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View Full Version : nw3 (camden) 50 meg upstream wont lock :(


toufas
04-06-2009, 23:18
woke up this morning only to find that my precious connection did not work. a technician actually came on the same day to check it, he did some work outside, replaced the modem but nothing :(
now i was told to wait till the technician goes on the box in the area to fix it as its their end (or something like that)
the problem is....how can i know when it will be fixed?
edit: its been fine for ~2 months.

toufas
05-06-2009, 20:05
it was on before a while for few minutes then back off :(
i am gonna cry :(

MovedGoalPosts
05-06-2009, 20:26
If it's still failing a day after the tech has visited you, contact faults to see what they have to say. Their systems might be indicating it's fixed :erm:

Peter_
05-06-2009, 20:34
What happens to modem lights when you lose connection exactly please.

-------------------------------------------------
Pleas also post your power levels click here http://192.168.100.1/

What I want you to post is all the Downstream power levels including the rxMER/SNR and the Upstream power level for me thanks.

DO NOT POST YOUR MAC ADDRESS OR SERIAL NUMBER

toufas
05-06-2009, 20:44
Acquired Downstream Channel 306.999878 MHz Primary Downstream Locked
Ranged Upstream Channel 37.504002 MHz N/A
Provisioning State In Progress Ranging In Progress
Ethernet Link Status Up 100 Mbps/Full duplex




Cable Modem Downstream
DS-1 DS-2 DS-3 DS-4
Frequency 307000000 N/A N/A N/A
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y N/N/N N/N/N N/N/N
Channel Id 31 N/A N/A N/A
Modulation 256QAM N/A N/A N/A
Symbol Rate
(Msym/sec) 6.952 N/A N/A N/A
Interleave Depth I=12
J=17 N/A N/A N/A
Power Level
(dBmV) 1.62 N/A N/A N/A
RxMER
(dB) 34.77 N/A N/A N/A
Correctable
Codewords 33 N/A N/A N/A
Uncorrectable
Codewords 308 N/A N/A N/A


Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type 1.0 N/A N/A N/A
Channel ID 2 N/A N/A N/A
Frequency
(Hz) 37504000 N/A N/A N/A
Ranging Status N/A N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 2560 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 21.18 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 26 0 0 0
T4 Timeouts 0 0 0 0




modem lights have been like this:
first one that i think means ready is off, downstream is on, blinking upstream and the rest on like normal.

i called them again this morning and they said nothing like the tech guy said that nobody else has any problems in the area. the modem was replaced, and the old one was working fine as in 6:30 am yesterday, i woke up around 9 to find it not working. another 2meg modem and tv are working fine and they have been coexisting with the 50 meg (20 megs before) just fine so far.

MovedGoalPosts
05-06-2009, 20:51
You have a 2 meg modem and a 50 meg modem :confused: That shouldn't be possible.

toufas
05-06-2009, 20:53
its my flatmates connection that i am using at the moment.

Peter_
05-06-2009, 20:54
Cable Modem Downstream
Power Level
(dBmV) 1.62 N/A N/A N/A
RxMER
(dB) 34.77 N/A N/A N/A



So you have only a single Downstream not 3 as normal ( 4 some areas )


Cable Modem Upstream
Power Level
(dBmV) 21.18 N/A N/A N/A

Your Upstream is way to low.

So they have basically done nothing , not even booked you another engineer, I would ring up tomorrow morning after 0800 and you should get a 50Mb dedicated customer service representative who will run checks on your connection, you could try tonight and may be lucky.

If they fob you off ring 150 from a Virgin phone or 0845 454 1111 from any other phone and wait for the option of leaving us and speak to Retentions tomorrow.

toufas
05-06-2009, 20:56
its back on again this is with the modem working:
Acquired Downstream Channel 306.998413 MHz Primary Downstream Locked
Ranged Upstream Channel 37.504002 MHz Success
Provisioning State OK Operational
Ethernet Link Status Up 100 Mbps/Full duplex


DS-1 DS-2 DS-3 DS-4
Frequency 307000000 299000000 315000000 N/A
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y N/N/N
Channel Id 31 30 32 N/A
Modulation 256QAM 256QAM 256QAM N/A
Symbol Rate
(Msym/sec) 6.952 6.952 6.952 N/A
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 N/A
Power Level
(dBmV) 1.32 1.98 1.86 N/A
RxMER
(dB) 34.48 34.21 34.63 N/A
Correctable
Codewords 764 986 460 N/A
Uncorrectable
Codewords 300 280 276 N/A


Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type 1.0 N/A N/A N/A
Channel ID 3 N/A N/A N/A
Frequency
(Hz) 37504000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 2560 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 37.25 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 131 0 0 0
T4 Timeouts 0 0 0 0

---------- Post added at 19:56 ---------- Previous post was at 19:55 ----------

So you have only a single Downstream not 3 as normal ( 4 some areas )


Your Upstream is way to low.

So they have basically done nothing , not even booked you another engineer, I would ring up tomorrow morning after 0800 and you should get a 50Mb dedicated customer service representative who will run checks on your connection, you could try tonight and may be lucky.

If they fob you off ring 150 from a Virgin phone or 0845 454 1111 from any other phone and wait for the option of leaving us and speak to Retentions tomorrow.

forgot to add that when i called them again this morning i spoke to someone from another call center that obviously was reading from a script (probably overseas) then i was transfered to the uk dept and i think it was the 50meg customer service. they booked another engineer for me on tuesday which i can cancel on monday if i want.


the engineer yesterday said that there are probably new installations in the area and they didnt boost the signal enough in order to support them. he spoke to someone that said he was gonna do it either yesterday or today. i really hope it stays on now :D

MovedGoalPosts
05-06-2009, 20:57
its my flatmates connection that i am using at the moment.

So you both have your own separate accounts?

Peter_
05-06-2009, 20:59
It is not locking on correctly as all levels are spot on again, the is a definite issue there.

---------- Post added at 19:59 ---------- Previous post was at 19:57 ----------



forgot to add that when i called them again this morning i spoke to someone from another call center that obviously was reading from a script (probably overseas) then i was transfered to the uk dept and i think it was the 50meg customer service. they booked another engineer for me on tuesday which i can cancel on monday if i want.


the engineer yesterday said that there are probably new installations in the area and they didnt boost the signal enough in order to support them. he spoke to someone that said he was gonna do it either yesterday or today. i really hope it stays on now :D
If it does go off call tomorrow morning as I said above after 0800.

toufas
05-06-2009, 21:01
So you both have your own separate accounts?
yes of course. i just want a connection that works and is in my control and he just wants to watch iplayer and youtube :P
It is not locking on correctly as all levels are spot on again, the is a definite issue there.
anything i can do over the weekend if the issue goes or anything i can do at all except waiting for the engineer on tuesday?

they told me this morning that the modem was not responding on their end (same like yesterday with the old modem)

Peter_
05-06-2009, 21:24
yes of course. i just want a connection that works and is in my control and he just wants to watch iplayer and youtube :P

anything i can do over the weekend if the issue goes or anything i can do at all except waiting for the engineer on tuesday?

they told me this morning that the modem was not responding on their end (same like yesterday with the old modem)
At least you have an engineer coming, all you can do is reboot and watch the lights on the modem till then, at least you have internet access.