Kabaal
16-03-2010, 14:49
I just had my installation of the 20mb service this morning. Both TV and phone setup went fine, however, the modem would sync, flash ready for a while go back to synching, synch, flah read and keep doing this process over and over. So the engineer thought there was something up with the modem and went and got another to try, same thing.
The only other thing he did was phone another installer and ask if his last broadband install this morning had went fine which it had, in another town. Then he decided to tell me that he'd seen a network van 2 doors down from my house earlier so there must be a problem with the network and that it would be fixed within the hour, this was a blatant lie. Then he promptly left.
I waited an hour or so but the modem was still going through the same cycle as above so i phoned 151. After being put on hold a couple of times, taking the mac address from the new router i was told there was a problem with the platform it had been installed on and it had been sent to a higher tech dept and will probably be fixed within 24hrs but might take up to 5 days.
Is this normal, can any of it be true? And what is the "problem with the platform it was installed on"? needless to say i'm a bit wary of what callcentres say, nevermind having been straight up lied to by the engineer beforehand. Not off to a good start.
Should i just wait for the 24hrs - 5 days to pass or is there anything else i can do?
---------- Post added at 13:49 ---------- Previous post was at 12:25 ----------
Posted this on the VM support forum too but don't really hold out much hope for an answer.
Stats from the modem itself in case any use.
Not sure if any of this is useful or not as the problem apparently is on VM's end
Cable Modem Information
Cable Modem : DOCSIS 1.0/1.1/2.0 Compliant
MAC Address :
Serial Number :
Boot Code Version : 1.1.2c
Software Version : 2.111.1001
Hardware Version : 1.9
Cable Modem Status
Item Status Comments
Acquire a Downstream Channel 331000000 Hz Locked
Connectivity State In Progress Upstream Parameters Acquired
Boot State In Progress Unknown
Cable Modem Upstream
Upstream Lock : Not Locked
Upstream Channel ID : 4
Upstream Frequency : 29200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 61.0 dBmV
Upstream Mini-Slot Size : 2
Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 5
Downstream Frequency : 331000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : -7.1 dBmV
Downstream SNR : 37.8 dB
Cable Modem Upstream Burst
Modulation Type QPSK QPSK QPSK 16QAM 16QAM
Differential Encoding Off Off Off Off Off
Preamble Length 64 128 128 200 216
Preamble Value Offset 244 6 6 504 504
FEC Error Correction (T) 0 5 5 5 9
FEC Codeword Information Bytes (k) 16 34 34 78 232
Scrambler Seed 338 338 338 338 338
Maximum Burst Size 0 0 0 19 139
Guard Time Size 8 48 48 17 77
Last Codeword Length Fixed Fixed Fixed Short Short
Scrambler on/off On On On On On
Cable Modem Operation Configuration
Network Access : Denied
Maximum Downstream Data Rate : 0
Maximum Upstream Data Rate : 0
Maximum Upstream Channel Burst : 0
Maximum Number of CPEs : -1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Enabled
The only other thing he did was phone another installer and ask if his last broadband install this morning had went fine which it had, in another town. Then he decided to tell me that he'd seen a network van 2 doors down from my house earlier so there must be a problem with the network and that it would be fixed within the hour, this was a blatant lie. Then he promptly left.
I waited an hour or so but the modem was still going through the same cycle as above so i phoned 151. After being put on hold a couple of times, taking the mac address from the new router i was told there was a problem with the platform it had been installed on and it had been sent to a higher tech dept and will probably be fixed within 24hrs but might take up to 5 days.
Is this normal, can any of it be true? And what is the "problem with the platform it was installed on"? needless to say i'm a bit wary of what callcentres say, nevermind having been straight up lied to by the engineer beforehand. Not off to a good start.
Should i just wait for the 24hrs - 5 days to pass or is there anything else i can do?
---------- Post added at 13:49 ---------- Previous post was at 12:25 ----------
Posted this on the VM support forum too but don't really hold out much hope for an answer.
Stats from the modem itself in case any use.
Not sure if any of this is useful or not as the problem apparently is on VM's end
Cable Modem Information
Cable Modem : DOCSIS 1.0/1.1/2.0 Compliant
MAC Address :
Serial Number :
Boot Code Version : 1.1.2c
Software Version : 2.111.1001
Hardware Version : 1.9
Cable Modem Status
Item Status Comments
Acquire a Downstream Channel 331000000 Hz Locked
Connectivity State In Progress Upstream Parameters Acquired
Boot State In Progress Unknown
Cable Modem Upstream
Upstream Lock : Not Locked
Upstream Channel ID : 4
Upstream Frequency : 29200000 Hz
Upstream Modulation : QAM16
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 61.0 dBmV
Upstream Mini-Slot Size : 2
Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 5
Downstream Frequency : 331000000 Hz
Downstream Modulation : QAM256
Downstream Symbol Rate : 5360.537 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : -7.1 dBmV
Downstream SNR : 37.8 dB
Cable Modem Upstream Burst
Modulation Type QPSK QPSK QPSK 16QAM 16QAM
Differential Encoding Off Off Off Off Off
Preamble Length 64 128 128 200 216
Preamble Value Offset 244 6 6 504 504
FEC Error Correction (T) 0 5 5 5 9
FEC Codeword Information Bytes (k) 16 34 34 78 232
Scrambler Seed 338 338 338 338 338
Maximum Burst Size 0 0 0 19 139
Guard Time Size 8 48 48 17 77
Last Codeword Length Fixed Fixed Fixed Short Short
Scrambler on/off On On On On On
Cable Modem Operation Configuration
Network Access : Denied
Maximum Downstream Data Rate : 0
Maximum Upstream Data Rate : 0
Maximum Upstream Channel Burst : 0
Maximum Number of CPEs : -1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Enabled