Internet Trouble!

LukeLegendLee · 03-04-2011, 20:58

Hey, I am new here so go easy :P (also i am not sure this is the right place but here it goes...)

I have had some problems with my internet connection the past 3 weeks or so. The problem is that the connection will work perfectly fine for 20 minutes then i will stop receiving any data and the receiving light on my modem stops flashing. I have to restart my modem after this happens and it doesn't always come back on for around 10 minutes. I phoned virgin media twice and received the same response which was; "there is no problem what so ever on our end so there is not a lot we can do, we suggest installing the latest wireless drivers etc"

I am on a 10mb cable connection, i connect my modem to my router, then my router to pc with my brother accessing the wireless. I have tried running without the router plugged in and still the problem occurs. I have tried editing options on my firewall, antivirus and various other settings to try and fix this but i still have no solution. I really have exhausted all options of my knowledge so some help or pointing me in the right direction would be a great help! Thank you in advance.

03-04-2011, 21:16

It seems like your power levels might need adjusting. Can you reply back with the downstream and upstream levels from your modem at http://192.168.100.1/

LukeLegendLee · 03-04-2011, 22:42

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 132
Downstream Frequency : 322750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 8.9 dBmV
Downstream SNR : 42.8 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 5
Upstream Frequency : 45800000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 5120 Ksym/sec
Upstream transmit Power Level : 47.2 dBmV
Upstream Mini-Slot Size : 4

A friend of mine recommended i do this shortly after i made the post, the upstream transmit power level was 55/56.

General Maximus · 03-04-2011, 22:51

have you got a lot of T3 and T4 timeouts? In the logs does it give you a load of errors about unicast maintenance requests and no ranging response received and all that stuff? The time stamps shouyld coincide with the outages.

Your downstream SNR looks a bit too high which might be causing your connection to drop but somebody like ignitionnet will need to confirm it.

LukeLegendLee · 03-04-2011, 22:57

I am not really familiar with this sort of stuff, would you mind telling me how i could get this info, thank you

03-04-2011, 23:04

Quote:

Originally Posted by LukeLegendLee

I am not really familiar with this sort of stuff, would you mind telling me how i could get this info, thank you

The logs should be on the same link I provided, somewhere under a menu called log I think. Don't forget to remove your MAC addresses in the last pane if you do post the log.

LukeLegendLee · 03-04-2011, 23:10

Not sure but is this it?

Sun Apr 03 20:26:07 2011 Sun Apr 03 20:26:07 2011 Information (7) The s/w filename specified in the config file is the same as ...
Sun Apr 03 20:26:07 2011 Sun Apr 03 20:26:07 2011 Information (7) A software upgrade filename was specified in the config file.
Sun Apr 03 20:26:07 2011 Sun Apr 03 20:26:07 2011 Information (7) Authorized
Sun Apr 03 20:26:06 2011 Sun Apr 03 20:26:06 2011 Information (7) Registration complete!
Sun Apr 03 20:26:06 2011 Sun Apr 03 20:26:06 2011 Information (7) We registered with a DOCSIS 1.1 config file!
Sun Apr 03 20:26:06 2011 Sun Apr 03 20:26:06 2011 Information (7) Received a REG-RSP message from the CMTS...
Sun Apr 03 20:26:06 2011 Sun Apr 03 20:26:06 2011 Information (7) Sending a REG-REQ to the CMTS...
Sun Apr 03 20:26:06 2011 Sun Apr 03 20:26:06 2011 Information (7) CableModem SNMP configure complete
Sun Apr 03 20:26:06 2011 Sun Apr 03 20:26:06 2011 Information (7) IP init completed ok
Sun Apr 03 20:26:06 2011 Sun Apr 03 20:26:06 2011 Information (7) CableModem TFTP init ok
Sun Apr 03 20:26:06 2011 Sun Apr 03 20:26:06 2011 Information (7) CableModem DHCP client init ok
Sun Apr 03 20:26:06 2011 Sun Apr 03 20:26:06 2011 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) Beginning initial ranging...
Time Not Established Time Not Established Information (7) downstream time sync acquired...
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) starting ds time sync acquisition...
Time Not Established Time Not Established Information (7) Received a UCD message!
Time Not Established Time Not Established Information (7) Locked on the downstream. Waiting for UCDs...
Time Not Established Time Not Established Information (7) Downstream lock ok
Time Not Established Time Not Established Information (7) Sync Start
Sun Apr 03 19:18:45 2011 Sun Apr 03 19:18:45 2011 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sun Apr 03 19:18:33 2011 Sun Apr 03 19:18:33 2011 Critical (3) Unicast Ranging Received Abort Response - Re- initializing MAC
Sun Apr 03 19:02:12 2011 Sun Apr 03 19:02:12 2011 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sun Apr 03 19:02:09 2011 Sun Apr 03 19:02:09 2011 Critical (3) DHCP FAILED - Discover sent, no offer received
Sun Apr 03 19:01:58 2011 Sun Apr 03 19:01:58 2011 Critical (3) Unicast Ranging Received Abort Response - Re- initializing MAC
Sun Apr 03 18:41:03 2011 Sun Apr 03 18:41:03 2011 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sun Apr 03 18:39:04 2011 Sun Apr 03 18:39:04 2011 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sun Apr 03 18:38:58 2011 Sun Apr 03 18:38:58 2011 Critical (3) No Ranging Response received - T3 time-out
Sun Apr 03 18:38:51 2011 Sun Apr 03 18:38:51 2011 Critical (3) No Ranging Response received - T3 time-out
Sun Apr 03 18:38:47 2011 Sun Apr 03 18:38:47 2011 Critical (3) DHCP WARNING - Non-critical field invalid in response.

