View Full Version : Problematic 50mb modem.
I occasionally find my internet has stopped working, usually I just reboot the cable modem and router, but today it's stopped working about 6 times in total.
I swapped out the DIR 615 router for a Netgear WPN824V2 but it still does the same thing
I have noticed that if I release/renew the IP to the cable modem, I can use the internet again, so I assume it's modem related, rather than router
Anyone know what might be causing this?
If you are using a router where do you release/renew the IP address.
If you call the 50Mb Support line you will have to remove the 3rd party router and we are not available until 0800 on Monday, if you call now you will probably get Offshore.
Post your power levels as well please.
On the netgear router, I just go into the Router status page and release the allocated WAN IP, then renew it, the internet comes back shortly afterwards.
On the DIR 615 router, I just reboot it via the web interface, which also seems to fix it (Well, until it stops working again heh)
Downstream power levels are..
Power Level
(dBmV) 2.49 2.84 2.51 2.82
RxMER
(dB) 37.94 37.94 37.94 38.26
Upstream is
Power Level
(dBmV) 48.75
The appears to be no issues with the power levels and it is rather odd that you have to do that with the routers to get bacl online, one router ok but two is a bit suspect.
Does the issue occur if connected direct to the modem.
I haven't tried direct to modem, as there's two other people here who share the internet during the day
It seems to be rather intermittent, but, it does seem to happen more often when large files are downloaded.
It did it twice when trying to download the Centos 5 DVD for instance.
Just a quick update
It seems to be happening more these days, it does it when the modem is downloading at full speed and sometimes when it's under medium usage.
If I try downloading large files via newsgroups, or from an ISO repository for instance, the internet just seems to "die"
It does this with 3 different routers and releasing/renewing the IP on the WAN side, seems to remedy it temporarily (It's quicker than turning it off/on, anyways)
I guess a call to VM is in order? Although I'm reluctant due to the intermittent nature of it.
Give them a call now so they can check your connection.
Thanks, I'll give the UK call centre a call tomorrow when it stops working again
Thanks, I'll give the UK call centre a call tomorrow when it stops working again
Do not reboot if it goes off again, wait until they tell you to reboot.;)
aligborat69
24-05-2010, 21:44
Hi there.
What has been the outcome of this?
Ive been posting in forums, calling virgin, etc and ive had this problem with my 50mbit line since OCTOBER and it still dies every single day and theres absolutely nothing i can do about it, be it connected direct to my fresh win7 install pc, my laptop or through my virgin supplied router (to try) or my proper draytek 2820 router.
Im so fed up that im paying for an ADSL line to have there so when my virgin line goes down, my 2nd Lan connection is ADSL, but its only 2mbit in my street, which is why im dying to get this stupid 50mbit problem resolved, ive had over 15 techs come, zero outcome, nobody has a single clue!
Hi there.
What has been the outcome of this?
Ive been posting in forums, calling virgin, etc and ive had this problem with my 50mbit line since OCTOBER and it still dies every single day and theres absolutely nothing i can do about it, be it connected direct to my fresh win7 install pc, my laptop or through my virgin supplied router (to try) or my proper draytek 2820 router.
Im so fed up that im paying for an ADSL line to have there so when my virgin line goes down, my 2nd Lan connection is ADSL, but its only 2mbit in my street, which is why im dying to get this stupid 50mbit problem resolved, ive had over 15 techs come, zero outcome, nobody has a single clue!
He has not rung up as yet so no resolution.
Ignitionnet
24-05-2010, 23:06
Just a quick update
It seems to be happening more these days, it does it when the modem is downloading at full speed and sometimes when it's under medium usage.
If I try downloading large files via newsgroups, or from an ISO repository for instance, the internet just seems to "die"
It does this with 3 different routers and releasing/renewing the IP on the WAN side, seems to remedy it temporarily (It's quicker than turning it off/on, anyways)
I guess a call to VM is in order? Although I'm reluctant due to the intermittent nature of it.
I have exactly the same symptoms, always have, never got to the bottom of it. If you check your modem I bet you also see T3 timeouts count up when you lose connectivity.
