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Qaz
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Registered: ‎27-12-2010
Message 1 of 23 (1,026 Views)

internet wont connect

Hi,

 

My internet wont connect since this morning, i have followed the steps on the website numerous times to try and fix the issues with no luck.

 

My modems model number is EDM3528. All lights on the modem are solid apart from the one on the far left with the tick keeps flashing and has been since this morning.

 

Any suggestions on how to fix this. I am posting this from my neighbours connection.

 

Thanks,

Qaz

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Rising star
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Registered: ‎24-03-2010
Message 2 of 23 (1,003 Views)

Re: internet wont connect

can u post us ur Modem lower levels upstream and downstream and Model logs (remembering to remove any traces of Mac addresses) so we can see whats happening.... To get these put 192.168.100.1 into ur browser address bar. If asked for a password its root for both.

***************************************
Where ever you maybe.... Let your wind go free!

"So in retrospect the best cable to get is cat6e"
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Qaz
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Registered: ‎27-12-2010
Message 3 of 23 (974 Views)

Re: internet wont connect

I cannot access that as i am on my neighbours connection. I have no access at all to Virgin media at the moment, the ready light on the modem keeps flashing. I left the modem and pc unplugged overnight in the hope that the problem will sort itself but obviously hasn't done so.

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Superuser
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Message 4 of 23 (952 Views)

Re: internet wont connect

you will still be able to access the modem stats if the modem is not getting a connection to the internet.

Sadly not a Virgin customer anymore.... Unless you want to cable my new street. my internet sucks.
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Qaz
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Registered: ‎27-12-2010
Message 5 of 23 (941 Views)

Re: internet wont connect

I still cant access the page.

 

On Internet Explorer i get the message "internet explorer cannot display this webpage"

 

and on firefox "The connection has timed out

      

      
      
      

      
        
        

          

The server at 192.168.100.1 is taking too long to respond.

        


        
        


    *   The site could be temporarily unavailable or too busy. Try again in a few
          moments.

    *   If you are unable to load any pages, check your computer's network
          connection.

    *   If your computer or network is protected by a firewall or proxy, make sure
          that Firefox is permitted to access the Web."

 

Any idea what the problem may be?

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Qaz
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Message 6 of 23 (918 Views)

Re: internet wont connect

Briefly got onto the modem page. here is the information

 

Cable Modem Downstream

                DS-1       DS-2       DS-3       DS-4

Frequency          339000000           N/A        N/A        N/A

Lock Status

(QAM Lock/FEC Sync/MPEG Lock)            Y/Y/Y     N/N/N  N/N/N  N/N/N

Channel Id          0              N/A        N/A        N/A

Modulation        256QAM              N/A        N/A        N/A

Symbol Rate

(Msym/sec)       5.360537              N/A        N/A        N/A

Interleave Depth             I=32

J=4         N/A        N/A        N/A

Power Level

(dBmV)                -19.52    N/A        N/A        N/A

RxMER

(dB)       28.98     N/A        N/A        N/A

Correctable

Codewords         328         N/A        N/A        N/A

Uncorrectable

Codewords         1602       N/A        N/A        N/A

 

Cable Modem Upstream

 US-1 US-2 US-3 US-4

Channel Type 1.0 N/A N/A N/A

Channel ID 1 N/A N/A N/A

Frequency

(Hz) 18800000 N/A N/A N/A

Ranging Status Continue N/A N/A N/A

Modulation QPSK N/A N/A N/A

Symbol Rate

(KSym/sec) 2560 N/A N/A N/A

Mini-Slot Size 2 N/A N/A N/A

Power Level

(dBmV) 62.18 N/A N/A N/A

T1 Timeouts 0 0 0 0

T2 Timeouts 0 0 0 0

T3 Timeouts 5 0 0 0

T4 Timeouts 0 0 0 0

 

Cable Modem Event Log

First Time            Last Time             Priority                 Description

Time Not Established     Time Not Established     Warning (5)        Lost MDD Timeout;CM-MAC=…………….;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Time Not Established     Time Not Established     Warning (5)        MDD message timeout;CM-MAC=………………..;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

Time Not Established     Time Not Established     Warning (5)        Lost MDD Timeout;CM-MAC=………………….;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Time Not Established     Time Not Established     Warning (5)        MDD message timeout;CM-MAC=………………………..;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

Time Not Established     Time Not Established     Critical (3)            Unicast Ranging Received Abort Response - initializing MAC

