Network Access: Denied

[Failswitch]

Would appreciate if someone with the know how can shed some light on this. I'm not sure if its just a coincidence that after manually powering off the hub and on again for it to pick up R26 the broadband died on me or if its a problem with the local CMTS.

The problem started on good Friday after R26 was installed. The broadband was fine for about half an hour then then died. The modem now locks onto just the one download channel but the power level seems to have shot up from -0.5~ to 48 (levels shot up after engineers played around with the local cable box)

I've tried getting through to UK support all day but failed and as always the Indian support guys are terrible. They seem to have a different story each time I ring.

There have been 4 engineers out who have checked the local cable box over the course of yesterday. The automated fault line mentioned a fault my my area but soon after the last engineer disappeared around 6pm, so did any mention of my post code on the automated line.

My neighbours 10 meg line connects to cpc2-smal9-0-0 and has been uninterrupted. My 50 meg line connects to cpc3-smal11-2-0. What concerns me is the status "Network Access: Denied". The hub was activated less than a month ago so I'm not sure if it needs reactivating or there is a local issue. Logs follow

Event Log
________________________________________
Time Priority Description
Sat Apr 23 22:12:51 2011 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Time Not Established 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;CMTS-MAC=xx:xx:xx:xx:xx:01;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP FAILED - Request sent, No response;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Warning (5) Lost MDD Timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Warning (5) MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.0;CM-VER=3.0;

Connection
________________________________________
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 299000000 Hz Locked
Connectivity State In progress Upstream Parameters Acquired
Boot State In progress Unknown
Configuration File In progress
Security Disabled Disabled

________________________________________

Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 57 55616000 Kbits/sec 299000000 Hz 47.9 dBmV 32.4 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
________________________________________

Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

_______________________________________
Current System Time:Sat Apr 23 22:12:59 2011

Super Hub Status
________________________________________
Information
Standard Specification Compliant EU DOCSIS 3.0
Hardware Version 2.00
Software Version V5.5.2R26
MAC Address xx:xx:xx:xx:xx:xx
Serial Number 2HA313UC02E41
CM Certificate Installed
________________________________________

Status
System Up Time 0 days 00h:11m:10s
Network Access Denied
Device IP Address ---.---.---.---

[mikep]

Generally this happens when there is an area fault, or has everytime it has happened to me.

[Chrysalis]

looks like an upstream channel fault as you havent locked onto one at all.

[Nopanic]

Yup as above .. area or tech required.

[Failswitch]

Thanks for the replies. I was getting a little paranoid after 48 hours of downtime but the hub came back to life this afternoon. Just a little concerned with the upstream modulation and power level now, perhaps its just a temporary fix but far off the usual 43 value.

Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 3 10240 Kbits/sec 35800000 Hz 28.9 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

[craigj2k12]

that downstream power level is too low and will need adjusting, if the modulation type has changed then this could indicate network upgrades, but this is highly unlikely on easter sunday

[Chrysalis]

that upstream channel is QPSK (I think) due to it been 10240kbit on ATDMA, which means somewhere is a noise issue on your UBR.

[Failswitch]

The downstream levels have returned back to normal range but the SNR seems a little low at 33.

Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 57 55616000 Kbits/sec 299000000 Hz -1.4 dBmV 32.5 dB Hybrid
Locked QAM256 58 55616000 Kbits/sec 307000000 Hz -1.6 dBmV 32.6 dB Hybrid
Locked QAM256 59 55616000 Kbits/sec 315000000 Hz -1.3 dBmV 33.6 dB Hybrid
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 0.0 dB Unknown

Going to have to keep an eye on that upstream power level over the next few days.

*Update*

The modem just restarted and upstream seems to have gone back to normal range too

Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 3 20480 Kbits/sec 35800000 Hz 42.7 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

My area is due for an upgrade to 5mb in the next few months, does anyone know if ATDMA is the modulation Virgin will be using as I was on QAM16 prior to the outage.

[Ignitionnet]

Upstream power is low however chances are a temp repair has been done given it's Easter Sunday. So long as it holds steady bear with it, should be fixed properly perhaps Tuesday.

[Failswitch]

Just had a couple of modem reboots and the upstream power level is back to normal. Just curios about the new modulation ATDMA as opposed to QAM16 which I was on before the outage :s

[Skie]

Ignition knows much more about this than I do, but ATDMA is what the network falls back onto when the signal/line quality is poor and won't give you near the upload speed you should be getting. I guess the engineer fixed it with the foil wrapper from one of his Easter eggs.

[pip08456]

Ignition knows much more about this than I do, but ATDMA is what the network falls back onto when the signal/line quality is poor and won't give you near the upload speed you should be getting. I guess the engineer fixed it with the foil wrapper from one of his Easter eggs.

No doubt Igni will correct me if I'm wrong, but you got it the wrong way round.

http://www.ietf.org/proceedings/52/slides/ipcdn-3/sld005.htm for a simplistic explanation.