10Mbit Broadband physically set for 2mb??

[rodeoraymond]

Hi

Upgraded to VIP package (originally to be installed 23rd March but put back to last Tuesday). Was on 2Mb service via cable modem. Virgin were to upgrade speed when V+ box was installed, as this was last Tuesday and no speed difference was noticed I contacted technical support. They said the account was showing a price for 10Mb but the service level was still 2Mb. The lady in the indian call centre seemingly made the adjustments on the system and said that just be the speed increased. Checked during rest of evening - still 2Mb service (at best). Tried switching modem on and off, checking cables - no change.

My wife phoned Virgin, all the tests done on the PC i.e. dactivating software, starting in Safe mode - no difference. Engineer came round Saturday - swapped some cables over, replaced modem - had to wait few hours before trying - guess what - no change. Have phoned again (went through PC tests AGAIN) - engineer to come out this Wednesday.

It seems to me that the most likely thing is that the physical procedure to follow to upgrade a customer's speed has just not worked. There is absolutely no change in the speed (220Kb/sec at best trying to do a test download of Service Pack 2 from Microsoft). Does anyone know what actually needs to be done at Virgin's end to upgrade the Broadband speed? Could there be a problem with the cabling either coming into the house or indeed the nearest green box outside??

[Paul K]

Sounds like something isn't set against your account properly if they are hitting your modem with the config info. Do you know what config file you have on the modem?

[rodeoraymond]

Thanks

Can you tell me how to work out the config file?

Also, it has just occured to me, when we said about upgrading to VIP account, they sent us the stand alone cable modem and I notice that is billed to a different account other than the main account - are the accounts linked or should I phone them up and state the account number for the broadband now?

[Paul K]

State the BB account number, they should be linked but you never know some days,
browse to http://192.168.100.1
user root
password root
and you should find a lot of information on the pages that come up including your operation configuration.
DO NOT change anything in these pages.

[rodeoraymond]

Thanks

At work at the moment, but will try when I get home (fingers crossed!)

[gmudos]

I've just checked the modem config using the above URL but the only information displayed is :

Cable Modem : DOCSIS 1.0/1.1/2.0 Compliant
MAC Address : Edit - Derek S : MAC Removed
Serial Number : Edit - Derek S : Serial Removed
Boot Code Version : 2.1.6d
Software Version : 2.94.1010
Hardware Version : 1.19

Is this all I should see?

[Paul K]

What modem is it and do you have any hyperlinks on the page to go to other information?

[gmudos]

I have the NTL 250 modem. No other links available Paul, this is all I have.

---------- Post added at 13:52 ---------- Previous post was at 13:47 ----------

User error!

I thought I had already logged into the page as the username and password were displayed at the top right.

Now showing okay.

Cheers

[rodeoraymond]

Hi Paul

Just clicked on link, get following information:

Cable Modem Information
Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant
MAC Address : AS ON BOTTOM OF MODEM
Serial Number : AS ABOVE
Boot Code Version : 2.1.6d
Software Version : 2.94.1010
Hardware Version : 1.19

The modem I now have is a 255 model (without the USB connection). What I used to have until they replaced on Saturday was the 250 model.

Are these settings correct?

Thanks

[Hom3r]

try this link

Operation Config.

---------- Post added at 19:10 ---------- Previous post was at 19:09 ----------

screen should look like this
Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 10240000
Maximum Upstream Data Rate : 512000
Maximum Upstream Channel Burst : 1600M
aximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

[rodeoraymond]

Hi

Thanks for the link

Everything the same except Maximum Upstream Channel Burst is 1600 (I notice on your screen it had the letter M after it) Could this make a difference?

Thanks

---------- Post added at 19:28 ---------- Previous post was at 19:27 ----------

Sorry!!

Just looked at your printout again the "M" is the first character of Maximum on the second line!!!

So all seems to be ok with this screen.

Any suggestions as to why I can only get around 2 mbit at most, is there any settings on PC that could be wrong?

Thanks

---------- Post added at 19:47 ---------- Previous post was at 19:28 ----------

Just had a quick look at the Event Log and it says the following:

Time Not Established Time Not Established 5 Critical(3) 68000300 DHCP WARNING - Non-critical field invalid in response.

Sat Apr 21 13:33:35 2007 Sat Apr 21 13:33:35 2007 1 Critical(3) 82000400 Received Response to Broadcast Maintenance Request, But no Un...

Time Not Established Time Not Established 1 Critical(3) 68000300 DHCP WARNING - Non-critical field invalid in response.

Time Not Established Time Not Established 2 Critical(3) 82000200 No Ranging Response received - T3 time-out

Time Not Established Time Not Established 100 Critical(3) 84000200 SYNC Timing Synchronization failure - Failed to acquire FEC f...

Time Not Established Time Not Established 80 Critical(3) 84000100 SYNC Timing Synchronization failure - Failed to acquire QAM/Q...


Is this normal or does it indicate a problem??

Andy advice would be much appreciated

[dcclanuk]

Originally Posted by rodeoraymond

Is this normal or does it indicate a problem??

Andy advice would be much appreciated

normal, mine says the same