Re: SH3 Question
 

the T3 and T4 timeouts should be in the upstream tab underneath the power levels.

Re: SH3 Question
 

..not on Hub 3.0.

Re: SH3 Question
 

I doubt a tech would be able to fix noise. You would need someone from second line to raise an outage

Re: SH3 Question
 

he is going to have to book a tech first though who will come out and then escalate it though won't he?

Re: SH3 Question
 

or maybe post on the VM Community forums with up to date info and let the VM staff look into it , first protocol will be them sending a Engineer who will escalate it

Re: SH3 Question
 

A tech won't know if there is noise. The call centre need to use the network tools to decide if there even is a noise issue

---------- Post added at 12:23 ---------- Previous post was at 12:22 ----------

I've worked as a tech for 7 years and have never escalated noise. I wouldn't even know if there is noise. Before virgin go to the expense of sending a technician they need to do the relevant checks first

Re: SH3 Question
 

sweet, I didn't know the call centre could do it. On the four of five times I have rang them over the last 17 years or so all I have had is script monkeys telling me I have got a virus or I need to change my browser to chrome.

Re: SH3 Question
 

They definitely can raise those kinds of outages, but having worked on both sides of the fence (call centre and outage), I can confirm it's not done often and when it is done, it's not usually done right.

Most noise issues are picked up by the outage team "sweeping" for clumps of engineers being booked for the same area (as in like 3 engineers going to properties connected to the same cab). That's why it's still better to have an engineer booked, even if you don't think an engineer will be able to fix it - because it's the primary thing outage looks for when raising new area faults.