I also tried 3 different modems, definitely not the router and unlikely to be the modem though not impossible.
It annoyed me to the point where I wanted to use my own Motorola 6120 or a Cisco to try and eliminate the modem entirely... any high traffic load and the connection locks up.
sorry to hear about your connection issue Adam.
Just thought I would mention that I have the exact same issue word for word as you have described and my power levels are all within range. The release / renew IP on my d-link router interface works for me but the connection usually drops again a few minutes later.
I hadn't had the time to call today, but I am going to tomorrow.
Today it's frozen three times, all within the last 3 hours or so.
The second time however, two of the modem lights were out, which was fixed by switching it off/on, but the third time was the usual problem, all lights were lit, but no internet could be reached
I would check for T3 time out problems, but, I can't access the modem itself (192.168.100.1) when it's in the frozen/stuck state.
There was about 300 T3 errors yesterday, but today it's back to 3 since the power off/on
The log file is full of critical (3) errors, but I have no idea if it's of any relevance.
Tue May 18 14:48:38 2010 Tue May 18 14:48:38 2010 Critical (3) Ranging Request Retries exausted;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 18 14:48:38 2010 Tue May 18 14:48:38 2010 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 18 15:45:54 2010 Tue May 18 15:46:23 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 18 15:46:25 2010 Tue May 18 15:46:25 2010 Critical (3) Ranging Request Retries exausted;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 18 15:46:25 2010 Tue May 18 15:46:25 2010 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 18 15:47:51 2010 Tue May 18 15:47:51 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 18 15:54:21 2010 Tue May 18 15:54:55 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 18 15:55:25 2010 Tue May 18 15:55:25 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 18 15:55:31 2010 Tue May 18 15:55:37 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 18 15:55:37 2010 Tue May 18 15:55:37 2010 Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 18 15:55:48 2010 Wed May 19 06:08:35 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Wed May 19 08:43:14 2010 Wed May 19 08:43:14 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Wed May 19 13:55:46 2010 Thu May 20 17:45:15 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 18:35:08 2010 Thu May 20 19:02:31 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 19:02:42 2010 Thu May 20 19:02:42 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 19:02:44 2010 Thu May 20 19:03:01 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Thu May 20 23:56:40 2010 Sun May 23 20:13:47 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Sun May 23 20:13:49 2010 Sun May 23 20:13:49 2010 Critical (3) Ranging Request Retries exausted;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Sun May 23 20:13:49 2010 Sun May 23 20:13:49 2010 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Mon May 24 06:55:54 2010 Mon May 24 06:55:54 2010 Warning (5) TEK Invalid - Invalid Key Sequence Number;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Mon May 24 10:49:43 2010 Mon May 24 15:32:54 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Mon May 24 15:32:56 2010 Mon May 24 15:32:56 2010 Critical (3) Ranging Request Retries exausted;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Mon May 24 15:32:56 2010 Mon May 24 15:32:56 2010 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Mon May 24 15:50:30 2010 Mon May 24 15:50:59 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Mon May 24 15:51:01 2010 Mon May 24 15:51:01 2010 Critical (3) Ranging Request Retries exausted;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Mon May 24 15:51:01 2010 Mon May 24 15:51:01 2010 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Mon May 24 16:03:15 2010 Mon May 24 17:03:57 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Mon May 24 17:04:27 2010 Mon May 24 17:04:27 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Mon May 24 17:04:30 2010 Mon May 24 17:04:36 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Mon May 24 17:04:37 2010 Mon May 24 17:04:37 2010 Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Mon May 24 20:41:02 2010 Tue May 25 12:35:43 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 25 12:35:45 2010 Tue May 25 12:35:45 2010 Critical (3) Ranging Request Retries exausted;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 25 12:35:45 2010 Tue May 25 12:35:45 2010 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 25 12:45:49 2010 Tue May 25 12:47:10 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 25 14:48:57 2010 Tue May 25 14:48:57 2010 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 25 14:49:22 2010 Tue May 25 14:49:22 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 25 14:54:21 2010 Tue May 25 14:54:53 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 25 15:30:39 2010 Tue May 25 15:30:39 2010 Critical (3) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Tue May 25 15:30:59 2010 Tue May 25 15:30:59 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx.xx.xx.xx.xx.xx.xx;CMTS-MAC=xx.xx.xx.xx.xx.xx.xx;CM-QOS=1.1;CM-VER=3.0;
Had an engineer booked for the 12-4pm time slot, it's now 4:39pm, no engineer.
