Ready Light Flashing in Welwyn Garden City

[bitesnap]

Hi,

Yesterday morning I turned on the modem and my ready light was flashing very fast. Came home to find no change in the evening.

After trying repeatedly to get through to support and being cut off every time before reaching the queue, I turned around to find the light was steady and the internet was working.

Tuned on again this morning to find the same problem. Logs says DHCP failed etc.

Any ideas? Support is useless as I keep getting cut off and nobody to tell!

[Mick Fisher]

Tried rebooting it?

You can report faults via the newsgroup: virginmedia.support.broadband.cable

[bitesnap]

Yeah I've tried rebooting lots of times. The Sync light is steady but the ready light is flashing.

:(

[Mayhem]

Yes same for me mate, also in Welwyn Garden City (AL7)

I called support this am, put on hold for about 15 mins (unacceptable) and finally spoke to a lovely Indian gent (couldn't understand a word) who tried to blame my PC (as seems to be part of the script). Said he'd send an Engineer out for the 16th!!!!! 10 DAYS!!!!!! Now totally p'd off and thinking of getting a BT line I managed to calm myself down.
I work from home a lot and cannot afford to be without the internet for 10 days without an explanation. Lukily my neighbour let me use his wireless connection so I could get my emails and perhaps a bit of work done without travelling into the office.

Anyway, he called me back at about 11:30am and told me there was a problem in our area and it should be sorted this afternoon at about 2 or 3pm.

I'm sorry, I know there are people who work for Virginmedia who use these forums and yes they appear to be very helpful but when you ring customer services and speak to someone thousands of miles away who clearly doesn't have a clue about IT and whose only advice seems to be the old classic "switch it off and back on again" I'm sure you can understand why people think Virginmedia's normal customer support route stinks like Ghandi's flip flop. (I work in software development so I'm not a total PC noob)

So please, can anyone at Virgin please give us an update?

If this helps:
Cable Modem Status
Item Status Comments
Acquire a Downstream Channel 323000000 Hz Locked
Connectivity State In Progress Ranging Complete
Boot State In Progress Waiting for DHCP Offer

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 72
Downstream Frequency : 323000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 5.2 dBmV
Downstream SNR : 39.0 dB


Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 47400000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 46.5 dBmV
Upstream Mini-Slot Size : 2


Cable Modem Operation Configuration
Network Access : Denied
Maximum Downstream Data Rate : --
Maximum Upstream Data Rate : --
Maximum Upstream Channel Burst : --
Maximum Number of CPEs : -1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Enabled


First Time Last Time Priority Description
Time Not Established Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
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
Fri Nov 06 13:25:59 2009 Fri Nov 06 13:25:59 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) DHCP FAILED - Request sent, No response
Time Not Established Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 13:15:24 2009 Fri Nov 06 13:15:24 2009 Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 13:12:03 2009 Fri Nov 06 13:12:03 2009 Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 13:08:54 2009 Fri Nov 06 13:08:54 2009 Critical (3) No Ranging Response received - T3 time-out
Fri Nov 06 13:08:40 2009 Fri Nov 06 13:08:40 2009 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Fri Nov 06 13:08:29 2009 Fri Nov 06 13:08:29 2009 Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 13:05:09 2009 Fri Nov 06 13:05:09 2009 Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 13:08:47 2009 Fri Nov 06 13:08:47 2009 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Fri Nov 06 13:01:33 2009 Fri Nov 06 13:01:33 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Fri Nov 06 13:01:01 2009 Fri Nov 06 13:01:01 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Fri Nov 06 13:00:25 2009 Fri Nov 06 13:00:25 2009 Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 12:57:09 2009 Fri Nov 06 12:57:09 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Fri Nov 06 12:57:01 2009 Fri Nov 06 12:57:01 2009 Critical (3) No Ranging Response received - T3 time-out
Fri Nov 06 12:56:57 2009 Fri Nov 06 12:56:57 2009 Critical (3) No Ranging Response received - T3 time-out
Fri Nov 06 12:56:51 2009 Fri Nov 06 12:56:51 2009 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Fri Nov 06 12:56:48 2009 Fri Nov 06 12:56:48 2009 Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 12:53:35 2009 Fri Nov 06 12:53:35 2009 Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 12:50:17 2009 Fri Nov 06 12:50:17 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Fri Nov 06 12:50:09 2009 Fri Nov 06 12:50:09 2009 Critical (3) No Ranging Response received - T3 time-out
Fri Nov 06 12:50:03 2009 Fri Nov 06 12:50:03 2009 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...

---------- Post added at 14:17 ---------- Previous post was at 13:57 ----------

Oh and I can't find a ticket number for this online either...

[Welshchris]

Mayhem there is currently a thread on this by people over the UK...

http://www.cableforum.co.uk/board/12/33657470-people-affected-modem-ready-light-going-page-9.html

[Ignitionnet]

Don't throw another completely different issue into the mix please and don't suggest the issues are connected, as myself and others have mentioned there are many different issues present in that thread and none of them, including yourself, have posted any evidence matching the above symptoms.

[Welshchris]

yawwwwnnn!

