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View Full Version : High upstream power level and the VM customer support


jtz
23-12-2009, 17:46
Hi Guys,


ive been a L broadband user for almost 2 years now and I've never had big problems with it. This morning situation changed; my modem seems to be connected, but.. not really. Can't connect to anywhere.

Rebooting the modem helps for 10-15 minutes, then goes down again.

I've spoken to Customer service, rebooted modem, computer, removed the router out of the way (Linksys WRT54GL) but no result.

I can't seem to be able to convince the customer service that something is wrong; they keep telling me to reboot the modem and call back if I have more problems. :erm:

My levels from the modem:

Upstream Lock : Locked
Upstream Channel ID : 2
Upstream Frequency : 22200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 61.0 dBmV
Upstream Mini-Slot Size : 2


Downstream Lock : Locked
Downstream Channel Id : 4
Downstream Frequency : 403000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : -3.0 dBmV
Downstream SNR : 32.2 dB




From what i've seen, the upstream power level seems high ?

How can i convey that message to customer support? I've tried, believe me... sigh

john

brundles
23-12-2009, 17:59
Those upstream power levels are through the roof. The 61dBmV is the modems upper limit - hence it keeps rebooting.

I've had this problem twice over the years. The second time CS said it was all down to the modem (an old SB4100 which bottled it at 58 instead of 61) and refused to budge until they'd sent a new modem (actually they said it was caused by my wireless router which was also responsible for loss of upstream signal from the V+ box, but that's another story!).

If you post the same information on the support newsgroups they'll book you a tech out to suit so you can get it fixed.

jtz
23-12-2009, 18:03
what is the newsgroups server i should use? never really needed to use it :)

Cheers

Ignitionnet
23-12-2009, 18:04
I note your downstream power is low too, can you just check the connections in your home and make sure they are all nice and tight?

The server is news.virginmedia.com the newsgroup is virginmedia.support.broadband.cable

jtz
23-12-2009, 18:24
All connections tight, modem hasn't been moved for ages.

However... I've seen the virgin truck and the guys messing about with the box with amps on my street this morning, coincidentally, that's when my problems started :P

I've posted to the newsgroups, we'll see what happens.

jtz
23-12-2009, 20:30
well, apparently everyone is booked till the 28th... great, no good connection through Christmas :(

fake edit: modem just went poopoo again, interestingly:

- upstream power level climbs up to 61dBmV while modem still works
- then it shows dropping to 48 dBmV
- it seems to be connected, but all IP communication stops, i.e. can't connect to anything, including the modem at http://192.168.100.1, etc
- reboot it manually and it's fine :(

brundles
23-12-2009, 20:43
If you're getting a tech on Monday, I reckon you're doing pretty well given the bank holidays over Christmas! It's frustrating, but at least the end is in sight - this one should be pretty easy to fix.

Peter_
23-12-2009, 22:47
The SLA for engineers are next day plus 24 hours excluding Bank holidays and Weekends so if you have engineer booked for Monday 28th you are doing well.

Most slots are now Tuesday 29th onwards.

brundles
23-12-2009, 23:41
Is that a new SLA Moldova? Although I've not needed a tech for a while, that's a much quicker turnaround time than I ever remember. Definitely not complaining, but just curious!

Peter_
23-12-2009, 23:54
Is that a new SLA Moldova? Although I've not needed a tech for a while, that's a much quicker turnaround time than I ever remember. Definitely not complaining, but just curious!
No that has always been the SLA and is a requirement of the OFCOM regulations for residential customers.

brundles
23-12-2009, 23:55
Coo - well I never knew that :). I'll be filing that one away for future reference!

