View Full Version : 50M What can cause this intermittent power level fault
It all started on Wednesday morning after very bad rainfall, and apparently there was an area fault. But I think it is still happening.
It starts at 8am, and goes up and down all the time, eventually it is back alright on the evening. I have an engineer booked as I called about my Tivo box problems (channels are breaking up). The tech support department does not know if work is happening in my area (Teesside).
On Wednesday the cable modem tech support didnt even want to know about my powerlevels at -14.x with a SNR at 30.0. But the UK Tivo team did.
Downstream 09:16 06/04/2012 - Normal
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 204 55616000 Kbits/sec 315000000 Hz 2.8 dBmV 40.6 dB Hybrid
Locked QAM256 201 55616000 Kbits/sec 291000000 Hz 3.3 dBmV 40.9 dB Hybrid
Locked QAM256 202 55616000 Kbits/sec 299000000 Hz 3.5 dBmV 41.4 dB Hybrid
Locked QAM256 203 55616000 Kbits/sec 307000000 Hz 3.2 dBmV 40.9 dB Hybrid
Downstream 09:47 06/04/2012 - BAD
Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 204 55616000 Kbits/sec 315000000 Hz -13.7 dBmV 29.3 dB Hybrid
Locked QAM256 201 55616000 Kbits/sec 291000000 Hz -14.1 dBmV 28.9 dB Hybrid
Locked QAM256 202 55616000 Kbits/sec 299000000 Hz -13.8 dBmV 29.3 dB Hybrid
Locked QAM256 203 55616000 Kbits/sec 307000000 Hz -13.7 dBmV 29.4 dB Hybrid
Downstream 10:01 06/04/2012
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 204 55616000 Kbits/sec 315000000 Hz 3.1 dBmV 40.9 dB Hybrid
Locked QAM256 201 55616000 Kbits/sec 291000000 Hz 3.6 dBmV 41.4 dB Hybrid
Locked QAM256 202 55616000 Kbits/sec 299000000 Hz 3.9 dBmV 41.8 dB Hybrid
Locked QAM256 203 55616000 Kbits/sec 307000000 Hz 3.6 dBmV 41.1 dB Hybrid
Upstream is constant at:
Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 2 20480 Kbits/sec 35800000 Hz 46.0 dBmV
General Maximus
06-04-2012, 17:41
weird, both the power and snr are way too low, I am curious to see what is causing it unless some water got into the cabinet or something. How often does it happen and is it back to normal now?
It's been happening since wednesday between 8-10am after the 10am its fine, apart from Wednesday night, when it was pouring down with very bad rain. There was an area fault that has been cleared since. The cable modem support team in india wasn't interested.
I have a feeling its an area fault or repair work going on other cabinents. But the support team in india was useless and I only had luck speaking to the uk tivo based team. ( as i lose my on demand and some channels when it happens).
General Maximus
06-04-2012, 19:43
maybe they are doing the upgrades in your area for the speed doubling
Another morning 7am: it has been raining outside.
Downstream 07:03 07/04/2012
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 204 55616000 Kbits/sec 315000000 Hz -13.5 dBmV 29.5 dB Hybrid
Locked QAM256 201 55616000 Kbits/sec 291000000 Hz -13.7 dBmV 29.0 dB Hybrid
Locked QAM256 202 55616000 Kbits/sec 299000000 Hz -13.5 dBmV 29.5 dB Hybrid
Locked QAM256 203 55616000 Kbits/sec 307000000 Hz -13.4 dBmV 29.5 dB Hybrid
So its a fault either when it rains or they doing work on a saturday morning.
---------- Post added at 08:36 ---------- Previous post was at 07:05 ----------
And back working again its like clockworkish
Downstream 07:48 07/04/2012
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 204 55616000 Kbits/sec 315000000 Hz 3.3 dBmV 40.9 dB Hybrid
Locked QAM256 201 55616000 Kbits/sec 291000000 Hz 3.8 dBmV 41.3 dB Hybrid
Locked QAM256 202 55616000 Kbits/sec 299000000 Hz 3.9 dBmV 41.8 dB Hybrid
Locked QAM256 203 55616000 Kbits/sec 307000000 Hz 3.7 dBmV 41.4 dB Hybrid
The networks fairly waterproof, probably a faulty amp or attenuator in the amp
Thanks jb66 I will mention this to the technician on Tuesday.
