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cjh2184
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No WAN IP Address

Hi,

My router won't obtain a WAN IP address... it's been hard reset, put in modem mode, put back still not WAN IP. Called tech support they reset various things said they had no idea why it wasn't obtaining a WAN ip.

 

All lights blue, the two and from traffic light flashes blue and every minute or so goes green briefly. They had an outage in the area, they've now closed the ticket saying the outage was fixed, but still my router has no wan IP and won't go online.

 

Anyone got a clue what could be wrong? I assume the is definitely a Virgin Network fault... but just wonder if anyone had experience of this fault and what might be specifically causing it.

 

Levels...

Modem Initialisation Stage Status
Downstream AcquisitionLocked
Primary Frequency266750000 Hz
DHCPDone
TFTPDone
Time Of Day20:53:38 GMT
SecurityBPI+
Counters T1,T2,T3,T4,Sync,Resets000,000,003,000,000,000
Internet Connection IP Address Status
WAN IP Address---.---.---.---
Lease Time Remaining-- days --h:--m:--s
Expiry--- -- --- --:--
Current Network TimeTue 14 Mar 20:53 GMT
Downstream Channels Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked17266750000 Hz256 QAM-0.1 dBmV 38.6 dB368368
Locked18274750000 Hz256 QAM-0.1 dBmV 38.3 dB420420
Locked19282750000 Hz256 QAM-0.4 dBmV 38.3 dB351351
Locked20290750000 Hz256 QAM-0.5 dBmV 38.3 dB317315
Locked21298750000 Hz256 QAM-0.4 dBmV 39.4 dB337337
Locked22306750000 Hz256 QAM-0.8 dBmV 38.3 dB345345
Locked23314750000 Hz256 QAM-1.0 dBmV 38.3 dB959959
Locked24322750000 Hz256 QAM-1.1 dBmV 38.3 dB923923

To reset the Pre and Post RS error counts please use the Downstream screen under the router status screen available from the login page.

Upstream Channels Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked9453700000 HzATDMA46.8 dBmV64QAM6400000 Hz5120 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
Locked9235800000 HzATDMA45.3 dBmV64QAM6400000 Hz5120 Ksym/sec

 

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cjh2184
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Re: No WAN IP Address

No need to reply, finally managed to speak to someone with a clue in the 2nd line team, after speaking to 3 guys in an Indian call centre at various points over the last 10 hours who are as much help as a paper umbrella in a hurricane.

 

Major outage in the Brighton area, I live in Shoreham... this was caused by Virgin doing change work to IP addresses on their network and screwing this process up affecting up to 12,000 customers. It's a priority one fault that will be worked on throughout the night apparently.

 

Well if they can't fix it in nearly 11 hours... they've made a proper booboo this time.

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Superuser
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Re: No WAN IP Address

I would expect this to be reported in your Service Status with no need to speak to anyone in Virgin Media.

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