Whirlpool

I've just upgraded the firmware. It went without a hitch and everything seems to be working well. It's nice to be able to manage call forwarding etc.

All very easy here.

Noticed that I cannot disable outgoing caller ID.

Pity no SMS functionality as yet.

deeranger writes...

Noticed that I cannot disable outgoing caller ID.

This function is the only one that will not yet work from the modem. You outgoing Caller ID will continue to function as when you last set it by calling the Contact Centre. You can ignore its 'status' in the modem.

Pity no SMS functionality as yet.

Still working on that one.

Thanks Rob

Interesting event post upgrade. Received a call which went OK. Went to refresh WP later to find internet disconnected (set UMTS only, manual connect, 0 minutes timeout).

Had multiping running at the time and saw internet fell over at the same time as the call came in.

Had to reboot modem to reconnect.

Could be coincidence, could be a bug in the firmware upgrade.

deeranger writes...

(set UMTS only, manual connect, 0 minutes timeout).

Interesting. Can you please keep an eye on it, and then try with the connection set to 'Always Connected' (which is a new type of connection)?

Have upgraded the firmware easily and so far everything is going well.

Noticed that I had to turn Caller ID incoming back on under "telephone" settings after the upgrade. Just in case anyone out there wonders why their Caller ID is gone if they also get the same.

Hope this fixes the issues.

Many thanks to Rob for the Whirlpool support.

Upgraded just before lunhc. Very smooth.

The outgoing Identification was set to On even though we have a silent line. Tried it with my mobile and no number was registered so not sure what that is.

SpiderHibs writes...

The outgoing Identification was set to On even though we have a silent line.

See Rob's post above or just read my quote:

Robert Tihanyi writes...

This function is the only one that will not yet work from the modem. Your outgoing Caller ID will continue to function as when you last set it by calling the Contact Centre. You can ignore its 'status' in the modem.

Having provided the link to the new firmware to about 25 users so far, and it seeming to go well, I am glad to share the firmware with you all prior to official release on our website. This way I don't have to keep replying to WHIMs throughout tomorrow and my certain hangover!

A few things to note.

The firmware addresses a few known issues, some of which are:
- Fixes 'Searching Issue'
- Ability to change the APN during the Quick Setup Wizard (this causes confusion and services that dont work)
- Displays the default username in the Wizard when setting the password.

It also adds a few new features:
- Puts the 'Telephone' option in the left menu for easier access.
- Ability to change the Call Waiting, Caller ID, and Call Diversion options from within the 'Telephone' menu.
- Ability to Enable or Disable the wireless (WiFi) feature of the modem in the Wizard (especially useful after a factory reset or for a new modem).

Importantly, this file is not located on our official website yet, so for now I will provide you a link to my personal webspace. There is a limit to the number of times it can be downloaded (although this is considerable), so this will only be useful until the official site is live.

Link: homepage.mac.com/robtihanyi

Please let me know if you gave any issues or questions.

Merry Christmas!

Hi Robert - all went well with my update. Question - early on I asked for and had my vociemail disabled due to it sometimes picking up before my answering machine. With the firmware update, I have it set to forward to voicemail when unreachable (in case of power failure etc.) When I turn off the modem and then call my number it goes straight to my voicemail and lets me leave a message. When I pick up the phone, I get the rapid dial tone indicating I have a voicemail. I call 212 and it says "I don't have access to the vmail service" however, when I pick up the phone again the dial tone is normal again. Can I turn vmail on and off from the modem or phone some how?

Thanks, hope this is clear enough!
Paul.

SalandPaul writes...

Can I turn vmail on and off from the modem or phone some how?

You can turn diverts to voicemail on and off with the modem (and handset, but I don't have the codes with me yet). However, we can also turn off the voicemail feature completely (ie you will have no access to it). You can only turn it on and off by calling the Contact Centre.

Thanks heaps Robert, it seems to work really well.

Hope you have a very merry (emphasis on the merry) christmas and a fantastic new year.

Also hope 2008 is a little bit less hectic for you guys.

Upgrade went nicely here, and so far so good!!
Thank heaps Robert and please enjoy your Christmas and have a happy and safe new year!!

And just to wish everyone and their families out there a very Merry Christmas, and a safe and happy new year!!

