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Serena_C
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Message 31 of 60
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Re: Hub 3 Reboots

Just to keep you updated, @Steven_L hasn't heard back from the engineers, so I have scheduled another engineer appointment for you. The engineer will be able to look into this an escalate it to the networks team after their visit. I will send you a PM with the details of your engineer appointment and to confirm your address now.

 

Please look out for the purple envelope in the top right corner 🙂

 

Thanks,

 

Serena

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BGL
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Message 32 of 60
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Re: Hub 3 Reboots

The engineer visited yesterday and as always my equipment checked out fine, signal levels all perfect, he did notice a SNR issue from the other day on the upstream channel however and contacted networks who reported an SNR issue that had been affecting my area was resolved at 08.30am on the 16.06.2021.

The engineer left his details to contact him if it drops again and looking at my BQM logs it appears to have dropped around 4am this morning (similar time as it dropped yesterday) I've left him a voicemail to update him with this.



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HUB 3 - Direct Ethernet Connection
My Broadband Ping - BGL1
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Molly_G
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Message 33 of 60
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Re: Hub 3 Reboots

Hey @BGL,

 

Thanks for coming back with an update and for getting back in touch with the engineer. Sorry that you've seen a further drop-out.

 

Please let us know what he advises once he has got back in touch and if not, let us know so we can chase the local engineering for further guidance.

 

Kind regards,

Molly_G
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BGL
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Message 34 of 60
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Re: Hub 3 Reboots

Good Morning, I've not heard back from the engineer and have had another drop out at around 6am today.


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HUB 3 - Direct Ethernet Connection
My Broadband Ping - BGL1
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Laurie_C
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Message 35 of 60
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Re: Hub 3 Reboots

Hi BGL,

 

Thanks for getting back in touch. I can see that there are still some errors showing with your connection, so I'm going to book another engineer appointment for you. I'll send you a PM to confirm the details.

 

Kind regards,
Laurie

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BGL
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Message 36 of 60
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Re: Hub 3 Reboots

The engineer has just left, after checking my HUB and requesting a 'cardiograph' for the last three days - they raised an issue with the upstream SNR dropping to around 26, Networks confirmed an issue affecting my area and raised a ticket..

Five minutes later my HUB reset whilst typing this reply 😐



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HUB 3 - Direct Ethernet Connection
My Broadband Ping - BGL1
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Hayley_S
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Message 37 of 60
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Re: Hub 3 Reboots

I am sorry about that @BGL.

 

Did the engineer give you an estimated fixture time for the area issue? 

Hayley
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BGL
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Message 38 of 60
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Re: Hub 3 Reboots

No estimate for a fix, obviously it is out of his hands now and with the networks dept - if you can find anything further re an estimated resolution time that'd be great.


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HUB 3 - Direct Ethernet Connection
My Broadband Ping - BGL1
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Hayley_S
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Message 39 of 60
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Re: Hub 3 Reboots

Ah okay, thank you for telling me this @BGL.

 

I have just checked and there is no estimated fixture time as of yet 😞 But you can check this by calling 

0800 561 0061 which is our service status line.

 

Many thanks,

Hayley
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BGL
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Message 40 of 60
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Re: Hub 3 Reboots

I've just had another Hub drop out and rang the number that reported no issues in the area. 😐

Can you check the fault code that should have been registered against my account when the engineer last visited and confirm what the actual status of this fault is?



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HUB 3 - Direct Ethernet Connection
My Broadband Ping - BGL1
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