My Connection is Dead - G11 Glasgow

[zerolight]

Hi Guys,

Got up this AM to find that I can't get a proper connection to the net today. Tried re-booting the router and modem a couple of times as I've been having this problem a couple of times a week for a month or so now. This time it didn't help.

I called up VM and the guy checked my modem and said all was fine, my connection was up, and that there were no issues as far as he could see on my modem or line. He asked me to disconnect from the router and connect the modem directly to my computer.

As I was about to do this there was some drama outside with my car that I had to deal with, and then I had to head off to work, so I promised to do this tonight.

However, after resolving issues outside I came back in and hooked the modem directly to the computer, recycled the modem, and got a good IP address (I think it was 88.something, certainly not a 169). Anyway, it's the same story, the line seems to be either dead, or exceptionally, painfully, 10 minutes to open Google, slow.

When I was going through the router, the router complained about DHCP issues, and my Mac, Thinkpad, iPod, and Xbox360 couldn't get a connection.

In summary- I have 50mb broadband. I've been having intermittent connection issues for a while. All 5 lights are on, and three of them seem to flicker as they should. I appear to get an IP address. However I cannot reach any websites. I'm not using any third party DNS. The problem doesn't go away when connecting directly to the router. I'm in the office right now so can't do any further testing.

The VM agent said that there were no issues in my area - though there is something in G33, but that's nowhere near me, and he said wasn't related.

Could the problem be in my modem? Is it the line? Or is it something on the VM side? Please help - I'm supposed to be working from home tomorrow, which isn't going to happen with no internet. I don't really want to have to wait until tonight for a chat with someone either, so was hoping one of the VM guys that frequent this site might be able to take a look at my connection?

Thanks,

Graham

---------- Post added at 09:58 ---------- Previous post was at 09:47 ----------

My wife gave me the following Modem details over the phone...

Upstream Channel ID : 3
Upstream Frequency : 47400000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 58.21 dBmV
Upstream Mini-Slot Size : 2


Downstream Channel Id : 1,2,3,4
Downstream Frequency : 299000000 Hz (DS1), 307000000, 315000000, 323000000
Downstream Modulation : QAM256 Downstream Symbol Rate : 6952 Ksym/sec
Downstream Receive Power Level : -2.07, -2.21, -3.37, -4.50 dBmV
SNR : 37.36, 37.94, 37.36, 37.09 dB

[Rankrotten]

Same here Glasgow G14

[zerolight]

Ooh. Sounds like an issue at our exchange then...

[Rankrotten]

I think we are both served by the Broomhill UBR so that would seem to be the culprit. Not had a chance to phone VM techs yet as I'm heading out the door to do a quick job but I will be on to them later in the afternoon if its still down.

[zerolight]

Cheers.

I look fwd to hearing how you get on.

[Peter_]

Upstream transmit Power Level : 58.21 dBmV

Upstream power to high you need to contact the 50Mb Support Team on 0800 052 0431.

[zerolight]

Thanks for that Moldova. They checked the modem again, and yes, the power level is too high.

Unfortunately they can't get me an engineer tomorrow - which is a shame as I really needed to work from home tomorrow - Thu was the best he could do. Which would have been fine, but I'm away from home Thu, Fri, Mon - so we're looking at Tuesday afternoon.

What do they actually have to do in order to adjust the modem power anyway?

[Rankrotten]

It will be down until 2228 this evening. The VM tech did not have any further details on his system but they are probably doing some work on our local network just now.

[zerolight]

So looks like I have two problems then?

Internet down for other reasons.

Intermittent connection problems because my upstream too high.

[Rankrotten]

I wouldn't worry about your power levels at the moment as they are working on our UBR which may lead to strange readings as the service is down. My power levels are also high right now but are bang on the money at all other times.

Hopefully all will be fine later on this evening

[Rankrotten]

Bah, its still down. So much for Virgin's exact 2228 fix time. Are we the only two 50MB customers in the area?

[Peter_]

Bah, its still down. So much for Virgin's exact 2228 fix time. Are we the only two 50MB customers in the area?
The times are only Estimated and computer generated and no agent should tell you that it will be fixed by that time all they should say is that it is an estimate only.