Help, Internet no longer works after TV installation.

[stugga]

I have just had tv installed upstairs and down, 30 mins after the guy left my internet stopped working.


the tick is flashing on the hub and i get this

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 331000000 Hz Locked
Connectivity State In Progress Access Denied
Boot State In Progress Unknown
Configuration File OK
Security Disabled Disabled
Downstream Channel
Lock Status Locked Modulation QAM256
Channel ID 5 Symbol Rate 5360537
Downstream Frequency 331000000 Hz Downstream Power -16.3 dBmV
SNR 33.5 dBmV
Upstream Channel
Lock Status Locked Modulation QPSK
Channel ID 4 Symbol Rate 2560 Ksym/sec
Upstream Frequency 37500000 Hz Upstream Power 46.0 dBmV

---------- Post added at 15:47 ---------- Previous post was at 15:46 ----------

i also get this

Event Log
Time Priority Description
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Sat Feb 12 14:55:24 2011 Critical (3) DHCP FAILED - Discover sent, no offer received
Sat Feb 12 14:55:14 2011 Critical (3) No Ranging Response received - T3 time-out
Sat Feb 12 14:54:57 2011 Critical (3) Unicast Ranging Received Abort Response - Re- initializing MAC
Sat Feb 12 14:15:07 2011 Critical (3) DHCP FAILED - Requested Info not supported.
Sat Feb 12 14:14:57 2011 Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Sat Feb 12 14:13:14 2011 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.
Time Not Established Critical (3) No Ranging Response received - T3 time-out

---------- Post added at 15:55 ---------- Previous post was at 15:47 ----------

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 331000000 Hz Locked
Connectivity State In Progress Access Denied
Boot State In Progress Waiting for DHCP Offer
Configuration File OK
Security Disabled Disabled
Downstream Channel
Lock Status Locked Modulation QAM256
Channel ID 5 Symbol Rate 5360537
Downstream Frequency 331000000 Hz Downstream Power -16.3 dBmV
SNR 33.4 dBmV
Upstream Channel
Lock Status Locked Modulation QPSK
Channel ID 4 Symbol Rate 2560 Ksym/sec
Upstream Frequency 37500000 Hz Upstream Power 56.0 dBmV

[qasdfdsaq]

You have line problems, probably as a result of a bodged installation. You will need to contact VM and have them send out an engineer.

[stugga]

thanks, what's really annoying is that there were no problems with my internet befor ethe tv was installed

---------- Post added at 16:04 ---------- Previous post was at 15:58 ----------

i am now left on my dongle, should i ring up and ask for compo?

[pip08456]

No ring up and ask for an engineer.

[General Maximus]

imho it looks like you cant establish a connection because your downstream snr looks waaaaay too low

[jb66]

-16! Is the wire screwed in ok

[Tazz]

or is there any forward path attenuators on the cable going into the modem?

[qasdfdsaq]

Doesn't really matter, the reverse path is screwed too.

[jb66]

Upstream is 46

[qasdfdsaq]

Upstream Frequency 37500000 Hz Upstream Power 56.0 dBmV

Jumped to 56 by his edit. That much variation indicates a problem regardless

[The Installer]

The problem with the upstream will be a result of the lack of signal going to the modem. With a downstream signal level of -16 that is far from any kind of shock and not the first thing to look at here

[stugga]

thanks everyone the latest readings,

I will check the connections again

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 331000000 Hz Locked
Connectivity State In Progress Access Denied
Boot State In Progress Waiting for DHCP Offer
Configuration File OK
Security Disabled Disabled
Downstream Channel
Lock Status Locked Modulation QAM256
Channel ID 5 Symbol Rate 5360537
Downstream Frequency 331000000 Hz Downstream Power -16.0 dBmV
SNR 33.7 dBmV
Upstream Channel
Lock Status Locked Modulation QPSK
Channel ID 4 Symbol Rate 2560 Ksym/sec
Upstream Frequency 37500000 Hz Upstream Power 55.5 dBmV

its connected to the splitter that its always been split from.


it seems the guy went to the box at the end of the road because he said the signal was too low , he got the tv going but messed up my internet in the process.

[The Installer]

You're gonna need a tech out to sort it for you. Call 150 and get one booked asap.

Have a look at the back of the modem, where the white cable goes into it, just makesure you don't have an attenuator or forward path attenuator on there or something like that. If you do, this will be a circular or oblong metal device about 30-40mm long. It should also have a sticker on it telling you what value it is if you do.

If you do have one inline, then remove it (it just unscrews), that will give you a little more signal and might get you online until a tech can come out and sort it for you.

If you don't have any attenuator inline, then there isn't much you can do short of messing around with splitters etc, and unless you know what you are doing here i'd advise against this

[stugga]

cheers, i have tried all three possible connections i have in the the house and none of them work,

booked an engineer for monday morning

i don't have anything other than the cable in the back. and the green light is flashing on the tick all the time

[stugga]

22.26 I nowsuddenly have internet , very odd my readings are below

Connection
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 323000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
Downstream Channel
Lock Status Locked Modulation QAM256
Channel ID 120 Symbol Rate 5360537
Downstream Frequency 323000000 Hz Downstream Power -19.2 dBmV
SNR 30.6 dBmV
Upstream Channel
Lock Status Locked Modulation QAM16
Channel ID 1 Symbol Rate 5120 Ksym/sec
Upstream Frequency 45800000 Hz Upstream Power 55.2 dBmV
Primary Downstream Service Flow
Downstream(0)
SFID 2944
Max Traffic Rate 20480000 bps
Max Traffic Burst 3044 bytes
Mix Traffic Rate 0 bps
Primary Upstream Service Flow
Upstream(0)
SFID 2943
Max Traffic Rate 2080000 bps
Max Traffic Burst 8160 bytes
Mix Traffic Rate 0 bps
Max Concatenated Burst 8160 bytes
Scheduling Type Best Effort
Current System Time:Sat Feb 12 22:26:32 2011