Peter_
23-12-2009, 23:56
Coo - well I never knew that :). I'll be filing that one away for future reference!
Remember that weekends and bank holidays are not taken into account in the SLA.

jtz
23-12-2009, 23:58
well its been 4hours since the last disconnect.. i think i can make it to monday :)

thanks for the news tip guys, they respond there pretty quick, i didnt even know they used it :) it's all fancy forums and websites now... :)

joglynne
24-12-2009, 11:02
well its been 4hours since the last disconnect.. i think i can make it to monday :)

thanks for the news tip guys, they respond there pretty quick, i didnt even know they used it :) it's all fancy forums and websites now... :)

I would always try to sort out a problem using the 151 faults lines first ... got to keep our guys employed .... but it's well worth for anyone who hasn't done so to consider setting up the VM news groups before you get to the hair tearing out stage.

Being able to deal directly with UK 2nd line techs and get a written reply can be very useful when you are having difficulties getting through to one of the beautiful UK faults staff by phone. :)

You may not have a problem at the moment with your BB, TV or phone but, when you do have a problem, it's handy to be able check on status problems, maintenance schedules and whether there are other customers posting a similar problem before you try ringing the faults line.

http://help.virginmedia.com/system/selfservice.controller?CMD=BROWSE_TOPIC&EXPANDED_TOPIC_TREE_NODES=+1200+1201+1198+1206+120 7+1208+1202+1234+&VM_CUSTOMER_TYPE=Cable&BROWSE_FILTER_TAG=&TOPIC_ID=1234&TOPIC_TYPE=0&STARTING_ID=0&TOPIC_NAME=Newsgroups&PARENT_TOPIC_ID=1198&PARENT_TOPIC_TYPE=0&SOURCE_FORM=BROWSE_TOPIC&TOPIC_HIERARCHY=1234&TOP_LEVEL_TOPIC=1198&SIDE_LINK_TOPIC_ID=1198&SIDE_LINK_SUB_TOPIC_ID=1234&USERTYPE=1&CONFIGURATION=1002&PARTITION_ID=1&TIMEZONE_OFFSET=

jtz
25-12-2009, 11:13
so, in some magic way, the power levels came down:

Downstream Lock : Locked
Downstream Channel Id : 5
Downstream Frequency : 330750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 5.5 dBmV
Downstream SNR : 37.8 dB

Upstream Lock : Locked
Upstream Channel ID : 3
Upstream Frequency : 25800000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 47.5 dBmV
Upstream Mini-Slot Size : 2



How can that be on its own ? I havent seen any virgin people messing about.

Welshchris
25-12-2009, 11:14
could have been a network fault.

jtz
25-12-2009, 12:08
well, here's to hoping that it will stay online until Monday :)

Merry Xmas.

Sephiroth
25-12-2009, 13:10
well, here's to hoping that it will stay online until Monday :)

Merry Xmas.
Welshchris is prolly right. The cable modem is obliged to step up to 61 dBmv in order to try and push through its request to the serving CMTS. If there's maintenance on your segment of the network (like an engineer in the street box) or if a (now repaired) fault in the CMTS then the behaviou you have seen is explained.

I really don't think yiur modem is a problem.

jtz
25-12-2009, 13:12
Might be, now that I posted that I hope that it will stay up, it's crusing up steadily up to 58 dBmV again :)


edit: I'm not saying it definately is the modem, but whatever the cause is, is causing me issues :) so hopefully it will get fixed monday.

Sephiroth
25-12-2009, 18:18
jtz

Please would you pst the full event log?

Thanks

jtz
25-12-2009, 20:21
Here comes the log :

(modem has been fine for the last .. 12 hours ? upstream signal going up and down, between as low as 45dB and 61dB).