Sephiroth
07-04-2012, 09:35
Yeah right JB. In my area, the drop points are where water collects through ground level wear and tear. Plus the outside wall box is a candidate.
But the puzzle on this one is that upstream isn't attenuated. So an amplifier is a reasonable bet.
Or a duff SH (unlikely).
When water gets into a splitter the high frequencies drop and don't recover, it has to be swapped out, as it's coming back I don't think it's water related. One area I work in the taps are actually underwater everytime it rains and it doesnt have the effect it has above
Thanks for the response Sephiroth, and other people (I forgot to thank General Maximus - sorry!) , who responded to the thread. I dont think its the SuperHub, As i can lose the internet connection on both my tivo boxes. Also certain channels become garbled on the tivo box.
I am noticing VM superhubs wireless devices are offline in my area on the morning, (but they could turning off their broadband connections).
The greenbox outside can be a bit lose, and I think rain might have got in it on Wednesday early AM, as it was practically raining sideways and in the direction of the greenbox door.
I just want an idea what is happening so I can arm myself with thoughts for the technician coming on Tuesday.
Its alright this morning no garbled channels, power levels are fine. The weather is ok outside. Still sounds like a faulty amp or attenuator? Its weird on how its fine on a Easter Sunday when I think they be no "work" going on with the networks?
Hopefully when the amp is going offline its flagging as an outage and is fixed
General Maximus
08-04-2012, 15:32
does the system automatically detect that and report it or is it a case of customers ringing up and moaning?
Sephiroth
08-04-2012, 18:12
The street cabinet equipment is passive. So the only way it can be monitored is via active devices; namely optical nodes and STBs/modems.
As I've mentioned a few times before "Project Storm" collects data from all active devices on the network every hour, posting tens of millions of records per day. Or at least they introduced Automun 201; whether or not they're still doing it, I don't know.
By the number of times people have to call an engineer, it doesn't seem to be being used properly or at all.
I think if 100s of mac addresses go offline it can be traced but cant say for sure as I've not seen that side of the business
General Maximus
08-04-2012, 19:19
that is the thing, I don't understand why there isnt some sort of network management software monitoring connections going off each optical node so it says "****, we have just lost all the connections coming off port 1 going to LN6 ..."
Sephiroth
08-04-2012, 19:22
I think if 100s of mac addresses go offline it can be traced but cant say for sure as I've not seen that side of the business
You could ask or go on the intranet, JB.
Project Storm.
Engineer came and gone (at 8am), he couldnt find a fault with the connection due to it working for a number of days.
He did change the position we were in the Tap or another tap, and replaced everything in on the wall box outside. He got a better signal for when he started with so he felt he did some good work at least.
Spoke to soon Lost everything:
Downstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power SNR Docsis/EuroDocsis locked
Locked QAM256 204 55616000 Kbits/sec 315000000 Hz -15.1 dBmV 28.8 dB Hybrid
Locked QAM256 201 55616000 Kbits/sec 291000000 Hz -15.3 dBmV 28.3 dB Hybrid
Locked QAM256 202 55616000 Kbits/sec 299000000 Hz -14.9 dBmV 28.8 dB Hybrid
Locked QAM256 203 55616000 Kbits/sec 307000000 Hz -14.9 dBmV 28.8 dB Hybrid
Upstream Channels
Lock Status Modulation Channel ID Max Raw Bit Rate Frequency Power
Locked ATDMA 2 20480 Kbits/sec 35800000 Hz 46.5 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
Unlocked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
So area fault?
craigj2k12
11-04-2012, 01:19
sounds like something wrong network end, an amp or laser, your downstream power and snr has dropped
Happened again last night got virgin media indian support to admit theres a low SNR intermitment fault F9194992.
People in the know, will this cause the problems i been having fully?
Don't believe ANYTHING offshore tell you, they lie all the time to get you off the phone. I have been having issues for the last 2-3months, and the only time I got any truth was from UK call centres.
