Extreme Packetloss

[reyalz]

Well Hi, this is my first time on this forum, and basically I am having alot of packetloss with virgin media. My current setup is a silver NTL modem (I think it's the 220 model) which I got about 3/4 years ago now, a dlink router and 2 powerline plugs feeding the internet another PC in the house.

The packetloss occurs at all times of the day, but it's not existant for a good 10/15 minutes or so once I switch off my modem and router, and then it will start and get worse and worse until my internet seems to just D/C. I have only recently got these cisco powerline plugs, and the packetloss was never bad, so is it just coincidence that when I get these my modem has decided to go faulty?

Any help is appreciated, and sorry if I haven't left enough info.

[Graham M]

Is it definitely the modem causing the connection problems have you taken everything else out of the equation?

[reyalz]

Yeh, I've just plugged the modem directly into the PC and the problem was similar, thinking about it i've just answered my own question with that, I suppose I just wanted to confirm it and be 100% sure. Just didn't want to spend 80 pound on his powerline adapters to realise they are rubbish, as I was told they are as good as a normal wired connection

[aseriouscat]

151 to tech support will get you a new modem, good luck!

[Spitfire12]

VM are currently having Problems


http://status-cable.virginmedia.com/vmstatus/summary.do

[eth01]

VM are currently having Problems


http://status-cable.virginmedia.com/vmstatus/summary.do

not very informative and we don't actually know whether the OP's problem is anything to do with the network infrastructure. :)

[abbey4]

Please specify what speed your connection is on. There is no model 220 availabe for the ntl modems. Either it could be NTL 100, NTL 120, NTL 200, NTL 250 or NTL 255. As it is 3-4 years old it could either be NTL 100 or NTL 120 which are not compatible with 20 Meg connection.

[reyalz]

Sorry, my mistake, i was looking at the make of powerline adapters - its a 200 and im on 4 meg. Anyhow, I rang Virgin up and they tested the speed on my line and said it was extremely slow, and apparently the modem was causing it, so we shall see when it's here tomorrow

[whydoIneedatech]

Sorry, my mistake, i was looking at the make of powerline adapters - its a 200 and im on 4 meg. Anyhow, I rang Virgin up and they tested the speed on my line and said it was extremely slow, and apparently the modem was causing it, so we shall see when it's here tomorrow

Are the sending out an Engineer to replace it for you then?

[reyalz]

Are the sending out an Engineer to replace it for you then?

Nope, he said they would send me the modem and ill plug it in, and then to ring them up and they would do the rest there end.

[abbey4]

NTL 200 is capable of taking upto 20 meg speed. I think replacing the modem might not solve the problem.

[monkey2468]

NTL 200 is capable of taking upto 20 meg speed. I think replacing the modem might not solve the problem.
You can get packet loss when they are on the blink.... ;)

[whydoIneedatech]

Nope, he said they would send me the modem and ill plug it in, and then to ring them up and they would do the rest there end.
Well you are not going to get your replacement modem tomorrow then, as it can take up to 10 working days to arrive and the average is 3/5 working days.

I would say that just sending a replacement modem out is in all likelihood not going to fix the underlying problem, if the seemed to be a problem at your property then sending a engineer would probably have been a better course of action.

[reyalz]

Well you are not going to get your replacement modem tomorrow then, as it can take up to 10 working days to arrive and the average is 3/5 working days.

I would say that just sending a replacement modem out is in all likelihood not going to fix the underlying problem, if the seemed to be a problem at your property then sending a engineer would probably have been a better course of action.

I missed the courier on Friday afternoon, so it will be here tomorrow. Anyhow, we shall soon see, if it doesnt fix it then i'll be giving them another ring.

[whydoIneedatech]

I missed the courier on Friday afternoon, so it will be here tomorrow. Anyhow, we shall soon see, if it doesnt fix it then i'll be giving them another ring.

From the way you posted it sounded like you had just ordered it.

