Cant get easy modem swap

[jb66]

Originally Posted by raging bull

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

Not anymore, they get sent hubs now

[Nopanic]

Originally Posted by jb66

Not anymore, they get sent hubs now

Didn't mas say it's like for like with none d3's?

[jb66]

It used to be but seems when agents select modem a hub is sent out anyway,

[KenK]

Originally Posted by Nopanic

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.

"hub ?" - post #11.
"Like yourself" - please justify that comment, especially the "to the point of failure" bit.

[Nopanic]

Originally Posted by KenK

"hub ?" - post #11.
"Like yourself" - please justify that comment, especially the "to the point of failure" bit.

Rather than accepting the support from VM they want to argue, they would rather see nothing done, meaning they have a loss of service than accept the actions offered by the support team.

Of course support isn't always right, but process has to be in place to stop customer demanding unreasonable actions.

You (based on your posts) are one of these customers, nothing is good enough and everything has to go your way, regardless of if your way is right or not.

[Peter_]

Originally Posted by Nopanic

Didn't mas say it's like for like with none d3's?

I have not been in work this week but a guy on the community forum was sent a modem by support and he received a standard hub which is interesting as they need to have a specific coded listed on the account unless the process has changed.

Also to the original OP if they are sending a technician you will have your old piece of junk NTL120 swapped by default as it is basically an antique and will continue to give you a degraded service which you are paying for, so if you refuse a engineer you are wasting your own hard earned cash.

[KenK]

Originally Posted by Nopanic

You (based on your posts) are one of these customers, nothing is good enough and everything has to go your way, regardless of if your way is right or not.

I don't see how you can say everything has to go my way - I haven't had any dealings with the support team for years, not since this ntl256 modem was activated. I do freely express an opinion that VM's way is not necessarily the best way, especially when its' employees spout the Company line.

I don't know the OP's situation, I suspect neither do you - maybe accommodating a tech visit ("the actions offered by the support team") would be a big problem, and a self-install of replacement kit would be easier. The "process" seems to mean no-one in VM has bothered to try to find out.

[ferretuk]

Originally Posted by KenK

I don't know the OP's situation, I suspect neither do you - maybe accommodating a tech visit ("the actions offered by the support team") would be a big problem, and a self-install of replacement kit would be easier. The "process" seems to mean no-one in VM has bothered to try to find out.

VM have deemed the levels to be out of spec, therefore self-install of replacement kit is not 'easier'

[KenK]

Originally Posted by ferretuk

VM have deemed the levels to be out of spec, therefore self-install of replacement kit is not 'easier'

It might be for him. Then again, there's always the other option:

Originally Posted by Hornet

...I think I'll just try another ISP ....

[Nopanic]

Originally Posted by KenK

It might be for him. Then again, there's always the other option:

Yeah, seems like a good idea. Hope they don't find any issues when he takes his car in for an MOT ..

[Stuart]

Originally Posted by Hornet

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

Thanks

If you are referring to the post Ignition made on here years ago, you need to bear in mind a couple of things.

1. The network has changed massively since then. It's possible VM have changed their specified power levels. Ignition no longer works for Virgin so may not be in a position to enter the revised power levels.
2. Ignition himself has frequently said that people with readings near to the boundries of those specs should have an engineer visit to get things further within the specs.
   
   

[KenK]

Originally Posted by Nopanic

Yeah, seems like a good idea. Hope they don't find any issues when he takes his car in for an MOT ..

If I was in VM management, I'd find it worrying to see staff so happy to lose a customer. Stop assuming you know everything (Has he even got a car? Is it old enough to need an MOT? Can he get it worked on at a time that suits him? In fact, and I fell for this one myself, is Hornet a "he"?)

---------- Post added at 22:58 ---------- Previous post was at 22:55 ----------

Originally Posted by ferretuk

VM have deemed the levels to be out of spec

How do levels get to be 'out of spec'? Is it a faulty install in the first place, or do VM change something in the network to change the levels?

[Stuart]

Originally Posted by KenK

How do levels get to be 'out of spec'? Is it a faulty install in the first place, or do VM change something in the network to change the levels?

It's entirely possible the power levels change for other reasons. The cable can degrade (for example, the ducting gets damaged and lets water in). Also, the amps and other equipment in the street cabinets can degrade as it gets older. For instance, the power output from the amp may drop, which, if I understand the system correctly, could cause the modem to raise it's own power output.

There is also the chance that someone (be it an engineer or a member of the public who broke in) has doine something that might affect the power output.

[Peter_]

Originally Posted by KenK

I don't see how you can say everything has to go my way - I haven't had any dealings with the support team for years, not since this ntl256 modem was activated. I do freely express an opinion that VM's way is not necessarily the best way, especially when its' employees spout the Company line.

I don't know the OP's situation, I suspect neither do you - maybe accommodating a tech visit ("the actions offered by the support team") would be a big problem, and a self-install of replacement kit would be easier. The "process" seems to mean no-one in VM has bothered to try to find out.

So as the OP has a NTL120 which is to say the least an antique who has been advised it needs replacing by a engineer visit which will ensure that the services they are paying for actually work you say that is following the company line, is that comment for real.

---------- Post added at 05:48 ---------- Previous post was at 05:45 ----------

Originally Posted by KenK

If I was in VM management, I'd find it worrying to see staff so happy to lose a customer.
How do levels get to be 'out of spec'? Is it a faulty install in the first place, or do VM change something in the network to change the levels?

So advising that a an engineer is required is how to lose a customer, if the customer refuses to have their services upgraded after being advised that it is required who is at fault, I would say the customer.

Nothing on the network has changed otherwise the whole area would be offline, the issue is a very old modem which should be replaced on sight.

[KenK]

Originally Posted by Masque

So as the OP has a NTL120 which is to say the least an antique who has been advised it needs replacing by a engineer visit which will ensure that the services they are paying for actually work you say that is following the company line, is that comment for real.

Nopanic posted his opinion of my attitude, based "on my posts". I presumed that meant across various threads. I was trying to clarify things for him.

Originally Posted by Masque

So advising that a an engineer is required is how to lose a customer,

No, but in the context of this thread ...

Originally Posted by Nopanic

Yeah, seems like a good idea.

... most definitely is. It smacks of a two-word attitude.

Originally Posted by Masque

the issue is a very old modem which should be replaced on sight.

... which is what the OP asked for in the first place.