Menu
Reply
Highlighted
  • 32
  • 1
  • 0
captHedge
On our wavelength
367 Views
Message 1 of 23
Flag for a moderator

SH3 - Modem Mode and Own equipement not supported???

Hi All,

Last couple of days i have had drop outs and bad line speed ... very sporadic.

Earlier this morning it goes completely.

Phoned VM Tech Support who told me that the SH3 in Modem Mode with Third Part equipment is no longer supported..... Modem Mode is not supported..... Given i have had this setup for too many years with VM i was astonished.

Anyway has anyone else heard of this...? i have seen no comms and when i pressed the tech person could not provide any.

I am using SH3 and Orbi without issue for the last 1-2 years.....

Got things running again for the moment but for how long i do not know...

 

cheers

0 Kudos
Reply
  • 238
  • 6
  • 26
Timwilky
Superfast
361 Views
Message 2 of 23
Flag for a moderator

Re: SH3 - Modem Mode and Own equipement not supported???

Hopefully he meant that he is unable to support your configuration. It is generally accepted that beyond the "modem" you are on your own. That was the reason for the hub, despite how poor they are. They provide a supportable configuration to those who want plug/play internet/wifi

0 Kudos
Reply
  • 565
  • 88
  • 285
Very Insightful Person
Very Insightful Person
357 Views
Message 3 of 23
Flag for a moderator

Re: SH3 - Modem Mode and Own equipement not supported???

That is complete and utter rubbish!

The big issue here seems to be the woeful quality of VM's offshore support people. Granted most support issues can be dealt with by running through a script but from time to time you call in with a problem or query that isn't on the list and there seems to be a distressing habit of just make something up to get the user off the phone and close the call.

Call centers do tend to judge success by how many calls are closed rather than if the customer goes away with the help or support they actually need.

0 Kudos
Reply
  • 32
  • 1
  • 0
captHedge
On our wavelength
346 Views
Message 4 of 23
Flag for a moderator

Re: SH3 - Modem Mode and Own equipement not supported???

hey Timwilky... No he was clear that using my own Router was not allowed as that is why VM provide a router !! I was like really !! He just wouldn't listen.... the fact that my upload speed is something like 0.03 Mbps for VIVID350 shows something is wrong there....

at the moment things have returned to normal after a power down of the SH3 for a couple of mins and then back up...

Just unbelievable customer service...

0 Kudos
Reply
  • 32
  • 1
  • 0
captHedge
On our wavelength
337 Views
Message 5 of 23
Flag for a moderator

Re: SH3 - Modem Mode and Own equipement not supported???

@Jem101 - you are completely right.... he didn't want to hear... even qwhen i said that my upload was 0.0x....

Going to call back and ask why the upload is low.... 🙂

0 Kudos
Reply
  • 32
  • 1
  • 0
captHedge
On our wavelength
336 Views
Message 6 of 23
Flag for a moderator

Re: SH3 - Modem Mode and Own equipement not supported???

Just ran a speed test from the Orbi...:

 

Capture.PNGnice upload!

0 Kudos
Reply
  • 238
  • 6
  • 26
Timwilky
Superfast
326 Views
Message 7 of 23
Flag for a moderator

Re: SH3 - Modem Mode and Own equipement not supported???

In which case, I am afraid the script monkey was talking sphericals. VM could quite easily remove modem mode if they wished to alienate the more technical astute customer base. The fact they have not, have not made any intent known. Simply means the CS representative was out of his depth and looking for an easy reason to abandon your call.

 

I would suggest, disconnect your router and replace with hard wired device, reboot the hub, turn on the pc and run a speed test. This should then confirm router or VM issue.

0 Kudos
Reply
  • 3.61K
  • 201
  • 601
chenks
Community elder
318 Views
Message 8 of 23
Flag for a moderator

Re: SH3 - Modem Mode and Own equipement not supported???


@captHedge wrote:

hey Timwilky... No he was clear that using my own Router was not allowed as that is why VM provide a router !! I was like really !! He just wouldn't listen.... the fact that my upload speed is something like 0.03 Mbps for VIVID350 shows something is wrong there....

at the moment things have returned to normal after a power down of the SH3 for a couple of mins and then back up...

Just unbelievable customer service...


if he said you are not allowed to use your own "Modem" then they were correct.

0 Kudos
Reply
  • 32
  • 1
  • 0
captHedge
On our wavelength
316 Views
Message 9 of 23
Flag for a moderator

Re: SH3 - Modem Mode and Own equipement not supported???

@chenks - agreed if he had said that 🙂

0 Kudos
Reply
  • 3.61K
  • 201
  • 601
chenks
Community elder
314 Views
Message 10 of 23
Flag for a moderator

Re: SH3 - Modem Mode and Own equipement not supported???


@captHedge wrote:

@chenks - agreed if he had said that 🙂


it's quite possible that is what they thought you meant.

0 Kudos
Reply