My internet went down for 12 hrs the other day, I rang offshore and they said there was no area fault, and promptly booked me an engineer. I did not believe them, so rang up and demanded to speak to a UK manager. After a short wait, I was put through to one of the wonderful staff called Margaret in Glasgow. She confirmed that offshore was lying, and that there WAS an area fault, in this case a low SNR issue. It is supposed to be over 20 for the network, mine ubr was sitting @ 11.5. She could not understand why they had not seen the problem. I was also assured this was classed as a serious fault and would be fixed inside 5 days but probably quicker. My internet did return inside 24 hours and the fault was fixed.
Offshore are totally clueless, they should move all their customer service to Scotland as they are bloody great there!
I had an engineer out who couldnt find a problem. and he said likely a network issue. And today every postcode in my area is practically listed as a fault when you phone them. (Currently on ADSL i have backup BT ADSL line luckily!).
The latest on my woes is:
New engineer turned up today, and found "inverted tilt" on my connection.
So he installed a eletric device on my main tivo box to supply the property with 15/15 connection. (HDU I think he called it) as it was dropping to 15/7.
He spent his time getting this sorted, and said we needed a new omibox, but the connection should be ok. In the time he took to get a new omibox he had to travel all over the area to get one. It dropped again. Since then we spoke to the neighbours again and they went "now you mention it, we are getting pixelated tv channels around the same time we were originally getting it, but didn't bother phoning up".
We told the engineer when he came back with the onmibox, however its now dropping as much now, but it is still dropping some, Thursday/Fri it was down, and it only been down twice since he has left. So he thinks the HDU is working to mask our problem and make it less apparent. So either the wire coming in the property or a faulty amp on the cab, but the beancounters wont let him sort an installation of a new amp unless more than 1 is effected. So hes going to look at the system snapshot on their network tool to see if it is effecting other people on the cab and get back to us on Monday.
General Maximus
15-04-2012, 05:28
nice, I love it when you can get to the bottom of things and finally get it sorted out
As you can see from the graph it still dropping now and again (engineer finished at 12 yesterday, but its not too much. but we still losing cable modem and sometimes the tv.
As explained in another thread I'm the OPs brother and its my connection as well. Last night and this morning it came back which lasted longer than a resync. Heres a snip of the superhub log:
Mon Apr 16 08:13:02 2012 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 16 08:12:54 2012 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
Mon Apr 16 08:12:47 2012 Warning (5) B-INIT-RNG Failure - Retries exceeded;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
Mon Apr 16 08:09:02 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Apr 16 08:08:17 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Mon Apr 16 08:07:27 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 16 07:58:17 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 16 07:18:32 2012 Critical (3) DHCP FAILED - Request sent, No response;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
Mon Apr 16 07:18:02 2012 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 15 23:52:41 2012 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=;CMTS-MAC=CM-QOS=1.0;CM-VER=3.0;
Sun Apr 15 23:52:36 2012 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=CM-QOS=1.0;CM-VER=3.0;
Sun Apr 15 23:52:33 2012 Warning (5) Lost MDD Timeout;CM-MAC=;CMTS-MAC=CM-QOS=1.0;CM-VER=3.0;
Sun Apr 15 23:52:33 2012 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC=CM-QOS=1.0;CM-VER=3.0;
Sun Apr 15 23:52:17 2012 Warning (5) Lost MDD Timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 15 23:52:17 2012 Warning (5) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 15 23:48:29 2012 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 15 23:48:02 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 15 23:47:43 2012 Critical (3) SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 15 23:42:02 2012 Critical (3) No UCDs Received - Timeout;;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 15 23:41:43 2012 Critical (3) No UCDs Received - Timeout;;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 15 23:41:25 2012 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 15 23:38:26 2012 Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 15 23:38:08 2012 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 15 23:38:06 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 15 23:34:58 2012 Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 15 08:59:38 2012 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 15 08:54:15 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
Sun Apr 15 08:53:31 2012 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) DHCP FAILED - Requested Info not supported.;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0;
Also I have noticed. Occasionally before the timeouts that 1 or more channels on the superhub becomes un-usable the snr drops to about 9 and power levels go to lower than -20 and QAM256 becomes unknown. It then goes back to where the other channels are or the superhub loses complete sync.
