Intermittent Internet

[ianmcm]

Hi all

First post here - found you after complete lack of support from Virgin.

I'm in Bristol - BS11 area.

I have had almost no Internet since early Saturday evening. It seems to come and go but off more than it is on. I have reset everything here several times.

Doing a constant ping I have about 25% loss at good times and 80% loss at the bad. Very rarely it actually stays up for a bit.

I spoke to support on Saturday night and they told me there was fault affecting the whole of the Avon area - despite the fact that the status line didn't mention anything. Anyway - they assured me it would be fixed within 24 hours.

I called again last night to be told it was just my specific area and it would take another 24 hours. Still nothing on the status line though.

Called again tonight to be told that it won't be fixed until the 28th March and affects my specific UBR.

Does this sound plausible? I can't believe that anything can be THAT badly wrong that it will take another week to fix.

Using the connection widget at the top it reports this if it is of any help:
cpc2-aztw24-2-0-cust50.aztw.cable.virginmedia.com

Would appreciate any comments or advice - really really frustrated at the moment as I do a lot of support and remote access work from home and this is killing me!!

Thanks

Ian.

[Sephiroth]

Can wee see your modem stats please, including the event log? Also the results of PATHPING www.bbc.co.uk

[ianmcm]

Pathping results:

Tracing route to www-fmt.bbc.net.uk [212.58.244.141]
over a maximum of 30 hops:
0 office7 [192.168.123.103]
1 10.15.180.1
2 osr01azte-ge220.network.virginmedia.net [80.1.243.17]
3 aztw-core-1a-ge-010-0.network.virginmedia.net [80.1.240.69]
4 winn-bb-1a-as0-0.network.virginmedia.net [213.105.175.157]
5 glfd-bb-1b-so-100-0.network.virginmedia.net [213.105.172.130]
6 redb-ic-1-as0-0.network.virginmedia.net [62.253.185.78]
7 212.58.239.249
8 212.58.238.149
9 212.58.239.62
10 212.58.251.43
11 fmt-vip02.telhc.bbc.co.uk [212.58.244.141]

Computing statistics for 275 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 office7 [192.168.123.103]
0/ 100 = 0% |
1 --- 100/ 100 =100% 100/ 100 =100% 10.15.180.1
0/ 100 = 0% |
2 19ms 0/ 100 = 0% 0/ 100 = 0% osr01azte-ge220.network.virginmedia.net [80.1.243.17]
0/ 100 = 0% |
3 18ms 0/ 100 = 0% 0/ 100 = 0% aztw-core-1a-ge-010-0.network.virginmedia.net [80.1.240.69]
0/ 100 = 0% |
4 23ms 0/ 100 = 0% 0/ 100 = 0% winn-bb-1a-as0-0.network.virginmedia.net [213.105.175.157]
0/ 100 = 0% |
5 23ms 0/ 100 = 0% 0/ 100 = 0% glfd-bb-1b-so-100-0.network.virginmedia.net [213.105.172.130]
0/ 100 = 0% |
6 26ms 0/ 100 = 0% 0/ 100 = 0% redb-ic-1-as0-0.network.virginmedia.net [62.253.185.78]
0/ 100 = 0% |
7 38ms 0/ 100 = 0% 0/ 100 = 0% 212.58.239.249
0/ 100 = 0% |
8 29ms 0/ 100 = 0% 0/ 100 = 0% 212.58.238.149
0/ 100 = 0% |
9 24ms 0/ 100 = 0% 0/ 100 = 0% 212.58.239.62
0/ 100 = 0% |
10 23ms 0/ 100 = 0% 0/ 100 = 0% 212.58.251.43
0/ 100 = 0% |
11 21ms 0/ 100 = 0% 0/ 100 = 0% fmt-vip02.telhc.bbc.co.uk [212.58.244.141]

Trace complete.


I'll get the modem stats in a bit.

Thanks for the reply.

Ian.

---------- Post added at 23:56 ---------- Previous post was at 23:50 ----------

The event log:

