20mbps Virgin cable - stability and tech support

[ex-marine]

Originally Posted by SnoopZ

Your upstream of 54dB is far to high and you need to get that sorted with a tech call out.

Thanks, given that the engineer today (supposed to be tech) had never heard of ping....how can I ensure a suitable tech is sent, any advice welcome :|

[sollp]

Originally Posted by ex-marine

Thanks, given that the engineer today (supposed to be tech) had never heard of ping....how can I ensure a suitable tech is sent, any advice welcome :|

You can't, what stands before you, is what you get. Most are fairly good at there job, if the Tech knows what he is doing it shouldn't take long to find the problem/s.

[ex-marine]

Originally Posted by sollp

You can't, what stands before you, is what you get. Most are fairly good at there job, if the Tech knows what he is doing it shouldn't take long to find the problem/s.

Thanks, might just have another punt at the engineer pot-luck lottery then. This is the same guy (with the same "charming" boss) who turned up 3 months ago to investigate a major outage in the area so he may well be the best/most available they have.

Thanks again for the feedback/options, I'll certainly use them to look into it further, I have been up for a number of days trying to resolve this so I must go to bed, I'll check back regularly and will feed back any outcomes as well.

[whydoIneedatech]

Originally Posted by ex-marine

Thanks, given that the engineer today (supposed to be tech) had never heard of ping....how can I ensure a suitable tech is sent, any advice welcome :|

The Engineer does not need to know about pings, as he is not supposed to touch your computer for legal reasons, he is supposed to test the connection on the modem and the power levels, they are not computer engineers.

[mmm]

I used to have problems with upstream power, but not any more:-

Downstream Receive Power Level : 	0.5 dBmV
Downstream SNR : 	33.6 dB
Upstream transmit Power Level : 	41.5 dBmV

Was finally fixed by swapping the Terayon modem for an ntl250, but before that a decent tech adjusted the power by moving the cable attach point in the green cab to a "higher tap" - they include a range of power outputs to cater for different cable lengths.

[Paul F]

My internet has been playing up since last friday, virgin said it was down to US routers playing up and is nothing they can do. I cant access half the sites i use everyday, so i've had to use my nokia fone as a modem to check my email and my online auctions on ebay

[ex-marine]

Originally Posted by whydoIneedatech

The Engineer does not need to know about pings, as he is not supposed to touch your computer for legal reasons, he is supposed to test the connection on the modem and the power levels, they are not computer engineers.

That's a completely valid point, I didn't think about it in that way. I tend to think tech = generally technical as well which is an unfair assumption.

I know nothing about telephony s/n ratios etc as my job is routing so I may well be unfairly chastising the engineer.

I was thinking that to diagnose routing/congestion/contention issues a tech would need at least to understand these things but from what you are saying, their job is normally to simply check the lines etc which is fair enough.

---------- Post added at 08:18 ---------- Previous post was at 08:17 ----------

Originally Posted by mmm

I used to have problems with upstream power, but not any more:-

Downstream Receive Power Level : 	0.5 dBmV
Downstream SNR : 	33.6 dB
Upstream transmit Power Level : 	41.5 dBmV

Was finally fixed by swapping the Terayon modem for an ntl250, but before that a decent tech adjusted the power by moving the cable attach point in the green cab to a "higher tap" - they include a range of power outputs to cater for different cable lengths.

Thanks for that, if another tech comes out I will offer it as a potential suggestion and see what they think

[whydoIneedatech]

Originally Posted by ex-marine

That's a completely valid point, I didn't think about it in that way. I tend to think tech = generally technical as well which is an unfair assumption.

I know nothing about telephony s/n ratios etc as my job is routing so I may well be unfairly chastising the engineer.

I was thinking that to diagnose routing/congestion/contention issues a tech would need at least to understand these things but from what you are saying, their job is normally to simply check the lines etc which is fair enough.

---------- Post added at 08:18 ---------- Previous post was at 08:17 ----------




Thanks for that, if another tech comes out I will offer it as a potential suggestion and see what they think

The engineers used to leave properties after checking connections on customers PCs, then a little later customer relations would get a call saying the engineer had broke their PC and claim for damages, so its the hands off approach now.

[techyguy4]

Hi, just tested this modem and there is a loss(arounf 40% as of now). The chances of modem being faulty are very few since its a brand new modem. I think can be sorted out by repulling(relaying the cable from street box).

[ex-marine]

Originally Posted by techyguy4

Hi, just tested this modem and there is a loss(arounf 40% as of now). The chances of modem being faulty are very few since its a brand new modem. I think can be sorted out by repulling(relaying the cable from street box).

How would I go about organising this?

[techyguy4]

Normally you need to call tech support.They will send out a technician to your place. This technician would not be able to do the repulling for you but once he finds out that repulling needs to be done,he will call networks team and they will give you the appointment for the repull technician.I think the other way out is through CMC but I am not too sure.If you want, you can give it a try.

[whydoIneedatech]

Originally Posted by techyguy4

Normally you need to call tech support.They will send out a technician to your place. This technician would not be able to do the repulling for you but once he finds out that repulling needs to be done,he will call networks team and they will give you the appointment for the repull technician.I think the other way out is through CMC but I am not too sure.If you want, you can give it a try.

Which Call centre are you in? choice of 3.

[techyguy4]

Originally Posted by whydoIneedatech

Which Call centre are you in? choice of 3.

Delhi.

[whydoIneedatech]

Originally Posted by techyguy4

Delhi.

The others are a bit far from you.

[techyguy4]

Yes they are.And I think you are based in Knowsley (telewest platform).