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Lee_R
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Message 11 of 14
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Re: Unstable connection

Please do keep us updated @User_001.  

I have had another check and the planned works do appear to have been completed.

Regards

 

Lee

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User_001
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Message 12 of 14
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Re: Unstable connection

Thanks jbrennand.

I have a well engineered unifi WiFi solution which provides consistent fast coverage over the house and garden without dropouts. I'm fortunate in that the position and construction of my house means that I have virtually zero WiFi interference within the house. I Can see the WiFi experience for each client via the controller - I can also see every time the cable modem has suffered an outage.

If I could post a picture of the badly corroded F connector at the feed point to my property, I would. That, along with the barely finger-tight connection to the redundant T-piece half-way along the cable around my house accounted for the loss of signal and noise.

All sorted now. 

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User_001
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Message 13 of 14
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Re: Unstable connection

My final bit of feedback on this matter:

Why did I have to make several calls to the 'help'desk in order to get an engineer out.
How come, if people on here can see that the signal levels are out of spec, why can the first-line support people check and action this.
I appreciate that there is a polling delay, but I was especially unhappy at being told by the call handler, that he could not book an engineer because as far as his screen was concerned, I was online - aparently me looking at a very not online cable modem in a reboot loop failing to lock onto a signal means nothing.
Either the call agent who told me this need more training, or there is something very wrong in the systems that they have available to them.

If I as a network professional of 20 years, who has worked on the inside of your company, and was even part of the original Blueyonder cable internet build and rollout, had this much trouble getting getting the right response to what was really a simple, almost black and white issue that could even be detected remotely, what hope do less technical caller have?

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Jodi_S
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Message 14 of 14
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Re: Unstable connection

Hi User_001,

 

We appreciate your feedback with how your fault was handled by the agents in out contact centre. We can certainly understand the frustration caused, especially when you had to make several calls to have an engineers appointment booked in for you.

 

We are all trained to the same level and have the same tools, so I am surprised that you were not given the help you needed in the first instance.

 

We do apologise for the service received, this is not what we are aiming to provide.

 

If you have any issues in the future, please come back to us through this channel.

 

Kind regards Jodi. 

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