Ping is alright but no Web connection

[Latticer]

:mad: I have no web connection - it just stopped working while using google mail. It has not been working for four days.

I have tried simple things such as rebooting the computer, unplugging the modem, waiting etc.
I am now connected directly to the modem via ethernet.

I have tried running the ntl "broadband medic" software but that just agrees that, yes, I have set up everything correctly on my computer and no, I have no connection to the web.
I have the complete report in a word document as printed screen (it will not let me
copy the report to the clipboard).

The virgin broadband fault line does not know of any problems around the Cambridge area.
(how can I let them know without being charged 25p/min???)

My web browser displays the modem settings correctly when I type 192.168.100.1.

My ntl:250 modem shows steady green lights for power, enet, sync, ready - so supposedly it connects to the internet. On the windows XP "DOS" command line I can ask it to ping www.google.com (http://www.google.com) and it comes back, resolving the web address to an IP address correctly. However, if I go to a less well known address it does not resolve the ip address. I also cannot ftp my ntlworld webspace using FTP on the "DOS" command line interface.

I have attached the output of my modem - the cable modem event log says there were weird events on the 22nd of November - which is since when the web has stopped working.

To make sure it is not a virus attack I have also tried to reset my computer to its state one month ago by using Acronis disc image software - the web still doesn't work.

One can also see the modem Power levels - they are not optimum but should be alright.

Any help is welcome.






Cable Modem Information Cable Modem : DOCSIS 1.0/1.1/2.0 Compliant MAC Address : <REMOVED by Jefferson T> Serial Number : <REMOVEDby Jefferson T> Boot Code Version : 3.1.6d Software Version : 2.94.1014 Hardware Version : 1.19

Cable Modem Status
Item Status Comments
Acquire a Downstream Channel 402750000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 50
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 12.8 dBmV
Downstream SNR : 43.3 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 34000000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 45.5 dBmV
Upstream Mini-Slot Size : 2

Cable Modem Upstream Burst
Req Init Maint Per Maint Short Data Long Data
(1) (3) (4) (5) (6)
Modulation Type QPSK QPSK QPSK QPSK QPSK
Differential Encoding Off Off Off Off Off
Preamble Length 64 128 128 100 80
Preamble Value Offset 396 6 6 396 396
FEC Error Correction (T) 0 5 5 3 9
FEC Codeword Information Bytes (k) 16 34 34 78 232
Scrambler Seed 338 338 338 338 338
Maximum Burst Size 0 0 0 35 254
Guard Time Size 8 48 48 25 134
Last Codeword Length Fixed Fixed Fixed Short Short
Scrambler on/off On On On On On

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 10240000
Maximum Upstream Data Rate : 64000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled


Cable Modem Event Log

First Time Last Time Priority Description
Thu Nov 22 20:42:26 2007 Thu Nov 22 20:42:26 2007 Information (7) The s/w filename specified in the config file is the same as ...
Thu Nov 22 20:42:26 2007 Thu Nov 22 20:42:26 2007 Information (7) A software upgrade filename was specified in the config file.
Thu Nov 22 20:42:26 2007 Thu Nov 22 20:42:26 2007 Information (7) Registration complete!
Thu Nov 22 20:42:26 2007 Thu Nov 22 20:42:26 2007 Information (7) We registered with a DOCSIS 1.0 config file!
Thu Nov 22 20:42:26 2007 Thu Nov 22 20:42:26 2007 Information (7) Received a REG-RSP message from the CMTS...
Thu Nov 22 20:42:25 2007 Thu Nov 22 20:42:25 2007 Information (7) Sending a REG-REQ to the CMTS...
Thu Nov 22 20:42:25 2007 Thu Nov 22 20:42:25 2007 Information (7) CableModem SNMP configure complete
Thu Nov 22 20:42:23 2007 Thu Nov 22 20:42:23 2007 Information (7) IP init completed ok
Thu Nov 22 20:42:23 2007 Thu Nov 22 20:42:23 2007 Information (7) CableModem TFTP init ok
Time Not Established Time Not Established Error (4) ToD request sent- No Response received
Time Not Established Time Not Established Information (7) CableModem DHCP client init ok
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
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
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sun Nov 18 17:08:58 2007 Sun Nov 18 17:08:58 2007 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Fri Nov 09 13:49:36 2007 Fri Nov 09 13:49:36 2007 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Fri Nov 09 01:20:11 2007 Fri Nov 09 01:20:11 2007 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Fri Nov 09 01:19:55 2007 Fri Nov 09 01:19:55 2007 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Sat Nov 03 14:50:42 2007 Sat Nov 03 14:50:42 2007 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC S...
Tue Oct 30 14:41:22 2007 Tue Oct 30 14:41:22 2007 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Oct 29 23:44:37 2007 Mon Oct 29 23:44:37 2007 Critical (3) DHCP WARNING - Non-critical field invalid in response.

I've removed your MAC from this post - Best not to post that info on a public forum - Jefferson T

[Ernie_C]

Some more detail might be useful if you would like some help or are you just having a winge for your first post.

Welcome.

[Graham M]

Some more detail might be useful if you would like some help or are you just having a winge for your first post.

Welcome.

That enough? :)

[Latticer]

Hi, Sorry, this is my very first post. I have added some more information after I obviously had published my title by mistake.

Please let me know what more info you need.

[flowrebmit]

Looks like you may have been hit by VM's anti-cloning profile?

If the VM 250 & 255 modems have the same log entries then your log appears to be missing one line between the 2nd and 3rd entry in the log, which I think would show that you have been permitted to use the VM network. As that line is missing you are not permitted to use the VM network. Of course, I could be entirely wrong in my theory.

BTW you should probably put xx's in place of your modem MAC address.

[Nedkelly]

The modem has been taken off the system as the max downstream is that of a unreg modem :)

[flowrebmit]

Unreg modem as in cloner?

[Latticer]

:shrug:
Thanks for the replies - Does anybody have an idea which path of getting in touch with Virgin Media is most effective to have my modem "allowed" back in the system?

And also : is there a way of editing a message once it is published?:(

[Nedkelly]

There has been some legit modems which have gone of the system .Tell them that the modem has been taken off the system
Maximum Downstream Data Rate : 10240000
Maximum Upstream Data Rate : 64000

As i said before the modem is not reg as this is the config for a unreg modem good luck:)

[Latticer]

:angel: Thanks very much guys !!!!
Within 9min and 30s my internet was working again.
One of the two DHCP servers had gone wrong.
Somehow the wrong postcode had been registered.

I had to ring the tech support (25p/min), 09062121111,
but they say they will refund it all plus the time I was offline.

Cheers, again, really useful !!:)

[Nedkelly]

Glad to hear its sorted :)