VM Router Intermittent Internet Connection

Robbie34 · 08-03-2012, 19:05

I have been having a few problems with my Internet connection. Briefly, for some months I have occasionally had no connection when I first switch on my PC. Unplugging the modem usually cured the problem, but on Sunday there was no connection, and on Monday the technician came and changed the modem for one of the new wireless ones. Working brilliantly when he left but still occasionally failed to connect.

On Tuesday morning I had no connection and contacted VM, but whilst I was speaking to the agent the modem suddenly came to life so I told her that it now seemed OK and left it at that. Tuesday evening no connection, and arranged for a technician to come out today. Tried my PC this morning and everything was working, so called and cancelled the visit. Unfortunately, early afternoon and I again lost connection, so 'phoned again but it came back on about twenty minutes later whilst I was telling the agent of my problem. I'm getting a call from a technician tomorrow, but the Internet is still connected. I am leaving the modem permanently switched on to see what happens rather than switching off with my PC.

Does anyone have any idea what may be the cause of the problem? Could the new modem be faulty, or could there be something else causing this?

thenry · 08-03-2012, 19:23

put this in your web browser and hit enter...

192.168.100.1

then login - the defaults are..
username: admin
password: changeme

below the 3 red boxes click on advanced settings...

to your left look for connection..

copy and paste everything

raging bull · 08-03-2012, 19:39

Your comment -'' I am leaving the modem permanently switched on to see what happens rather than switching off with my PC.''
Does that meen you are switching off your modem at times other than evening?
Most people only switch off their modems when having problems.

Robbie34 · 08-03-2012, 20:39

Quote:

Originally Posted by raging bull

Your comment -'' I am leaving the modem permanently switched on to see what happens rather than switching off with my PC.''
Does that meen you are switching off your modem at times other than evening?
Most people only switch off their modems when having problems.

I have an energy saving socket set that switches off everything when I shut down my PC.

---------- Post added at 20:39 ---------- Previous post was at 20:32 ----------

Quote:

Originally Posted by thenry

put this in your web browser and hit enter...

192.168.100.1

then login - the defaults are..
username: admin
password: changeme

below the 3 red boxes click on advanced settings...

to your left look for connection..

copy and paste everything

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 307000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+

--------------------------------------------------------------------------------

Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 50 55616000 Kbits/sec 307000000 Hz 2.7 dBmV 43.0 dB Hybrid
Locked QAM256 49 55616000 Kbits/sec 299000000 Hz 2.9 dBmV 42.8 dB Hybrid
Locked QAM256 51 55616000 Kbits/sec 315000000 Hz 2.5 dBmV 42.6 dB Hybrid
Locked QAM256 52 55616000 Kbits/sec 323000000 Hz 1.9 dBmV 42.3 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown

--------------------------------------------------------------------------------

Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 1 20480 Kbits/sec 35800000 Hz 46.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

Done as you requested.

Andrewcrawford23 · 08-03-2012, 20:44

power levels are fine

when it goes off next time take note of the lights and what they do, can you post the modme logs? cant remmerbe if shub has logs or not

Robbie34 · 08-03-2012, 20:53

When it went off the three lights were yellow and the middle light -ready - was flashing, the other two were static. Sometimes, the top light went blue for an instant and the ready light stopped flashing.

thenry · 08-03-2012, 21:01

remove your MAC address when posting your log. just delete it from each line before posting. use the same guide as above to get powerlevels but this time click on event log on your left instead of connection

---------- Post added at 21:01 ---------- Previous post was at 20:59 ----------

Quote:

Originally Posted by Robbie34

When it went off the three lights were yellow and the middle light -ready - was flashing, the other two were static. Sometimes, the top light went blue for an instant and the ready light stopped flashing.

yellow? or do you mean green? the top one should be blue thats when you know its connected

Robbie34 · 08-03-2012, 21:05

Quote:

Originally Posted by thenry

remove your MAC address when posting your log. just delete it from each line before posting. use the same guide as above to get powerlevels but this time click on event log on your left instead of connection

---------- Post added at 21:01 ---------- Previous post was at 20:59 ----------

yellow? or do you mean green? the top one should be blue thats when you know its connected

They look more yellow than green, but yes, green. The blue light only came on for a fraction of a second and then went off.

