200M : Occasional Dropouts

Originally Posted by General Maximus

Did the engineer say what he had done or replaced? Ring up and put in a complaint and say you have had 2 engineers out and the fault is still there and you have evidence of it. Afaik on the third call out the principle engineer has to attend. Show him the rs errors and the graph and they will see that something is awry. There must be a damaged cable or something somewhere which they haven't found. They can't keep coming out and leaving saying everything is ok.

He said the attenuator the last engineer had put in wasn't needed. Which on reflection and looking at the logs wasn't true at the time and was now, it's just the power levels changed since then. He also changed something in the cabinet.

He had an app that showed everything in red, after he made the changes it was green.

Right now though the power levels look ok so I don't know?

Do you think I should call back today's engineer or just escalate it now to get the principle engineer?

[SnoopZ]

Yer may require a re pull, those errors are terrible, I'm surprised you have internet.

What's a re pull?

[SnoopZ]

Originally Posted by Damien

What's a re pull?

New cable from Cabinet to your house wall.

Originally Posted by SnoopZ

New cable from Cabinet to your house wall.

Wouldn't that be a massive task?

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I phoned the engineer and he said he needs to pass onto the network guys?

---------- Post added at 17:31 ---------- Previous post was at 16:50 ----------

I think it's worse now than before. ffs.

[General Maximus]

Originally Posted by Damien

I phoned the engineer and he said he needs to pass onto the network guys?

Once it gets passed onto networks it gets fixed pronto so if you don't hear anything back by the end of tomorrow I would ring up and complain. From a diagnostics and troubleshooting point of view they know that the problem is more your end and not at the cabinet or higher which would affect multiple customers. That means there is a limited number of cables/connectors that can be damaged and if they don't know what is causing the problem then they need to start swapping stuff out to see if it makes any difference.

Originally Posted by General Maximus

Once it gets passed onto networks it gets fixed pronto so if you don't hear anything back by the end of tomorrow I would ring up and complain. From a diagnostics and troubleshooting point of view they know that the problem is more your end and not at the cabinet or higher which would affect multiple customers. That means there is a limited number of cables/connectors that can be damaged and if they don't know what is causing the problem then they need to start swapping stuff out to see if it makes any difference.

So passing it off to network is actual progression then? He told me to ring him first thing Friday to see but I was worried that, given it's clearly my end, that networks would just go 'lol wot?' and I would lose another day....

[General Maximus]

Originally Posted by Damien

So passing it off to network is actual progression then?

In a sense, networks aren't going to fix it but they are will rule out a network fault which by process of elimination means it is something your end which we already know. The tech is just covering his bases if he thinks he has done everything he can and there is something going on elsewhere beyond his control. Networks will get back to him tomorrow with a definitive answer so if he says he doesn't know what is causing it ask him if he can start changing cables and connectors. Hopefully he will use his initiative and seek advice from his boss when networks say there can't do anything. After all, all of this reflects badly on him if you ring up and complain. Whatever you do don't let them fob you off saying they are going to monitor it over the weekend bla bla bla. You want any answer on Friday as to what course of action they are going to take.

[Skie]

Did he visit the cabinet at all?

Engineers can replace damaged cable from your property up to the tap point in the street, so if the damage is there and he didn't bother to check by running a line test from the cabinet....

Originally Posted by General Maximus

In a sense, networks aren't going to fix it but they are will rule out a network fault which by process of elimination means it is something your end which we already know. The tech is just covering his bases if he thinks he has done everything he can and there is something going on elsewhere beyond his control. Networks will get back to him tomorrow with a definitive answer so if he says he doesn't know what is causing it ask him if he can start changing cables and connectors. Hopefully he will use his initiative and seek advice from his boss when networks say there can't do anything. After all, all of this reflects badly on him if you ring up and complain. Whatever you do don't let them fob you off saying they are going to monitor it over the weekend bla bla bla. You want any answer on Friday as to what course of action they are going to take.

Ok well at least then I am not wasting time by letting them pass it to networks.

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Originally Posted by Skie

Did he visit the cabinet at all?

Engineers can replace damaged cable from your property up to the tap point in the street, so if the damage is there and he didn't bother to check by running a line test from the cabinet....

Yeah he did that. He had an app that showed the status. When he arrived it was all red, then it turned green, then a few hours after he left it started happening again.

Last week the other engineer replaced everything and it went a week being fine before starting again.

This is part of the problem because the engineer does make it work. When they leave the signal strength/power is fine. All the checks pass. Then it starts again after they leave.

This time it's much worse though.

[SnoopZ]

Originally Posted by Damien

Wouldn't that be a massive task?

---------- Post added at 16:50 ---------- Previous post was at 16:50 ----------

I phoned the engineer and he said he needs to pass onto the network guys?

---------- Post added at 17:31 ---------- Previous post was at 16:50 ----------

I think it's worse now than before. ffs.

A re pull is straight forward for the team that do it, but you may not need one.

[General Maximus]

Originally Posted by Damien

Ok well at least then I am not wasting time by letting them pass it to networks.

nope. Better to get it done and out the way now so they can say it is nothing to do with them and it is something else.

Originally Posted by SnoopZ

A re pull is straight forward for the team that do it, but you may not need one.

See in my mind that means digging up the whole road. I am guessing they don't need to do that. I think that's the way it's going because the first engineer did seem to know what he was doing. Although it's weird it worked fine for a week.

[spiderplant]

Originally Posted by Damien

See in my mind that means digging up the whole road.

The cable runs in a conduit so they just pull the new cable through using a flexible rod. But anyway, you don't need a repull. The fault is either in the cabinet or further upstream.

Unusable now. Have to switch to mobile hotspot