Forum Discussion

Nick_'s avatar
Nick_
Joining in
8 months ago

Outage in my area going on almost 2 weeks now

I don't know where else to go with this as I keep chasing up customer support and I'm told each time that I need to wait until the estimated completion date on the service status page. I have a connection, but it's impacting the speeds I'm getting. Currently on Gig1 and I get anywhere between 400~600mbps download and 10~15mbps upload. 
I can't remember when the outage was first logged, the initial completion date was the 23rd of July, which did fix it, then the following day we were back to where we are now. Outage was then extended to the 1st of August, then the 5th of August (Today) and now the 6th of August.

I'm concerned it'll keep getting prolonged and I don't know what the issue is or if anyone's actually been out to look at it.

If anyone has any advice, that would be much appreciated!

Thank you for your time.

  • Steven_L's avatar
    Steven_L
    Forum Team
    8 months ago

    Hello Nick_,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment. 

    I can see that there is an SNR issue in your area, this is an issue within the network in your area and is to do with the signal to noise ratio in the connection. If the noise is too high this can cause interference and affect the strength and stability of your connection, I can assure you that the team are working on resolving this as soon as possibly but it can take more time to resolve these issues than other faults. The team would need to identify the location of the interference this could be at the distribution, street cabinet or even a customer in your area not using correct or approved cabling, this is the reason why SNR issues can take longer than other faults to resolve. The current estimated fix time and date for this issues 

    Kind Regards,

    Steven_L

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    8 months ago

    SNR issues are an absolute pain to solve, as VM network technicians have to isolate the source of the noise. This could be VM equipment related, but is also caused by customers making unauthorised alterations to the coaxial cabling in their property. This allows radio interference from several sources, worst of all mobile phone networks onto the local cable system. This issue could be coming from any one of several hundred houses, & if it’s mobile phone interference this is obviously intermittent in nature & harder to trace.