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Forum Team
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Message 11 of 37
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Helpful Answer

Re: ADSL trumps 200MB VIVID

Hi double_gee, 

 

Welcome to the forums, I am sorry to see you have had trouble with your connection. 

 

I have taken a look and there is a few things going on:

 

  • Your upstream and downstream modem SNR is too low. 
  • Your upstream power levels are too high. 
  • Your downstream power levels have a strangely large range to them. 
  • There is a large number of T3 time outs. 

Long story short we need to get an engineer out to take a look at this for you. 

 

I will pop you a PM to get this arranged. Keep an eye out for the Purple Envelope, top right hand corner. 

 

Speak to you soon. 

 

Emma

 

 


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fizzyade
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Message 12 of 37
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Re: ADSL trumps 200MB VIVID

At the very least, congratulations on getting the fastest response ever from VM staff.

Mine from Thursday about a service problem in my area is still in the wilderness.

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double_gee
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Message 13 of 37
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Re: ADSL trumps 200MB VIVID

Thanks Emma - have responded via DM - thanks for quick response!
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double_gee
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Message 14 of 37
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Re: ADSL trumps 200MB VIVID

Thanks for getting attention of the mods on this one 👍🏻 :-)
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Superuser
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Message 15 of 37
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Re: ADSL trumps 200MB VIVID

No worries, was just obvious that you would need atech visit as stuff wasn’t right. No point waiting around a week for something so quick to organize
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Message 16 of 37
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Re: ADSL trumps 200MB VIVID

Hi fizzyade, 

 

I will find you now and take a look. 

 

Speak to you soon. 

 

Emma


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double_gee
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Message 17 of 37
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Re: ADSL trumps 200MB VIVID

So far no show for 8-12 engineer slot and no phone call or sms to say they are running late... on phone to 150 for ten mins on hold so far...

Not a great customer experience
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double_gee
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Message 18 of 37
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Re: ADSL trumps 200MB VIVID

And now told there’s no engineer booked for me and now being passed to support to start from scratch...
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Superuser
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Message 19 of 37
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Re: ADSL trumps 200MB VIVID

@ModTeam

Can you look in to this?



@double_gee

If there was an area fault they cancel appointments as it’s usually not something a single engineer can fix. But you have A LOT going on with your connection that it needs lookIng at.
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double_gee
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Message 20 of 37
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Re: ADSL trumps 200MB VIVID

And after 20 minutes waiting I get told everything looks fine on my hub, my issues are allegedly because of difference between 2G/5G WiFi which is nonsense as I can get 4mb just as easily as 219Mb on the same device just minutes apart in the same location and see the same wired. Dismissed the Linux results because it is Linux and since laptop Ethernet is only 100Mb and not Ethernet, again blamed adapter speed and said all power levels fine.

Complete work of fiction and I told him as much but wasn’t prepared I accept anything wrong at all except to blame my devices.

Dreadful
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