Allan (Springfield Lakes Qld 4300)

All went well here too.

Thanks Robert, Wishing you and all a Very Merry Christmas and Happy New Year !!!!

Qld 4207

Thanks Robert.
All went well here with the new update, have a good break over Christmas, thanks from 2251
Daveart

One thing I have noticed is that if you use a Dynamic DNS, you will have to set that back up again.

The old connection name is WAN Cellular.
The new Connection name is WAN Cellular 2.

Cheers.

Firmware upgraded, no worries

Robert. Easy to follow instructions for the upgrade of the firmware. No problems in completing the upgrade. I like the new features. Thanks very much for making it available over this service. By the way - extremely happy with the whole VBB@Home product compared to my previous dial-up access.

Thanks again.

Still seems to be DNS issues.
Modem shows connected but can't ping any addresses or get to any web pages.
MSN or Skype can't log in either. A reboot of the modem seems to fix it.

Apparently there is a newer firmware version being released by Virgin

Have some issues with the upgrade - still all working OK.

I am on the new firmware.

Seems like when you leave the computer on idle after 5 to 10 minutes. MSN will disconnect and Skype and then you can't ping anything or access web pages even though the modem shows as connected.

A reboot of the modem will get it going again so not a DNS issue.
Arrrggghhh !!!!!

Can someone try this and see if they have this issue with the new firmware.
Thanks

Ping has started ...

PING 216.151.153.44 (216.151.153.44): 56 data bytes
64 bytes from 216.151.153.44: icmp_seq=0 ttl=51 time=820.193 ms
64 bytes from 216.151.153.44: icmp_seq=1 ttl=51 time=519.976 ms
64 bytes from 216.151.153.44: icmp_seq=2 ttl=51 time=529.855 ms
64 bytes from 216.151.153.44: icmp_seq=3 ttl=51 time=508.728 ms
64 bytes from 216.151.153.44: icmp_seq=4 ttl=51 time=547.619 ms

--- 216.151.153.44 ping statistics ---
5 packets transmitted, 5 packets received, 0% packet loss
round-trip min/avg/max = 508.728/585.274/820.193 ms

This is on the R2C08 upgrade. Apparently there is a R2T08 version that is available from the Virgin Website in the near future.

I think having a ping will keep the connection alive as it has sufficient traffic.
I just went and had dinner came back and yes can't access anything again and MSN Messenger and Skype dropped out again and couldn't reconnect.
Log into the modem and it is saying connected.

MSN and Skype must not generate enough traffic to keep the connection alive.

Well, going to sit here and watch it now to see what happens and how long it takes.

Is this the way that they are going to keep their network from being saturated. Very bad if it is.

I have tried the new always connected option and also now gone back to the connect upon traffic.

Firmware : R2C08

Looks like leave it alone unless you really need to upgrade is a conservative idea.

Have upgraded firmware, which went well but just had a weird thing happen where modem said connected but no web traffic during a phone call (couldn't access any pages + skype registered as disconnected).

Modem UTMS..never had a problem with this before??

gebba54 writes...

Modem UTMS..never had a problem with this before??

Same symptoms as you but wasn't on a phone call.
Just left the computer running and went to have dinner.
Done it three times before when I went to watch the news for a while and also went and did something else.

Just watched it for 30mins sitting idle and it was fine. Maybe some network problems. Don't know ?????

Oh so bad. The same thing happened again and I was using the computer. After 25 minutes.
Couldn't get any web pages.
Modem shows connected switching between UMTS and HSPDA. What The ?????
Cannot ping any sites either eg. www.google.com
then tried pinging 209.85.173.104 an couldn't ping that as well which is google so not a DNS error.
Then the modem status page went blank
Went out to the modem and it locked up on the time display. Couldn't even turn off so had to pull the power plug out.

Never had this sort of problems before. Damm , Hope it is something funky going on with their network.

Robert any answers to these new issues I wasn't facing before.

I'm also getting similar probs.
If i leave my PC for a about 1/2 hour, when i come back, i cannot access any web pages or check emails.
I went to the modem management console, and all was good??????
So i hit the disconnect button, then connect, and all was working well again.

(i dont use Skype or Messenger etc... either)

Now i'm thinking i want to go back to the previous version.

Never Grow Up writes... Now i'm thinking i want to go back to the previous version.