Sun Mar 21 19:55:15 2010 Sun Mar 21 19:55:15 2010 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Sat Mar 20 19:09:50 2010 Sat Mar 20 19:09:50 2010 Information (7) The s/w filename specified in the config file is the same as ...
Sat Mar 20 19:09:50 2010 Sat Mar 20 19:09:50 2010 Information (7) A software upgrade filename was specified in the config file.
Sat Mar 20 19:09:50 2010 Sat Mar 20 19:09:50 2010 Information (7) Authorized
Sat Mar 20 19:09:50 2010 Sat Mar 20 19:09:50 2010 Information (7) Registration complete!
Sat Mar 20 19:09:50 2010 Sat Mar 20 19:09:50 2010 Information (7) We registered with a DOCSIS 1.1 config file!
Sat Mar 20 19:09:50 2010 Sat Mar 20 19:09:50 2010 Information (7) Received a REG-RSP message from the CMTS...
Sat Mar 20 19:09:50 2010 Sat Mar 20 19:09:50 2010 Information (7) Sending a REG-REQ to the CMTS...
Sat Mar 20 19:09:49 2010 Sat Mar 20 19:09:49 2010 Critical (3) REG RSP not received
Sat Mar 20 19:09:49 2010 Sat Mar 20 19:09:49 2010 Information (7) Timed out waiting for a REG-RSP!
Sat Mar 20 19:09:47 2010 Sat Mar 20 19:09:47 2010 Information (7) Sending a REG-REQ to the CMTS...
Sat Mar 20 19:09:46 2010 Sat Mar 20 19:09:46 2010 Critical (3) REG RSP not received
Sat Mar 20 19:09:46 2010 Sat Mar 20 19:09:46 2010 Information (7) Timed out waiting for a REG-RSP!
Sat Mar 20 19:09:44 2010 Sat Mar 20 19:09:44 2010 Information (7) Sending a REG-REQ to the CMTS...
Sat Mar 20 19:09:43 2010 Sat Mar 20 19:09:43 2010 Critical (3) REG RSP not received
Sat Mar 20 19:09:43 2010 Sat Mar 20 19:09:43 2010 Information (7) Timed out waiting for a REG-RSP!
Sat Mar 20 19:09:41 2010 Sat Mar 20 19:09:41 2010 Information (7) Sending a REG-REQ to the CMTS...
Sat Mar 20 19:09:40 2010 Sat Mar 20 19:09:40 2010 Critical (3) REG RSP not received
Sat Mar 20 19:09:40 2010 Sat Mar 20 19:09:40 2010 Information (7) Timed out waiting for a REG-RSP!
Sat Mar 20 19:09:38 2010 Sat Mar 20 19:09:38 2010 Information (7) Sending a REG-REQ to the CMTS...
Sat Mar 20 19:09:37 2010 Sat Mar 20 19:09:37 2010 Information (7) CableModem SNMP configure complete
Sat Mar 20 19:09:37 2010 Sat Mar 20 19:09:37 2010 Information (7) IP init completed ok
Sat Mar 20 19:09:37 2010 Sat Mar 20 19:09:37 2010 Information (7) CableModem TFTP init ok
Sat Mar 20 19:09:32 2010 Sat Mar 20 19:09:32 2010 Information (7) CableModem DHCP client init ok
Sat Mar 20 19:09:32 2010 Sat Mar 20 19:09:32 2010 Critical (3) DHCP WARNING - Non-critical field invalid in response.
Sat Mar 20 19:09:31 2010 Sat Mar 20 19:09:31 2010 Critical (3) DHCP FAILED - Request sent, No response
Sat Mar 20 19:09:12 2010 Sat Mar 20 19:09:12 2010 Critical (3) DHCP FAILED - Discover sent, no offer received
Sat Mar 20 19:08:59 2010 Sat Mar 20 19:08:59 2010 Information (7) MAP w/initial maintenance region received
Sat Mar 20 19:08:57 2010 Sat Mar 20 19:08:57 2010 Critical (3) No Ranging Response received - T3 time-out
Sat Mar 20 19:08:57 2010 Sat Mar 20 19:08:57 2010 Information (7) MAP w/initial maintenance region received
Sat Mar 20 19:08:57 2010 Sat Mar 20 19:08:57 2010 Information (7) Downstream sync ok
Sat Mar 20 19:08:57 2010 Sat Mar 20 19:08:57 2010 Information (7) Beginning initial ranging...

---------- Post added 23-03-2010 at 00:02 ---------- Previous post was 22-03-2010 at 23:56 ----------

Not sure which stats you need so:

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 54
Downstream Frequency : 299000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : 1.8 dBmV
Downstream SNR : 41.4 dB

Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 25800000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 35.5 dBmV
Upstream Mini-Slot Size : 2

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 20480000
Maximum Upstream Data Rate : 768000
Maximum Upstream Channel Burst : 3044
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Enabled

Cable Modem Upstream Burst


Req
Init Maint
Per Maint
Short Data
Long Data
(1)

(3)

(4)

(5)

(6)

Modulation Type QPSK QPSK QPSK 16QAM 16QAM
Differential Encoding Off Off Off Off Off
Preamble Length 36 232 232 128 128
Preamble Value Offset 244 6 6 504 504
FEC Error Correction (T) 0 5 5 4 9
FEC Codeword Information Bytes (k) 16 34 34 76 232
Scrambler Seed 338 338 338 338 338
Maximum Burst Size 0 0 0 7 0
Guard Time Size 22 48 48 22 22
Last Codeword Length Fixed Fixed Fixed Short Short
Scrambler on/off On On On On On

If you need anything else just let me know.

It has been stable for the last hour or so but it has done this before and then it drops out again.

Thanks

Ian.

[psmith98752]

Hmm this sounds similar to my problem, but who knows! (hopefully Seph can help)

[Sephiroth]

Presumably it's OK now. The pathping was exemplary-ish and the modem stats were fine. The event log showed one glitch which happens when the other ebnd goes wrong or you reboot.