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WD6 - Area issues for 2 weeks
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Old 09-12-2013, 23:33   #1
nc11
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WD6 - Area issues for 2 weeks

So the service has been fine for months. Not fantastic speed-wise (never seen 120mb), but good enough and consistent.

These past couple of weeks, though, they've been lots of dropped packets, outages, flapping service, etc.. Support folks suggested that there's an issue in the area, engineer has been sent and ETA for a fix is midnight...

Luckily I've got an ADSL service as well, which I'm using during outages (much slower but at least it's something ), but this is starting to annoy me.

Where can I get further information as to what the issue is, and what is the long term plan of action?

And just in case, here's my power levels...

Downstream
DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8
Frequency (Hz) 298750000 Hz 266750000 Hz 274750000 Hz 282750000 Hz 290750000 Hz 306750000 Hz 314750000 Hz 322750000 Hz
Lock Status(QAM Lock/FEC Sync/MPEG Lock) Locked Locked Locked Locked Locked Locked Locked Locked
Channel ID 109 105 106 107 108 110 111 112
Modulation QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256
Symbol Rate (Msym/sec) 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000 6.952000
Interleave Depth I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17 I=12
J=17
Power Level (dBmV) 2.6 dBmV 1.7 dBmV 1.5 dBmV 1.8 dBmV 1.5 dBmV 2.9 dBmV 2.9 dBmV 2.6 dBmV
RxMER (dB) 37.4 dB 38.5 dB 38.2 dB 38.5 dB 38.2 dB 37.5 dB 37.2 dB 37.1 dB

Upstream
US-1 US-2 US-3 US-4
Channel Type 2.0 2.0 N/A N/A
Channel ID 3 1 N/A N/A
Frequency (Hz) 27400000 Hz 45800000 Hz N/A N/A
Ranging Status Success Success N/A N/A
Modulation QAM16 QAM16 N/A N/A
Symbol Rate (Sym/sec) 5120000 5120000 N/A N/A
Mini-Slot Size 128 128 N/A N/A
Power Level (dBmV) 41.0 dBmV 40.3 dBmV N/A N/A
T1 Timeouts 0 0 N/A N/A
T2 Timeouts 0 0 N/A N/A
T3 Timeouts 2 2 N/A N/A
T4 Timeouts 1 1 N/A N/A


Cheers,

NC
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Old 10-12-2013, 11:06   #2
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Re: WD6 - Area issues for 2 weeks

Your stats look fine, so it's likely an area issue as you say.
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Old 10-12-2013, 23:58   #3
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Re: WD6 - Area issues for 2 weeks

So how do I get an idea of what the area issue is and what they're doing to resolve?
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Old 11-12-2013, 15:06   #4
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Re: WD6 - Area issues for 2 weeks

Phone them up and ask them, post on their forum or tweet their social network team. Unfortunately, those are your best options.
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Old 23-11-2014, 20:56   #5
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Re: WD6 - Area issues for 2 weeks

So I've been away from the forum for a while...

The issue reported at the start of this thread produced a hefty credit (around £200) to account for what is referred to as a "utility fault". The credit has been used up until July 2014 and I've been paying my normal fee of £38 since.

In the past few months the service has had some issues - latency, outages, packet drops, etc. and I've been monitoring it with the TB quality monitor regularly. Upon reporting the issues to VM, I've asked for a resolution update on the original fault and an appropriate credit applied again.

To cut a long story short, I've only been able to get a £75 credit. Reasons outlined were that I've been able to use the service since July, so no 100% loss, and that their new "policy" is to credit £12 a month for high utilization issues.

I'm not sure if that's acceptable though. The service during the past 3 days has been appalling (see attached). I'm out of contract so can move to BT easily, but will lose speed. I've had this complaint dealt with the CEO office, so cannot go any higher, etc.

Any ideas?

Cheers,
NC

Current
My Broadband Ping

Normal
My Broadband Ping
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Old 24-11-2014, 12:25   #6
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Re: WD6 - Area issues for 2 weeks

23/11 is not a utilization fault, it's a plain ol' fault fault.
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Old 24-11-2014, 20:32   #7
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Re: WD6 - Area issues for 2 weeks

Yes, I agree. It's just got back to life, albeit very slow (30-40m) and rather 'flaky'. On the phone to find out what's been done.

scrap that - call disconnected after 20 minutes on hold :-)

Here we go again...
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