Originally booked through the VM forums.
You need to call up on 0800 052 0431 and find out what is going on.
I've been having the same problems so have some others on here recently when downloading large files or sometimes any files. occasionally I just lose the internet and have to reboot the modem.
I'll see what the engineer does with yours
Thanks for the number, Masque
Called today and apparently the appointment was cancelled because it was assigned to the wrong technician, but it's been rebooked for Saturday 12-4
I also got the same problem with my 50mb connection. I did restart both modem and router but no luck. But normally internet back on after few hours.
Each time I got the same messages on event log:
SYNC Timing Synchronization failure - Loss of Sync;
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received
now my modem down Power Level (dBmV) 9.97 9.77 9.44, and up Power Level
(dBmV) 51.75
I wasn't happy with the problems, because already happen 4 times since Sunday, the last one just happened today around 3pm.
I got so angry today when I called them, and made a long complain over the phone (or shout if you are the helpline person who was listening). After I hang up the phone internet back on within 30mins.
They booked the tech guy to come to look at it, but likely they will cancel it tomorrow with a text message again. Just hope everything is working from now on.
I got so angry today when I called them, and made a long complain over the phone (or shout if you are the helpline person who was listening). After I hang up the phone internet back on within 30mins. That will have nothing to do with the call.
They booked the tech guy to come to look at it, but likely they will cancel it tomorrow with a text message again. Just hope everything is working from now on.
They will only cancel if the is an area fault and you will have an engineer for your Downstream power levels.
General Maximus
10-06-2010, 20:27
I have had the same problem for the last 3 days dude as other peeps had in my area and we have been getting the same error message as you. The engineer came round this morning and rang some dude who logged the fault and they fixed it this afternoon.
I do understand area fault can happen, but twice a day and 5 times in last 5 days???? Did fixed the problem at 5pm and down again after 7:30pm yesterday.
My 50mb still down at the moment from 7:30 last night, but lucky I keep my free ADSL connection with VM main TV rival so I can go online now.
I read other members also report the same problem with 50mb connection, this make me think VM do have problem with their 50mb service at the moment. (btw, I am in North London HA8 area)
General Maximus
11-06-2010, 08:39
Same for me. Mine has been completely dead for the last 3 days. Worked yesterday afternoon after the engineer made a phone call and then died again last night.
This is why I think there is a problem centrally Masque, because everyone is having it no matter where they are.
I called the support this morning. This is the only time I was told there's fault in my area until 11:30am. Last 4 times I called no one mention it and just tell me to wait.
I also used Service status check from VM website and the result show my area got good service. This is really annoy me because for last 5 days no one from VM can tell what is going on.
I am not asking for refund or compensation, I just want the internet back on and no drop off every day.
Meant to update this thread when I got home today.
Engineer showed up as promised (many thanks 50mb support team)
I left a lengthy note explaining the problem (as I was staying at a relatives that night) and the engineer agreed that it was a modem issue, so the modem was replaced.
So far, the internet has been AOK.
Hmm, well that was short lived.
Started downloading from news groups, after about 5 minutes the connection died, just like it used to with the old modem. :(
Ignitionnet
17-06-2010, 16:22
That'll teach you for downloading stuff you shoudn't be :p:
General Maximus
17-06-2010, 16:54
Hmm, well that was short lived.
Started downloading from news groups, after about 5 minutes the connection died, just like it used to with the old modem. :(
mine always does dude, I drops for about 1 min and then blasts off again at 6mb/sec
Unfortunately mine doesn't come back, I have to restart the router, or release/renew the wan IP to reconnect. :(
I'm geting exactly the same problem with the same event log messages. I only mention it because I'm on 20Mb (on the 50Mb network) so it may not be exclusively a 50Mb issue.
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