Andrewcrawford23 · 08-03-2012, 21:09

thenry does shub have logs like the vmng300 if so can you point ho to get them i want to try see wha tthe modem doing it a faulty conneciton of some sort not sure what yet

acutally if shub would tell you the t3 and t4 timeout si bet that is what is causing it

thenry · 08-03-2012, 21:15

its either work being done in your area or a faulty SuperHub. when do you get your free double speed upgrade?

post your log using the guide above.. remove the MAC addresses from each line before posting.

---------- Post added at 21:14 ---------- Previous post was at 21:12 ----------

Quote:

Originally Posted by Andrewcrawford23

thenry does shub have logs like the vmng300 if so can you point ho to get them i want to try see wha tthe modem doing it a faulty conneciton of some sort not sure what yet

acutally if shub would tell you the t3 and t4 timeout si bet that is what is causing it

yeah its got an event log.. if he follows the same guide to get power levels he'll see event log on the advanced setting page. again please remove MAC addresses from each line before posting

---------- Post added at 21:15 ---------- Previous post was at 21:14 ----------

Quote:

Originally Posted by Andrewcrawford23

thenry does shub have logs like the vmng300 if so can you point ho to get them i want to try see wha tthe modem doing it a faulty conneciton of some sort not sure what yet

acutally if shub would tell you the t3 and t4 timeout si bet that is what is causing it

yeah its got an event log.. if he follows the same guide to get power levels he'll see event log on the advanced setting page. again please remove MAC addresses from each line before posting

Robbie34 · 08-03-2012, 21:15

I haven't been able to get the log. Can you tell me how I should go about it?

thenry · 08-03-2012, 21:19

Quote:

Originally Posted by Robbie34

I haven't been able to get the log. Can you tell me how I should go about it?

put this in your web browser and hit enter...

192.168.100.1

then login - the defaults are..
username: admin
password: changeme

below the 3 red boxes click on advanced settings...

to your left look for event log...

copy and paste everything REMOVE YOUR MAC ADDRESSES FROM EACH LINE BEFORE POSTING

gouldy · 08-03-2012, 21:20

http://i39.tinypic.com/2v8l5js.jpg

Robbie34 · 08-03-2012, 21:20

Time Priority Description
Thu Mar 08 13:23:00 2012 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
Thu Mar 08 13:22:47 2012 Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.0;CM-VER=3.0;
Thu Mar 08 13:19:31 2012 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.0;CM-VER=3.0;
Thu Mar 08 13:19:22 2012 Notice (6) CMTS DCC 315000000 MHz
Thu Mar 08 13:15:44 2012 Notice (6) CMTS DCC 299000000 MHz
Mon Mar 05 14:10:58 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxx;CMTS-MAC=xxxCM-QOS=1.0;CM-VER=3.0;
Mon Mar 05 14:10:08 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.0;CM-VER=3.0;
Mon Mar 05 14:07:36 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
Mon Mar 05 14:07:34 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.0;CM-VER=3.0;

--------------------------------------------------------------------------------

I think this is what you want.

Andrewcrawford23 · 08-03-2012, 21:24

your getting multi faults, you will need a tech to fix this.

ok your getting t3 times and your getting t4 timesouts there bad they cut hte internet off

but your also seemign to geta problem locking onto two of the downstream chanenls

i suspect the shub will need replaced and the tech will need to move you onto a new tap in the pit

---------- Post added at 21:24 ---------- Previous post was at 21:23 ----------

just out of curiosty what is in diagnostic and super hub statusd