Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for ongoing connection issue – you can check and amend the date and time of your appointment via your online account.
There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
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If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
So engineer arrived nice and early today, just past 8am! He said he suspected low power stream and immediately installed an attenuator in between the coaxial cable and my hub, I suspect to even out the power levels of down and upstream coming from the connection on the street? He said something about the optimal number being 3db or something, he took a reading on his device thing he plugged in. He then checked the connections from the where the cable comes in to the house, and the box outside, which need a bit of tightening. Then took another speed reading which was what I am getting when the service is working properly.
I was advised to do reboots every 2 weeks, and if things are particularly glitchy then to do the pinhole reset thing.
It's only been a day but so far its all stable, will need to monitor for a couple of weeks to see if any of that packet loss comes back, as it was really bad last Tuesday evening.
What if VM do fiddle with the connection on the street in attempt to fix the SNR/downstream power levels etc? Will I still have to use the attenuator?
Hope you are well, glad to hear the Technician arrive nice and early and picked up on the possible issue adding an attenuator to sort the power levels out, how have things been since this, looking at things our end it does look much better?