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Brainbox
kashiup
Posts: 88
Registered: ‎11-05-2010
Helpful Answer

Having problems with virgin media router and modem

Having problems with my virgin media router and modem. Internet keeps cutting out and losing wirelss coverage on laptop and blackberry. Having a router and seperate modem is so annoying and constantly having to reboot both.

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Superuser
paultechy
Posts: 9,917
Registered: ‎08-06-2010

Re: Having problems with virgin media router and modem

hiya kashiup 

 

when you attach the modem direct to a pc or laptop does your internet connection remain stable? 

also would be advisable to do a check on your cable modem 

(Taken From Mark_Wilkin Post)
Inside the modem are various web pages that contain useful information about your connection. When reporting a connection fault it may be useful to include some of the information found within these pages. To view them open up your web browser and type http://192.168.100.1 into the address bar and press Enter.

The main information the Support team are interested in are the Downstream Power Level/Levels, Upstream Power Level and Downstream SNR (called RxMER on some modems). Depending on the model of modem you have this information will either be located in the ‘Signal’ page or the ‘Downstream’ and ‘Upstream’ pages.

Please note some modems will require you to log in before you can view these pages. The login details for both the username and password is root.

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Brainbox
kashiup
Posts: 88
Registered: ‎11-05-2010

Re: Having problems with virgin media router and modem

does not stay stable on and off connection when directly in pc or laptop and ready light on modem is mostly flashing and not steady green light.

 

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 1
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -14.4 dBmV
Downstream SNR :

 

 

 

 

 

 

 

  

  

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 2
Upstream Frequency : 29200000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 56.5 dBmV
Upstream Mini-Slot Size : 2

 

 

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Superuser
paultechy
Posts: 9,917
Registered: ‎08-06-2010

Re: Having problems with virgin media router and modem

[ Edited ]

hiya kashiup


i notice that your downstream power is showing way too low is this should be less than around -4dbmv to about +6dbmv. this would need to be looked at by a service tech from virgin 

2 ways to complete this:

 

1. wait for a forum admin to respond 1-3 days average wait, if you do want a forum admin to arrange 1 for you, can you include what timeslot/days would be more suitable for you.

(8-12pm 12-4pm 4-7pm) monday-fri

(8-12pm 12-4pm) Saturday


2. call up virgin media via 150 or 0845 454 1111 and advise them of the low downstream power on your modem config page.. they are open 24/7

 

if you do call up virgin media and a service tech is arranged for you, can you post here

 

hope this helps

paultechy.

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Gandalf
Pete_R
Posts: 4,943
Registered: ‎18-03-2010

Re: Having problems with virgin media router and modem

Hi Kashiup,

 

Paul's correct, we will need to arrange for an engineer for you. Accordingly, could you please advise of a convenient appointment time from the following timeslots:

Monday-Friday: 8-12, 12-4 and 4-7.
Saturday: 8-12 and 12-4.

Regards,

Peter Rafferty

Help and Support Forum Team


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