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Internet with Horizon

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Supporting Actor Film
11 0 0

Re : disconnect every hour

ok

 

just in case this is what the system log looks like on the new modem:

 

2015-08-11 07:27:38: [Info] TLV-43.11 - unrecognized OID
2015-08-11 07:27:38: [Info] TLV-11 - unrecognized OID;CM-MAC=cc:35:40:24:ba:35;CMTS-MAC=0...
--- -- --:--:--: [Warn] DHCP WARNING - Non-critical field invalid in response ;CM-MAC...
--- -- --:--:--: [Info] Honoring MDD; IP provisioning mode = IPv4
--- -- --:--:--: [Info] WiFi Interface [wl0] set to Channel 5 (Side-Band Channel:N/A)...
2015-08-11 07:20:31: [Major] No Ranging Response received - T3 time-out;CM-MAC=cc:35:40:24...
2015-08-11 07:20:28: [Major] No Ranging Response received - T3 time-out;CM-MAC=cc:35:40:24...
2015-08-11 07:19:30: [Major] No Ranging Response received - T3 time-out;CM-MAC=cc:35:40:24...
2015-08-11 07:18:30: [Major] No Ranging Response received - T3 time-out;CM-MAC=cc:35:40:24...
2015-08-11 07:17:15: [Major] No Ranging Response received - T3 time-out;CM-MAC=cc:35:40

Highlighted
Supporting Actor Film
11 0 0

Re : disconnect every hour

Also: it looks like with the new modem, the issue of a ~30 seconds disconnect happening between 5 and 10 past of every hour is still here. The difference is that it does not show in the logs...

Highlighted
Ex-Moderator
787 127 22

Re : disconnect every hour

Hi @Xupolau

 

You've been contacted by our experts. They will send you a technician in order to have a look and to fix it. 

 

Regards,

 

Adriana

 

 

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Highlighted
Supporting Actor Film
8 0 0

Re: disconnect every hour

Hi 

 

how do i see the log ? I am also facing the issue of continuos diconnection when i connect from my laptop. 

 

Regards

Swapnil 

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Supporting Actor Film
11 0 0

Re : disconnect every hour

Hi,

 

so repairmen the week before last (not from Cablecom, a service company) and they said they installed a repeater to make the signal stronger in the house. I do not know if the problem of hourly disconnect is fixed as I could not test we are not at home.

 

The repairmen said that I get from Cablecom a "multimedia adapter" that I would have to plug into the wall to be able to keep the two devices, the Horizon box, and the separate modem plugged in. This makes no sense to me. So far we have received nothing.

 

It also makes no sense that they did not have this available immediately. Crawling down to the plug on the wall and getting the occasional electric shock from the coax each time we want to switch from watching TV to using the internet or back, and also not being able to at the same time watch TV and use the internet is getting very very annoying and frustrating. Not the kind of service we would expect when paying more than 100 CHF per month.

 

And anyway what is certain and super-annoying is that the repairmen did not remove the need to have two devices. We had received the separate modem from Cablecom to try and fix our hourly disconnect issue, and it did not fix the issue. I do not want one more box I want to send the modem back (burn it? throw it in the Rhine? nah...) and only use the horizon box.

 

I do not want to have to call again and again I feel like I have spent the last month on the phone with clueless support people who only ever always want me to repeat my issues from the beginning, and then provide innane proposals like switching Wifi channel as if this could improve the signal on the cable when I got the PC connected to the box by Ethernet cable.

 

Can you help or shall I just start using another provider, stop paying Cablecom bills and hand over all of this mess to my Rechtschutz?

 

 

Highlighted
Movie Star
1754 870 74

Re : disconnect every hour

Hi @Xupolau

 

Before leaving us and - more importantly - getting electrocuted, why don't you give us a chance to solve your issue? In order to arrange the adequate support, kindly ask you send me a PN with your customer no. and full name.

 

We will be in touch with you asap and are pretty confident to have your Horizon Recorder properly running.

 

Thank you very much for your appreciated trust.

 

Best regards,

Frida

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Supporting Actor Film
11 0 0

Re : disconnect every hour

Hi

 

 

How can you dare write: "why don't you give us a chance to solve your issue?"...

Could you at least bother to read the text I had written before copy-pasting in a canned reply? 

 

Of course I already sent private messages as requested before on this very same emails thread by one of your colleagues, do you not share this information, I already called many times waited many hours on the phone to talk to somebody, had many phone conversations where no context from any of the previous convesation seemed to be available to the person talking to me (I suspect they are playing for time to keep busy), and had technicians come *twice* to my home, forcing me to take time away from work. Still I have the issues that I am now frankly completely pissed off to have to describe again and again

 

Is this web interface meant to actually provide support, or just soothing messages like your post above? You alread got all my details from my previous private messages to one of you website answering people (humans, machines?)

 

So if you want to actually help. get on with it already and answer the questions in my previous post. It is quite ok you can answer publicly no need at all for private messages there is nothing private in these questions:

- has the hourly disconnect issue actually been fixed by the installation of a repeater? (I suspect it has not)

- will I have to use two devices instead of one?

- if so, why, if my issue has been fixed?

- if so also, have you already sent our way the "multimedia adapter" that the technicians said you would (I suspect you have not, it has been *THREE WEEKS* since the technicians came)

- if it is possible to go back to only using the horizon box, what should I do? So far to use the internet I got to unplug the horizon box and replug the modem

 

Also I find it amazing that after months of issues all you can do is ask me to send a private message with my name and customer number, of course I already sent this. 

 

Thank You so much Frida

Highlighted
Supporting Actor Film
11 0 0

Re : disconnect every hour

The amazing service never stops: for August I see on the bill that you charge a 79 CHF surcharge for (quote) "activation" under the title "Sonstige kosten und Rabatte". This is marked as being for the 6th of August with no more details.

 

The only understanding I can have of this is: I think it is that week that you sent us a modem, to try and fix the issues we were having as per the previous episodes of this story, you suggested sending a modem so that the tv would be on another device than the internet.

 

At no point was there any indication that there would be a surcharge. Also, it did not fix the problem, you since then sent technicians twice, and right now I would very much like to get rid of this ugly device number 2 in the living room.

 

I hope you understand that there is no way we will pay this.

 

I called your hotline on 0680666666 or something, but it is a weekend and the lady on the phone say I must call on Monday they will not answer anything about bills on the week ends.

 

just great

 

 

Highlighted
Movie Star
1754 870 74

Re : disconnect every hour

Hi Xupolau

First of all, my apologies in case my post did upset you. And also my apologies for the annoying experience you are having. As much as I do understand your annoyance, there is no reason for being disrespectful.

There are obviously a few issues to be solved so I forwarded your case to our Support team asking them to get in touch with you the soonest possible. I will keep an eye on the developments.

Best regards,
Frida