Is there anything there that may suggest if its the line coming in at the property or at the green box or beyond?
Are there any functions (hidden or otherwise) that will show the ranges of power levels and snr during the time its on? (If not there should be!)
Just a little update. It seems to be a faulty amp in main box that feeds our local box thats causing a power drop and snr drop at varying times of the day causing different things to happen to different equipment connected to it. It seems to be only effecting our local box. As the times are not peak when it happening and not long outages they found it only by looking at cardy.
Work has been scheduled to fix it (which should be tomorrow)
Local engineer will come and check everything is fine with our levels once work is completed.
Just a little update. It seems to be a faulty amp in main box that feeds our local box thats causing a power drop and snr drop at varying times of the day causing different things to happen to different equipment connected to it. It seems to be only effecting our local box. As the times are not peak when it happening and not long outages they found it only by looking at cardy.
Work has been scheduled to fix it (which should be tomorrow)
Local engineer will come and check everything is fine with our levels once work is completed.
Little tip, you now have a good engineer who actually knows what they are doing. If you ask, he should be able to provided you with his mobile number if the issues arises again which saves you messing about calling faults. Good engineers are few and far between @ Virgin so when you get one, you wanna keep hold of him!
Glad you are getting it sorted, it infuriates me that it takes constant moaning and credits and useless calls to offshore to fix what is clearly a problem their end!
Little tip, you now have a good engineer who actually knows what they are doing. If you ask, he should be able to provided you with his mobile number if the issues arises again which saves you messing about calling faults. Good engineers are few and far between @ Virgin so when you get one, you wanna keep hold of him!
Glad you are getting it sorted, it infuriates me that it takes constant moaning and credits and useless calls to offshore to fix what is clearly a problem their end!
Yes I have his number. He asked us to text him if it drops again between and times. We did and he replied in the same day with the diagnosis from the local network guys. But unfortunately hes moving to a different part of the company and country in a few weeks. The one before that also left his number but offshore said it was a wider area fault so we told him that with the reference so we felt obliged to contact support again.
He did say while he still in the area and it happens after the fix to contact him directly and he will sort it out!
This is still happening they are refusing to replace the amp, due to them performing "reset work".
No certain TV channels or Internet since 2am this morning. (Thank god for an ADSL backup (not with Virgin Media).
More than a month on this is still happening. A tech blamed resegmentation and said we had to wait for that to finish.
Happened again after the reseg work was finished. Next tech came out, looked at cardy still happening to everyone, passed onto networks. Networks did come to the box and did some work (there was a road sign out while he was working normal techs don't do that round here). Don't know what we were only off for a couple of mins in that period of work.
The connection then went again a couple of days later, but I couldn't contact the same tech so I I thought we will wait for it to happen again. The connection was fine for 2 weeks until Friday. Saturday I phoned while the fault was occurring and they sent a tech today where the process of passing to networks is happening again. He said theres no point moving us in the cab as thats already been done.
Is it because its intermitent and at varying times of the day they can't find the fault?
I asked if they did variable attenuators to drive our signal right up at the cab, put an attenuator on so the power levels are in spec and when the fault occurs change the attenuator down. He said they don't do them and it may not work as the levels might be dropping to that level and not by that amount.
on in an hour!
03-06-2012, 11:42
the most likely cause of this problem is one of two things.firstly it could be a 'rogue' piece of kit thats being switched on at different times of the day and causing 'noise' issues,if this is the case you would see it happening at pretty much the same times most days as we as users are habitual in when we use the internet (apart from those who have hubs/modems switched on all day and night of course).
secondly it could be a part in the amp in the cab thats creating the problem.here in the north west (ex nynex build) we have constant issues with whats called an F to KS,its a small part that feeds the RF on the forward path to the toner taps that your individual cables are connected to.(and similarly all the return path traffic goes back through it).
these create noise on the upstreams,in some cases they can actually 'knock' modems off (this includes set tops using the upstreams for on-demand).
you can chase this noise down the cascade but in a lot of cases when splitters are pulled and such like (to determine which way the noise is coming from),it just disappears and traffic returns to normal,or it just simply stops what its doing.
having said all this it seems strange to have taken so long to track it down (if indeed it is an F to KS causing the problem)
as i said thats with the ex nynex build/amps, im not sure what type of build yours is.
as a footnote,cardie is great for identifying SNR issues and what are called 'fixable/unfixable errors' but as an engineer trying to locate the problem it has to be occuring while your on the area.
hi thanks for the informative reply.
my equipment is constantly on so I don't think my equipment is rogue it could be someone elses though. All the cabling in the house has been checked. One engineer said he measured the loss from the cab to the entry point of the house and he said there was hardly no degradation so he doesn't think its the line in the garden. (The green box is about 5m to the side of the property).
