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Old 05-02-2012, 16:05   #1
garmcqui
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Can't connect (Acton)
Well after making so much noise about downgrading to DOCSIS 1.1 and how it was so much better, for the last 2 hours I've been unable to connect at all...

Here's my modem event log:


First Time Last Time Priority Description
Sun Feb 05 15:38:07 2012 Sun Feb 05 15:38:07 2012 Information (7) The s/w filename specified in the config file is the same as ...
Sun Feb 05 15:38:07 2012 Sun Feb 05 15:38:07 2012 Information (7) A software upgrade filename was specified in the config file.
Sun Feb 05 15:38:07 2012 Sun Feb 05 15:38:07 2012 Information (7) Authorized
Sun Feb 05 15:38:06 2012 Sun Feb 05 15:38:06 2012 Information (7) Registration complete!
Sun Feb 05 15:38:06 2012 Sun Feb 05 15:38:06 2012 Information (7) We registered with a DOCSIS 1.1 config file!
Sun Feb 05 15:38:06 2012 Sun Feb 05 15:38:06 2012 Information (7) Received a REG-RSP message from the CMTS...
Sun Feb 05 15:38:06 2012 Sun Feb 05 15:38:06 2012 Information (7) Sending a REG-REQ to the CMTS...
Sun Feb 05 15:38:06 2012 Sun Feb 05 15:38:06 2012 Information (7) CableModem SNMP configure complete
Sun Feb 05 15:38:06 2012 Sun Feb 05 15:38:06 2012 Information (7) IP init completed ok
Sun Feb 05 15:38:06 2012 Sun Feb 05 15:38:06 2012 Information (7) CableModem TFTP init ok
Sun Feb 05 15:38:06 2012 Sun Feb 05 15:38:06 2012 Information (7) CableModem DHCP client init ok
Sun Feb 05 15:38:06 2012 Sun Feb 05 15:38:06 2012 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Time Not Established Information (7) MAP w/initial maintenance region received
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) Beginning initial ranging...
Time Not Established Time Not Established Information (7) downstream time sync acquired...
Time Not Established Time Not Established Information (7) Downstream sync ok
Time Not Established Time Not Established Information (7) starting ds time sync acquisition...
Time Not Established Time Not Established Information (7) Locked on the downstream. Waiting for UCDs...
Time Not Established Time Not Established Information (7) Downstream lock ok
Time Not Established Time Not Established Information (7) Sync Start

And after clearing the log and restarting the modem it was:

