lose the connection does the ready light go off at all.

[Mr.A.2009]

Yes it does go off. Completely.

[Peter_]

Originally Posted by Mr.A.2009

Yes it does go off. Completely.

Did you speak to a UK agent or an Offshore agent and did they give any clue as to what the fault maybe or did they just book an engineer.

Did they actually do any diagnostics.

[Mr.A.2009]

Originally Posted by Moldova

Did you speak to a UK agent or an Offshore agent and did they give any clue as to what the fault maybe or did they just book an engineer.

Did they actually do any diagnostics.

Think i spoke to someone who sounded Dutch. Not sure.

The advisor over the phone told me to put my modem on (It wasn't syncing) He told me to remove the cabling from the outside to reset the connection. And then told me to turn me modem off and put it on again.

After putting me on hold, he said he couldn't see any faults and that he would arrange for an engineer to come and visit.

[Peter_]

Originally Posted by Mr.A.2009

Think i spoke to someone who sounded Dutch. Not sure.

The advisor over the phone told me to put my modem on (It wasn't syncing) He told me to remove the cabling from the outside to reset the connection. And then told me to turn me modem off and put it on again.

After putting me on hold, he said he couldn't see any faults and that he would arrange for an engineer to come and visit.

I would give support a ring tomorrow after 0800 just in case it can be rectified over the phone as it does not sound like much in the way of diagnostics has been done.

[Mr.A.2009]

Originally Posted by Moldova

I would give support a ring tomorrow after 0800 just in case it can be rectified over the phone as it does not sound like much in the way of diagnostics has been done.

Cool.

I'll give them a ring.

Thanks for your help.