Cant get easy modem swap
 

I have posted this on VM forum too, apologies if it shouldn't be posted here too. Any advice?

I thought getting my NTL120 modem changed would be the same as others in my street and on forums. But after calling the call centre 4 times, posting here and finally going via VM twitter I now have an email saying a tech needs to visit due to my power levels causing my internet problems!!!

I have NO internet problems, all I want is a modem that can do the 1MB upload. My internet has worked fine for 10 years and is always fast. My download speed is always 9 to 10MB and upload fine (even if capped by modem at 512k). My xbox live is always shown at full status whenever online so as far as I can see it is perfect.

I have the following results, do these mean VM would think otherwise?

Downstream Receive Power Level : 3.49 dBmv

Downstream SNR : 34.31 dB

Upstream Transmit Power Level : 54.80 dBmv

I think I'll just try another ISP as they seem to want to interfere with something that is working fine for me the customer.

Anyone think I am being unreasonable?



Thanks
....

Re: Cant get easy modem swap
 

Upstream Transmit Power Level : 54.80 dBmv

is a bit high tbh....

Re: Cant get easy modem swap
 

But works fine and I am sure I read on here sometng about 55 is MAX?

Thanks

Re: Cant get easy modem swap
 

it would be better if it was slightly lower...but i get your point..

if it aint broken then dont fix it.. :)

Re: Cant get easy modem swap
 

You're being unreasonable. Either:

a) You have no internet problems therefore you don't need a new modem

or

b) Your download speed is slow and you need Virgin to supply a new modem. As part of this process they wish to correct a fault in *their* network with *their* equipment at *their* expense.

They have deemed the levels to be out of spec and are going to come and correct them. Why do you think this is a decision that has aything to do with you?

Re: Cant get easy modem swap
 

Because it works fine and I pay for 1MB upload, but my modem is capped at 512k. My power levels are in their advised ranges too.

Everyone else gets a replacement in the post that I have seem on forums.

Like above it ain't broke, but no doubt if they mess with the levels, like they did with my TV, they'll make it worse!

Re: Cant get easy modem swap
 

Because the OP has to make time to give *them* access to *their* equipment. It's his choice - but it does have everything to do with him.

Re: Cant get easy modem swap
 

high power levels...: = not his choice..it needs fixed

it affects other users connected to the same UBR

Re: Cant get easy modem swap
 

Wait 8am to 6pm for courier or 4 hour time slot for a virgin tech

Re: Cant get easy modem swap
 

Fair enough; but if he needs to give access, it still has everything to do with him.
If no-one is in, couriers may attempt a second delivery, or allow pick-up from a depot (no, I don't know what conditions VM put on them). A tech is more likely to drive off in a huff and cancel the job. Not everyone's daily schedule fits in with what's convenient for couriers and techs.

Re: Cant get easy modem swap
 

Huff? More like clicking his heels as he gets to finish early! I dont see why virgin should go to the expense of sending a hub out then a tech after if it doesn't work. Its common sense to send both at the same time.

Re: Cant get easy modem swap
 

lol driving off in a huff .. Oh no, one of my 50 jobs for today isn't in, I have time to drive the speed limit :D (for legal reasons I must point out this is an exaggeration) :D

As above the time frames for a tech are easier than waiting in all day for a delivery, you can choose when the tech comes and just ask him to swap it out first, speak to him, they tend to be human.

Re: Cant get easy modem swap
 

Thank you both for confirming the point - if the customer is not in for a tech visit, it's back to square one.

Who said anything about a hub?
Oh, for the days when the customer was always right...

Re: Cant get easy modem swap
 

Could OP get an Ambit 256 or whatever the current model is, a hub is not every bodies cup of tea?

Re: Cant get easy modem swap
 

hub ?

As for customers always being right, sadly there are too many customers like yourself who think they are always right to the point of failure.

Re: Cant get easy modem swap
 

Not anymore, they get sent hubs now

Re: Cant get easy modem swap
 

Didn't mas say it's like for like with none d3's?

Re: Cant get easy modem swap
 

It used to be but seems when agents select modem a hub is sent out anyway,

Re: Cant get easy modem swap
 

"hub ?" - post #11.
"Like yourself" - please justify that comment, especially the "to the point of failure" bit.

Re: Cant get easy modem swap
 

Rather than accepting the support from VM they want to argue, they would rather see nothing done, meaning they have a loss of service than accept the actions offered by the support team.

