on 08-03-2012 10:28
Hi there-- message for Virgin support.
Our internet connection keeps dropping out (cable customer). Rebooting the box that connects to the wall brings internet back but it drops out again within a few hours. Doesn't seem to be any issues with the router. Tivo is unaffected. This started happening about 3 weeks ago and is driving us mad.
Spent three hours trying to call support between last night and this morning, just in a queue that says "10 minutes waiting time" which is just not true. can't get through to speak to anyone and increasingly frustrated. Can you advise?
Answered! Go to Answer
on 08-03-2012 10:54
post your modem stats see if there is anything wrong there
on 08-03-2012 11:35
thanks for suggestion
|Cable Modem Information|
|Cable Modem : DOCSIS 1.0/1.1/2.0/3.0 Compliant|
|Serial Number : xxxxx|
|Boot Code Version : 6.1.1c|
|Software Version : 3.11.1201|
|Hardware Version : 1.48.0|
|Cable Modem Downstream||DS-1||DS-2||DS-3||DS-4|
|Lock Status |
(QAM Lock/FEC Sync/MPEG Lock)
|Symbol Rate |
|Power Level |
|Cable Modem Upstream|
on 08-03-2012 11:58
your power levels are out of spec - you have 2 choices to get them sorted
1 - wait here for a vm staff member to look at the thread - that can take 3 to 7 days from the LAST post - they can then book an engineer
2 - bypass that and ring and book an engineer - just tell them yout power levels are wrong
on 08-03-2012 12:12
Out of interest was your connection up or down with the stats you posted? If up could you also post the stats when it fails?
08-03-2012 12:15 - edited 08-03-2012 12:17
connection was up at the time. i'll try and post for when it falls over as well.
in the menatime, i was lucky in the phone lottery and managed to get through to technial support just now-- the downstream power is way too high apparently. engineer is coming to investigate over weekend. he thought problem may be with both modem and street cabinet.
on 08-03-2012 12:19
downstream poer levels should be about -1 to +7 - other levels matter but if downstream is outside spec then its a clear indication something will not work correctly
12-03-2012 17:08 - edited 12-03-2012 17:10
on 19-04-2012 15:14
For the last few months my connetion has been terrible. My cable has been rigged to the house nextdoor and it seems like every few mins my connection just goes off