[Ignitionnet]

I just searched for the string 'DHCP FAILED - Discover sent, no offer received' - last match was from 30th September. No posts from the thread you linked, or for that matter any of your posts in this forum in the past year at least contain that string.

And no it's not 'yawn', there's no point in wasting people's time having them post in a thread which will get them nowhere or making them think there is 'currently a thread on this by people over the UK...' - that is simply not the case.

Whatever is wrong is specific to their area. Disinformation isn't going to help them.

[Welshchris]

yawwwwnnnn!

[MovedGoalPosts]

If you have nothing constructive to say, then don't bother posting. The team are getting rather tired of certain members chasing each other around the forum bickering amongst each other like little children.

[Mayhem]

Please don't close this because of the last few comments, it'd be nice to know what the issue is.

WelshChris - I've seen that thread and ignored it, it's not relevant to this issue.
My broadband was working fine on Thursday at around 18:30 but when I tried it again at 23:30 on Thursday it was down and the ready light was continuosly flashing. It's been the same ever since.

Broadbandings - thanks for the reply, any suggestion as to what may be at fault and how long it's likely to take to repair?

[chris26engwales]

Yes same for me mate, also in Welwyn Garden City (AL7)

I called support this am, put on hold for about 15 mins (unacceptable) and finally spoke to a lovely Indian gent (couldn't understand a word) who tried to blame my PC (as seems to be part of the script). Said he'd send an Engineer out for the 16th!!!!! 10 DAYS!!!!!! Now totally p'd off and thinking of getting a BT line I managed to calm myself down.
I work from home a lot and cannot afford to be without the internet for 10 days without an explanation. Lukily my neighbour let me use his wireless connection so I could get my emails and perhaps a bit of work done without travelling into the office.

Anyway, he called me back at about 11:30am and told me there was a problem in our area and it should be sorted this afternoon at about 2 or 3pm.

I'm sorry, I know there are people who work for Virginmedia who use these forums and yes they appear to be very helpful but when you ring customer services and speak to someone thousands of miles away who clearly doesn't have a clue about IT and whose only advice seems to be the old classic "switch it off and back on again" I'm sure you can understand why people think Virginmedia's normal customer support route stinks like Ghandi's flip flop. (I work in software development so I'm not a total PC noob)

So please, can anyone at Virgin please give us an update?

If this helps:
Cable Modem Status
Item Status Comments
Acquire a Downstream Channel 323000000 Hz Locked
Connectivity State In Progress Ranging Complete
Boot State In Progress Waiting for DHCP Offer

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 72
Downstream Frequency : 323000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 5.2 dBmV
Downstream SNR : 39.0 dB


Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 47400000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 46.5 dBmV
Upstream Mini-Slot Size : 2


Cable Modem Operation Configuration
Network Access : Denied
Maximum Downstream Data Rate : --
Maximum Upstream Data Rate : --
Maximum Upstream Channel Burst : --
Maximum Number of CPEs : -1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Enabled


First Time Last Time Priority Description
Time Not Established Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
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
Fri Nov 06 13:25:59 2009 Fri Nov 06 13:25:59 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established Critical (3) DHCP FAILED - Request sent, No response
Time Not Established Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 13:15:24 2009 Fri Nov 06 13:15:24 2009 Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 13:12:03 2009 Fri Nov 06 13:12:03 2009 Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 13:08:54 2009 Fri Nov 06 13:08:54 2009 Critical (3) No Ranging Response received - T3 time-out
Fri Nov 06 13:08:40 2009 Fri Nov 06 13:08:40 2009 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Fri Nov 06 13:08:29 2009 Fri Nov 06 13:08:29 2009 Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 13:05:09 2009 Fri Nov 06 13:05:09 2009 Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 13:08:47 2009 Fri Nov 06 13:08:47 2009 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Fri Nov 06 13:01:33 2009 Fri Nov 06 13:01:33 2009 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Fri Nov 06 13:01:01 2009 Fri Nov 06 13:01:01 2009 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Fri Nov 06 13:00:25 2009 Fri Nov 06 13:00:25 2009 Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 12:57:09 2009 Fri Nov 06 12:57:09 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Fri Nov 06 12:57:01 2009 Fri Nov 06 12:57:01 2009 Critical (3) No Ranging Response received - T3 time-out
Fri Nov 06 12:56:57 2009 Fri Nov 06 12:56:57 2009 Critical (3) No Ranging Response received - T3 time-out
Fri Nov 06 12:56:51 2009 Fri Nov 06 12:56:51 2009 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Fri Nov 06 12:56:48 2009 Fri Nov 06 12:56:48 2009 Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 12:53:35 2009 Fri Nov 06 12:53:35 2009 Critical (3) DHCP FAILED - Discover sent, no offer received
Fri Nov 06 12:50:17 2009 Fri Nov 06 12:50:17 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Fri Nov 06 12:50:09 2009 Fri Nov 06 12:50:09 2009 Critical (3) No Ranging Response received - T3 time-out
Fri Nov 06 12:50:03 2009 Fri Nov 06 12:50:03 2009 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...

---------- Post added at 14:17 ---------- Previous post was at 13:57 ----------

Oh and I can't find a ticket number for this online either...

