On my second 50meg modem already

[bubblegun]

So I upgraded in August just after the 50Meg price reduction was announced but before it took effect.

Had the service running fine until early October. Then couldn't pay bill for two weeks so was blocked. So we called and paid bill last week. But they were unable to restart the broadband.

Several phonecalls and £10 goodwill credit later they sent out and engineer. When he arrived he did a few things: changed the splitter on the wall, rebooted modem and phoned people to send signals. He got kinda ****ed-off and then replaced the modem.

All working fine now, but is this the standard lifespan of the 50Meg modems?
If so, it must be costing them a fortune!

[Feenix]

That wasn't a physical problem with the modem. Given the time that techs have to fix the fault (that should have been fixed without a truck roll) a swap can be the fastest, simplest and most effective fix.

[Peter_]

Originally Posted by Feenix

That wasn't a physical problem with the modem. Given the time that techs have to fix the fault (that should have been fixed without a truck roll) a swap can be the fastest, simplest and most effective fix.

Without seeing the notes or what was actually diagnosed I am not sure how you can say no truck roll required.

Rather a throwaway remark as for all we know the modem was flapping which requires a modem swap.

[Feenix]

Rather an obvious 1st/2nd line fix imho. The modem was downgraded, 1st line could not reinstate so booked a tech (perhaps an escalation to 2nd line.) If the 2nd line escalation occured and they could not get the sacm online then there must be another reason (flaps perhaps?) If the modem was flapping, there would have been notes on the fault ticket to swap the modem due to flaps. Or not.

Tech sees that the sacm is online but needs to be allowed online by the ubr, fails to get anyone to rectify (several phone calls), so swaps in a new one.

Hardly 'a throwaway remark' as this is real life and actually occurs in the field

[Peter_]

Originally Posted by Feenix

Rather an obvious 1st/2nd line fix imho. The modem was downgraded, 1st line could not reinstate so booked a tech (perhaps an escalation to 2nd line.) If the 2nd line escalation occured and they could not get the sacm online then there must be another reason (flaps perhaps?) If the modem was flapping, there would have been notes on the fault ticket to swap the modem due to flaps. Or not.

Tech sees that the sacm is online but needs to be allowed online by the ubr, fails to get anyone to rectify (several phone calls), so swaps in a new one.

Hardly 'a throwaway remark' as this is real life and actually occurs in the field

Yes it probably was not a throwaway remark, but the issue could have been anything and without seeing the notes all we have is supposition by us both

It could be that he was affecting by the outage on accounts after his disconnection and swapping the modem would have had no effect and of course that should never had been teched.

Or any of the other reasons that cause issues.

Also not every puts that the modem is flapping even if they know they should, I personally give the issue a life story to ensure they know whats required.