CM18 loss of service again
 

Over the last 3 days my internet access has gone from bad to impossible. This is now the second outage. My last outage was from the 24th Dec to about the 27th Jan (over a month of no service).

When are NTL going to sort their house out.




Setch

Re: CM18 loss of service again
 

hi,

im in the cm19 area. i've had problems since last july. chances are ntl wont fix the problem soon. move to bt for adsl.

Re: CM18 loss of service again
 

Have either you reported this fault to ntl?

Re: CM18 loss of service again
 

erm i seem to recall 30-40 phone calls from july-jan. 4 technicians visits. yet they still havnt fixed the fault.
atm i moved to bt/adsl and they gave me 3 months free to keep my custom
ntl in harlow is a lost cause, many people have moved over to bt.

next door neighbour told us the other day, they couldnt get internet for a while.

Re: CM18 loss of service again
 

So you're prepared to put up with a non working product because it's free, rather than pay for one that works? :shrug:

Re: CM18 loss of service again
 

i've moved to bt/adsl and im with pipex to which i am using now. the ntl connection is just laying idle on a machine, since when the 3months is up, they can have the modem back :)

i've spent countless hours telling ntl there has been a problem in the summer. they have not listened. it has taken them till now to note it's a serious problem.

Re: CM18 loss of service again
 

I find it very hard to believe that it's taken this long to relise there is serious problem. Harlow is one of the quiet areas for fault calls so anything such as your problems would be picked up on almost instantly. Who did you report the fault to? C/S Faults? Had this been reported in the correct manner it would have been picked up, and hopfully resolved, in the same working week.

Paul

Re: CM18 loss of service again
 

during the summer the cable support was in swansea, then all the calls suddenly went to india. if i had any problems, they passed me back to swansea. before the service status page got updated, the staff in india refused to pass me back to swansea.

all they could say was "oh, there seems to be a problem, we need to see if it's an area problem"
then around dec they said "your lucky to get a connection, some people we talk to only have 6 on the snr or total loss"

Re: CM18 loss of service again
 

my problems started on the 23rd Dec 2004 when I had not service until around the 20th Jan 2005. I called NTL lots of times, they had a message on the phone advising of loss of service, it was reported on the status page. I am still having lots of periods where my service either slows to a crawl or stops all together. I am honestly thinking of getting the kids to post a letter through all the doors in my local area. If there are sufficient people unhappy with NTL, then maybe we could go to another broadband provider and get a better deal for a bulk setup. Maybe Sky would also like to get their hands on 100+ unhappy NTL users.

Setch

Re: CM18 loss of service again
 

it would nice to see how many in this town is affected. from basically friends and family, there is a problem. :)

i'll show you 3 image of what my connection was like just in january (18/19/23).

bear in mind i'm in cm19 area not cm18

Re: CM18 loss of service again
 

NTL must have a flaw in their internal procedures then, I have called the Broadband helpdesk, customer support and customer relations lots of times since just after Christmas when the service was none existent, problems still exists. But in their defense, I must admit it is slowly getting better, but still not worth the £37.99 a month that I pay for a 1.5 meg service. My current service seems like 56kb at times. Only a hour ago, it took 20 minutes to retrieve 3 small e-mails with no attachments. You can be browsing a site and then puff, it's gone. Wait five minutes and it's back. It is consistently like this all day everyday with the odd exception where it works as you would expect.

I will be glad when the upgrades arrive, at least I will be able to save money by paying the new lower price for 1.5 Mb. There is currently no way that I will pay NTL £25 for the upgrade fee for zero improvement on my service.

I may switch to Sky before year end anyway, they are coming out with the High Def TV service next year and I can also get 1Mb via ADSL.

Setch

Re: CM18 loss of service again
 

yesterday i found my 1.5mb bb connection failing to tune into a 64kbit winamp stream. (not bad considering it's only 1 machine plugged directly into the modem, with zonealarm going)

i also run the connection as a irc server and found it kept splitting from the network im on. i had to nuke it from the network due to it kept splitting.

so from that impression ntl have still got a lot of work to do in this town before everything's right.

What is going on in the CM post code areas?
 

Can anybody from NTL explain what the problem is within the CM postal areas. The service has been bad since late December. I have called NTL again last week and really thought that I was getting somewhere. The customer service guy was really helpful and called me back a couple of times to keep me appraised of what he was doing. I was eventually put through to some technical guys (India I think) and was told my problem would be fixed whilst I was on the phone, I gave them all kinds of information that they requested. Modem S/N, Mac's my Password (god knows why) as I now have to change it. After about 15mins they told that there was a problem in my area and that there was nothing they could do at this time.

How much longer are NTL going to take 37.99 from me every month without providing the service that I am paying for.

Does anybody have the number for Customer Relations?

thanks
Steve

Re: What is going on in the CM post code areas?
 

Re: What is going on in the CM post code areas?
 

I must admit I do see the CM areas come up often on outage emails, whether these are for Telco, CATV, DTV or BB Im not to sure as I never take charge on cambridge so they are deleted. I'm at home at the moment so don't have any access to the system to check area for any long term issues but will tomorrow on your behalf and report back what I find.

Re: [Merged] CM Postcode area issues.
 

