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View Full Version : Continual Outages all yesterday and today

StevenJMUK
09-09-2008, 17:54
My internet has been cutting out all yesterday and today. I'm in the Thurrock area of Essex. Anyone else having problems?

---------- Post added at 17:54 ---------- Previous post was at 17:33 ----------

I've just had to restart my modem again for the umpteenth time. Arghh!
whydoIneedatech
09-09-2008, 19:24
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.

What I want you to post is the Downstream and the Upstream plus what model the modem is for me thanks.

DO NOT POST YOUR MAC ADDRESS OR SERIAL NUMBER
StevenJMUK
09-09-2008, 21:28
WebSTAR DPX100
Hardware Version
2.1

Software Version
1.0.5 r1.1.3 (cm.update.bin)

Receive Power Level
5.91 dBmV

Transmit Power Level
50.00 dBmV

Cable Modem Status
operational

(http://www.speedtest.net/)
Dowload Speed 2429 kb/s
Upload Speed 460 kb/s

It hasn't completely cut out for a couple of hours now.
whydoIneedatech
09-09-2008, 22:10
That is a rather old modem and is well due for replacement, call Tech Support and let them know about the issues you are having they should send out a replacement for you.

What is the frequency in the modem, it should be either 331000000 or 339000000 with no variation from this.
StevenJMUK
09-09-2008, 22:37
It is old, it's never been changed.

Downstream
Downstream Status
Operational

Channel ID
3

Downstream Frequency
331250000 Hz

Modulation
QAM256

Bit Rate
10240000 bps

Power Level
6.06 dBmV

Signal to Noise Ratio
31 dB

Upstream
Upstream Status
Operational

Channel ID
1

Upstream Frequency
25800000 Hz

Bit Rate
512000 bps

Power Level
50.00 dBmV
whydoIneedatech
09-09-2008, 22:45
It is old, it's never been changed.

Downstream
Downstream Status
Operational

Channel ID
3

Downstream Frequency
331250000 Hz

Modulation
QAM256

Bit Rate
10240000 bps

Power Level
6.06 dBmV

Signal to Noise Ratio
31 dB

Upstream
Upstream Status
Operational

Channel ID
1

Upstream Frequency
25800000 Hz

Bit Rate
512000 bps

Power Level
50.00 dBmV
As I expected your Downstream frequency is out on your modem as highlighted above it should be 331000000 not 331250000 that will cause problems, it can be reset but will drift off again, you need to call Tech Support to report this.

I can see you are on 10 meg and the modem will be struggling to give you your speed as well. All the power levels are fine but the frequency is not, call the number below.

----------------------------------------------------------------------------
Tech Support is open 24/7 on the numbers below.

For help with your TV or Phone and for Broadband Technical Support:

Call Product Support/Faults on 151 option 3 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.
---------------------------------------------------------------------------
StevenJMUK
10-09-2008, 00:46
Will do. Thanks for your help.
r00t
10-09-2008, 01:01
A quick fix mate. Click the link and you will get a popup telling you " set successfully"
Close the message box and your modem will reboot and lock on to the correct frequency, this should help until your new modem turns up.

http://192.168.100.1/gscan.cgi?freq=0