Cable Modem Event Log
First Time Last Time Priority Description
Sun Feb 05 16:00:04 2012 Sun Feb 05 16:00:04 2012 Information (7) Received a UCD message!
Sun Feb 05 16:00:04 2012 Sun Feb 05 16:00:04 2012 Information (7) Locked on the downstream. Waiting for UCDs...
Sun Feb 05 16:00:04 2012 Sun Feb 05 16:00:04 2012 Information (7) Downstream lock ok
Sun Feb 05 16:00:03 2012 Sun Feb 05 16:00:03 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sun Feb 05 16:00:02 2012 Sun Feb 05 16:00:02 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sun Feb 05 16:00:02 2012 Sun Feb 05 16:00:02 2012 Information (7) DS channel override in cfg file, re-scanning downstream
Sun Feb 05 16:00:02 2012 Sun Feb 05 16:00:02 2012 Information (7) IP init completed ok
Sun Feb 05 16:00:02 2012 Sun Feb 05 16:00:02 2012 Information (7) CableModem TFTP init ok
Sun Feb 05 16:00:02 2012 Sun Feb 05 16:00:02 2012 Information (7) CableModem DHCP client init ok
Sun Feb 05 16:00:01 2012 Sun Feb 05 16:00:01 2012 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sun Feb 05 15:59:51 2012 Sun Feb 05 15:59:51 2012 Information (7) MAP w/initial maintenance region received
Sun Feb 05 15:59:47 2012 Sun Feb 05 15:59:47 2012 Critical (3) No Ranging Response received - T3 time-out
Sun Feb 05 15:59:47 2012 Sun Feb 05 15:59:47 2012 Information (7) MAP w/initial maintenance region received
Sun Feb 05 15:59:47 2012 Sun Feb 05 15:59:47 2012 Information (7) Downstream sync ok
Sun Feb 05 15:59:47 2012 Sun Feb 05 15:59:47 2012 Information (7) Beginning initial ranging...
Sun Feb 05 15:59:47 2012 Sun Feb 05 15:59:47 2012 Information (7) downstream time sync acquired...
Sun Feb 05 15:59:47 2012 Sun Feb 05 15:59:47 2012 Information (7) Downstream sync ok
Sun Feb 05 15:59:46 2012 Sun Feb 05 15:59:46 2012 Information (7) starting ds time sync acquisition...
Sun Feb 05 15:59:46 2012 Sun Feb 05 15:59:46 2012 Information (7) Received a UCD message!
Sun Feb 05 15:59:42 2012 Sun Feb 05 15:59:42 2012 Information (7) Locked on the downstream. Waiting for UCDs...
Sun Feb 05 15:59:42 2012 Sun Feb 05 15:59:42 2012 Information (7) Downstream lock ok
Sun Feb 05 15:59:42 2012 Sun Feb 05 15:59:42 2012 Information (7) DS channel override in rng-rsp, re-scanning downstream
Sun Feb 05 15:59:42 2012 Sun Feb 05 15:59:42 2012 Information (7) MAP w/initial maintenance region received
Sun Feb 05 15:59:37 2012 Sun Feb 05 15:59:37 2012 Critical (3) No Ranging Response received - T3 time-out
Sun Feb 05 15:59:37 2012 Sun Feb 05 15:59:37 2012 Information (7) MAP w/initial maintenance region received
Sun Feb 05 15:59:35 2012 Sun Feb 05 15:59:35 2012 Information (7) Downstream sync ok
Sun Feb 05 15:59:35 2012 Sun Feb 05 15:59:35 2012 Information (7) Beginning initial ranging...
Sun Feb 05 15:59:35 2012 Sun Feb 05 15:59:35 2012 Information (7) downstream time sync acquired...
Sun Feb 05 15:59:35 2012 Sun Feb 05 15:59:35 2012 Information (7) Downstream sync ok
Sun Feb 05 15:59:34 2012 Sun Feb 05 15:59:34 2012 Information (7) starting ds time sync acquisition...
Sun Feb 05 15:59:34 2012 Sun Feb 05 15:59:34 2012 Information (7) Received a UCD message!
Sun Feb 05 15:59:32 2012 Sun Feb 05 15:59:32 2012 Information (7) Locked on the downstream. Waiting for UCDs...

The modem is sitting with the "sync" light on and the "ready" light flashing, so clearly isn't connecting to the VM network...

I just called customer services, spoke to tech support in India and they tell me that it is because of maintenance and will be fixed by 28th MARCH!!!!

He couldn't answer me when I asked if I would have no internet until then... they are a joke that call centre...

I rang Virgin Media
Last edited by garmcqui; 05-02-2012 at 16:10.
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Old 05-02-2012, 17:17   #2
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Re: Can't connect (Acton)
that the indian call centres useless

you havea connection issue that prevent the modem connecting it has nothign to do with a fault which will be mroe to do with ultisation issues no fault that affects cusotmer connecting is that far away fora repair, unlesss there a fibre breach in which case it be over the news sites about it

phone and keep trying to get a uk operator once they scan yoru modem and listen to the ready light flashing you will geta tech booked, i suspect there beena docsis file config issue if you have tried to get changed to docsis 1.1 from 3
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Old 05-02-2012, 18:22   #3
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Re: Can't connect (Acton)
Thanks for replying. Just called back and they've booked a tech out for tomorrow evening, hopefully he'll be able to sort it.

I know what'll happen though, he'll want to swap my modem for a Superhub, which I don't want.

As for the docsis thing you mentioned, it's been working fine on docsis 1.1 for a week now, then today just suddenly wouldn't connect.
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Old 05-02-2012, 18:58   #4
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Re: Can't connect (Acton)
what are your power levels like? I had this happen to me last year and it was because my upstream power levels were too high and preventing me from getting a signal lock
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Old 05-02-2012, 19:03   #5
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Re: Can't connect (Acton)
Quote:
Originally Posted by General Maximus View Post
what are your power levels like? I had this happen to me last year and it was because my upstream power levels were too high and preventing me from getting a signal lock
probally is but the tech will need to fix it

---------- Post added at 19:03 ---------- Previous post was at 19:03 ----------

Quote:
Originally Posted by garmcqui View Post
Thanks for replying. Just called back and they've booked a tech out for tomorrow evening, hopefully he'll be able to sort it.

I know what'll happen though, he'll want to swap my modem for a Superhub, which I don't want.

