Business cable Modem outage
 

HI, I am aware of a few sites down in the dn3 area due to authentication issues and wondered if anybody else has these as is it just the 5 or 6 sites I am aware of. Been like it for 24 hours now.... :td::(

Re: Business cable Modem outage
 

and now coming up for 2 days !!! massive headache for me :(

Re: Business cable Modem outage
 

If business, you have a SLA and should be chasing VM business for the resolution.

Re: Business cable Modem outage
 

I did ask business fault line about the 24 hours SLA when trying to get an ETA out of them and I have to phone customer service. Feeling like I have been banging my head against a brick wall as they don't like to keep us updated. It is now going into day 3 & still cant give me any idea of an ETA ..... :mad::mad::mad:

Re: Business cable Modem outage
 

When I was with VMB the SLA was phone only and the cable modem had the same week long SLA as residential?? Hopefully that's changed now?

Re: Business cable Modem outage
 

The business cable modem service also has a 24 hour SLA now

Re: Business cable Modem outage
 

It doesn't help you, but when a business account has an issue everyone goes crazy to get it fixed ASAP.

Someone won't have slept for 3 days.

Re: Business cable Modem outage
 

Let's hope it's only the Area Ops manager - as he/she's the only one to get paid enough for insomnia!

Re: Business cable Modem outage
 

Be someone on call, I've not been in work so no idea what the issue is.

Sounds bad though to take business customers offline this long ..

Re: Business cable Modem outage
 

On the whole Business service faults are handled really well. Even last time resegmentation was needed I had it doen within 10 days. to restore someting like reasonable service.

Hoever recently it's been very bad evenings & weekends - sometimes getting around 0.5 to 1 Mb/s on a 50 Mb/s business service.

The problem was logged early August and coudl take till November to fix (worst case I'm told) as building work is needed at New Malden to house more equipment.

Re: Business cable Modem outage
 

Hmm so they have confirmed they have oversold the business capacity...that isn't very professional, can't believe they would be able to get away saying that.

I hope you have demanded a reduction in the bills as you are not getting the service you are paying for.

Re: Business cable Modem outage
 

Business capacity is the same as residential capacity.

Re: Business cable Modem outage
 

Er.. I wouldn't say that ..

Re: Business cable Modem outage
 

I wasnt aware business accounts ran on a separate network

Business cable modems run on the same network out in the street, but on the data side of things when it gets back to the main hub site ect then the modems have different capacity and seperate core routers.

Re: Business cable Modem outage
 

:rolleyes:

Re: Business cable Modem outage
 

your posts are always so concise

Re: Business cable Modem outage
 

:welcome:

Re: Business cable Modem outage
 

That's because they don't

---------- Post added at 21:22 ---------- Previous post was at 21:19 ----------

They are connected to the same modems and core routers as residential.

Re: Business cable Modem outage
 

That was sarcasm, just being equally as helpful as nopanic ;)

In my network area (ex United Artists and Telewest) the modems take a different path for main capacity on the core network but they do use the same UBR ect so say if their was noise or the UBR that the node is connected to went down then the business modems would also be affected. This is why they are pushing fibre more and more I haven't done a cable modem install in 6 months or so.

Re: Business cable Modem outage
 

I'm not surprised since they will only install business cable modem service if the premises are already serviced by cable, but they won't pull in cable for that service any more.

Also the 30/3 and 50/5 Business services have not been sold for a good 8 months I'd estimate now due to problem with the Superhub business firmware.

They will sell the 10/768K and 20/1 service the former with 'fixed' IP address in the interim, though there is no mention, that I can see, on the website of this.

I gather the 30/3 and 50/5 business services are likely to go back on sale soon, as the problems with the business Superhub firmware have been (mostly!) resolved.

The key issues were MTU dsize and fragmentation issues - fixed and L2TP tunnel drops - fixed.

What I know is still outstanding are regular lockups of the GUI when logging in.

In terms of capacity off the node that I am connected to with the 50/5 business service... when this was installed I would get pretty much spot on 47 Mb/s every time I tested. Then it started to drop over time, so when sold to me capacity was there, but that is no longer the case.

After raising with complaints it was checked out for me whne I was told actual building work was needed at New Malden to accommodate extra equipment racks - due for completion no later than Nov 2012

Re: Business cable Modem outage
 

That's more correct. All considered though the majority of congestion problems don't happen on the core network - VM's MPLS core is used by literally thousands of companies including national communications providers. It has to run properly.

Re: Business cable Modem outage
 

but thats not where the bottlenecks are.