urgent advice before tomorrow please

mam · 07-12-2010, 12:14

Hello.
I posted a thread a few day ago about my connection.But it has now got worse and becoming a bit of a joke.

My internet went down Sunday

Phoned Virgin Sunday,connection was OK according to them,but other I know lost their connection.

Engineer came out Monday,replaced old modem for new,still the same problem.Moden was syncing all the time,his words.

He phoned his network engineer,who informed him that there was a problem in my area,and it would be solved Tuesday morning.

Tuesday morning arrived,still the same problem,phoned the so-called help line,was told there is no issues in my area.

Engineer coming out Wednesday afternoon.

The problem is that sometimes I can connect,others times it say no internet connection,or no connectivity .

When I can connect,each web pages loads like dial up,if too long it says unable to coonect to server,time out.Or the connection just locks up .

You might be lucky and regain a connection after,but most unlucky.

I have had this issue since Sunday,and the help Virgin have offered as not been of help.

Before the engineer arrives,can you help please with advice ?

Thank you

ps,I have connected my netbbok and laptop to the modem,both experience the same problems

jb66 · 07-12-2010, 12:35

If the power levels are in spec the engineer can't really do anything, it's either a network fault or your equipment

Peter_ · 07-12-2010, 12:36

Please post the Upstream and Downstream stats from your modem just click http://192.168.100.1/CmOpConfig.asp or if that does not work click http://192.168.100.1/

mam · 07-12-2010, 13:47

Hi,
Sorry for delay,its taken nearly 40 minutes to obtain the info
Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 39
Downstream Frequency : 299000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 11.7 dBmV
Downstream SNR : 43.7 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 29200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 46.0 dBmV
Upstream Mini-Slot Size : 2

pip08456 · 07-12-2010, 13:51

Some would consider the downstream power level to high but it is still within spec.

The tech may find another problem.

mam · 07-12-2010, 14:14

Hi,

Thanks,
According to the service status page,usig my account number and area ref,there is NOW a reported problem with email.The new repair time in now 7 o'clock.
Could this be affecting my connection?
Thanks

pip08456 · 07-12-2010, 15:24

An email problem would not affect your connection.

mam · 07-12-2010, 15:56

Thanks.

The sync light and the ready light are constantly flashing.
The sync light will go out ,and so does the ready light.
Then both come on again.Typical pattern since Sunday.
Any use.

Sorry for keeping this thread going.

I appreciate your help.
Thanks

Peter_ · 07-12-2010, 16:03

Quote:

Originally Posted by mam

Downstream Receive Power Level : 11.7 dBmV

Actually the Downstream at over 11 dBmV is now classed as out of spec and would therefore have an engineer booked.

pip08456 · 07-12-2010, 16:09

Quote:

Originally Posted by Masque

Actually the Downstream at over 11 dBmV is now classed as out of spec and would therefore have an engineer booked.

My bad, forgot lower tiers are being migrated for the upload upgrade.

Peter_ · 07-12-2010, 16:12

Quote:

Originally Posted by pip08456

My bad, forgot lower tiers are being migrated for the upload upgrade.

The new levels have been on the knowledge base for a while and over 11 is in red.

pip08456 · 07-12-2010, 16:39

Quote:

Originally Posted by Masque

The new levels have been on the knowledge base for a while and over 11 is in red.

I/we don't have access to the knowledge base though do we?

I still work to the sticky on signal levels here. Perhaps it's time for it to be updated?

mam · 07-12-2010, 16:51

Hi all.

Thank you again for all your help.
I have made a note of the level being out of spec,will let the engineer know when he arrives.

I have just checked the modem again,the ready light is off,and staying off
Thank you

---------- Post added at 17:51 ---------- Previous post was at 17:43 ----------

just found my OLD modem settings from an old thread.

Downstream Lock : Locked
Downstream Channel Id : 2
Downstream Frequency : 403000000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 5056.941 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 7.7 dBmV
Downstream SNR : 36.1 dB

Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 33584000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 33.3 dBmV
Upstream Mini-Slot Size : 4

croma · 07-12-2010, 17:19

Hi have I got a problem with my power level or is within the spec? Thank you
Power Level
(dBmV) 5.05

Peter_ · 07-12-2010, 18:17

Quote:

Originally Posted by pip08456

I/we don't have access to the knowledge base though do we?

I still work to the sticky on signal levels here. Perhaps it's time for it to be updated?

I will see about getting the correct information for the team when I am back in work next week after being off sick for a while.

---------- Post added at 19:17 ---------- Previous post was at 19:16 ----------

Quote:

Originally Posted by croma

Hi have I got a problem with my power level or is within the spec? Thank you
Power Level
(dBmV) 5.05

Within the normal range, are you having any issues.