Apparently we were not supposed to use it.

Never Grow Up writes...

Now i'm thinking i want to go back to the previous version.

yep me too...seems to need to disconnect then reconnect if left idle.

Never Grow Up writes...

Now i'm thinking i want to go back to the previous version.

yep me too...seems to need to disconnect then reconnect if left idle.

Fark !!!!!
Nice Christmas present Robert. I'm regretting it now.
Hitting the disconnect button will get it going again.
I don't think it is being idle that causes it just does it when it wants to.

Wonder where you can get the old Firmware back to download and apply it.

Toongy writes... Wonder where you can get the old Firmware back to download and apply it

Call user support - They will send out a new modem with upgrade … and while you are on the phone get them to call Robert T to remove the link.

Edit This was done with the best of intentions but Rob T is not a tech person.

Ed 2 Toongy writes... Fark !!!!!Nice Christmas present Robert.

Like the dodgy Xmas bird - undercooked and with a bite …

David Vincent Smith ? writes...

Call user support - They will send out a new modem with upgrade … and while you are on the phone get them to call Robert T to remove the link.

Edit This was done with the best of intentions but Rob T is not a tech person.

Ed 2

Like the dodgy Xmas bird - undercooked and with a bite …

Not sure what you mean. This firmware is the officially released new one. There are no differences in it apart from the additions I subscribed. It will also be the one available on our official support site in the New Year (ie there is no 'R2T08' version).

If people are experiencing any issues with it (and frankly, I am not sure exactly what issues they are at this stage) then we will happily look at it individually.

FWIW I have had my modem connected continuously since the upgrade three days ago. It has remained connected the whole time without one single 'Searching issue', and brings up web pages just fine.

PS - I am more technical than most people realise.

Toongy writes...

Then the modem status page went blank
Went out to the modem and it locked up on the time display. Couldn't even turn off so had to pull the power plug out.

That sounds like a faulty modem. We believe that there is a very small proportion (about 2%) of modems out there that are simply not capable of being upgraded. This has to do with the chipset and firmware currently in them.

Naturally, we are happy to replace any such modems as quickly as we can.

Mine is fine as well BTW …

Robert Tihanyi writes...

FWIW I have had my modem connected continuously since the upgrade three days ago. It has remained connected the whole time without one single 'Searching issue', and bring sup web pages just fine.


EDITED: I'm now seeing the same problem others have detailed above. The modem showed it was connected, but nothing would load at all. Pressing 'disconnect' and allowing it to reconnect fixed the problem.

Everything fine here since the upgrade, no disconnect when idle or anything. I have set it to 'Always Connected' a setting available with the new firmware.

Seems to have behaved itself for the last few hours now.
We'll see what tomorrow brings then.

Robert Tihanyi writes... We believe that there is a very small proportion (about 2%) of modems out there that are simply not capable of being upgraded.

That is one in fifty. An advisory along the lines of

Small % of modems are incompatable with the new firmware and will have to be replaced. Anyone who needs their Broadband Service are advised to perform the upgrade at a time when an upgrade will not create issues.

Also advice about whether the phone service will still function if the upgrade is unsuccessful.

Toongy writes...

Seems to have behaved itself for the last few hours now.
We'll see what tomorrow brings then.

Yes, looks OK now here too.

yep, all good here, no problems this morning

upgraded, works a treat:)

I upgraded the firmware without issue, my connection failed problems are still here however.

I haven't been able to connect for 5 days now.

David Vincent Smith ? writes...

Also advice about whether the phone service will still function if the upgrade is unsuccessful.

If you're one of the unlucky people that has problems upgrading, you will probably find that when you go to upload the new firmware to the modem, it will freeze and require a restart by removing and reinserting the power cable. When the modem starts up again, it will still be running the original firmware revision and will function normally for both calls and internet access.

If you experience this problem, the only way to get an updated firmware revision will be to contact us so that we can arrange for a new modem and a return satchel to be sent to exchange your old modem.

Amanda O writes... one of the unlucky people that has problems upgrading

I am that

will function normally for both calls and internet access

It is is OK thanks.

the only way to get an updated firmware revision will be to contact us so that we can arrange for a new modem

Looks like that will be the case … 

Amanda, will you automatically push this firmware out at some stage? Or will it always be a manual upgrade process?

