Internet keeps dropping out [ Edited ]

[littlebrooklyn]

I've had constant problems with my internet dropping out for so long that I can't even recall when it began, but suffice to say no matter how many times I phone technical support I seem to get nowhere.

it's got a lot worse in the last 6mths when we upgraded from 10Mb to 20Mb and on average I am having to reboot the modem and router about 3 times minimum a day.

Today I phoned technical support and the guy I spoke to there checked my modem and said it was fine.  However when I did an event log I was told on another forum that there is a fault as I am getting a lot of T 3 timeouts, whatever they are.  Also my upstream transit power level is at 54 right now but was at 52.4 earlier and I was told that could be a problem too.

Would really appreciate some advice as I am fed up of having to keep rebooting everything.

Here are my upstream and downstream levels and event log.

Cable Modem Upstream

Upstream Lock : Locked Upstream Channel ID : 4 Upstream Frequency : 29200000 Hz Upstream Modulation : QAM16 Upstream Symbol Rate : 2560 Ksym/sec Upstream transmit Power Level : 54.0 dBmV Upstream Mini-Slot Size : 2

Cable Modem Downstream

Downstream Lock : Locked Downstream Channel Id : 4 Downstream Frequency : 586750000 Hz Downstream Modulation : QAM64 Downstream Symbol Rate : 6952 Ksym/sec Downstream Interleave Depth : taps12Increment17 Downstream Receive Power Level : 0.6 dBmV Downstream SNR : 38.0 dB

Time Not Established	Time Not Established	Information (7)	Sync Start
Thu Sep 02 07:01:14 2010	Thu Sep 02 07:01:14 2010	Critical (3)	DHCP WARNING - Non-critical field invalid in response.
Time Not Established	Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established	Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Wed Sep 01 12:47:35 2010	Wed Sep 01 12:47:35 2010	Critical (3)	DHCP WARNING - Non-critical field invalid in response.
Wed Sep 01 07:41:03 2010	Wed Sep 01 07:41:03 2010	Critical (3)	DHCP WARNING - Non-critical field invalid in response.
Time Not Established	Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	No Ranging Response received - T3 time-out
Time Not Established	Time Not Established	Critical (3)	Received Response to Broadcast Maintenance Request, But no Un...

Lyn

[apcyberax]

looks your upstream power level is above the recommended levels. this should not go above 50 dB

this might need correcting by a local engineer.

2 ways to get this done

1) Wait for a forum admin to reply (1 to 3 days normally) and they can book you a engineer.
2) Call VM on 151 from your VM line and inform them of the power levels and they should book you a Engineer.

If you book a Engineer over the phone please post here to let us know so a VM tech dosn't waste time sorting this for you.

[littlebrooklyn]

I have phoned VM 3 times today and tried to get this sorted, which is why I have ended up posting on here.

The first technical support person I spoke to said he had checked my modem at his end and it was fine.  He told me to phone back the next time the internet dropped out, which was about 10mins later.  So I phoned back and both times I just got a recorded message about a problem in the WD3 area, which I don't live in, then the call was disconnected, so I gave up and came here 

[Paul_B]

Hi Littlebrooklyn,

  I have checked your connection and the upstream power level was at 58dbmv. We will need to get a tech out to you. Can you let me know when in the next 7 days you will be available? Our timeslots Monday to Fridays are 8am-12noon, 12noon-4pm and 4pm-7pm. Saturdays 8am-12noon and 12noon-4pm

Regards,

Paul B

Help & Support Forum Team

[littlebrooklyn]

Thank you Paul, at last someone who works at VM who says there is a problem!

Any Monday to Friday 4pm-7pm or Saturday any time would be best for me if that is possible.

Thanks very much for your help

[jocantconnect]

Hi Paul,

I have the exact same problem as LittleBrooklyn, internet dropping out repeatedly, and has been going on for so long we can't remember when it started, but like LittleBrooklyn, we also have upgraded in the last few months. I don't know how to check for all the technical data so I can't show you that, but can you help?

Please????? It's driving us mad!

Thanks,

[littlebrooklyn]

You need to log in here http://192.168.100.1/

You will see that the login details are 'root'

Once you log in just look at the menu on the left and click on 'downstream', 'upstream' and 'event log' and copy and paste those and someone will be able to tell you if they are right or not

[Paul_B]

Hi littlebrooklyn,

 I have booked a tech for Tuesday (7th) 4 - 7pm.

[apcyberax]

---

jocantconnect wrote:

Hi Paul,

I have the exact same problem as LittleBrooklyn, internet dropping out repeatedly, and has been going on for so long we can't remember when it started, but like LittleBrooklyn, we also have upgraded in the last few months. I don't know how to check for all the technical data so I can't show you that, but can you help?

Please????? It's driving us mad!

Thanks,

---

 

Please start your own thread if you are having prroblems as posting on someone elses will delay there response and yours.

thaanks

[littlebrooklyn]

Thanks very much Paul, that's a great help as I've been getting nowhere when I phone technical support.