HELP with internet disconnecting every hour

leedrummond · 06-01-2008, 16:42

hi

i have a friend whos internet disconnects approximately every hour.

She told me that she then gets an error msg about default gateway

Ive made sure that all internet settings are set to auto obtain ip's

she has also called tech support, and they told her that she needs a new network card.

Now im not sure on wher eto go from here... ? anything i can check, im going over hers on wednesday or sooner to try and sort the problem,

she is plugged directly into the back of her STB using an eternet cable into her laptop

Lee

colin-bennett · 06-01-2008, 17:15

try a diferent comp if this is ok then it may be an internal problem with your friends laptop.

If the second comp loses connection then just call VM and they will send out a quick start kit with a sacm. Only takes 5 mins to change over and their is no cost to your friend to change over.

Hope this helps

leedrummond · 06-01-2008, 17:24

cheers colin,

ill plan to do that then i can hopefully narrow down the fault

will let you know how i get on.

Lee

leedrummond · 09-01-2008, 19:53

who do i ask to be put through or what number do i choose to order one of these sacm kits ?

leedrummond · 25-01-2008, 20:19

setup the cable modem earlier, but exactly same problem is happening, jsut loosing its connection,

ive not yet tried with my laptop but is there anything else i should check ? or what do you reccomend doing now ? formatt her pc ?

Axegrinder · 25-01-2008, 20:45

Have you checked the power levels one the modem? As most of the time they are what cause disconnections.

leedrummond · 25-01-2008, 20:48

hows this done?

exactly same thing happens when its plugged into STB or cable modem

im suspecting her laptop has problem

Axegrinder · 25-01-2008, 21:40

If you want to check the power levels for the SACM, type 192.168.100.1 in your adress bar, when prompted for a user name and password, they are both "root" (without the quotes).

leedrummond · 29-01-2008, 16:14

-1.6dbmv downstram power level

im here now using my laptop, and my laptop is doing exactly same thing and loosing connection !!

where do i go from here

---------- Post added at 16:14 ---------- Previous post was at 16:04 ----------

upstream 61.0

Joxer · 29-01-2008, 16:27

Which modem is it? The upstream looks a bit high to me, could you also post the signal to noise ratio and the frequency?

leedrummond · 29-01-2008, 16:34

31.6 snr down

down 586750000 Hz

up 22000000 Hz

its the black 250 modem Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant

---------- Post added at 16:34 ---------- Previous post was at 16:30 ----------

ahh ive now just unplugged this working laptop on the net and plugged eternet cable into her laptop, it then lost connection

im 99% sure its simply a problem with her laptop

think a format will cure it ?

RDDearing · 29-01-2008, 16:36

Presuming that you are connecting each laptop directly to the modem I think you have to reboot the modem each time you change device - I know you used to and expect that hasn't changed...

leedrummond · 29-01-2008, 16:50

ye rebooted modem, but other one keeps popping up error aquiring network address, then pops up dialog box saying lan connection not available,

Axegrinder · 29-01-2008, 16:53

Your upstream power is maxing out. and those frequencies are rather off.

Joxer · 29-01-2008, 16:56

Sound like it might be a duff cable/ethernet socket - with it being ok with the other lappy not working either, I'm thinking the cable. Can you open a comand prompt and run ipconfig and ipconfig /renew and post any errors.

Or what Axegrinder said.