No upload sync - new modem required?

[Steve25]

Have an ambit 256? Cable modem which stopped working yesterday, sync light is steady but rdy is flashing - no upload sync?
Contacted support after trying online test who thought that the Ambit was no longer compatible and are sending me out a superhub, why would the Ambit become uncompatible or is it most likely faulty?

[raging bull]

The 256 is old hat running at 20Mb max.
Minimum service is now 50Mb using a superhub.
Suggest you take up the offer of superhub then after registering see how you go.

[Steve25]

Thanks, should I still use the 10db attenuator on my existing modem with the superhub when it arrives?

[horseman]

Originally Posted by Steve25

Thanks, should I still use the 10db attenuator on my existing modem with the superhub when it arrives?

Depends what the original Ambit256 d/s (& u/s) levels were?
Are you very close to your street cab? Do you have a Tivo?

Networks may well have re-aligned your node amp chain consequent on re-segmentation. If you try with FPA inline first then worst case will be d/s issue/connectivity but you should still be able to access via 192.168.100.1 and post stats + network log.
If d/s power is no higher than -4mV (and/or traffic light stays on green) then remove it and re-boot/retest. Otherwise you're likely on non optimal tap and need a tech visit anyway.

[Steve25]

Ambit modem lost upstream sync Thursday, superhub arrived by courier Saturday, surprise surprise couldn't activate it despite an hour on the phone, no upstream sync- rdy light flashing so engineer visit booked for Mon. Monday engineer checks superhub and downstream levels, fits 6db attenuator, confirms that there is a network fault and hands fault to colleague, he rings my wife mid afternoon, fault found reboot superhub and should all work, surprise, surprise, still no upstream sync, another hour on the phone to VM going through same scripts as Thursday, another engineer now booked for Weds, getting very sceptical and frustrated with VMs fault management processes - is there anyway of getting someone in VM with a tech background to own the issue through to resolution??
Rant over - mobile bill raising :-(
Stephen

[horseman]

Originally Posted by Steve25

.... - is there anyway of getting someone in VM with a tech background to own the issue through to resolution??
.....
Stephen

Post your SHub stats(+Network Log as per my previous) on the VM Community Forum (presumably you're now on the 50Mbps entry service tier) so create your own thread on the > "UpTo 60Mbps - set up equipment installation" < forum.

Level2(Forum Team) aim to respond within 2-4 days[*] and you can update thread with outcome of your Wed tech visit. They'll check for any outstanding network issues/planned maintenance, confirm the SHub is correctly registered and if necessary they can book a PrincipalTech if normal techs have still failed to resolve.
[*] NB: as you obviously won't be able to post from your VM line then it will probably take an additional couple of extra days for them to PM you to clear DPA requirements and identify your account(DON'T POST THOSE!), Which is why it's often quicker (sometimes) to ring call centre if you're in a hurry!

[Steve25]

Fault resolved, we txt'ed engineer who came yesterday and he came round and then left to resolve network issue then came back and checked it was actually working ok before he left - result!

Now need to cancel appointment for tomorrow :-)

Superhub working at 20Meg in modem mode
Downstream DS 1-8 between 11-12.2 dBmV
Upstream US 1 & 2 33.0 dBmV 32.3 dBmV

Hoping for a speed increase to 50Meg before Christmas
Thanks for your help - was getting very frustrated with VM fault management after spending many unhappy hours on the phone to call centre.

[horseman]

Originally Posted by Steve25

......
Now need to cancel appointment for tomorrow :-)

Superhub working at 20Meg in modem mode
Downstream DS 1-8 between 11-12.2 dBmV
Upstream US 1 & 2 33.0 dBmV 32.3 dBmV .....

I suggest keeping the appointment because both levels are way out-of-band and it'll break way before Xmas!

[General Maximus]

if you read this before tomorrow morning you want to look for the following. The downstream channels need to be as close to 0 as possible and definitely below 8, 11-12 sucks ass big time. Similarly, upstream wants to be above 38, ideally 42-45. The tech can do this by moving your tap point in the street cabinet so make sure he does this and then test it afterwards.

[martkt10]

Originally Posted by raging bull

The 256 is old hat running at 20Mb max.
Minimum service is now 50Mb using a superhub.
Suggest you take up the offer of superhub then after registering see how you go.

Er

Superhub offer,

where can i find that, as i still have an old modem

thanks

[General Maximus]

You shouldn't have to do anything. I do believe that it is best practise for techs to replace cpe with shubs on each call now so when you have your next visit they should give you a shub2 by-the-by. Raging was pointing out that very soon 20mbit isn't going to exist anyway and you are going to be given a free upgrade to 50mbits which will require the use of a shub. One of the many reasons for this is that your current modem physically cannot handle the speed and you need a faster modem to put it simply. If you ring up and explain your problems you will probably find they will wang you up to 50mbits for free, if not, definitely 30mbits for free with a shub with a view to 50mbits in the not too distant future.


Did the tech come round today?

[qasdfdsaq]

Originally Posted by martkt10

Er Superhub offer, where can i find that, as i still have an old modem thanks

Originally Posted by Steve25

Contacted support after trying online test who thought that the Ambit was no longer compatible and are sending me out a superhub

[Kushan]

Wonder how long before Virgin starts forcibly upgrading older < DOCSIS3 equipment. Last I checked, they still had people getting broadband via their STB with a maximum speed of about a whopping 2mbit.

[raging bull]

So much Kushan?
I was advised to go for the modem option once on 1mbit service.

[heero_yuy]

We were getting 2megs through the Pace 4000 STB until it got "upgraded" software, crawled into a corner and died.

Then we had an Ambit 256 that committed suicide.

Now we have a SH1....