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50 mbps virgin - modem lights flashing, virgin support == horrible
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[Deleted User]
Posts: 23 Forum Member
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Just had a very nasty encounter with the virgin 150 support re: broadband. I simply had unplugged/replugged my modem because moving furniture, and internet access just stopped working.
The tech support guy was incredibly rude. Asking me what I did for a living, and treating me like a complete moron. You could hear him sigh of the line and making comments like 'he can't even dial a phone number'.
Needless to say I'm still with my internet down. Now I happen not to be a complete moron, in fact I have 12 years experience sysadmining, so I connected to 192.168.100.1 and here's what I can see:
able Modem : DOCSIS 1.0/1.1/2.0/3.0 Compliant
Serial Number : 0904E08B10004671
Boot Code Version : 6.1.1c
Software Version : 3.11.1011
Hardware Version : 1.39
CA Key : Installed
Acquired Downstream Channel 299.001343 MHz Primary Downstream Locked
Ranged Upstream Channel 25.798563 MHz Success
Provisioning State In Progress BPI Initialization
Ethernet Link Status Up 100 Mbps/Full duplex
Frequency 299000000 N/A N/A N/A
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y N/N/N N/N/N N/N/N
Channel Id 0 N/A N/A N/A
Modulation 256QAM N/A N/A N/A
Symbol Rate
(Msym/sec) 6.952 N/A N/A N/A
Interleave Depth I=12
J=17 N/A N/A N/A
Power Level
(dBmV) 2.05 N/A N/A N/A
RxMER
(dB) 35.25 N/A N/A N/A
Correctable
Codewords 0 N/A N/A N/A
Uncorrectable
Codewords 290 N/A N/A N/A
Channel Type 1.0 N/A N/A N/A
Channel ID 2 N/A N/A N/A
Frequency
(Hz) 25800000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 2560 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 38.75 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 3 0 0 0
T4 Timeouts 26 0 0 0
General Configuration
Network Access : Allowed
Maximum Number of CPEs : 1
Baseline Privacy : Enabled
DOCSIS Mode : DOCSIS 3.0
Config File : N914b3f9fb35d0398.cm
Primary Downstream Service Flow
SFID : 22760
Max Traffic Rate : 53000000 bps
Max Traffic Burst : 10000 bytes
Min Traffic Rate : 0 bps
Primary Upstream Service Flow
SFID : 26458
Max Traffic Rate : 1750000 bps
Max Traffic Burst : 3044 bytes
Min Traffic Rate : 0 bps
Max Concatenated Burst : 0 bytes
Scheduling Type : Best Effort
Sun Jan 17 16:29:04 2010 Sun Jan 17 16:29:04 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=dddddddd;CMTS-MAC=ddddddd;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 17 16:29:34 2010 Sun Jan 17 16:31:21 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=dddddddddddddd:c5;CMTS-MAC=ddddddd;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 17 16:31:36 2010 Sun Jan 17 16:31:36 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=ddddddddddddd;CMTS-MAC=ddddddddddddddddd0;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 17 16:32:06 2010 Sun Jan 17 16:38:00 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=ddddddddd;CMTS-MAC=ddddddddddd;CM-QOS=1.1;CM-VER=3.0;
Any idea?
The tech support guy was incredibly rude. Asking me what I did for a living, and treating me like a complete moron. You could hear him sigh of the line and making comments like 'he can't even dial a phone number'.
Needless to say I'm still with my internet down. Now I happen not to be a complete moron, in fact I have 12 years experience sysadmining, so I connected to 192.168.100.1 and here's what I can see:
able Modem : DOCSIS 1.0/1.1/2.0/3.0 Compliant
Serial Number : 0904E08B10004671
Boot Code Version : 6.1.1c
Software Version : 3.11.1011
Hardware Version : 1.39
CA Key : Installed
Acquired Downstream Channel 299.001343 MHz Primary Downstream Locked
Ranged Upstream Channel 25.798563 MHz Success
Provisioning State In Progress BPI Initialization
Ethernet Link Status Up 100 Mbps/Full duplex
Frequency 299000000 N/A N/A N/A
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y N/N/N N/N/N N/N/N
Channel Id 0 N/A N/A N/A
Modulation 256QAM N/A N/A N/A
Symbol Rate
(Msym/sec) 6.952 N/A N/A N/A
Interleave Depth I=12
J=17 N/A N/A N/A
Power Level
(dBmV) 2.05 N/A N/A N/A
RxMER
(dB) 35.25 N/A N/A N/A
Correctable
Codewords 0 N/A N/A N/A
Uncorrectable
Codewords 290 N/A N/A N/A
Channel Type 1.0 N/A N/A N/A
Channel ID 2 N/A N/A N/A
Frequency
(Hz) 25800000 N/A N/A N/A
Ranging Status Success N/A N/A N/A
Modulation 16QAM N/A N/A N/A
Symbol Rate
(KSym/sec) 2560 N/A N/A N/A
Mini-Slot Size 2 N/A N/A N/A
Power Level
(dBmV) 38.75 N/A N/A N/A
T1 Timeouts 0
T2 Timeouts 0 0 0 0
T3 Timeouts 3 0 0 0
T4 Timeouts 26 0 0 0
General Configuration
Network Access : Allowed
Maximum Number of CPEs : 1
Baseline Privacy : Enabled
DOCSIS Mode : DOCSIS 3.0
Config File : N914b3f9fb35d0398.cm
Primary Downstream Service Flow
SFID : 22760
