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thewham
Posts: 4
Registered: ‎08-03-2012
Helpful Answer

internet connection keeps dropping out

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?

 

Thanks

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Superuser
adacom
Posts: 5,019
Registered: ‎20-09-2011

Re: internet connection keeps dropping out

post your modem stats see if there is anything wrong there 

 

http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/How-to-view-your-modem-configuration...

____________________

Tony
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One to Watch
thewham
Posts: 4
Registered: ‎08-03-2012

Re: internet connection keeps dropping out

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-1DS-2DS-3DS-4
Frequency315000000291000000299000000307000000
Lock Status 
(QAM Lock/FEC Sync/MPEG Lock)
Y/Y/YY/Y/YY/Y/YY/Y/Y
Channel Id204201202203
Modulation256QAM256QAM256QAM256QAM
Symbol Rate 
(Msym/sec)
6.9526.9526.9526.952
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level 
(dBmV)
11.1211.0910.7210.81
RxMER 
(dB)
35.2534.0834.4834.77

    

 

 

Cable Modem Upstream
 US-1US-2US-3US-4
Channel Type2.0N/AN/AN/A
Channel ID1N/AN/AN/A
Frequency 
(Hz)
35800000N/AN/AN/A
Ranging StatusSuccessN/AN/AN/A
Modulation16QAMN/AN/AN/A
Symbol Rate 
(KSym/sec)
5120N/AN/AN/A
Mini-Slot Size4N/AN/AN/A
Power Level 
(dBmV)
44.50N/AN/AN/A
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000
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Superuser
adacom
Posts: 5,019
Registered: ‎20-09-2011

Re: internet connection keeps dropping out

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

 

or

 

2 - bypass that and ring and book an engineer - just tell them yout power levels are wrong

____________________

Tony
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One to Watch
thewham
Posts: 4
Registered: ‎08-03-2012

Re: internet connection keeps dropping out

thanks for that-- really helpful!

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Specialist
Eeeps
Posts: 187
Registered: ‎23-10-2011

Re: internet connection keeps dropping out

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?

 

Cheers,

 

Ian

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One to Watch
thewham
Posts: 4
Registered: ‎08-03-2012

Re: internet connection keeps dropping out

[ Edited ]

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.

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Superuser
adacom
Posts: 5,019
Registered: ‎20-09-2011

Re: internet connection keeps dropping out

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

 

http://community.virginmedia.com/t5/Fibre-optic-broadband-cable/POWER-LEVELS-amp-SNR-A-TECHNICAL-PRI...

____________________

Tony
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Usually Always Right
Steve_Brett
Posts: 3,746
Registered: ‎16-01-2012

Re: internet connection keeps dropping out

[ Edited ]

Hi Thewham

 

I have just run a check on your modem power levels and they are currently looking much better than when you posted above. All are now showing between +3 and +4 dbmv. Please post back if you are still experiencing issues.

Kind Regards,


Steve Brett
Help & Support Forum Team

Seen a useful post?Problem Solved?Fault with your service?

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One to Watch
MarkUK
Posts: 9
Registered: ‎08-02-2010

Re: internet connection keeps dropping out

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

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