In reply to DVS Robert wrote:

Robert Tihanyi writes...

Not sure what you mean. This firmware is the officially released new one. There are no differences in it apart from the additions I subscribed. It will also be the one available on our official support site in the New Year (ie there is no 'R2T08' version).

Sounds like you might want to leave the official updates to ISP reps David (although I have no doubt your info was well intentioned - just incorrect). Smooth sailing since yesterdays update for me.

AFCfan writes... Smooth sailing since yesterdays update for me

Same here apart from the hiccup on the install

Sounds like you might want to leave the official updates to ISP reps David

Was not intended to be nor offered as an Official Update.

gebba54 writes...

yep, all good here, no problems this morning

Yep, All Good this morning too.
Maybe it was network problems ????
We'll see what happens over the next few days.

Toongy writes...

Yep, All Good this morning too.
Maybe it was network problems ????

Just had it happen again. Spoke too soon!

hotoracle writes...

I upgraded the firmware without issue, my connection failed problems are still here however.

I haven't been able to connect for 5 days now.

Make sure you haven't changed the APN (Access Point Name). If it's anything other than VirginBroadband, you will get 'connect failed'.

If this isn't the problem, or you need a hand navigating the modems management console to check this, call us! We're quiet today (and hopefully will be for the rest of the week)!

(Ross) writes...

Amanda, will you automatically push this firmware out at some stage? Or will it always be a manual upgrade process?

Unfortunately automatic updates are not possible at this time, but we definitely have this feature on the desired list for future developments!

The new firmware is still completely disconnecting the internet after a period of time. Its actually worse than the previous intermittent interruptions experienced- because unlike the former situation, it doesn't come back and requires me to click 'disconnect' and then reconnect again. Grr!

Amanda O writes...

we definitely have this feature on the desired list for future developments!

Thanks for the reply :)

Sounds good. Hope things continue to get better.

(Ross) writes...

The new firmware is still completely disconnecting the internet after a period of time. Its actually worse than the previous intermittent interruptions experienced- because unlike the former situation, it doesn't come back and requires me to click 'disconnect' and then reconnect again. Grr!

Could you e-mail me the following details and I'll attempt to investigate?
Phone number:
Approximate time of issue:
Symptoms and description:
eg., did you get an error message?
Did the modem still show it was connected?
How long was the connection idle before the problem occurred?
What were you doing (or attempting) when it fell over?
Are you connected via HSDPA, UMTS or GPRS?
Were you using the phone at the time?
and any other pertinent info you can think of!

There are a few known issues in some areas in Vic and Qld at the moment that may be causing intermittent problems.

Yesterday afternoon and evening i was expiencing the disconnection problems every 30-45 minutes. But today seems all good.

ACT 2912

Sorry Amanda, don't have your email and its not listed in your profile. I'll post here and email it you later if you need.

Approximate time of issue: 12:30PM~

Symptoms and description: Internet access stops completely. Not a DNS issue because I can't ping IP addresses either. Phone still works? No error messages- shows 'connected'.

How long was the connection idle before the problem occurred? Was not idle at all. Happened while I was using it.

Are you connected via HSDPA, UMTS or GPRS? HSDPA & UMTS (but I think only UMTS when the problem occurs)

Were you using the phone at the time? No.

Hope that helps :)

EDIT: I'm in Glenelg, SA (5045). I'll give you my phone number via email only :)

Call Tech Support - Apparently working today. If it is one of the crook modems they will arrange a replacement.

David Vincent Smith ? writes...

Call Tech Support - Apparently working today. If it is one of the crook modems they will arrange a replacement.

But the firmware upgrade went without a hitch and is correctly reported in the console?

(Ross) writes... the firmware upgrade went without a hitch and is correctly reported in the console?

Just trying to get you in the front of the queue : )

In that case it may not be the modem ?

Just trying to get you in the front of the queue : )

LOL :D

In that case it may not be the modem ?

I'm convinced the modem is fine. The upgrade process went without error, and it all connects successfully. I had the problem last night, but it seemed to resolve over night as others had indicated- only to happen again today around 12-1PM. So I'm still thinking its a network related issue.

(Ross) writes...

I had the problem last night, but it seemed to resolve over night as others had indicated- only to happen again today around 12-1PM. So I'm still thinking its a network related issue.

