berkut
07-06-2010, 18:04
sorry for the monologue but here goes
I have been a customer for 8 years. Originally had TV, BB and phone but got so fed up with the issues I had with the TV service (box freezing and needing rebooted several times per day) that I went to Sky about 5-6 years ago but kept BB and phone with NTL (VM).
Every 6-8 months or so I suffer a problem with BB and it goes wonky, I complain and get an engineer who replaces the modem and everything is OK for another 6-8 months or so.
About 2-3 years ago same cycle and the engineer arrived, I told my tale of woe he tested and the signals were OK. He tested again this time for analogue frequencies and hey presto one of those was down. He said this indicated a possible fault on the cable or the cable is losing too much signal due to distance from cab as it is RG6 cable (approx 110m-120m taking into consideration the internal cable) and that I would probably benefit from a re-pull putting in RG11 cable instead. He called his manager and got told no replace the modem.
The cycle continues and I am now on my 3 modem since then.
Over the last while I have been having to reboot my cable modem once or twice a week or my firewall (IPCop) to get connectivity going again. I accepted this as an inconvenience as most of the time the BB is fine and put it down to either engineering work or something being done to kick cloned modems (the sooner these are stopped the better IMO)
Over the last 3 weeks or so my connection has been almost unusable sometimes going off from 30mins to hours at a time (last Wed was 6 hours the week before 10 hours) with upstream power registering 55.2 to as high as 58.
I had an engineer out 2 weeks ago, he tested my levels and all were OK he change the connector in the street cabinet and also the isolator in the house and the drop cable. All was OK for 2 days or so on the Friday I was offline most of the day again.
I called on the Saturday morning ( 1 week ago) and spoke to support in Liverpool the guy i spoke to said he couldn't see anything wrong with the modem at that time, I said the connection was working but had been off and that the ready light was flashing (been a lot of this lately), this gave him an idea and he checked my upstream SNR and it was 20db he said this needed to be more than 28db and was most likely the cause of my problems and he booked an engineer for the Wed again 9-1.
Wed morning internet went down at 09:45 I called and spoke to someone else in Liverpool (I refuse to speak to India) and they added my upstream power level to the call (68) and confirmed I had an engineer that day. 2pm no engineer I called again and got told that no engineer was booked for me and none were available until Friday. I was not happy but after a long discussion it was decided as I was having V+ fitted on Saturday it was best to have this guy sort the problems.
Saturday the guy comes to fit the V+ and is not best pleased because it is not a simple swap out as my cable modem is in the upstairs bedroom and there is no split in the cable or drop in to the living room. Oh and also there is nothing he can do about my upstream... that is networks. He fits the V+ box and jiggles my connection in the cabinet and my upstream seems to settle at 53 and all seems stable.
Monday - today - internet down again and V+ menus hanging (one of the reasons for ditching TV years ago) I call again. The girl I spoke to in Liverpool watches my modem go offline and online for no apparent reason, I suggested checking the upstream SNR... it is 18db... she has booked the lead tech for the area to visit on Wednesday 4-7 to have a look at all this.
The street cabinet has 3 x 24db taps in it the engineer last week said one of these could be doing with getting changed to 15db to boost the signal and maybe I could be doing with a re-pull (a few support people have mentioned this now) but you guessed it at the time there was nothing he could do about it
I have a big issue here and am wondering what is a reasonable expectation/course of action to have this fixed to my satisfaction...
I should add a couple of my neighbours are having problems with internet too.
And my internet connection has been down all of today again (no access from work to my e-mail server)
:mad:
Berkut
I have been a customer for 8 years. Originally had TV, BB and phone but got so fed up with the issues I had with the TV service (box freezing and needing rebooted several times per day) that I went to Sky about 5-6 years ago but kept BB and phone with NTL (VM).
Every 6-8 months or so I suffer a problem with BB and it goes wonky, I complain and get an engineer who replaces the modem and everything is OK for another 6-8 months or so.
About 2-3 years ago same cycle and the engineer arrived, I told my tale of woe he tested and the signals were OK. He tested again this time for analogue frequencies and hey presto one of those was down. He said this indicated a possible fault on the cable or the cable is losing too much signal due to distance from cab as it is RG6 cable (approx 110m-120m taking into consideration the internal cable) and that I would probably benefit from a re-pull putting in RG11 cable instead. He called his manager and got told no replace the modem.
The cycle continues and I am now on my 3 modem since then.
Over the last while I have been having to reboot my cable modem once or twice a week or my firewall (IPCop) to get connectivity going again. I accepted this as an inconvenience as most of the time the BB is fine and put it down to either engineering work or something being done to kick cloned modems (the sooner these are stopped the better IMO)
Over the last 3 weeks or so my connection has been almost unusable sometimes going off from 30mins to hours at a time (last Wed was 6 hours the week before 10 hours) with upstream power registering 55.2 to as high as 58.
I had an engineer out 2 weeks ago, he tested my levels and all were OK he change the connector in the street cabinet and also the isolator in the house and the drop cable. All was OK for 2 days or so on the Friday I was offline most of the day again.
I called on the Saturday morning ( 1 week ago) and spoke to support in Liverpool the guy i spoke to said he couldn't see anything wrong with the modem at that time, I said the connection was working but had been off and that the ready light was flashing (been a lot of this lately), this gave him an idea and he checked my upstream SNR and it was 20db he said this needed to be more than 28db and was most likely the cause of my problems and he booked an engineer for the Wed again 9-1.
Wed morning internet went down at 09:45 I called and spoke to someone else in Liverpool (I refuse to speak to India) and they added my upstream power level to the call (68) and confirmed I had an engineer that day. 2pm no engineer I called again and got told that no engineer was booked for me and none were available until Friday. I was not happy but after a long discussion it was decided as I was having V+ fitted on Saturday it was best to have this guy sort the problems.
Saturday the guy comes to fit the V+ and is not best pleased because it is not a simple swap out as my cable modem is in the upstairs bedroom and there is no split in the cable or drop in to the living room. Oh and also there is nothing he can do about my upstream... that is networks. He fits the V+ box and jiggles my connection in the cabinet and my upstream seems to settle at 53 and all seems stable.
Monday - today - internet down again and V+ menus hanging (one of the reasons for ditching TV years ago) I call again. The girl I spoke to in Liverpool watches my modem go offline and online for no apparent reason, I suggested checking the upstream SNR... it is 18db... she has booked the lead tech for the area to visit on Wednesday 4-7 to have a look at all this.
The street cabinet has 3 x 24db taps in it the engineer last week said one of these could be doing with getting changed to 15db to boost the signal and maybe I could be doing with a re-pull (a few support people have mentioned this now) but you guessed it at the time there was nothing he could do about it
I have a big issue here and am wondering what is a reasonable expectation/course of action to have this fixed to my satisfaction...
I should add a couple of my neighbours are having problems with internet too.
And my internet connection has been down all of today again (no access from work to my e-mail server)
:mad:
Berkut