Cant get easy modem swap

Hornet · 19-10-2011, 20:42

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
....

djfunkdup · 19-10-2011, 21:14

Upstream Transmit Power Level : 54.80 dBmv

is a bit high tbh....

Hornet · 19-10-2011, 21:24

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

Thanks

djfunkdup · 19-10-2011, 21:32

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

if it aint broken then dont fix it..

ferretuk · 19-10-2011, 21:59

Quote:

Originally Posted by Hornet

I have NO internet problems, all I want is a modem that can do the 1MB upload.

Anyone think I am being unreasonable?

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?

Hornet · 19-10-2011, 22:25

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!

KenK · 19-10-2011, 22:53

Quote:

Originally Posted by ferretuk

You're being unreasonable. <snip> Why do you think this is a decision that has aything to do with you?

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.

djfunkdup · 19-10-2011, 23:03

Quote:

Originally Posted by KenK

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.

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

it affects other users connected to the same UBR

jb66 · 19-10-2011, 23:05

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

KenK · 19-10-2011, 23:49

Quote:

Originally Posted by djfunkdup

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

Fair enough; but if he needs to give access, it still has everything to do with him.

Quote:

Originally Posted by jb66

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

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.

jb66 · 20-10-2011, 08:28

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.

Nopanic · 20-10-2011, 09:30

Quote:

Originally Posted by KenK

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.

Quote:

Originally Posted by jb66

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.

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

(for legal reasons I must point out this is an exaggeration)

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.

KenK · 20-10-2011, 23:10

Quote:

Originally Posted by jb66

Huff? More like clicking his heels as he gets to finish early!

Quote:

Originally Posted by Nopanic

lol driving off in a huff .. Oh no, one of my 50 jobs for today isn't in, I have time to drive..

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?

Quote:

Originally Posted by Hornet

all I want is a modem that can do the 1MB upload.

Oh, for the days when the customer was always right...

raging bull · 20-10-2011, 23:15

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

Nopanic · 20-10-2011, 23:28

Quote:

Originally Posted by KenK

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...

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.