Time Not Established     Time Not Established     Warning (5)        Lost MDD Timeout;CM-MAC=…………………….d2;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Time Not Established     Time Not Established     Warning (5)        MDD message timeout;CM-MAC=…………………………;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

Time Not Established     Time Not Established     Warning (5)        Lost MDD Timeout;CM-MAC=…………………;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Time Not Established     Time Not Established     Warning (5)        MDD message timeout;CM-MAC=……………………….;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

Time Not Established     Time Not Established     Critical (3)            Unicast Ranging Received Abort Response - initializing MAC

Time Not Established     Time Not Established     Warning (5)        Lost MDD Timeout;CM-MAC=……………………..;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Time Not Established     Time Not Established     Warning (5)        MDD message timeout;CM-MAC=……………………………;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

Time Not Established     Time Not Established     Warning (5)        Lost MDD Timeout;CM-MAC=…………………………;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Time Not Established     Time Not Established     Warning (5)        MDD message timeout;CM-MAC=…………………………..;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

Time Not Established     Time Not Established     Warning (5)        Lost MDD Timeout;CM-MAC=……………………….;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Time Not Established     Time Not Established     Warning (5)        MDD message timeout;CM-MAC=…………………………;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

Time Not Established     Time Not Established     Warning (5)        Lost MDD Timeout;CM-MAC=…………………….;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Time Not Established     Time Not Established     Warning (5)        MDD message timeout;CM-MAC=…………………………;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

Time Not Established     Time Not Established     Critical (3)            Unicast Ranging Received Abort Response - initializing MAC

Time Not Established     Time Not Established     Warning (5)        Lost MDD Timeout;CM-MAC=…………………………………;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Time Not Established     Time Not Established     Warning (5)        MDD message timeout;CM-MAC=…………………………;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

Time Not Established     Time Not Established     Critical (3)            Unicast Ranging Received Abort Response - initializing MAC

Time Not Established     Time Not Established     Warning (5)        Lost MDD Timeout;CM-MAC=…………………………..;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Time Not Established     Time Not Established     Warning (5)        MDD message timeout;CM-MAC=………………………….;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Time Not Established     Time Not Established     Warning (5)        Lost MDD Timeout;CM-MAC=…………………………..;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Time Not Established     Time Not Established     Warning (5)        MDD message timeout;CM-MAC=………………………………….;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

Time Not Established     Time Not Established     Critical (3)            Unicast Ranging Received Abort Response - initializing MAC

Time Not Established     Time Not Established     Warning (5)        Lost MDD Timeout;CM-MAC=……………………………..;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

Time Not Established     Time Not Established     Warning (5)        MDD message timeout;CM-MAC=………………………………;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

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

 

Hopefully this is the info you need to help me out

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Registered: ‎09-07-2010
Message 7 of 23 (903 Views)

Re: internet wont connect

I also have a similar problem and it also went off yesterday morning. Just contacted the far east CS and they inform me its a problem in the BS16 area and may not be fixed until 4th Jan due to lack of engineers working during holidays

Status page shows problems with tv & phone & internet ok, well my phone & TV are fine so that page is a waste of time. Are you in BS16?

 

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Qaz
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Registered: ‎27-12-2010
Message 8 of 23 (899 Views)

Re: internet wont connect

Nope im in Edinburgh (EH7)

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Superuser
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Message 9 of 23 (886 Views)

Re: internet wont connect

ok 2 things
Power Level(dBmV) -19.52
and
(dBmV) 62.18 N/A N/A N/A

This looks like a cable fault between your modem and vm.

the downstream power is off the scale low (should be close to 0

Upstream is way to high shoul;dn't be over 55 this look slike the modem can't talk to the other end.

check the cable on your modem. wall boxes outside checked there not full of water ice or snow and if all clear you will need vm out to this.

Call them might be faster as new year might belay a reply here.

Sadly not a Virgin customer anymore.... Unless you want to cable my new street. my internet sucks.
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Problem sorter
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Message 10 of 23 (874 Views)

Re: internet wont connect

Well there' definately an issue. With only one downstream channel you'll never get online.

 

I'm wondering if it could be the modem with IE and FF being unable to connect?

 

Make sure you leave your modem switched on as Support will attempt to connect to it to diagnose the problem.

 

Support may take a few days to get back due to the backlog. You could try ringing in on 0800 052 0431 in the morning for more immediate help.

__________________________________________________________________________________________________________________________________________________________________________________________________________________ Please note: I have no connection with Virgin Media. All posts are my own opinion only.
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