People affected by modem ready light going off, post here! - Page 7

pointy shadow · 04-11-2009, 20:57

Quote:

Originally Posted by Broadbandings

IT are an internal department pointy but they should be able to sort it.

Thanks Broadbandings.

Any idea how long it takes for them to investigate this? The guy on the phone said that there is no timeline or SLA for things like this to get resolved. Surely thats not the case?

Ignitionnet · 04-11-2009, 21:04

Blimey, piece of string from previous experience. It's a problem with the provisioning database, it depends on what else they're doing to be honest, a single user issue, while it's a high priority to your good self, is a lower priority than any other cases that are affecting multiple customers

pabscars · 05-11-2009, 07:08

Quote:

Originally Posted by pointy shadow

Thanks Broadbandings.

Any idea how long it takes for them to investigate this? The guy on the phone said that there is no timeline or SLA for things like this to get resolved. Surely thats not the case?

I don't know if this will help, but when I first had VM's services 1st installed I was told I was in the walled garden and also pre-provisioned.

It did originally take 2 weeks to get sorted but only when I complained to CS was the issue dealt with via UK customer support.

These guys were very helpful, one guy in particular who at the time even left me his number to call if I had any further problems.

I purposely didn't retain his number, so as not to become a pain in the proverbial, or risk getting him in trouble.

So my point is, either wait it out whilst keeping your fingers crossed, or kick up a fuss and make a complaint to CS, it worked for me.

05-11-2009, 10:45

OK so this is happening to my modem again (although I'm not in Swansea) - flashing ready but internet access is working fine.

Logfiles say this... what is the 'DCC' it seems to be waiting for (but hasn't received yet)...

Thu Nov 05 11:42:38 2009 Thu Nov 05 11:42:38 2009 Information (7) DCC arrive new
Thu Nov 05 11:42:38 2009 Thu Nov 05 11:42:38 2009 Information (7) Locked on the downstream. Waiting for UCDs...
Thu Nov 05 11:42:38 2009 Thu Nov 05 11:42:38 2009 Information (7) Downstream lock ok
Thu Nov 05 11:42:37 2009 Thu Nov 05 11:42:37 2009 Information (7) DCC depart old
Thu Nov 05 11:42:37 2009 Thu Nov 05 11:42:37 2009 Information (7) Received DCC-REQ message...

Ignitionnet · 05-11-2009, 10:53

DCC - Downstream Channel Change. You were moved from 1 downstream to another, took 1 second.

Evidently your modem is just fine else you wouldn't be online but that's what happened.

Thu Nov 05 11:42:37 2009 Thu Nov 05 11:42:37 2009 Information (7) Received DCC-REQ message...

Received Downstream Channel Change Request

Thu Nov 05 11:42:37 2009 Thu Nov 05 11:42:37 2009 Information (7) DCC depart old

Left old downstream channel

Thu Nov 05 11:42:38 2009 Thu Nov 05 11:42:38 2009 Information (7) Downstream lock ok

Locked on to new downstream.

Thu Nov 05 11:42:38 2009 Thu Nov 05 11:42:38 2009 Information (7) Locked on the downstream. Waiting for UCDs...

Waiting for Upstream Channel Descriptors - these messages tell the modem details about upstream channels, once it sees one of these it requests the upstream and will complete lock and be ready for service again...

Thu Nov 05 11:42:38 2009 Thu Nov 05 11:42:38 2009 Information (7) DCC arrive new

... Just like that - job done.

The log is a bit confusing as it runs bottom to top but all was at it should be, your modem was moved from one downstream channel to another to balance load.

05-11-2009, 10:58

Thanks Broadbandings - but is the Ready light supposed to carry on flashing after this has been completed. Everything works so am not too bothered, just curious.

(as I said in a prev. post I was only moved onto this new ubr last week so maybe it's a bug - but saying that it's nice to get full 20meg speeds again, day AND night - for now)

Ignitionnet · 05-11-2009, 11:34

No the ready light should be solidly on, I guess it's a little bug in the modem firmware.

Sounds like you're getting good performance on the new kit though so all's well.

You're welcome.

Saneboy13 · 05-11-2009, 17:26

Broadbandings,

I have been really interested in everything you keep saying to WelshChris about his problem. You have an insistance that it's a Network problem, I would be really interested in what makes you come up with that assumption.

Reason I am interested is I am the Network Tech. Chris referrs to, and I can tell you it isn't a Network issue per-se. There is a lot more to this than meets the eye, and I would appreciate being able to put it down in a pm or mail so I can give you facts and get your take on the whole situation

Ignitionnet · 05-11-2009, 17:51

Roger that, you have a PM.

Saneboy13 · 05-11-2009, 18:06

Thanks for that, you have a best selling novel waiting for you

Peter_ · 05-11-2009, 18:07

Quote:

Originally Posted by Saneboy13

Thanks for that, you have a best selling novel waiting for you

The Welshchris Saga

Saneboy13 · 05-11-2009, 18:13

The WelshChris saga that isn't getting resolved, because we keep being told it's a HFC issue when it isn't

Welshchris · 05-11-2009, 18:17

Moldova, this is part of the reason why i am going to sky, Saneboy is a VM Network engineer and was there any need for a VM member of staff (urself) to make a cheep public shot at Another member of staff trying to be helpful?

Peter_ · 05-11-2009, 18:20

Quote:

Originally Posted by Welshchris

Moldova, this is part of the reason why i am going to sky, Saneboy is a VM Network engineer and was there any need for a VM member of staff (urself) to make a cheep public shot at Another member of staff trying to be helpful?

It was a joke about the PM he had sent and not aimed at him at all.

Good luck with the SKY package Chris and I hope it provides you with a service you can use and enjoy without the hassle.

Welshchris · 05-11-2009, 18:22

Moldova, i really think ur so called Joke was in bad taste and shows what complete disrespect some members of VM staff have for customers and their work collegues.