As for the docsis thing you mentioned, it's been working fine on docsis 1.1 for a week now, then today just suddenly wouldn't connect.
unfortnally you will have to get one for the uplift unless you go down to 10mb im assuming for some daft reason yoru on 20mb not sure why i am
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Old 05-02-2012, 20:21   #6
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Re: Can't connect (Acton)
Yep i'm on 20mbps. Power levels are ok I think:

Downstream is 0.6dBmV, SNR is 39dB
Upstream is 31.5dBmV (I'm only ~20 feet from the cabinet, is this why this is low?)

The ready light is now steady, but I can't get anything out of it. Google won't even load, and this is with modem connected directly to PC (to eliminate a router fault).

When I look in error log, it's just cycling "Information (7) - SA map state machine started" and [B]"Error (4) - Map request retry timeout"[B].

Any idea what this means?
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Old 05-02-2012, 20:30   #7
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Re: Can't connect (Acton)
upstream is far to low that is the cause of you not really getting on line and the ready light flashing the tech will be need to fix it, you will fidn it might work off and on until he does dnt take the mdoem logs to mean much they report stuff that is weird but has no effect ont he connection

edit: distance shouldnt matter i think it mos tliekly be corruded tap or a issue at the headend in which case the tehc might get cancelled ie it affecting laods of cusotmer
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Old 05-02-2012, 20:37   #8
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Re: Can't connect (Acton)
Also you may as well get the superhub as you need it for your speed upgrade to 60Mb later this year.
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Old 05-02-2012, 20:43   #9
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Re: Can't connect (Acton)
I've had the superhub (had 2 actually) and it was a disaster. Not because of he superhub as such, but because it connects to the docsis 3 network, which is unusably congested in this area (see my previous threads). This is why I got switched back to using my old Ambit modem, which has been great until now.
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Old 05-02-2012, 20:57   #10
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Re: Can't connect (Acton)
the problem though is that I dont know if it is your modem which is solely responsible for upstream power levels because that is what you are sending back to the cabinet. If so, new shub it is.
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Old 06-02-2012, 08:10   #11
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Re: Can't connect (Acton)
if that's the case, I'm happy to give it a go, but if the service is the same as it was a few weeks ago with superhub, I'll be off to O2 broadband...
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Old 06-02-2012, 08:35   #12
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Re: Can't connect (Acton)
the problem is garmcqui unless you downgrade to 10mb or to 20mb when the upgrade happen you wont get online at all because your modem cant handle 60mb which is hte upgrade speed you would need a shb then or downgrade to the new medium broadband 20mb with small stm allowance and lower price and theabilty to stay off the docsis 3 network otherwise you might want ot look at 02 just now nad the mroe distant future will eb everyone is on docsis 3 network and with shub
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Old 06-02-2012, 11:58   #13
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Re: Can't connect (Acton)
but I'm vaguely hopeful that what VM are saying is true, and that when the upgrades come, they will sort out the over-utilisation issue in my local area.
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Old 06-02-2012, 12:26   #14
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Re: Can't connect (Acton)
Quote:
Originally Posted by garmcqui View Post
but I'm vaguely hopeful that what VM are saying is true, and that when the upgrades come, they will sort out the over-utilisation issue in my local area.
it is possible as teh upgrades should be giving more capicty but the big thing about eh shub and the now defunct vmng300 is it abilty to bond ds and us channels so once they deploy upstream bonding it will helpa lot with congestion, and when they go to 8 ds channel it will help a lot with speeds but that is less ofa problem it more the upostream bonding that is need to make it bette rbut i aint sure when that is getting deployed my guess would be later this year
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Old 06-02-2012, 16:43   #15
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Re: Can't connect (Acton)
well the double speeds are to happen in April.... i wait with baited breath...

Typical, I've just got home from work and the internet is working now. According to my Thinkbroadband graph, it seems to have started working again around 10pm last night:

Yesterday:


Today:


(Modem was plugged in at all times).

Tech's due between 4 and 7pm... I'll give it a while and check it stays working. Might ask him to have a look at my upstream power anyway...

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 1
Downstream Frequency : 330750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -1.0 dBmV
Downstream SNR : 39.1 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 22200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 33.0 dBmV
Upstream Mini-Slot Size : 2

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 20480000
Maximum Upstream Data Rate : 2080000
Maximum Upstream Channel Burst : 8160
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Enabled
Last edited by garmcqui; 06-02-2012 at 16:50.
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