I'm pretty sure it is a network issue as I had similar probs even long before I upgraded the firmware. It is not uncommon for the service to require manual connect/disconnects or modem reboots. So I wouldn't rush to blame the firmware at this stage.

(Ross) writes...

Sorry Amanda, don't have your email and its not listed in your profile. I'll post here and email it you later if you need.

Wierd, I added it (think it might have something to do with the apostrophe in my e-mail address as I can't add it as a link here either!)...

amanda.o'donnell@virginmobile.com.­ au

(Ross) writes...

So I'm still thinking its a network related issue

Pretty ordinary here - Gungahlin, ACT 2913.

Running multiping most of the day and I have seen more dropouts than on the beach at Byron.

drzeus writes...

So I wouldn't rush to blame the firmware at this stage.

Oh I'm not. I believe its network related. However the difference between internet interruptions now and previously is that the internet used to come back on its own.

Amanda O writes...

amanda.o'donnell@virginmobile.com.au

Emailed! :)

amanda.o'donnell@virginmobile.com.au

Amanda O writes...

Looks like the email will have to have amanda.o' manually added.

But if you go to your user account there is a place for a public email address.

That may be easier

Cheers DVS

Things seem to be running OK again. Have not had the issue for a couple of hours?

EDIT: Happened again.

Amanda O writes...

There are a few known issues in some areas in Vic and Qld at the moment that may be causing intermittent problems.

Can you list the areas to see if those of us that are affected are isolated to those areas? For us it's a common problem which is very irritating.

Mine has kept disconnecting over the last day or so, almost tempted to try and get my old firmware back, as the disconnections have been driving me crazy !!!!

Rang support, got told to change it back to connect upon traffic, which I have done.

Had one dropout since then, disconnected via the management console and reconnected, since then "seems" to be ok, will wait and see.

Just bitten the bullet and done mine. Fingers crossed!

Smurfergirl writes...

Mine has kept disconnecting over the last day or so, almost tempted to try and get my old firmware back, as the disconnections have been driving me crazy !!!!

What do you mean by 'disconnections'? Is it actually showing disconnected on the modem? How do you get it to reconnect?

If the problems persist, we can provide you with a replacement modem.

The modem actually shows on its screen and management console as connected, however, I run a program in the background call Network Magic, which monitors my internet connection and my home network.

I have been losing access to MSN, web pages, etc, and Network Magic shows that the internet has disconnected via both the ethernet connection and the wireless connection, however, the modem and the management console are both still showing as connected.

At this point, Web pages won't load and emails are down.

I have then had to power cycle both the modem and reboot the PC's, I finally rang support, who told me to turn off the "always connected" and change it back to "connect upon traffic" and then this seemed to solve the problem.

The last time this happened, I disconnected via the management console and reconnected. It may be because it needed this, to apply the changes.

So far, so good.

I don't know if the issue has been caused by congestion because of christmas traffic on the mobile network or if it has something to do with the upgrade.

Who knows, maybe I do have one of the dodgy modems but the upgrade went through without a hiccup.

If I have any further issues, I will let you know.

Just had the same here, lost internet connectivity for about 6 minutes. Modem has been relocated to where it is getting -89dBm. Looking up websites timed out, and also trying to get to the work email server where the ip address is programmed into the browser failed as well - so not a DNS problem.

Interestingly I went to the modem screen and it showed connected. Hit disconnect (thinking a reconnect might fix it) and it suddenly jumped from UMTS to HSDPA without disconnecting. Like others, new firmware and set to always connected.

And not on the phone at the time. Don't know if that helps troubleshooting!

Darn just got back from xmas dinner and turned on pc to have a play.
MSN Messenger disconnected followed by Skype and wouldn't log back on.
Got the no web pages thing again. Couldn't ping any websites. couldn't ping an ip address.

Modem is showing Connected
Connection type : Stuck on HSPDA
Signal Strength (Good) -83dBm

What I can see is very high ping rates and missed pings now that the connection is back up. What I have been doing is hit the disconnect button a few times.
Because the modem is set to connect upon traffic it will connect back up again.
I use MSN Messgenger and Skype so the will restart the connection.

I think it is network traffic or network problem but it's very strange , I have never encountered this behaviour at all before the firmware upgrade. It would just disconnect the line and then reconnect again.

