Installation Problem

[maximx86]

Hi,

I had v broadband and tv installed on 4th January. However since then I have no Internet. I was assured by the bloke who was installing it that everything would be up and running if I just connect the router to my laptop. I connected three different laptops in last 3 weeks and no result. Spent also 70 quid on calling Virgin Support. Again, no result.

I do not know if it's worth mentioning but I got no CD. I do not even know if I need it to complete the installation. The bloke wasn't very talkative...

I can ping the router, I get IP from DHCP, but that's all.
I logged on to the router as root and checked the Event Log. Every log is critical.

Cable Modem Event Log
First Time  Last Time  Counts  Level  ID  Text
Time Not Established  Time Not Established   10  Critical(3)  82000200 No Ranging Response received - T3 time-out
Time Not Established  Time Not Established   1  Critical(3)  82000300 Init RANGING Critical Ranging Request Retries exhausted
Time Not Established  Time Not Established   17  Critical(3)  82000200 No Ranging Response received - T3 time-out
Time Not Established  Time Not Established   1  Critical(3)  82000300 Init RANGING Critical Ranging Request Retries exhausted
Time Not Established  Time Not Established   17  Critical(3)  82000200 No Ranging Response received - T3 time-out
Time Not Established  Time Not Established   1  Critical(3)  82000300 Init RANGING Critical Ranging Request Retries exhausted
Time Not Established  Time Not Established   17  Critical(3)  82000200 No Ranging Response received - T3 time-out
Time Not Established  Time Not Established   1  Critical(3)  82000300 Init RANGING Critical Ranging Request Retries exhausted
Time Not Established  Time Not Established   17  Critical(3)  82000200 No Ranging Response received - T3 time-out
Time Not Established  Time Not Established   1  Critical(3)  82000300 Init RANGING Critical Ranging Request Retries exhausted
Time Not Established  Time Not Established   17  Critical(3)  82000200 No Ranging Response received - T3 time-out

Some more information about the router:

Cable Modem Information
Cable Modem : Euro-DOCSIS 1.0/1.1/2.0 Compliant
MAC Address : 00:14:a4:cb:30:81
Serial Number : 0014A4CB3081
Boot Code Version : 2.1.6d
Software Version : 2.94.1010
Hardware Version : 1.19

Cable Modem Downstream
Downstream Lock :  Locked
Downstream Channel Id :  0
Downstream Frequency :  586750000 Hz
Downstream Modulation :  QAM64
Downstream Symbol Rate :  6952 Ksym/sec
Downstream Interleave Depth :  taps12Increment17
Downstream Receive Power Level :  -21.6 dBmV
Downstream SNR :  19.9 dB
 
Cable Modem Upstream
Upstream Lock :  Not Locked
Upstream Channel ID :  2
Upstream Frequency :  22200000 Hz
Upstream Modulation :  QPSK
Upstream Symbol Rate :  2560 Ksym/sec
Upstream transmit Power Level :  42.0 dBmV
Upstream Mini-Slot Size :  2

If anyone encountered sth like this or know what those logs mean I would really appreciate it.

Many thanks,

[Jonnymeg]

OK first off do you have the 'sync' and 'ready' lights lit on the modem. They should be solid and not flashing.
If they are not solid you need a tech to put it right. It will be because your signal is -21.6 db. It shouldn't be below -10 really.

If they are locked then you need to hook the computer up directly to the modem and forget the router for a while.
With it connected go to your web browser and type in ' activation.virginmedia.com ' OR ' https://autoreg.autoregister.net ' and follow the on screen activation instruction.

You do not need a CD but you do need a pin number which you should have either from a letter or the install tech.

[hairy_mick]

that power level is well out also your snr is out you need a tec out to sort that out you will also get your money back for calls as the job is not to spec.

[maximx86]

Hi,

Thanks for helping me. The lights 'sync' and 'ready' keep blinking... Is it the modem fault? I cannot get through to Technical Support by phone. Is there any email address I can contact them?

Many thanks

[Jonnymeg]

Originally Posted by maximx86

Hi,

Thanks for helping me. The lights 'sync' and 'ready' keep blinking... Is it the modem fault? I cannot get through to Technical Support by phone. Is there any email address I can contact them?

Many thanks

No the modem will be fine, it is your signal levels. the signal is way too low. You need a tech to sort this out.