First Time Last Time Priority Description
Thu Dec 24 23:38:58 2009 Thu Dec 24 23:38:58 2009 Information (7) Downstream sync ok
Thu Dec 24 23:38:58 2009 Thu Dec 24 23:38:58 2009 Information (7) locked and synced to rescue CMTS...all is well!
Thu Dec 24 23:38:58 2009 Thu Dec 24 23:38:58 2009 Information (7) Downstream sync ok
Thu Dec 24 23:38:57 2009 Thu Dec 24 23:38:57 2009 Information (7) Locked on the rescue CMTS ds. try to re-acquire ds sync...
Thu Dec 24 23:38:57 2009 Thu Dec 24 23:38:57 2009 Information (7) Downstream lock ok
Thu Dec 24 23:38:56 2009 Thu Dec 24 23:38:56 2009 Information (7) Downstream lock failed
Thu Dec 24 23:38:56 2009 Thu Dec 24 23:38:56 2009 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Thu Dec 24 23:38:55 2009 Thu Dec 24 23:38:55 2009 Information (7) Downstream lock failed
Thu Dec 24 23:38:33 2009 Thu Dec 24 23:38:33 2009 Information (7) Downstream sync ok
Thu Dec 24 23:38:33 2009 Thu Dec 24 23:38:33 2009 Information (7) locked and synced to rescue CMTS...all is well!
Thu Dec 24 23:38:33 2009 Thu Dec 24 23:38:33 2009 Information (7) Downstream sync ok
Thu Dec 24 23:38:32 2009 Thu Dec 24 23:38:32 2009 Information (7) Locked on the rescue CMTS ds. try to re-acquire ds sync...
Thu Dec 24 23:38:32 2009 Thu Dec 24 23:38:32 2009 Information (7) Downstream lock ok
Thu Dec 24 23:38:31 2009 Thu Dec 24 23:38:31 2009 Information (7) Downstream lock failed
Thu Dec 24 23:38:09 2009 Thu Dec 24 23:38:09 2009 Information (7) The s/w filename specified in the config file is the same as ...
Thu Dec 24 23:38:09 2009 Thu Dec 24 23:38:09 2009 Information (7) A software upgrade filename was specified in the config file.
Thu Dec 24 23:38:09 2009 Thu Dec 24 23:38:09 2009 Information (7) Authorized
Thu Dec 24 23:38:09 2009 Thu Dec 24 23:38:09 2009 Information (7) Registration complete!
Thu Dec 24 23:38:09 2009 Thu Dec 24 23:38:09 2009 Information (7) We registered with a DOCSIS 1.0 config file!
Thu Dec 24 23:38:09 2009 Thu Dec 24 23:38:09 2009 Information (7) Received a REG-RSP message from the CMTS...
Thu Dec 24 23:38:09 2009 Thu Dec 24 23:38:09 2009 Information (7) Sending a REG-REQ to the CMTS...
Thu Dec 24 23:38:09 2009 Thu Dec 24 23:38:09 2009 Information (7) CableModem SNMP configure complete
Thu Dec 24 23:38:08 2009 Thu Dec 24 23:38:08 2009 Information (7) IP init completed ok
Thu Dec 24 23:38:08 2009 Thu Dec 24 23:38:08 2009 Information (7) CableModem TFTP init ok
Thu Dec 24 23:38:08 2009 Thu Dec 24 23:38:08 2009 Information (7) CableModem DHCP client init ok
Thu Dec 24 23:38:08 2009 Thu Dec 24 23:38:08 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Thu Dec 24 23:38:03 2009 Thu Dec 24 23:38:03 2009 Critical (3) No Ranging Response received - T3 time-out
Thu Dec 24 23:38:03 2009 Thu Dec 24 23:38:03 2009 Information (7) MAP w/initial maintenance region received
Thu Dec 24 23:38:02 2009 Thu Dec 24 23:38:02 2009 Information (7) Downstream sync ok
Thu Dec 24 23:38:02 2009 Thu Dec 24 23:38:02 2009 Information (7) Beginning initial ranging...
Thu Dec 24 23:38:02 2009 Thu Dec 24 23:38:02 2009 Information (7) downstream time sync acquired...
Thu Dec 24 23:38:02 2009 Thu Dec 24 23:38:02 2009 Information (7) Downstream sync ok

Sephiroth
25-12-2009, 21:14
@ jtz

Well you had a disturbed few minutes yestersay evening when the modem hit 61. There aren't any other pointers in there, unfortunately. I ws hoping to see T3 events followed by a T4 event but that's not shown in the event log.