Max Traffic Rate : 53000000 bps
Max Traffic Burst : 10000 bytes
Min Traffic Rate : 0 bps
Primary Upstream Service Flow
SFID : 26458
Max Traffic Rate : 1750000 bps
Max Traffic Burst : 3044 bytes
Min Traffic Rate : 0 bps
Max Concatenated Burst : 0 bytes
Scheduling Type : Best Effort
Sun Jan 17 16:29:04 2010 Sun Jan 17 16:29:04 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=dddddddd;CMTS-MAC=ddddddd;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 17 16:29:34 2010 Sun Jan 17 16:31:21 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=dddddddddddddd:c5;CMTS-MAC=ddddddd;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 17 16:31:36 2010 Sun Jan 17 16:31:36 2010 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=ddddddddddddd;CMTS-MAC=ddddddddddddddddd0;CM-QOS=1.1;CM-VER=3.0;
Sun Jan 17 16:32:06 2010 Sun Jan 17 16:38:00 2010 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=ddddddddd;CMTS-MAC=ddddddddddd;CM-QOS=1.1;CM-VER=3.0;
Any idea?
0
Comments
Tried to ring virgin again, who say they can't bring the appointment forward, so now I will be a week without internet. What a joke.
You could try unscrewing the coax at the modem end and just check there's nothing touching the copper core. It only takes one tiny piece if braiding to touch that to short out the signal.
You only have one downstream and depending on what kit the would usually be 3 or 4 if you were online.
The 26 T4 show that you have lost your connection that many times since your last reboot.
You will not have spoken to any 50Mb agents as none are available Sundays, you more than likely spoke to offshore.
Call the UK based 50Mb team tomorrow morning after 0800 on 0800 052 0431, ask about an earlier slot and put in a formal complaint against the other agent as he can be identified from your account.
Thank you very much! I'll do just that.
I reported the first 'csr' - hopefully this will have an impact. Thank you ever so much to everyone in this thread.
Did he say that he would do feedback for you.
That can be checked with the online tools and over the phone with yourself.
i had that issue 5 times!!!:mad:
in the original post the giveaway is this
Provisioning State In Progress BPI Initialization.
That's got nothing to do with it. The modem isn't locking at all so there's a signal fault somewhere.
Or maybe i am just talking cr@p?
It also depends what type of uBR that you are on as the are 2 different makes used for 50Mb, the is the Cisco 1000 which can be identified by having only 3 downstreams and the is the Motorola BSR which can be identified by having 4 downstreams.
If yours has a only 3 then it may have been a failure at the Key encryption stage and can be caused by high downstream power levels.
So post your downstream power levels here.
yup, he said he would, but I never got a call back. No big deal, as long as he made sure the complaint had been passed on I'm happy.
Let us know what the verdict is tomorrow.
Right guys I'm the OP giving a quick update here because I think I've just entered the twilight zone
Engineer came in 9am and checked the cable. Nice guy, quiet type though
So he called whoever and they told him to read the logs, then to replace the modem. So he did that and that also did nothing. At that point I left because I had to take my son to a doctor's appointment.
My wife took over and when I came back nothing worked. I was left with the 'walled garden' welcome page locked in a loop. I got mad and unplugged the modem. Sure enough that didn't fix it, so I restarted it again. Lo and behold the internet is back now.
BUT WAIT! This is the best part. I had a call from my wife who said that after I left, the engineer couldn't fix it. He apparently traced the fault to the 'amps' (I think that's my wife's fanciful interpretation here
So I don't know what to say.... but I sure as hell won't be unplugging this modem from the wall anytime soon
Will update you in 48h.
When they swap modems they get them removed from the walled garden but sometimes they stick. So when you rebooted it, it came out. The engineer should have really known that. Maybe he was new.
The amp is the green cabinet where your cable is connected to the network.
I'm starting to miss my 20mbps service...
The best I could get was 'there's no estimate time for a fix'. I don't think they even know what they are talking about.
You could ask if they are having problems to see if it is a local network fault.
I called 6 times yesterday. Every time I was repeated the exact same script, always ending in 'did you try rebooting your modem'. It's so infurating. Every time I was told it would be 'fixed shortly' or 'fixed within 30 minutes'.
I called again and lost my marbles. They are sending an engineer out tomorrow, we'll see how that goes. They also said they'd refund the loss of service to my account.
The mind boggles!