Of course support isn't always right, but process has to be in place to stop customer demanding unreasonable actions.

You (based on your posts) are one of these customers, nothing is good enough and everything has to go your way, regardless of if your way is right or not.

Re: Cant get easy modem swap
 

I have not been in work this week but a guy on the community forum was sent a modem by support and he received a standard hub which is interesting as they need to have a specific coded listed on the account unless the process has changed.

Also to the original OP if they are sending a technician you will have your old piece of junk NTL120 swapped by default as it is basically an antique and will continue to give you a degraded service which you are paying for, so if you refuse a engineer you are wasting your own hard earned cash.

Re: Cant get easy modem swap
 

I don't see how you can say everything has to go my way - I haven't had any dealings with the support team for years, not since this ntl256 modem was activated. I do freely express an opinion that VM's way is not necessarily the best way, especially when its' employees spout the Company line.

I don't know the OP's situation, I suspect neither do you - maybe accommodating a tech visit ("the actions offered by the support team") would be a big problem, and a self-install of replacement kit would be easier. The "process" seems to mean no-one in VM has bothered to try to find out.

Re: Cant get easy modem swap
 

VM have deemed the levels to be out of spec, therefore self-install of replacement kit is not 'easier'

Re: Cant get easy modem swap
 

It might be for him. Then again, there's always the other option:

Re: Cant get easy modem swap
 

Yeah, seems like a good idea. Hope they don't find any issues when he takes his car in for an MOT ..

Re: Cant get easy modem swap
 

If you are referring to the post Ignition made on here years ago, you need to bear in mind a couple of things.

1. The network has changed massively since then. It's possible VM have changed their specified power levels. Ignition no longer works for Virgin so may not be in a position to enter the revised power levels.
2. Ignition himself has frequently said that people with readings near to the boundries of those specs should have an engineer visit to get things further within the specs.
   
   

Re: Cant get easy modem swap
 

If I was in VM management, I'd find it worrying to see staff so happy to lose a customer. Stop assuming you know everything (Has he even got a car? Is it old enough to need an MOT? Can he get it worked on at a time that suits him? In fact, and I fell for this one myself, is Hornet a "he"?)

---------- Post added at 22:58 ---------- Previous post was at 22:55 ----------

How do levels get to be 'out of spec'? Is it a faulty install in the first place, or do VM change something in the network to change the levels?

Re: Cant get easy modem swap
 

It's entirely possible the power levels change for other reasons. The cable can degrade (for example, the ducting gets damaged and lets water in). Also, the amps and other equipment in the street cabinets can degrade as it gets older. For instance, the power output from the amp may drop, which, if I understand the system correctly, could cause the modem to raise it's own power output.

There is also the chance that someone (be it an engineer or a member of the public who broke in) has doine something that might affect the power output.

Re: Cant get easy modem swap
 

So as the OP has a NTL120 which is to say the least an antique who has been advised it needs replacing by a engineer visit which will ensure that the services they are paying for actually work you say that is following the company line, is that comment for real.

---------- Post added at 05:48 ---------- Previous post was at 05:45 ----------

So advising that a an engineer is required is how to lose a customer, if the customer refuses to have their services upgraded after being advised that it is required who is at fault, I would say the customer.

Nothing on the network has changed otherwise the whole area would be offline, the issue is a very old modem which should be replaced on sight.

Re: Cant get easy modem swap
 

Nopanic posted his opinion of my attitude, based "on my posts". I presumed that meant across various threads. I was trying to clarify things for him.
No, but in the context of this thread ... ... most definitely is. It smacks of a two-word attitude. ... which is what the OP asked for in the first place.

Re: Cant get easy modem swap
 

He needs a technician to ensure that it works correctly and to prevent a very likely callback, I would always advocate a technician with power levels like his and especially on such an old modem.

Re: Cant get easy modem swap
 

none of which has any relevance as I was being sarcastic ...

I was going to explain myself but youll find some other random twisted reason for my post and declare me the sporn of satan.:rolleyes:

Re: Cant get easy modem swap
 

Spawn.:D

Re: Cant get easy modem swap
 

It seems sarcasm doesn't work in forums - not in original posts, nor in replies to them.It seems sarcasm doesn't work in forums ...

Re: Cant get easy modem swap
 

I'm blaming my auto correct :)