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Chris_W1
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Message 21 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

Hi iwantraytolive, thanks for the message and sorry to hear about the delay with the repull. I have looked into the area and can see that there is an SNR issue and the fault number for this is F009265802. This SNR fault is estimated to be resolved by the 13th October by the engineers onsite. 

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iwantraytolive
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Message 22 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

According to VM the local outage is fixed now, except the road still hasn't been dug where you know the cables need re-laying after the guy with the spectrum analyser came out. VM have explained to me that they need a permit to dig (again) but no permit has been applied for (still) and it's so long ago that the spraypaint on the road to mark where needs dug is nearly washed off.

Another engineer coming this morning but we already know he won't be able to do anything because the problem is noise on the upstream causing post RS errors, RCS partial services and loss of sync.

I don't understand what the area manager's job is except fobbing people off. 

 

ETA: in case its not obvious, the fault is not resolved and I've just waited another week for nothing. It's so frustrating to know what the resolution is, having spray paint on the road and it fading into nothingness meaning we'll be further back than we were six weeks ago. 

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iwantraytolive
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Message 23 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

Today's engineer didn't show up either, now being told that one was never booked despite the Exec Team saying they'd send the engineer out on the 13th because the area outage was supposed to be cleared by now. 

That is 3 (or 4?) engineers who haven't shown up, currently £0 'automatic' compensation which it turns out isn't automatic at all. 

Not counting the reschedules (none of which were my doing), the engineers who weren't booked out but turned up anyway, etc. 

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iwantraytolive
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Message 24 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12030000004.537256 qam9
22110000004.337256 qam10
32190000004.337256 qam11
42270000004.337256 qam12
52350000004.337256 qam13
6243000000437256 qam14
7251000000437256 qam15
82590000003.737256 qam16
92670000004.337256 qam17
10275000000437256 qam18
112830000004.137256 qam19
122910000004.437256 qam20
132990000004.437256 qam21
143070000004.537256 qam22
153150000004.837256 qam23
163230000004.637256 qam24
173310000005.437256 qam25
183390000005.537256 qam26
193470000005.337256 qam27
203550000005.537256 qam28
213630000005.337256 qam29
223710000005.338256 qam30
233790000005.838256 qam31
243870000005.338256 qam32


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.347980815
2Locked37.658301837
3Locked37.379298838
4Locked37.384316986
5Locked37.679381789
6Locked37.699644849
7Locked37.6113805837
8Locked37.61375661031
9Locked37.6124499895
10Locked37.61317311051
11Locked37.61659961114
12Locked37.61822301043
13Locked37.3226124965
14Locked37.3215546847
15Locked37.62084511102
16Locked37.6263868953
17Locked37.6242898791
18Locked37.6245792808
19Locked37.3254787893
20Locked37.6294036849
21Locked37.3383899844
22Locked38.6278690964
23Locked38.6276722841
24Locked38.62704921180

 

Absolutely no difference in my service since the 'local outage was cleared'. 

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Andrew-G
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Message 25 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

@iwantraytolive That is 3 (or 4?) engineers who haven't shown up, currently £0 'automatic' compensation which it turns out isn't automatic at all. 

Not to worry.  Raise a formal complaint with VM (using the form in My Virgin Media), requesting £25 a pop, or a "deadlock letter" if they won't agree to that.  Hopefully they'll pony up, but complaints handling is particularly poor.  If they don't meet your request, you copy the complaint to CISAS along with the deadlock letter, and they'll sort it out, as well as billing VM for the arbitration services.  If it goes to CISAS you might want to throw in the poor connection and delays in fixing.

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Zoie_P
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Message 26 of 26
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Re: Post-RS errors, a "short term stability issue", cable repull, and friends

Hi Iwantrayolive, 

Thank you for your reply, 

I am terribly sorry for the level of service you have received and that you have not had for our team.

I can link in with you and give you updates and reach out to CEO to see who is handling your case.

I will pop you over a message and get some answers for you.

Zoie

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