When you receive it you will need to call Quickstart on 0800 953 9500 to get it registered onto your account, do not ring Tech Support as they will just tell you to call that number.

[reyalz]

From the way you posted it sounded like you had just ordered it.

When you receive it you will need to call Quickstart on 0800 953 9500 to get it registered onto your account, do not ring Tech Support as they will just tell you to call that number.

Ahh thanks, just out of interest, when I turn my modem off for say 20 minutes, my connection is fine for about the same time. Would this not rule out a problem with the line itself?

[whydoIneedatech]

Ahh thanks, just out of interest, when I turn my modem off for say 20 minutes, my connection is fine for about the same time. Would this not rule out a problem with the line itself?

No because I have not run any tests on your line, and it could just be a faulty modem overheating.

----------------------------------------------------------------------------
Post what modem you have and your power levels from your config pages of your modem. The should be a sticker on the bottom saying what model.

Open a browser and in the address bar put> 192.168.100.1 password and username are both root if required.

DO NOT POST YOUR MAC ADDRESS OR SERIAL NUMBER

[reyalz]

No because I have not run any tests on your line, and it could just be a faulty modem overheating.

----------------------------------------------------------------------------
Post what modem you have and your power levels from your config pages of your modem. The should be a sticker on the bottom saying what model.

Open a browser and in the address bar put> 192.168.100.1 password and username are both root if required.

DO NOT POST YOUR MAC ADDRESS OR SERIAL NUMBER

The modem is the 200 model / Downstream Receive Power Level : 0.2 dBmV

Type : Ambit ETH/USB Combo Cable Modem Cable modem : Ambit Cable Modem
MAC address : IP address : 10.217.215.124
Serial number : Board ID : E08C004.00.00_EU03
Software version : 2.67.1016 Hardware version : 1.15
Boot Code version : 3.13.2 Web Based Configuration Pages version : 1.0.2
USB AdaptorName : USB Cable Modem USB MAC address :
USB vendor ID : 0bb2 USB product ID : 6098

-

Downstream Lock : Locked
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Interleave Depth : 32
Downstream Receive Power Level : 0.2 dBmV
Downstream SNR : 29.5 dB

[moaningmags]

When you receive it you will need to call Quickstart on 0800 953 9500 to get it registered onto your account, do not ring Tech Support as they will just tell you to call that number.

If it's an SRO, Quick Start won't touch it.

Call tech, they'll add it and swap service over to new modem.

'Downstream SNR : 29.5 dB'

Your SNR is borderline and if it's dipping below 29 this will be causing your packet loss. This is usually resolved by a tech visit, but replacing the modem will help if the modem is faulty.

Mags

[whydoIneedatech]

The modem is the 200 model / Downstream Receive Power Level : 0.2 dBmV

Type : Ambit ETH/USB Combo Cable Modem Cable modem : Ambit Cable Modem
MAC address : IP address : 10.217.215.124
Serial number : Board ID : E08C004.00.00_EU03
Software version : 2.67.1016 Hardware version : 1.15
Boot Code version : 3.13.2 Web Based Configuration Pages version : 1.0.2
USB AdaptorName : USB Cable Modem USB MAC address :
USB vendor ID : 0bb2 USB product ID : 6098

-

Downstream Lock : Locked
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Interleave Depth : 32
Downstream Receive Power Level : 0.2 dBmV
Downstream SNR : 29.5 dB

As you are on the EX-NTL network your SNR is fine unless it gets down to 26dB unlike the EX-Telewest network level of 29dB.

[reyalz]

Looks like they can't do it today, due to whatever reasons ;D

[whydoIneedatech]

Looks like they can't do it today, due to whatever reasons ;D

The was Major Upgrade work today on the Provisioning platform, therefore many customers are required to callback tomorrow.

[reyalz]

All looks ok atm, seems the modem was actually faulty

[whydoIneedatech]

All looks ok atm, seems the modem was actually faulty

Good to see your problems solved.