modem help

axlgnr · 29-04-2007, 17:13

my modem lights are going a bit crazy today and it keeps disconnecting and then connecting and its been doing this for a few hours, its working now but it could disconnect anytime now. I went on the connection settings and when it disconnects it does not show dns server? is this normal? ive switched it off a few times but same things happen when its back on. Thanks for any help.

Sirpingalot · 29-04-2007, 17:16

May be something to do with the updates ie. 20mbps being implemented.

---------- Post added at 17:16 ---------- Previous post was at 17:16 ----------

Can't say I've had too many problems though.

**Stuart C** · 29-04-2007, 17:36

Probably not. Virgin (and NTL:Telewest before) don't generally do upgrades at the weekends, purely because that is the time when most people are likely to be using it, and they may not have as many techs on duty to deal with any problems caused.

Hex · 29-04-2007, 19:53

First of all, 3 questions:

1)What are you using the connection for at the time? (I.e. high speed downloading, or just general browsing)

2)What modem do you have?

3)What tier are you on?

Nedkelly · 29-04-2007, 19:56

Also can you tell us what the upstream and downstream levels are and the snr level

axlgnr · 29-04-2007, 20:16

1.general browsing

2.vm 255

3.10 meg although im always getting around 5 meg

Downstream Receive Power Level : -24.3 dBmV
Downstream SNR : 26.3 dB

Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 61.0 dBmV

Its not disconnected for a while now so hopefully its sorted but if you got any advice for next time it happens then thanks alot.

Hex · 29-04-2007, 20:50

Those figures sound like a possible problem to me.

Can you tell me, are you on QAM64 or QAM256?

Diadem · 29-04-2007, 21:35

Down stream power level is far to low -6 to 6. call tech support

Hex · 29-04-2007, 22:08

Also, SNR is too low if you're on QAM256, It's only at the minimum for QAM64 for that matter.
I'll have to agree with Diadem, Call Tech Support, you'll probably need an Engineer out.

Nedkelly · 29-04-2007, 22:27

Yes i agree the levels are bad upstream 61 dbmv this will cause the modem to reboot .
Downstream Receive Power Level : -24.3 dBmV not within spec
Downstream SNR : 26.3 dB should be 30 +

Yes you do need make a call as you need a tech

axlgnr · 29-04-2007, 22:27

I just checked the signal level again. If I call tech support, is it ok to mention that I checked the signal levels?

Downstream Lock : Locked
Downstream Channel Id : 7
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -19.3 dBmV
Downstream SNR : 30.1 dB

Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 33600000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 61.0 dBmV
Upstream Mini-Slot Size : 2

Diadem · 29-04-2007, 23:32

yeh let them know you checked them they will prob want you to check them again just go with it mate in they will get a tech out. the SNR's lowist workable value is 29 so 30 is fine

axlgnr · 30-04-2007, 18:57

thanks for the help I called tech support and ive got an engineer coming round to sort it out.

Sirpingalot · 30-04-2007, 19:01

CABLE MODEM

•Information

•Status

•Downstream

•Upstream

•Upstream Burst

•Operation Config.

•Event Log

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 1
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -10.0 dBmV
Downstream SNR : 30.6 dB

Wow, my connection is so boarderline, yet I do get a consistent 10mbit/s

Hex · 30-04-2007, 22:29

You're only on QAM64, the requirements for that are lower than those for QAM256. Tho don't ask me to explain, this QAM stuff is all over my head