Yet More modem resets

[Welshchris]

Since the docsis 3.0 upgrades my upstream powerlevel has been highter, where it used to sit at between 45 -48 now its between 51 and 54 and when it hits 54 i get modem resets like this morning. When the modem resets it wont even reconnect i have to manually unplug and reset myself.

Here is the log and current powerlevels since the reset.

Downstream Lock : Locked
Downstream Channel Id : 137
Downstream Frequency : 315000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 5.5 dBmV
Downstream SNR : 39.6 dB

Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 47400000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 51.0 dBmV
Upstream Mini-Slot Size : 2


Sat Aug 08 03:56:15 2009 Sat Aug 08 03:56:15 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sat Aug 08 03:56:04 2009 Sat Aug 08 03:56:04 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sat Aug 08 03:55:45 2009 Sat Aug 08 03:55:45 2009 Critical (3) No Ranging Response received - T3 time-out
Sat Aug 08 03:55:44 2009 Sat Aug 08 03:55:44 2009 Critical (3) No Ranging Response received - T3 time-out
Sat Aug 08 03:55:38 2009 Sat Aug 08 03:55:38 2009 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Sat Aug 08 03:55:37 2009 Sat Aug 08 03:55:37 2009 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Sat Aug 08 03:55:37 2009 Sat Aug 08 03:55:37 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 08 03:55:34 2009 Sat Aug 08 03:55:34 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 08 03:55:34 2009 Sat Aug 08 03:55:34 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 08 03:55:34 2009 Sat Aug 08 03:55:34 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 08 03:55:34 2009 Sat Aug 08 03:55:34 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync

[Axegrinder]

Downstream power levels fine, keep an eye on the upstream power though as with QAM16 it shouldnt go over 55dbmv.

[Welshchris]

Axegrinder this is the problem i have, according to second line support logs its hit 59 dbmv in the past and when the modem does reset from time to time its always over 55dbmv and although they are aware they havnt done anything to fix it.

---------- Post added at 12:31 ---------- Previous post was at 12:19 ----------

it reset again at 10:16am

Sat Aug 08 09:16:21 2009 Sat Aug 08 09:16:21 2009 Information (7) Downstream sync ok
Sat Aug 08 09:16:21 2009 Sat Aug 08 09:16:21 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Aug 08 09:16:21 2009 Sat Aug 08 09:16:21 2009 Information (7) Downstream sync ok
Sat Aug 08 09:16:20 2009 Sat Aug 08 09:16:20 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 08 09:16:20 2009 Sat Aug 08 09:16:20 2009 Information (7) Downstream sync failed
Sat Aug 08 09:16:08 2009 Sat Aug 08 09:16:08 2009 Information (7) Downstream sync ok
Sat Aug 08 09:16:08 2009 Sat Aug 08 09:16:08 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Aug 08 09:16:08 2009 Sat Aug 08 09:16:08 2009 Information (7) Downstream sync ok
Sat Aug 08 09:16:07 2009 Sat Aug 08 09:16:07 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 08 09:16:07 2009 Sat Aug 08 09:16:07 2009 Information (7) Downstream sync failed
Sat Aug 08 09:15:50 2009 Sat Aug 08 09:15:50 2009 Information (7) Downstream sync ok
Sat Aug 08 09:15:50 2009 Sat Aug 08 09:15:50 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Aug 08 09:15:50 2009 Sat Aug 08 09:15:50 2009 Information (7) Downstream sync ok
Sat Aug 08 09:15:50 2009 Sat Aug 08 09:15:50 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 08 09:15:50 2009 Sat Aug 08 09:15:50 2009 Information (7) Downstream sync failed
Sat Aug 08 09:15:49 2009 Sat Aug 08 09:15:49 2009 Information (7) Downstream sync ok
Sat Aug 08 09:15:49 2009 Sat Aug 08 09:15:49 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Aug 08 09:15:49 2009 Sat Aug 08 09:15:49 2009 Information (7) Downstream sync ok
Sat Aug 08 09:15:49 2009 Sat Aug 08 09:15:49 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 08 09:15:49 2009 Sat Aug 08 09:15:49 2009 Information (7) Downstream sync failed
Sat Aug 08 09:15:49 2009 Sat Aug 08 09:15:49 2009 Information (7) Downstream sync ok
Sat Aug 08 09:15:49 2009 Sat Aug 08 09:15:49 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Aug 08 09:15:49 2009 Sat Aug 08 09:15:49 2009 Information (7) Downstream sync ok
Sat Aug 08 09:15:48 2009 Sat Aug 08 09:15:48 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 08 09:15:48 2009 Sat Aug 08 09:15:48 2009 Information (7) Downstream sync failed
Sat Aug 08 09:15:44 2009 Sat Aug 08 09:15:44 2009 Information (7) Downstream sync ok
Sat Aug 08 09:15:44 2009 Sat Aug 08 09:15:44 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Aug 08 09:15:44 2009 Sat Aug 08 09:15:44 2009 Information (7) Downstream sync ok
Sat Aug 08 09:15:44 2009 Sat Aug 08 09:15:44 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 08 09:15:44 2009 Sat Aug 08 09:15:44 2009 Information (7) Downstream sync failed
Sat Aug 08 09:15:43 2009 Sat Aug 08 09:15:43 2009 Information (7) Downstream sync ok
Sat Aug 08 09:15:43 2009 Sat Aug 08 09:15:43 2009 Information (7) locked and synced to rescue CMTS...all is well!


Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 47400000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 52.5 dBmV
Upstream Mini-Slot Size : 2

Downstream Lock : Locked
Downstream Channel Id : 137
Downstream Frequency : 315000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 4.2 dBmV
Downstream SNR : 39.4 dB

[PaulH225]

I just had a tech out (he literally left 10 mins ago) who sorted mine. Your upstream power levels are about where mine were, I'd suggest calling support and they should spot it and arrange a visit. I'm on 50Mb, called up the dedicated support number on Thursday night, the guy checked the modem levels and said the upstream power level was too high and arranged a visit for today. Absolutely perfect now (touch wood!). Engineer said that I was on the old taps and he's moved me over to the new ones which apparently should have been done when I got installed.

---------- Post added at 12:49 ---------- Previous post was at 12:47 ----------

Just to add, I did see a similar increase in the upstream power level before I got upgraded to 50Mb which I think co-incided with the change to QAM256/QAM16. Never caused me a problem on 20Mb though.

[xocemp]

Chris, turn off your modem.
Call 151, tell them your RDY light is flashing and your upstream power is at 61.
You'll have a tech booked for you ;)



Faults on 151 option 2 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.

[Welshchris]

Again after reporting it and saying they will look into the problem i am getting modem resets and its now on a daily basis and second line support claim its due to fluctuations in my upstream signal ranging from 50dbmv to 59dbmv yet they are not helping. They know that my upstream has risen from 45-48dbmv since the docsis 3 upgrades and they havnt even offered to send out a tech.

Current Modem levels.
Downstream Lock : Locked
Downstream Channel Id : 137
Downstream Frequency : 315000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 5.2 dBmV
Downstream SNR : 39.9 dB

Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 47400000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 50.8 dBmV
Upstream Mini-Slot Size : 2


MODEM LOG
Sat Aug 15 23:32:34 2009 Sat Aug 15 23:32:34 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sat Aug 15 23:20:10 2009 Sat Aug 15 23:20:10 2009 Information (7) Downstream sync ok
Sat Aug 15 23:20:10 2009 Sat Aug 15 23:20:10 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Aug 15 23:20:10 2009 Sat Aug 15 23:20:10 2009 Information (7) Downstream sync ok
Sat Aug 15 23:20:10 2009 Sat Aug 15 23:20:10 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 15 23:20:10 2009 Sat Aug 15 23:20:10 2009 Information (7) Downstream sync failed
Sat Aug 15 23:20:10 2009 Sat Aug 15 23:20:10 2009 Information (7) Downstream sync ok
Sat Aug 15 23:20:09 2009 Sat Aug 15 23:20:09 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Aug 15 23:20:09 2009 Sat Aug 15 23:20:09 2009 Information (7) Downstream sync ok
Sat Aug 15 23:20:08 2009 Sat Aug 15 23:20:08 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 15 23:20:08 2009 Sat Aug 15 23:20:08 2009 Information (7) Downstream sync failed
Sat Aug 15 23:13:03 2009 Sat Aug 15 23:13:03 2009 Information (7) Downstream sync ok
Sat Aug 15 23:13:03 2009 Sat Aug 15 23:13:03 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Aug 15 23:13:03 2009 Sat Aug 15 23:13:03 2009 Information (7) Downstream sync ok
Sat Aug 15 23:13:03 2009 Sat Aug 15 23:13:03 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 15 23:13:03 2009 Sat Aug 15 23:13:03 2009 Information (7) Downstream sync failed
Sat Aug 15 23:13:03 2009 Sat Aug 15 23:13:03 2009 Information (7) Downstream sync ok
Sat Aug 15 23:13:02 2009 Sat Aug 15 23:13:02 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Aug 15 23:13:02 2009 Sat Aug 15 23:13:02 2009 Information (7) Downstream sync ok
Sat Aug 15 23:13:02 2009 Sat Aug 15 23:13:02 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 15 23:13:02 2009 Sat Aug 15 23:13:02 2009 Information (7) Downstream sync failed
Sat Aug 15 23:12:41 2009 Sat Aug 15 23:12:41 2009 Information (7) Downstream sync ok
Sat Aug 15 23:12:41 2009 Sat Aug 15 23:12:41 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Aug 15 23:12:41 2009 Sat Aug 15 23:12:41 2009 Information (7) Downstream sync ok
Sat Aug 15 23:12:41 2009 Sat Aug 15 23:12:41 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 15 23:12:41 2009 Sat Aug 15 23:12:41 2009 Information (7) Downstream sync failed
Sat Aug 15 23:12:40 2009 Sat Aug 15 23:12:40 2009 Information (7) Downstream sync ok
Sat Aug 15 23:12:40 2009 Sat Aug 15 23:12:40 2009 Information (7) locked and synced to rescue CMTS...all is well!
Sat Aug 15 23:12:40 2009 Sat Aug 15 23:12:40 2009 Information (7) Downstream sync ok
Sat Aug 15 23:12:40 2009 Sat Aug 15 23:12:40 2009 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sat Aug 15 23:12:40 2009 Sat Aug 15 23:12:40 2009 Information (7) Downstream sync failed
Sat Aug 15 22:54:51 2009 Sat Aug 15 22:54:51 2009 Information (7) Downstream sync ok