Cable Forum - VM Business Weekend support (SLA details) for business customers

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Re: Weekend support (SLA details) for business customers

Certainly worth a try.

I used to find if you call in the evening you end up talking to someone from the VMB Cardiff team and end up speaking directly to an engineer that will start looking remotely at your problem. They may no longer do that, as it's been a long while since I needed to call them, but evenings was the best time to log a fault I found!

Re: Weekend support (SLA details) for business customers

Don't relocate anything until you have checked the terminals for looseness.

Re: Weekend support (SLA details) for business customers

Quote:

Originally Posted by crowarth (Post 35984400)

Thank you all - it seems a common theme in the replies is to re-seat all the cabling, which I'll do tonight. It seems that they (the offshore team) pretty much point blank refuse now to let talk to anyone on the UK side of VMB, and they insist on sending an engineer to my property (not even just to the cabinet).

The termination point (where it's coming in to the property) is in another room, and it runs via a length of cable to its final resting place in a network cupboard, so I can in fact relocate the Hitron to right by the wall outlet and see if there's any difference. I'll have a crack at that tonight and let you all know.

They won’t send an engineer just to the cabinet (unless a network fault is detected, then a network engineer will attend). Doesn’t make sense, if the issue is then in the property it’s another visit. Makes perfect sense for someone to attend and have access to all possible points of failure.

Re: Weekend support (SLA details) for business customers

So the guy has been and gone - removed an unnecessary splitter from when I had the TV service (hidden behind something, didn't know it was there!) and fitted a small attenuation device to the back of the Hitron.

The SNR for those two "problem channels" has now risen to acceptable levels:

https://www.cableforum.uk/images/local/2019/02/5.png

Interestingly, prior to his visit, I had gone round and reseated all the connectors (minus the splitter I didn't know was there!) and even tried the Hitron on the connector where it comes in to the building. I noticed that the speed had dramatically improved when connected to the wall outlet. Moved it back to where it was originally, and it had returned to normal there as well. The changes the engineer made further improved it as well.

So it looks like checking everything and tightening it all plus his changes netting a substantial improvement. He did raise an eyebrow at the cable it connects to lol, as it's a custom bit of cable run to the network cupboard (not by VM) that connects to the end of the cable they did run. But he was happy with the quality of that cable and how it is terminated. Quite a friendly guy too, think all the engineers I've had here have been top guys.

Re: Weekend support (SLA details) for business customers

Good to hear you got this resolved in the end. Your SNR levels are better than mine for sure....

Power levels are good but SNR seems a tad low - but working well so I won't bother them.

Port Frequency (Hz) Modulation Power (dBmV) SNR (dB) Channel
1 315000000 256QAM 2.100 35.595 23
2 139000000 256QAM 0.900 35.780 1
3 147000000 256QAM 0.900 35.780 2
4 155000000 256QAM 0.900 35.780 3
5 163000000 256QAM 0.900 35.595 4
6 171000000 256QAM 0.900 35.595 5
7 179000000 256QAM 1.100 35.595 6
8 187000000 256QAM 1.200 35.595 7
9 195000000 256QAM 1.300 35.780 8
10 203000000 256QAM 1.300 35.780 9
11 211000000 256QAM 1.400 34.926 10
12 219000000 256QAM 1.300 35.084 11
13 227000000 256QAM 1.000 35.084 12
14 235000000 256QAM 0.600 35.780 13
15 243000000 256QAM 0.300 35.595 14
16 251000000 256QAM -0.200 35.084 15
17 259000000 256QAM -0.100 35.595 16
18 267000000 256QAM 0.500 35.595 17
19 275000000 256QAM 1.000 35.084 18
20 283000000 256QAM 1.300 35.595 19
21 291000000 256QAM 1.500 35.084 20
22 299000000 256QAM 1.600 35.084 21
23 307000000 256QAM 1.900 35.595 22
24 323000000 256QAM 2.200 35.595 24

Re: Weekend support (SLA details) for business customers

Quote:

Originally Posted by crowarth (Post 35984488)

So the guy has been and gone - removed an unnecessary splitter from when I had the TV service (hidden behind something, didn't know it was there!) and fitted a small attenuation device to the back of the Hitron.

The SNR for those two "problem channels" has now risen to acceptable levels:

https://www.cableforum.uk/images/local/2019/02/6.png

Interestingly, prior to his visit, I had gone round and reseated all the connectors (minus the splitter I didn't know was there!) and even tried the Hitron on the connector where it comes in to the building. I noticed that the speed had dramatically improved when connected to the wall outlet. Moved it back to where it was originally, and it had returned to normal there as well. The changes the engineer made further improved it as well.

So it looks like checking everything and tightening it all plus his changes netting a substantial improvement. He did raise an eyebrow at the cable it connects to lol, as it's a custom bit of cable run to the network cupboard (not by VM) that connects to the end of the cable they did run. But he was happy with the quality of that cable and how it is terminated. Quite a friendly guy too, think all the engineers I've had here have been top guys.

Yep open ports on splitters are basically the same as loose connectors. Us business engineers are all top guys :)