My dad has had these DHCP failures and waiting for DHCP offer a few times when the problem occured with his but not everytime and when he has rang tech support he is told that its either a router problem or that the operating system has a corruption. It does the same thing with my laptop instead of his pc and it even does the same when his router isnt plugged in.

[Welshchris]

Similar what they told me about my installation Chris. I even bought a new hard disk to do a fresh install of windows onto and proved the fact it wasnt a installation corruption on windows itself.

[Chris]

Mayhem there is currently a thread on this by people over the UK...

http://www.cableforum.co.uk/board/12/33657470-people-affected-modem-ready-light-going-page-9.html

That thread is a pointless waste of everyone's time. Comparing modem ready light faults around the UK will not get you, or anyone else, anywhere.

I have now closed that thread.

[Welshchris]

Please don't close this because of the last few comments, it'd be nice to know what the issue is.

WelshChris - I've seen that thread and ignored it, it's not relevant to this issue.
My broadband was working fine on Thursday at around 18:30 but when I tried it again at 23:30 on Thursday it was down and the ready light was continuosly flashing. It's been the same ever since.

Broadbandings - thanks for the reply, any suggestion as to what may be at fault and how long it's likely to take to repair?

When the engineer comes out he will do tests and he will proberbly change the modem. This in some cases does fix the issue not because the issue is with the modem but the fact it kicks u off the BSR onto older UBR platform if its the same issue with the BSR config issue some are having but may not be in this case.

What u could try doing is loggin the times and dates of each time it happens, i was finding that it was happening on certain times all the time at one point for example for over a week where i was getting reboots all the time it suddenly changed to i was only getting them between midday and 1pm and this could help them track down any issues on the network as they can look to see whats happening around that time on the network to ur modem to see if theres any power fluctuations etc that might cause any sort of issues.

[Ignitionnet]

Please don't close this because of the last few comments, it'd be nice to know what the issue is.

WelshChris - I've seen that thread and ignored it, it's not relevant to this issue.
My broadband was working fine on Thursday at around 18:30 but when I tried it again at 23:30 on Thursday it was down and the ready light was continuosly flashing. It's been the same ever since.

Broadbandings - thanks for the reply, any suggestion as to what may be at fault and how long it's likely to take to repair?

Hi,

It's weird actually. I'm not sure what your issue is, what's in the logs is easy enough to read your modem is dropping offline and then when it comes back isn't getting an IP address from Virgin's servers so the cycle repeats again.

There should be an outage posted on the service status pages for this if affecting all customers as would be a wide service outage.

Piece of string question regrettably.

[bitesnap]

Still got the same problems over 3 days now. Called support who said there is an issue in my local area since yesterday, but this has been happening for 3 days now.

The trouble is if I unplug the modem (accidently did last night out of habbit), it takes 5-6 hours to lock. When it does lock the ready light flashes slow green.

Need to get the bottom of the issue ASAP. Any ideas people?

My log says exactly the same as the other poster!

[caph]

Hmmm, I just got a similar problem tonight (Nottingham area). Ready light flashing and similar events in the event log - SYNC Timing Synchronization failure - Failed to acquire QAM, No Maintenance Broadcasts for Ranging opportunities received, No Ranging Response received - T3 time-out. I got the same DHCP warning but no DHCP failure. It seems I lost sync for some reason. I'm guessing the UBR just dropped my connection and I dropped off the network.

Fortunately a reboot fixed it. It's not happened for months and months though so I'm mentally preparing myself for the worst...

[Ignitionnet]

caph - the DHCP 'warning' about invalid non-critical yadda yadda isn't a problem at all, what happened to you sounds like an HFC event.

Perhaps fortunately for you not related to the Hertfordshire issue.

[Mayhem]

Well it came back on earlier today, no engineer visit and no contact from VM.
Guess I'll never know the cause or get an apology, I never did find anything about the service outage on their website but there ya go. Typical VM, never admit liability.

I'm just sick of hearing the same excuses everytime I call to report a problem. Are you listening VM - STOP BLAMING YOUR CUSTOMERS EQUIPMENT BEFORE YOU'VE EVEN BOTHERED TO DIAGNOSE IT.

There's nothing wrong with either my desktop or my laptop and certainly not my Netgear router either. I know how to configure my gear, I do it for my job, I work for communications services company and if I treated our customers in the same patronising way some of your staff have treated me, well I'd be looking for a new job for a start.

AND FYI I ALREADY TRIED REBOOTING IT SEVERAL TIMES BEFORE I EVEN EFFIN' CALLED YOU.

Bring customer services back to the UK and get some competent staff.

[Ignitionnet]

Hope you feel better Mayhem and I know what you are saying, sadly the same with any large ISP. Due to largely dealing with customers with a low level of technical competence support are largely possessed of a low level of technical competence.

[The PIT]

Ah so you mean bring the level of tech support down to the lowest common denominator.

Got to admit you guys have got me worried as I'm upgrading or downgrading to 50mb service from 20mb.

Thank god for ukonline and dual wan modems.

six months of free none working broadband again ???????