That's a lot of modems you're going to be replacing Robert, Amanda.
Your call.

Just happened again when i tried to post this. Lucky for IE7 I can back tab and not loose all that i have typed.

Post Code : 4207

Mine has just disconnected again, even though it was still showing as connected on the modem screen, disconnected and reconnected.

This is getting beyond a joke, can I have my old firmware back please !!!

Smurfergirl writes...

Mine has just disconnected again, even though it was still showing as connected on the modem screen, disconnected and reconnected.

Have you experienced this symptom before Smurfergirl ?

I have not experienced this symptom before until I upgraded the firmware. I have had no disconnections before the firmware upgrade. I did have DNS issues which I don't even use Virgin's DNS servers anymore. And I had one search for network when we had those nasty storms.

I think there is too many of us to have this as an isolated incident.
This is like the 4 time this has happened to me in the last 2 hours.
Just went for a shower came back and it happened again.

Robert , Is it not possible for you to post the old firmware to your site to we can download it and apply it to our modems. Or is the problem that we can't go backwards with the firmware.

We're happy to help you diagnose a possible problem that could effect a lot of your customers if this new firmware was to be released to all your customers.
Maybe the fault is like you said is the firmware with the chipset that is causing this behaviour but at least you then know what you are up for as well. That means quite a few of us on whirlpool already need new modems.

I only downloaded the firmware to have a look at the new phone features now I feel it is a bad mistake and you're not giving us the opportunity to diagnose this problem for you.

Please, pretty please.

It just happened again while i went to post this.
What better way to find out if it is a firmware fault with this kind of frequency of this happening.

Smurfergirl writes...

This is getting beyond a joke, can I have my old firmware back please !!!

I am not convinced it is the firmware that is causing any issues. There was nothing changed in it, apart from the way it handled certain network messages (like the one that caused the 'Searching' issue) and had extra functions added in. We also did not see the sort of behaviour you are talking about in our testing.

It also seems as though there is an issue on the network rather than with the modem. The connection remains alive the entire time, but you get a cessation in traffic coming through. Disconnecting from the network and reconnecting to it seems to resolve the issue immediately, but it would be good to know if the traffic comes back of its own accord.

No, my internet connection has been pretty much rock solid since Virgin applied the patch, several months ago.

This has only happened since the upgrade and I am ready to chuck the modem in the lake over the road, it is driving me nuts.

It started out really well, but now it is just annoying the crap out of me.

I downloaded the new firmware to look at the new phone features too, boy am I sorry now.

Mine has also crapped out again since the last post I made, had to disconnect and reconnect, so what was the point of this upgrade again, I thought it was supposed to stop that.

Robert Tihanyi writes...

The connection remains alive the entire time, but you get a cessation in traffic coming through. Disconnecting from the network and reconnecting to it seems to resolve the issue immediately, but it would be good to know if the traffic comes back of its own accord.

No, it doesn't come back of its own accord, I have tried everything to get it to load the web pages again, but the only thing that works is to disconnect and reconnect via the button on the top of the modem.

This has only happened since the firmware update, it just seems odd that only those that have updated have had this problem.

Mine just did it again.
Nothing that I can think of to get it going again works.
What do you want us to try Robert, sit here for 1/2 hour or more to see if the connection comes back ????

I'm hoping it's a network issue for your sake too. Otherwise your support people are going to be mighty busy again diagnosing this fault.

Would it hurt you to give us the old firmware to find out if this is the case or not ?

Smurfergirl writes...

This has only happened since the firmware update, it just seems odd that only those that have updated have had this problem.

The biggest change in the modem's behaviour is the way it handles certain network responses. This means that it will, for example, not simply assume the network has 'disappeared' when the automatic 60min disconnect timer on the network disconnects idle connections (ie the 'Searching issue'). The very same network conditions may have been in place before, but the way the modem responded to it may have been different.

Furthermore, well over a hundred people have downloaded the firmware upgrade since I posted the link. So far, only a handful of people have reported this new behaviour, so it is a unique and specific problem we need to track. And again, it may well not be firmware related, but possibly the new firmware is highlighting another issue.

Lastly, how long have you left the modem before forcing it to reconnect? When I asked whether the traffic comes back on its own, it would be good to know how long it takes if it does. If possible, it would be good to see how long you can leave it after the issue begins before it reconnects, or remains in the same state.