pip08456 · 04-04-2011, 00:03

Quote:

Originally Posted by General Maximus

have you got a lot of T3 and T4 timeouts? In the logs does it give you a load of errors about unicast maintenance requests and no ranging response received and all that stuff? The time stamps shouyld coincide with the outages.

Your downstream SNR looks a bit too high which might be causing your connection to drop but somebody like ignitionnet will need to confirm it.

There is no such thing as SNR too high! The higher the better.

04-04-2011, 01:55

The downstream power level will need to be reduced, the closer it is to 0 the better.

Sign up to the official VM support forum and make a thread including everything you've posted here. They will arrange an engineer to visit but avoid posting again in the same thread otherwise it'll go the bottom of the queue, normally takes a few days for a response as it is. Link is http://community.virginmedia.com/t5/...ble/bd-p/Fibre

General Maximus · 04-04-2011, 08:26

I thought the SNR should be closer to 33. Although the power level is above 8 i understood that it could be double that and still be fine.

Anyways, indian tech support are crap. Apparently if you ring tech support around 0800 you get through to an english person. If the problem you have got is a result of too much noise on the network though hopefully they'll pick it up anyway and it will be fixed over the next couple of days.

LukeLegendLee · 04-04-2011, 14:27

Ok, thanks for the help i appreciate it!

gaz1 · 13-04-2011, 16:13

i have had trouble with virgin connection it all started on sunday

so to fill you in on some info first

4pm sunday all services except the phone was off
tv reception only returned after 7pm
internet still off

contacted faults at 1.00am monday to report fault was told that they was no fault and it was my connections that was at fault

waited till 10 am turned computers on checked to see if any internet connection could be gained still couldnt connect to the internet

so contacted disconections who then past me to the faults department who then arranged for an appointment on tuesday between 12/4 pm
they was still quoting that the fault was on my side and not with there equipment

received the contact phonecall between 6/7 pm and i confirmed that i wanted an engineer call out to the property

tuesday waited in all day as i had to take the day off work for cable to visit

all i got from cable was a no show when contacted to find out what was happening

i found out they was an area outage and had been sorted out at roughly 5pm monday
and that they had cancelled all engineers coming out to propertys

they then had the cheek to offer me a home visit again on saturday even thoe i had a previous appointment on tuesday before the phonecall that i was talking on
( and find it rather insulting been quoted this )

i will explain i use the internet as a way out the tv package and phone package are not worth it to me but does bring my internet price down for me to afford it

and no offence but if im left with just the phone and tv package sorry you can keep it for me as i dont want them at all

as ive read the terms and conditions and have downloaded them in pdf format as well

virgin media is at fault with the contract with myself with failure to provide adequate services that i pay for so my contract with them can be ended immediately with no month notice to be given

i am out of my years contract with them

General Maximus · 13-04-2011, 16:47

it is a joke, they deny there is an area fault and dont believe the customer, they when they finally realise there is, they dont have the courtesy to ring up and let you know what is going on.

pip08456 · 13-04-2011, 23:46

Quote:

Originally Posted by gaz1

i will explain i use the internet as a way out the tv package and phone package are not worth it to me but does bring my internet price down for me to afford it

Your internet package would be cheaper without them.

LukeLegendLee · 14-04-2011, 13:55

Probably the most annoying thing (except for my internet being unstable) is phoning up multiple times and talking to different people who all turn round and say there is nothing wrong on their end. The only solution they gave me was to try running my modem with another PC/laptop, which of course didn't make any different what so ever and to update my wireless drivers. Believe it or not I had already told him numerous times that the problem still occurs whether I use my router+modem or just my modem.

The only temporary solution I found was not to download, upload or even stream any files not matter the size. I tried my solution of not going on youtube, downloading or uploading on Tuesday and I have to say my Internet didn't disconnect yesterday at all. I wrote on the VM forums and apparently they are sending a technician on Saturday to come and fix the problem so I went a head and downloaded 150MB just to test and see if my Internet would disconnect...and of course today it has been as unstable as ever, disconnecting me every 2-3 minutes.

Just for a quick note, i timed myself writing this it took me about 5 minutes. I got disconnected 6 times while typing!