One engineer stated that theres was 62 devices connected to the box with a mac (we have 4 of them 2 tivo, 1 v+ and the superhub) and ALL are showing the same at the same time we are going offline in cardie. I know next door has their equipment replaced or upgraded (dont know which in this time period). This has been checked 3 times. 2 times it wasn't passed on to networks (or networks didn''t do anything) because of work going on in area. Third time it was like I said but I don't know was done. I saw him chucking some cabling away though. It is also apparantly only effecting our cab so the numbers of customers is low for it be picked up as a network fault.
The times of the day varies and the length its occuring varies as well so thats another it mainly happens during the night or early morning. (6-8am) but can happen during the day. Another thing is that if the power levels drop enough to cause it to disconect (sometimes it stays online and we only have picture breakup on tv) that a cold reset on superhub needs to be done. I've noticed the superhub contains SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period; if its online at the lower power levels and snr when it returns to normal.
One thing I have noticed is that during the last 2 weeks we had no downtime its been quite warm and now its cooler and its came back.
I've been promised a call back on Wed telling me what they found, or at least they looking at it. He said do not call customer services again as this fault is from the cab just connect him (mobile provided) for him to esculate it again.
well I just had a principal tech out for this problem. They think the problem was fixed this morning and was affecting the wider area (at least 1900 homes) not just my cab for the last 2 months. Each cab and customers are expericing different issues and some will not notice it at all. Its something to with the return path being to weak although the upstream power level is not moving.
hes now in charge of the fault so if it hasn't fixed the issue he will make sure its fixed. I have a lot of data of thinkbroadband graphs and cm modem power level read outs. (2 every 5 mins by a perl script while pc is on) so he will use them if the issue is not fixed incase its a rogue piece of equipment causing it.
My account has been flagged also so if any engineer comes out again (if it happens again after its been marked as fixed) the history will be known so it will speed the issue of raising it again.
General Maximus
13-06-2012, 17:36
nice one dude, I hope it gets sorted
well its still happening. went off during the night/early morning. tech phoned and asked if we went off again said yes and he sent networks to try and fix issue said I would be totally off for about 10mins which I was. Then an hour later the issue returned for 45 mins. I have to wait for him to ring tomorrow now. number withheld on 1471 so I can't contact him in meantime.
Well this problem is still occuring and has not been fixed. I had no phone call back either from the principal tech either.
For the past couple of weeks its been generally fine. The odd fluctuation every day or so for a minute or so I didn't inform them. Until yersterday and tonight where its now happening in peak time periods and 90% of channels are effected and broadband is unusuable (the snr fluctates between 7-33 on each channel and the modulation goes from qam256 to unknown and back to qam2repeat on all channels) the pwoer levels go to around -5 now instead of the deep drop to -15.
I have yet another engineer coming tomorrow. They had no record of what the principal tech has said and done (not suprised there.
I was speaking to someone from the next road who is having the same trouble as us. (They are in the same cab) Virgin came today and did a repull for them with the thicker cable. I don't think that will help us with being less than 5-10 metres from the cab (cab is outside of property to the side) and with a hdu installed.
Is this the stage I am going to have to contact head office to get this finally fixed? Or should I wait for what excuse tomorrow's engineer brings to the table?
Sephiroth
04-07-2012, 22:14
I had this sort of thing 9 months ago. They replaced the amplfier in the cabinet and that fixed it.
i think thats the only thing they haven't done. It was due to be replaced and then they didn't do it for some reason.
If i get no luck tomorrow i think I'll contact head office via neil becketts email I think. What makes it worse they only gave me £15 compensation so far.
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