Toongy writes...

What do you want us to try Robert, sit here for 1/2 hour or more to see if the connection comes back ????

For troubleshooting purposes, that would actually be helpful. Of course I understand if you do not wish to do it.

I'm hoping it's a network issue for your sake too. Otherwise your support people are going to be mighty busy again diagnosing this fault.

Would it hurt you to give us the old firmware to find out if this is the case or not ?

A very similar issue has been occurring for the last few weeks, and affecting different people at different times: forum-replies.cfm?t=859808

I still believe it is too early to assume that the firmware is causing this behaviour.

I'm more than happy to help Robert so when it does happen again I will give it max 1/2 hour for it to get going again. If it doesn't I'm not waiting any longer than that.
I think that is a fair call. If it can't recover in 1/2 hour then I don't think it has a good chance of recovering at all.

I have been using the net and the most I have given it is about 5 minutes before I pressed the disconnect button.

Had a look at the thread and I know what they mean by that now, It is behaving like they say but it ain't for 10 secs or 30 secs.

My modem has just gone completly haywire, the internet stopped working, then when I went to try pushing the buttons on the modem, it totally locked up.

I had to pull the power cable out and reinsert it.

BTW, I have tried leaving it alone for a couple of hours to see if it came back up, but it didn't.

Maybe I might need to send you a copy of the system log.

Smurfergirl writes...

My modem has just gone completly haywire, the internet stopped working, then when I went to try pushing the buttons on the modem, it totally locked up.

I had to pull the power cable out and reinsert it.

That happened to me once too. Locked up on the screen saver on the time display.

Are you resetting the modem through a web page interface on the console or physically pressing the button on the modem ?

Smurfergirl writes...

My modem has just gone completly haywire, the internet stopped working, then when I went to try pushing the buttons on the modem, it totally locked up.

It sounds more and more like you have a faulty modem. Perhaps the firwmare upgrade has exacerbated some internal issues with it, and possibly even triggered something. Of the thousands of modems we have now sent out, we have had some strange chipset behaviours, so this thing is not unheard of. We are more than happy to replace the modem.

Maybe I might need to send you a copy of the system log.

This would be fantastic, and hopefully it shows what is happening to the degree where we can isolate the fault.

Toongy writes...

I have been using the net and the most I have given it is about 5 minutes before I pressed the disconnect button.

That's plenty. Once it hits five minutes, we can assume that it likely wont recover the connection.

And considering your modem is showing similar signs to Smurfergirl's, we may need to replace yours too. Note that all modems shipped as of yesterday contain the new firmware, so at the least it would be a good test to see if the new modem exhibits the same issues.

Thanks Robert. I will give your guys a call and organise it on Thursday !
Maybe the other guys do have this problem and they are too drunk to play on whirpool.

richary writes...

Interestingly I went to the modem screen and it showed connected. Hit disconnect (thinking a reconnect might fix it) and it suddenly jumped from UMTS to HSDPA without disconnecting. Like others, new firmware and set to always connected.

If hitting the connect/disconnect button brought it to life then perhaps the connected status may be lying, with pressing the connect/disconnect button actually reconnecting.

cyberknutt writes...

If hitting the connect/disconnect button brought it to life then perhaps the connected status may be lying,

Indeed, it seems to me that this problem only surfaces when I select the new 'Always Connected' mode. If I have it on 'Automatically connect with traffic' and an idle disconnect of zero, it always stays connected!

Toongy writes... I will give your guys a call and organise it on Thursday
The call centre is working today BTW.

(Ross) writes...

Indeed, it seems to me that this problem only surfaces when I select the new 'Always Connected' mode.

Is it possible that Always Connected may not be handling the intermittent Internet interruptions properly - not recovering like it did before?

Mine is set to connect upon traffic.

How do I go about organising a new modem, because this is really driving me around the bend.

Have just gotten up, left the computer running all night and it was not connected this morning, even though the screen said it was.

Had to disconnect/reconnect again.

I even went through the quick set up with Virgin Support yesterday and followed their instructions.

BTW, I have one of the first modems ever sent out, as I signed up on day one.

I will email you the screen dump Robert.

