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Whiz Kid III
Ignition
Posts: 1,940
Registered: ‎18-08-2009

Re: Why Are VM So Obsessed...

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.

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Knows the ropes III
williammorris
Posts: 486
Registered: ‎31-01-2012

Re: Why Are VM So Obsessed...

[ Edited ]

Ignition wrote:

 ... 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 StatusModulationChannel IDMax Raw Bit RateFrequencyPower
LockedATDMA920480 Kbits/sec35800000 Hz

45.3 dBmV

Downstream Channels
Lock StatusModulationChannel IDMax Raw Bit RateFrequencyPowerSNRDocsis/EuroDocsis locked
LockedQAM2565355616000 Kbits/sec291000000 Hz4.3 dBmV41.2 dBHybrid
LockedQAM2565455616000 Kbits/sec299000000 Hz4.2 dBmV41.2 dBHybrid
LockedQAM2565555616000 Kbits/sec307000000 Hz3.3 dBmV40.8 dBHybrid
LockedQAM2565655616000 Kbits/sec315000000 Hz2.9 dBmV40.8 dBHybrid


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!. 

 

 

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Whiz Kid I
jhuk
Posts: 1,055
Registered: ‎02-02-2011

Re: Why Are VM So Obsessed...

I meant peeps (plural) in this 100meg section of forum (100meg) not this thread :smileyhappy:

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Whiz Kid I
jhuk
Posts: 1,055
Registered: ‎02-02-2011

Re: Why Are VM So Obsessed...

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)!

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Tech Wizard III
jb66
Posts: 4,546
Registered: ‎08-03-2010

Re: Why Are VM So Obsessed...

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
*I work for Virgin Media and my posts are my own opinions
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Knows the ropes III
williammorris
Posts: 486
Registered: ‎31-01-2012

Re: Why Are VM So Obsessed...


jb66 wrote:
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!.

 

:smileyhappy:

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Tech Wizard III
jb66
Posts: 4,546
Registered: ‎08-03-2010

Re: Why Are VM So Obsessed...

i think the policy will be changing next month when double speeds start rolling out.
*I work for Virgin Media and my posts are my own opinions
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Tech Wizard II
AMWSmith
Posts: 3,027
Registered: ‎05-01-2011

Re: Why Are VM So Obsessed...

retentions seem to be the only ones who can override the manned installs.

Thay did it for me when I went to 50mb.

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Whiz Kid III
Ignition
Posts: 1,940
Registered: ‎18-08-2009

Re: Why Are VM So Obsessed...


jhuk wrote:

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.

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Whiz Kid III
Ignition
Posts: 1,940
Registered: ‎18-08-2009

Re: Why Are VM So Obsessed...


AMWSmith wrote:

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.

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