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kelv1n
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10kb upload (SM6, Surrey) and 11 days to get an engineer..

Hi All

Our internet had suddenly got really bad, with upload speeds < 10k, on calling support the guy did some stuff, asked me to reboot it, then said it had a bad SNR and would an engineer.. Which is fine, but then he told me it would be 10 days.

  1. Is this normal?
  2. Can anybody recommend a way to get this expedited?
  3. Or what can I do myself?

My partner works from home, so at present I'm getting it in the ear, as Virgin was my idea Smiley Mad


Downstream is about 2.9dBmV with and SNR or around 38-40dB.. Our upload power level is 44dBmV, but I can't see an SNR stat for this.


Thanks

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Superuser
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Re: 10kb upload (SM1, Surrey) and 11 days to get an engineer..

you wont be able to see the upload SNR it can only been seen from the CMTS end.

If its a network fault there is nothing you can do yourself
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kelv1n
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Re: 10kb upload (SM1, Surrey) and 11 days to get an engineer..

Thanks.

The issue isn't something has gone wrong - its the delay with engineers. If this was a BT line, they would have to fix it with 24-48hrs. Additionally, I could pay for enhanced support to get a 6 hour fix..

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Superuser
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Re: 10kb upload (SM1, Surrey) and 11 days to get an engineer..

not the exterance i've had with BT. last fault took them 5 days to fix. One a few years ago took them 3 weeks
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kelv1n
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Re: 10kb upload (SM1, Surrey) and 11 days to get an engineer..

I had a business line (paid an extra £5pm for it). 

 

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