k.e.jones
13-06-2010, 23:03
Hi,
If anyone can give me a second opinion on this I'd be really appreciative! We had a very short brownout this morning. We had to nip out shortly afterwards so I didn't notice that the 10Mb broadband didn't come back up.
When I returned I ran everything through all the diagnostics, reboots, cool off and insider knowledge I could remember about STB behaviour but my router didn't pick up a DHCP lease (neither did 2 computers or a laptop I directly attached to provision).
20 years in IT support says my network works fine but I did remove it all to test everything in its simplest form.
I checked the STB logs and found it was giving,
(8021)
then a few CAK (first pair failed, second success)
then a DMX reset (EMM) which failed with 0, 95 after each line
which didn't sound very hopeful.
I rang the support line,
a) Got through the number punching to reach a dead echoing phone line.
b) Got through to a support guy in the Indian call centre who redirected me STB support, which went dead after some more number punching exercises.
c) Got a dead echoing line again after some more number punching.
d) Eventually got through to a support chap (again India) who;
After a short chat with his line supervisor, started to lead me through the Vista test instructions at which point I mentioned having checked all that and was in the support business myself. He tried to explain to me the instructions again, at which point I said he didn't need to explain it, I already knew that the computers were working. I mentioned I was getting errors on the STB. I listed those errors and he said he would test the connection. He said their were no faults and then passed me on to a cable modem replacement chap (? it was hard to catch what department with the rather thick accent).
There, I was greeted by a chap who proceeded to sell me a cable modem as an upgrade with a price reduction on my rental etc. I said all I was looking for was for the broadband to work. He reiterated the deal.
a) He stated it would be more reliable, to which my reply was this is the first time in 4 years it's gone wrong.
b) He asked if I was happy. I said I will be if it works.
After a bit more wrangling to get out of waiting two weeks for an installer and just asking for the modem to be delivered asap, I'm now waiting.
Yeh, okay, guilty, if my rental goes down and the speed goes up then that's fine with me but I have no clue at this moment whether the STB became faulty, whether the cable modem being sold as a replacement for a fault is fair practise in this situation nor am I confident that the service itself will work when it arrives.
Does anyone know if the errors above look like a faulty STB? Should a replacement not be supplied for free? Should the support staff have at least taken notice of the error codes?
The STB still shows TV fine, on-demand even works quicker since its been rebooted. All the settings look normal. It's got its own IP and the DHCP return path is on. It's just those errors showing in the log.
If anyone has any clues, please let me know!
Regards,
Keith
PS: Yep, I checked the service pages and they said everything was fine for my postcode.
If anyone can give me a second opinion on this I'd be really appreciative! We had a very short brownout this morning. We had to nip out shortly afterwards so I didn't notice that the 10Mb broadband didn't come back up.
When I returned I ran everything through all the diagnostics, reboots, cool off and insider knowledge I could remember about STB behaviour but my router didn't pick up a DHCP lease (neither did 2 computers or a laptop I directly attached to provision).
20 years in IT support says my network works fine but I did remove it all to test everything in its simplest form.
I checked the STB logs and found it was giving,
(8021)
then a few CAK (first pair failed, second success)
then a DMX reset (EMM) which failed with 0, 95 after each line
which didn't sound very hopeful.
I rang the support line,
a) Got through the number punching to reach a dead echoing phone line.
b) Got through to a support guy in the Indian call centre who redirected me STB support, which went dead after some more number punching exercises.
c) Got a dead echoing line again after some more number punching.
d) Eventually got through to a support chap (again India) who;
After a short chat with his line supervisor, started to lead me through the Vista test instructions at which point I mentioned having checked all that and was in the support business myself. He tried to explain to me the instructions again, at which point I said he didn't need to explain it, I already knew that the computers were working. I mentioned I was getting errors on the STB. I listed those errors and he said he would test the connection. He said their were no faults and then passed me on to a cable modem replacement chap (? it was hard to catch what department with the rather thick accent).
There, I was greeted by a chap who proceeded to sell me a cable modem as an upgrade with a price reduction on my rental etc. I said all I was looking for was for the broadband to work. He reiterated the deal.
a) He stated it would be more reliable, to which my reply was this is the first time in 4 years it's gone wrong.
b) He asked if I was happy. I said I will be if it works.
After a bit more wrangling to get out of waiting two weeks for an installer and just asking for the modem to be delivered asap, I'm now waiting.
Yeh, okay, guilty, if my rental goes down and the speed goes up then that's fine with me but I have no clue at this moment whether the STB became faulty, whether the cable modem being sold as a replacement for a fault is fair practise in this situation nor am I confident that the service itself will work when it arrives.
Does anyone know if the errors above look like a faulty STB? Should a replacement not be supplied for free? Should the support staff have at least taken notice of the error codes?
The STB still shows TV fine, on-demand even works quicker since its been rebooted. All the settings look normal. It's got its own IP and the DHCP return path is on. It's just those errors showing in the log.
If anyone has any clues, please let me know!
Regards,
Keith
PS: Yep, I checked the service pages and they said everything was fine for my postcode.