I started complaining to VM 6 months ago about my routine router reboots and constant loss of broadband, they have sent out an engineer 3 times in the 6 months and they all seem to give no coherent explanation or resolution, most recently there was some 'FEC' errors which would be fixed in a week, 2 months later it's worse than ever
I work from home a lot and it's just impossible to get anything done I mosthly tether away my 10GB 3G data between my two mobile phones.
I also work late nights a lot working US cases and right now for example the router is 2 minutes on 30 minutes off, I don't even bother with it anymore but I'm paying a lot of money for my package.
Fed up with the pointless long call to VM support when I know it always ends up with them sending out a time wasting engineer requiring me to waste a day of work waiting for them to fiddle with the cable and tell you it should be fixed except that within a week the service has deteriorated all over again
Would really appreciate If anyone can help me understand what on earth is wrong, I'll just post the information I can find.
Both your Upstream power levels are maxxed out, this could be causing the disconnnectios and would explain the FEC errors. Obviously this problem has not been fixed yet.
Basically the Hub sends a "keep alive" (Ranging Request) signal to VM's Cable Modem Termination System every 30secs, the CMTS will reply to the keep alive signal (Ranging Reply) passing on additional technical information like how well it can hear the signal and "fine tuning" info like timing. If the CMTS is receiving a weak signal from the Hub due to an upstream impairment like noise, the CMTS will ask the Hub to increase it's transmit power so the CMTS can hear it better. If the Hub has reached it's maximum transmit power and cannot increase it's transmit power a T4 error will be thrown and the Hub will drop the connection and re-register with VM's CMTS.
Upstream noise on a segment can be hard to track down, as it can eminate from anyhere from a loose conection at the CMTS to someone modifying their VM cabling. However, 2 months is a long time to fix this fault. Normally I would suggest phoning in for a quick fix, but would probably would not much good judging by your past experiences, hopefully a VM Forum Team member will pick up the thread and give you some idea what is happening.
On second thoughts it might be worth phoning in again, (Insisting you be passed on to second line support if needs be) if only to press them for a fault reference number for the FEC fault with which may entitle you to a discount off your bill, scant compensation but every little helps.
thanks for the break down griffin, the last engineer that attended looked at the router status thought the errors were too high so I'd have thought he knew what he was saying about the FEC errors being fixed in a week.
I'll try getting through to second line support as you suggest.