Online Error - No Interactive / OD Stuff

[xeepo]

Hi all,

Sorry it's been so long, but there really wasn't much to report and no obvious progress was made by any engineer. Initially, having been very frustrated by there obviously being a fault somewhere between my external wall and the Croydon headend since literally everything internal was swapped-out by VM engineers - cables, splitters, STB, modem, wall boxes - the lot...

I spoke to the guys on the phone, explained the situation and originally asked them for some sort of discount given that around 10 engineers have visited and no one can work out what's wrong... She explained that as I'm currently still on a promotional rate (free telly for 2mths) as I only had it installed a while back, this obviously wasn't possible - yet... however she agreed to make a note on my account saying that I couldn't be held to my contract with VM until such a time as this issue, which was present from install is rectified.

A little worn down from the whole fiasco I left it at that, however somewhat randomly last week my STB's online light stopped flashing and is now steady on all the time.

HOWEVER, all the interactive and OD services still aren't working and simply say call support quoting 1021 when they're accessed.

Upon going into the technical stuff screen; the DHCP return path still says off and within the logging section of this screen - along-side various times and dates is the message "(1021)"

I spoke to VM on the phone this morning and explained the whole scenario, and he said he'd "try sending some signals to the box", which unfortunately did nothing.... he then suggested booking yet another appointment for a tecchy to come and take a look at it....

This'll have to wait a week or two since I'm busy with work, but does anyone else have any views on this? Seems a little odd that it's still saying DHCP off and 1021 despite having a steady-on online light and the box having "locked on" apparently... (phrase I became very familiar with having so many VM people round!!)

Odd!!

[jb66]

Originally Posted by xeepo

Hi all,

Sorry it's been so long, but there really wasn't much to report and no obvious progress was made by any engineer. Initially, having been very frustrated by there obviously being a fault somewhere between my external wall and the Croydon headend since literally everything internal was swapped-out by VM engineers - cables, splitters, STB, modem, wall boxes - the lot...

I spoke to the guys on the phone, explained the situation and originally asked them for some sort of discount given that around 10 engineers have visited and no one can work out what's wrong... She explained that as I'm currently still on a promotional rate (free telly for 2mths) as I only had it installed a while back, this obviously wasn't possible - yet... however she agreed to make a note on my account saying that I couldn't be held to my contract with VM until such a time as this issue, which was present from install is rectified.

A little worn down from the whole fiasco I left it at that, however somewhat randomly last week my STB's online light stopped flashing and is now steady on all the time.

HOWEVER, all the interactive and OD services still aren't working and simply say call support quoting 1021 when they're accessed.

Upon going into the technical stuff screen; the DHCP return path still says off and within the logging section of this screen - along-side various times and dates is the message "(1021)"

I spoke to VM on the phone this morning and explained the whole scenario, and he said he'd "try sending some signals to the box", which unfortunately did nothing.... he then suggested booking yet another appointment for a tecchy to come and take a look at it....

This'll have to wait a week or two since I'm busy with work, but does anyone else have any views on this? Seems a little odd that it's still saying DHCP off and 1021 despite having a steady-on online light and the box having "locked on" apparently... (phrase I became very familiar with having so many VM people round!!)

Odd!!

Something has happend this week, ive noticed boxes online light are staying on before i've activated them (they should flash), which is unusual. The light is solid but its still not locked on. If your modem works then the interactive should as it is the same signal. If it doesnt work then its not an issue for an engineer but for IT.

Maybe you could post your modem stats to see if masque can see if there is anything wrong with your return path etc

[xeepo]

Thats the weird thing, my modem and BB seem fine... How would I go about doing the modem stats thing?