Frequent disconnection and slow speeds

[eskander]

For some weeks I have been having problems with slow speed and my internet connection failing - this happens whether I am connected through my wireless router or directly to my modem. It also hapems with my desktop PC and my laptop. When the connection fails, use of the Internet Exporer disgnose button gives the message "You DNS server is not responding." I have tried two different routers and installed a new cable modem which Virgin sent me after a helpdesk call but the problem remains.

At the moment my cable modem is showing the following:

Cable Modem Downstream

Downstream Lock : Locked Downstream Channel Id : 186 Downstream Frequency : 315000000 Hz Downstream Modulation : QAM256 Downstream Symbol Rate : 6952 Ksym/sec Downstream Interleave Depth : taps12Increment17 Downstream Receive Power Level : -3.1 dBmV Downstream SNR : 33.9 dB Cable Modem Upstream Upstream Lock : Locked Upstream Channel ID : 1 Upstream Frequency : 45800000 Hz Upstream Modulation : QPSK Upstream Symbol Rate : 5120 Ksym/sec Upstream transmit Power Level : 48.2 dBmV Upstream Mini-Slot Size : 4 I would appreciate some help.

[James_G]

Hi eskander,

I am sorry to hear you are having this issue with your connection.

I have taken a look at your connection on our network and I can see that your modem has been online for 6 days and is responding to pings.

Could you please let me know if you are able to ping any websites when this issue occurs?

Also do any of the lights go off or start flashing when this issue occurs?

[eskander]

Thankyou for your reply. Of course I will have to wait until the problem next occurs but will provided the info requested asap.

[eskander]

Just happened again at 16:45 could not access any web pages an neithe could my wife on her laptop. The send and recv lights on modem were flashing intermittently.

[John_O]

Hi eskander,

I have chefcked your connection and can see that your modem has been online for over 10 days now. Can you confirm what you have had connected to the modem for those 10 days? Is it your router? The send and receive lights flashing intermittently indicate that communication is taking place between the modem and the cable network.

[eskander]

It has been connected through my router but have experienced the same problems when connected directly to the modem.

Spoiler

[Paul_B]

Hi eskander,

 I have checked the network  Are you able to get to the config pages when the internet is down? I have checked the network and find no issue. Locally your levels are with in tolerance. You may want to give us a call when it happens so we can investigate further when it occurs.