So you'll need an engineer who'll no doubt change the modem (don't let him go till you've checked the levels yourself) and if the upstream voltage is still climbing he'll need to get the netwrok analyst to look at it.

jtz
25-12-2009, 22:27
thank you for the advice. Modem holding now, but as it has shown, it's a pretty random thing. I'll make sure to point it out to the tech on monday.

Cheers!

Peter_
25-12-2009, 22:34
@ jtz

Well you had a disturbed few minutes yestersay evening when the modem hit 61. There aren't any other pointers in there, unfortunately. I ws hoping to see T3 events followed by a T4 event but that's not shown in the event log.

So you'll need an engineer who'll no doubt change the modem (don't let him go till you've checked the levels yourself) and if the upstream voltage is still climbing he'll need to get the netwrok analyst to look at it.
You do not see T3's or T4's in a standard modem only the 50Mb modem shows them, they still occur but are not logged.

Sephiroth
25-12-2009, 22:57
Thanks for the facts Moldova.

So I stand by my engineer suggestion to jtz.

Peter_
25-12-2009, 22:58
Thanks for the facts Moldova.

So I stand by my engineer suggestion to jtz.
It is a pity as we can see them with our equipment but they do not show in the logs.

jtz
31-12-2009, 13:26
Well, the tech visited and of course, all was fine.

But, here we go again.. modem disconnecting every half an hour or so.

Downstream Lock : Locked
Downstream Channel Id : 4
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 2.5 dBmV
Downstream SNR : 39.5 dB


Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 29200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 49.5 dBmV
Upstream Mini-Slot Size : 2



Growing really tired of this.. any ideas? or should i get a visit again ? By which time it will undoubtfully "fix" itself again..

Sephiroth
31-12-2009, 14:10
Can we see the event log please? Also the CMTS detail (please remove your customer number & any IP address) obtained from the CONNECTION link at the top.

Cheers

Peter_
31-12-2009, 14:10
Well, the tech visited and of course, all was fine.

But, here we go again.. modem disconnecting every half an hour or so.

Downstream Lock : Locked
Downstream Channel Id : 4
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 2.5 dBmV
Downstream SNR : 39.5 dB


Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 29200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 49.5 dBmV
Upstream Mini-Slot Size : 2



Growing really tired of this.. any ideas? or should i get a visit again ? By which time it will undoubtfully "fix" itself again..
The is no problem with your power levels they are as good as it gets.

When you lose connection do any of the lights change on the modem.

If you have a router try a direct connection.

jtz
31-12-2009, 14:18
Don't get me wrong, I didnt mean to sound bitter.

The lights changing = the Ready starts to blink, connection drops, then gets re-established.

I thought 2.5dBmV is a tad low for the downstream ?





