A success story and a question!

[BootBoy]

Hello all

I thought I might tell you of a successful support call, just to show that sometimes NTL get it right.

My BB went down last night, and I had cause to ring the TS line. I was expecting the worst, based upon personal experiences of friends and some of the stories I read here.

I waited less than 5 minutes for the call to be answered, the agent checked my modem, and informed me that I had a low d/s signal, I needed an engineer. He comfirmed my contact number and said someone will get back to you in 24 hours.
Ten minutes later the engineer called to offer me 1 till 4 or 4 till 8 Today!

Engineer arrived at 4:30 Today. Problem had resolved itself, but he said he would check all the connections anyway, which he did, from my box to the street cabinet.

Call answered promptly
Agent helpful
Return call when told
Next day appointment
engineer keeps appointment
Engineer helpful

Well done all involved.

Now to the question.
The agent told me my d/s strength was -19 and should be about +4

I checked this myself, and it was indeed fluctuating between -19 and +2 (mostly -)

The engineer said they only ever check the u/s signal which should be between 40-60, the lower the better. It was 40 ish.

The question is, which one of them was correct, and what would cause the fluctuating d/s signal?

Thanks in advance for any replies.

[paulyoung666]

, good to see ntl do have a good side as well

Originally Posted by BootBoy

Hello all

<snip>

Now to the question.
The agent told me my d/s strength was -19 and should be about +4

I checked this myself, and it was indeed fluctuating between -19 and +2 (mostly -)

The engineer said they only ever check the u/s signal which should be between 40-60, the lower the better. It was 40 ish.

The question is, which one of them was correct, and what would cause the fluctuating d/s signal?

Thanks in advance for any replies.

Hi BootBoy

some info about signal levels can be found in the following link -

http://homepage.ntlworld.com/robin.d...ps/signal.html

hth

[Womble]

Both the agent and the engineer are half right!!
-15 is the bare minimum for d/s, -5 is good
55dbmv is the max for u/s, modem will max out at 60dbmv, 45dbmv is good
If the levels are "bouncing" from -19 to +2, sounds like a network fault, could be a faulty laser or amp.