on 25-02-2012 15:02
Apologies, you just said 'its totally temperamental and needs to be bang on (look at all the unhappy peep in this section).' which made me think you were referring to 100Mb specifically.
There is a wide operating range built into the DOCSIS standards. My own service has worked fine at +17dBmV downstream and 31dBmV upstream, and works fine at +4dBmV / 44dBmV. Each 3dB change is a doubling or halving of signal power - there is extensive tolerance built in.
Of course it doesn't require manned upgrades and the doubling of speeds won't involve engineer visits for every customer, contrary to what a CS guy told me.
The very simple test of power levels is a flood ping with maximum payload, if packets are dropping excessively or are out of order the power levels or signal quality are causing a problem, if they aren't then whatever your tier of service you'll be fine. Errors at the cable level cause slower speeds through packet loss and retransmits, nothing else.
25-02-2012 15:19 - edited 25-02-2012 15:24
... with forcing me to have an engineer before you'll upgrade me to 100Mb?
You're doubling my speeds anyway in March / April.
So far your customer service have been great. Truly outstanding.
India informed me that 100Mb uses a completely different wire from 50Mb, so I'll need to be rewired. I asked how you were planning on doing the speed doubling and was informed everyone would be rewired.
Hit your UK office and was informed that 100Mb uses a different frequency from 50Mb, and engineer is needed to check power levels. I queried it and was informed by the CS guy that he would check, which he did with his technical team, who informed him that it was on a different frequency.
Finally as I had a few minutes hit a lady in Scotland, and was informed that engineer visit would be needed. When I queried this I was informed that it was to check levels and if cable needed renewing. Apparently when you guys are doing the speed doubling you're sending engineers to each and every 50Mb and 30Mb customer to upgrade them, but can apparently send a Superhub to 20Mb and they can install themselves, despite the switch from DOCSIS 2 to DOCSIS 3.
Quality training there. One instance of misinformation is fine, 3 separate people giving incorrect information says you aren't training people properly.
Why are VM so obsessed with wasting an engineer's time sending him here to make a call and get the hit arranged? You have enough issues with engineer availability anyway.
I don't trust engineer visits from you guys in any event having had a 50% success rate for them actually turning up at all.
Ridiculous. My power levels are perfect, I should know I adjusted them myself after the most recent engineer no-show. I don't need an engineer, I don't want an engineer, and you guys clearly don't want my custom. Customer service is less of a service and more of an exercise in BS right now.
Upstream Channels Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power Locked ATDMA 9 20480 Kbits/sec 35800000 Hz
Downstream Channels Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked Locked QAM256 53 55616000 Kbits/sec 291000000 Hz 4.3 dBmV 41.2 dB Hybrid Locked QAM256 54 55616000 Kbits/sec 299000000 Hz 4.2 dBmV 41.2 dB Hybrid Locked QAM256 55 55616000 Kbits/sec 307000000 Hz 3.3 dBmV 40.8 dB Hybrid Locked QAM256 56 55616000 Kbits/sec 315000000 Hz 2.9 dBmV 40.8 dB Hybrid
Hehe! I had an engineer come out - plug the suerhub in, send the activation text. Talk to his mate on his mobile for 15 mins and then leave.
All for £79.95.. that's taking the **bleep** to the extreme for me! It's just penalising people who don't want OR need their TV or phone package. If you get them put it it's ALL done for free!. The stuff was already here. God for 50MB they used to send the modem out to you in a box!. Not anymore..
But THEN my power levels are " not acceptable" and a engineer HAS to come out - I told them no NOT going to happen!. it works and it works fine so I don't want anyone breaking it!.
on 25-02-2012 18:53
on 25-02-2012 19:47
its stupid, i normally send the hit for the modem in my van, call the customer to ask them to turn pc on, drive to the house, test signal from pda go to speedtest.net and walk back out. lucky if im in the house for 5mins
Finally an engineer also agrees!.
on 25-02-2012 19:52
on 25-02-2012 22:57
All that above is BS esp the Indian CS lol.
AFAIK there is no DOCSIS 2 on VM its DOCSIS 1 (20meg and bellow) to DOCSIS 3 (30 meg and above)!
Nearly all 20Mb customers and many 10Mb customers run in DOCSIS 2 mode on the DOCSIS 3 platform - single channel operation.
It's a farce indeed.
on 25-02-2012 22:57
retentions seem to be the only ones who can override the manned installs.
Thay did it for me when I went to 50mb.
The UK guy in my story who told me about the different channels was retentions.