elektricity
27-10-2008, 20:08
hi all
I'll start from the top
a week ago my modem was not working, sync light was on but the ready light was flashing.
Called VM up and arranged an engineer.
The following morning modem was working so I cancelled the call.
The next day same issue again. After a call to VM I am told there is a known issue in my are and it will be fixed the following day.
Two days later still no stable broadband.
After some playing around I found that removing the splitter that VM provided in the Modem pack fixed the issue. Not really a fix as the splitter is providing signal to the modem and the STB.
Due to work commitments I was not able to call VM until last friday.
Engineer came out on Saturday tested the line, scratched his head a bit then logged into the modem, he found the Upstream transmit power level to be 61dB, which is too high.
I was then told that this issue had been going on in my area for a few weeks and should have been fixed.
Engineer calls line manager has a conversation, then tells me I should not be using the splitter that VM provided in the cable modem pack and I should put the STB back upstairs and have the Modem connected directly to the wall socket.
Again not really a fix.
I am told a network engineer will be attending to the box at the end of my street to fix the issue later in the day.
I must mention that even with the splitter removed the Upstream is still at 61dB but connects. As is the STB regardless of being on the splitter or on its own cable upstairs.
Come home this evening thinking perhaps they left fixing it until today, but still upstream is at 61dB using the splitter causes the modem to fail.
another call to VM and I am told the issue was fixed on Saturday and regardless of the fact I am logged into the modem looking at the high upstream signal I am told that it is fine. after much protesting they have agreed to send me a new modem.
Sorry for the wall of text but I thought the whole story was needed.
Is the replacement modem likely to fix the issue, if not has anyone experienced this issue and the differing information that the engineer and the callcenter are telling me?
thanks
I'll start from the top
a week ago my modem was not working, sync light was on but the ready light was flashing.
Called VM up and arranged an engineer.
The following morning modem was working so I cancelled the call.
The next day same issue again. After a call to VM I am told there is a known issue in my are and it will be fixed the following day.
Two days later still no stable broadband.
After some playing around I found that removing the splitter that VM provided in the Modem pack fixed the issue. Not really a fix as the splitter is providing signal to the modem and the STB.
Due to work commitments I was not able to call VM until last friday.
Engineer came out on Saturday tested the line, scratched his head a bit then logged into the modem, he found the Upstream transmit power level to be 61dB, which is too high.
I was then told that this issue had been going on in my area for a few weeks and should have been fixed.
Engineer calls line manager has a conversation, then tells me I should not be using the splitter that VM provided in the cable modem pack and I should put the STB back upstairs and have the Modem connected directly to the wall socket.
Again not really a fix.
I am told a network engineer will be attending to the box at the end of my street to fix the issue later in the day.
I must mention that even with the splitter removed the Upstream is still at 61dB but connects. As is the STB regardless of being on the splitter or on its own cable upstairs.
Come home this evening thinking perhaps they left fixing it until today, but still upstream is at 61dB using the splitter causes the modem to fail.
another call to VM and I am told the issue was fixed on Saturday and regardless of the fact I am logged into the modem looking at the high upstream signal I am told that it is fine. after much protesting they have agreed to send me a new modem.
Sorry for the wall of text but I thought the whole story was needed.
Is the replacement modem likely to fix the issue, if not has anyone experienced this issue and the differing information that the engineer and the callcenter are telling me?
thanks