Hi Robert.
Firstly Merry Xmas and hope all goes well for you guys in 2008

We have had VBB now since it was first released in the first week and things seem to going better overal.

Can you help me on this extract from your published pdf doc as we are actually on a wireless connection D-Link USB wireless stick and not the supplied ethernet cable ?? Is it still able to be done with our connection regardless??

Step 2: How do I upgrade my Modem firmware?
1. Connect the Modem to your computer via the supplied Ethernet cable. Do not attempt to upgrade via a wireless
connection.

Thanks and all the best...

Robert Tihanyi writes...

Furthermore, well over a hundred people have downloaded the firmware upgrade since I posted the link.

I've downloaded it, not installed it

Problems are the same here in QLD 4300 land
woke up this morning to my modem going crazy, I have had to pull the power cord out once already, because of the modem was just locking up and doing nothing.
I keep showing as connected but nothing is happening for me and getting pages not being able to load, then when I go in to management consol and hit "diconnect" it all of a sudden goes ok for a time.

I am experiencing the same as others, and particarly smurfergirl and others so I am guessing it is all thanks to the upgrade!!
This virgin BB is really getting on my nerves and I am starting to wish I had not signed up to the .... thing!!

Allan 4300

Still suffering in Gungahlin, ACT 2913.

Just had to pull the plug for the second time post upgrade. Modem hung, no internet traffic, no wifi. Never experienced this prior to upgrade. Too cranky to remember to test the phone at the time.

Goes to show Robert like I thought, too many of these guys having too much xmas cheers yesterday to report their problems.

Looks like new modems all round for us.

Merry Christmas :-) LOL

I hope your support guys are not going to give us a hard time about this and get us to do some crazy tests and diagnostics and not want to replace the modem.
Cause they will be getting a mouthful from me if they do.

BTW. Mine stopped working again this morning when I turned on my PC. Had to do the disconnect thing again.

My modem didnt lock up- but the internet would not come back on at all. I had to restart it from the modem console to get it back. Give me the old firmware back please!

(Ross) writes...

My modem didnt lock up- but the internet would not come back on at all. I had to restart it from the modem console to get it back. Give me the old firmware back please!

Ross, Didn't you say it only happens on the always connected mode or have your changed your mind now.
I have set mine back to automatically connect upon traffic and still does the same thing.

The modem doesn't lock up. Still shows connected and will even switch between UMTS and HSPDA but you can't get to any web pages or ping any web sites.

Presing the disconnect button a couple of times gets it going again.

I had it completely lock up only once which I had to pull the plug out of the modem and it hasn't happened again since.

Can anyone else help who lives in area code 4074 ( Forest Lake QLD ) ..

FWIW the service has been rock-solid for me since I upgraded the firmware.

ok more of the same problems here in Springfield Lakes Qld 4300.
I have had to reboot the power on my modem this morning as mentioned earlier in this thread!!
at 11:16am the connection was lost once again and I could not get any webpages to load despite the modem telling me it was connected, Once I went to the management consol and hit "Disconnect" everything was suddenly ok again, and I might add without the connection even showing as diconnected but rather just suddenly connected and working!!

11:30am I had the same problem again with MSN disconnecting, not being able to load Yahoo and no email working, "error msg for checking emails timed out"
The modem was showing as "connected" the whole time and seemed to be moving between UMTS and HSDPA with absolutely nothing happening!!

this went on for some 5 minutes like this untill I opened the Management consol page and hit the "Disconnect" button again!!
And again it did not show on the consol page as disconnecting, but the modem then showed as "auto connect" and the "conected" and then away everything went once again!!

I have been suffering the past intermitant connection problems the same as some others have, but this is new and is since loading the new firmware on to my modem!!
as stated by someone earlier, thanks for the Xmas present Virgin it is just what I needed, an internet connection that connects when it wants to and gives me a headache along the way!!

Allan

Toongy writes...

Ross, Didn't you say it only happens on the always connected mode or have your changed your mind now.

Changed my mind :)

Was hopeful changing the setting had worked. It hadn't. This firmware is terrible and very unreliable. I just hope Virgin can provide the old version for us asap.

(Ross) writes...

It hadn't. This firmware is terrible and very unreliable. I just hope Virgin can provide the old version for us asap.

I'll second that, 3 times already today, I am over it :-(