How long will it take to "Fix My Line" - Page 2

nostra · 02-03-2005, 16:55

ok had a look, this problem is down to something called your channel signal to noise ratio, it is extremely low this is an area issue on your cable and is not something that is specific to you, the rep that you spoke to earlier today has forwarded these details on to faults so that they can investigate where the noise is coming into the cable to cause this SNR to be so low. that is all the information that there is at this time, and im sorry you will just have to bear with it while it is investigated

this could cause a slow connection because of packet loss
OR no connectivity at sometimes at all

Neil · 02-03-2005, 17:00

Quote:

Originally Posted by nostra

ok had a look, this problem is down to something called your channel signal to noise ratio, it is extremely low this is an area issue on your cable and is not something that is specific to you, the rep that you spoke to earlier today has forwarded these details on to faults so that they can investigate where the noise is coming into the cable to cause this SNR to be so low. that is all the information that there is at this time, and im sorry you will just have to bear with it while it is investigated

this could cause a slow connection because of packet loss
OR no connectivity at sometimes at all

Good update.

Presumably this customer is entitled to some form of monthly discount as this is more than a "fault"?

DbzDP · 02-03-2005, 17:03

Its 6PM now.
Are you at the NTL Technical Support Center now or at home? lol

nostra · 02-03-2005, 17:08

with regards to compensation --

dont know would need to talk to customer service sorry.

and yes i am in now

DbzDP · 02-03-2005, 17:38

Thanks Nostra greatly appreciated

this could cause a slow connection because of packet loss
OR no connectivity at sometimes at all

You are 100% correct about it.
Because I pinged Google.com and sometimes I would get 0% loss and sometimes 25% and sometimes 100% lol

ian@huth · 02-03-2005, 22:21

Quote:

Originally Posted by nostra

ok had a look, this problem is down to something called your channel signal to noise ratio, it is extremely low this is an area issue on your cable and is not something that is specific to you, the rep that you spoke to earlier today has forwarded these details on to faults so that they can investigate where the noise is coming into the cable to cause this SNR to be so low. that is all the information that there is at this time, and im sorry you will just have to bear with it while it is investigated

this could cause a slow connection because of packet loss
OR no connectivity at sometimes at all

Probably a few DIY split offs to blame.

nostra · 03-03-2005, 08:02

i will take another look tonight to see if the channel SNR has improved any for you

DbzDP · 03-03-2005, 15:53

I think they are making progress on fixing my line since my Modem restarted twice. lol

nostra · 03-03-2005, 17:20

yes your channel SNR is now good is over 25 which is a good level as long as it stays that way

DbzDP · 03-03-2005, 20:31

Thanks for your help Nostra.
I see my connection is good since it hasn't disconnected me in like 6+ hours or something.

nostra · 04-03-2005, 07:55

let me know if it changes and i will re-look at the issue and re-escalate it if required

DbzDP · 04-03-2005, 09:50

Quote:

Originally Posted by nostra

let me know if it changes and i will re-look at the issue and re-escalate it if required

Do you think you can look at how my cancelation process is going?
I sent in the CANCEL Letter twice. and also emailed it
1 Letter to Coventry
1 Letter to local NTL Place
1 Email to a Customer Service guy

If you can have a look I can PM you my Account Number.