Thu Dec 31 12:18:34 2009 Thu Dec 31 12:18:34 2009 Information (7) Downstream sync ok
Thu Dec 31 12:18:34 2009 Thu Dec 31 12:18:34 2009 Information (7) locked and synced to rescue CMTS...all is well!
Thu Dec 31 12:18:34 2009 Thu Dec 31 12:18:34 2009 Information (7) Downstream sync ok
Thu Dec 31 12:18:31 2009 Thu Dec 31 12:18:31 2009 Information (7) Locked on the rescue CMTS ds. try to re-acquire ds sync...
Thu Dec 31 12:18:31 2009 Thu Dec 31 12:18:31 2009 Information (7) Downstream lock ok
Thu Dec 31 12:18:29 2009 Thu Dec 31 12:18:29 2009 Information (7) Downstream lock failed
Thu Dec 31 12:18:24 2009 Thu Dec 31 12:18:24 2009 Information (7) The s/w filename specified in the config file is the same as ...
Thu Dec 31 12:18:24 2009 Thu Dec 31 12:18:24 2009 Information (7) A software upgrade filename was specified in the config file.
Thu Dec 31 12:18:24 2009 Thu Dec 31 12:18:24 2009 Information (7) Authorized
Thu Dec 31 12:18:24 2009 Thu Dec 31 12:18:24 2009 Information (7) Registration complete!
Thu Dec 31 12:18:24 2009 Thu Dec 31 12:18:24 2009 Information (7) We registered with a DOCSIS 1.0 config file!
Thu Dec 31 12:18:24 2009 Thu Dec 31 12:18:24 2009 Information (7) Received a REG-RSP message from the CMTS...
Thu Dec 31 12:18:23 2009 Thu Dec 31 12:18:23 2009 Information (7) Sending a REG-REQ to the CMTS...
Thu Dec 31 12:18:23 2009 Thu Dec 31 12:18:23 2009 Information (7) CableModem SNMP configure complete
Thu Dec 31 12:18:23 2009 Thu Dec 31 12:18:23 2009 Information (7) IP init completed ok
Thu Dec 31 12:18:23 2009 Thu Dec 31 12:18:23 2009 Information (7) CableModem TFTP init ok
Thu Dec 31 12:18:23 2009 Thu Dec 31 12:18:23 2009 Information (7) CableModem DHCP client init ok
Thu Dec 31 12:18:23 2009 Thu Dec 31 12:18:23 2009 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Thu Dec 31 12:18:15 2009 Thu Dec 31 12:18:15 2009 Information (7) MAP w/initial maintenance region received
Thu Dec 31 12:18:15 2009 Thu Dec 31 12:18:15 2009 Critical (3) No Ranging Response received - T3 time-out
Thu Dec 31 12:18:15 2009 Thu Dec 31 12:18:15 2009 Information (7) MAP w/initial maintenance region received
Thu Dec 31 12:18:15 2009 Thu Dec 31 12:18:15 2009 Critical (3) No Ranging Response received - T3 time-out
Thu Dec 31 12:18:15 2009 Thu Dec 31 12:18:15 2009 Information (7) MAP w/initial maintenance region received
Thu Dec 31 12:18:14 2009 Thu Dec 31 12:18:14 2009 Information (7) Downstream sync ok
Thu Dec 31 12:18:14 2009 Thu Dec 31 12:18:14 2009 Information (7) Beginning initial ranging...
Thu Dec 31 12:18:14 2009 Thu Dec 31 12:18:14 2009 Information (7) downstream time sync acquired...
Thu Dec 31 12:18:14 2009 Thu Dec 31 12:18:14 2009 Information (7) Downstream sync ok
Thu Dec 31 12:18:14 2009 Thu Dec 31 12:18:14 2009 Information (7) starting ds time sync acquisition...
Thu Dec 31 12:18:09 2009 Thu Dec 31 12:18:09 2009 Information (7) Locked on the downstream. Waiting for UCDs...
Thu Dec 31 12:18:09 2009 Thu Dec 31 12:18:09 2009 Information (7) Downstream lock ok
Thu Dec 31 12:18:07 2009 Thu Dec 31 12:18:07 2009 Information (7) Failed to establish downstream FEC lock. Restart error.
Thu Dec 31 12:18:07 2009 Thu Dec 31 12:18:07 2009 Information (7) Downstream lock failed

Sephiroth
31-12-2009, 14:25
From the event log, I'd say your line was noisy. It could be a coax thing to the cabinet or in the cabinet. You could post your stuff & story up to the newsgroup. They'll fairly quickly test back to your modem and tell you what's what if they find anything.

Peter_
31-12-2009, 15:09
The lights changing = the Ready starts to blink, connection drops, then gets re-established.

I thought 2.5dBmV is a tad low for the downstream ?


No the nearer to Zero the better and 2.5dBmv is fine.

Post on the Newsgroups as it sounds possibly like a network issue.

How to use Newsgroups click http://www.virginmedia.com/help/cable/newsgroups/using-outlook-express.php#posting

the one you need is virginmedia.support.broadband.cable

http://www.virginmedia.com/myvirginmedia/newsgroups/

jtz
31-12-2009, 15:12
will do, cool, thanks.
and a Happy New Year!