There are problems with the signal to noise ratio in CM18 & CM19 due to the poor quality of the network. AFAIK these are posted on the server status page, but not sure what is happening with regard to resolving the issues at the moment.

I am sure Ignition has more information... infact i'm sure i've seen an explanation on this forum before....

EDIT: lots of topics regarding the same subject here:

http://www.cableforum.co.uk/board/se...earchid=405999

Re: [Merged] CM Postcode area issues.
 

CM17, CM18, CM19, CM20, CM21, CM22, CM23 have noise issues, thay are still trying to find the source(s) of the noise...... ongoing maintenence...

Re: [Merged] CM Postcode area issues.
 

Nothing on the Server Status Page. :rolleyes:

Re: [Merged] CM Postcode area issues.
 

http://www.ntl-isp.ntl.com/ServiceSt...px?FaultID=235

apart from this you mean....?? Bishop Stortford is the area affected... and i'm sure people who live in the postcode areas know what the area is called ;)

Re: [Merged] CM Postcode area issues.
 

Silly me-I was looking in 2005.......;)

Nice to see that some things don't change.....;) :angel:

Re: [Merged] CM Postcode area issues.
 

If it's ongoing, then maybe they have nothing to update it with ?

Re: [Merged] CM Postcode area issues.
 

What-have you never heard of a small thing called "keeping the customer informed"? :confused:

Either A) ntl are too lame to update the page, or B) they are doing nothing about it.

Either way-it's nowhere near approaching anything resembling good customer service......

Re: [Merged] CM Postcode area issues.
 

That seems to be what this does, it's listing the problem on the main status page as an ongoing issue. :)

or maybe C) It's a difficult thing to trace so they still haven't located the actual problem.

Well that's your view, not one I particularly share. :angel:

The problem is listed in the current issues as an ongoing problem - other than keep adding comments to this along the lines of "nothing more to report" I'm not sure what else you are expecting to see. (I would find such updates a bit irritating after a while, but I can see that some people would prefer this approach :)). Anyway, this is all a bit off topic so perhaps we should just agree to dis-agree and leave it at that. :D

Re: [Merged] CM Postcode area issues.
 

But it was last updated 2 months ago...:erm:
If it was Nottingham, or if it were your TV service, would you be quite so....."understanding"?

Maybe, but that's still no excuse for not saying anything to the (wage paying) customers.

Obviously. ;)

How about a more recent update than 2 months ago?

Ok. :)

Re: [Merged] CM Postcode area issues.
 

hi,

wow been a while since i replied. right.

ntl have known this problem since july and it took them till december to act upon it? did someone contact ofcom about this? is that what got them into gear.

4 technicians turned up at my house in january to test the connection and see if they could fix it. i showed them the pingplotter data which was at like 10am and it left them gobsmacked. they couldnt believe how degraded the network has become.

surely any decent isp would of been able to locate the problem, report it and fix it? tops a month? i got fedup telling ntl there was a problem and moved the phone line.

what ntl should do is contact everyone in this area and see if they have any problems. you might be suprised how many have got problems and for how long.

was anyone else here losing connection during the summer at weekends or was it just me?

july>october? random drops
november>onwards - heavy packet loss

Re: [Merged] CM Postcode area issues.
 

:D No disrespect to anyone but I think you hit the nail on the head when you said any decent ISP mentioned in the same sentance as NTL.

:rofl: :rofl:

Re: [Merged] CM Postcode area issues.
 

lagmaster,

You do realise that the top management are pandying to the shareholders and don't seem to care that their network is going to dogs.

Eventually a hamster in a wheel and two cans and a piece of string will be the most efficient and reliable forms of broadband. :D

Re: [Merged] CM Postcode area issues.
 

Only just seen this topic. I to am in the Harlow area and in the 2nd half of last year was receiving a terribly intermittent service, which was concluded by virtual total outage at the end of that & beginning of this year....However....For the last month or so (aside from totally going last weds) things seem to have improved (probably no-one else still being stupid enough to use it round here.. ;), i know i'm probably cursing myself by saying this mind, but maybe the problem is fixed to some level....Oh, and everytime I feel hard done by in the not being informed respect, I just look at the Southampton entry on the status page.... ;o)

Now, if they would only fix the bloody news server!!

Re: [Merged] CM Postcode area issues.
 

There are still probs in my area CM18, the only way I can get a connection to use one of the proxy servers listed on Robin Walkers page. If I leave it on the automatic setting it is totally dead. But I can get emails and connect to the company VPN. So I guess that they have a problem somewhere to which they are not aware, or they just cannot fix the problem.

I just have to change the proxy settings from time to time, annoying but workable.

Setch

Re: [Merged] CM Postcode area issues.
 

did any of you lot get an engineer turning up at your door sometime in january without asking?

because on a monday they disconnected tons of users, on the wednesday they were testing them 1 by 1, plugging them back in as they were going around.

we've stuck the 1.5mbit connection on a spare computer doing odd jobs and lately it seems ok. but one night i found it was buffering bad a 64k music stream. (this is without a router in place (ntl usually blamed my router for the problem))

Re: [Merged] CM Postcode area issues.
 

I spoke to soon, unbelievable! Connection has gone to pot tonight, random disconnections, pathetically slow connection when do get sync....deary me!

Re: [Merged] CM Postcode area issues.
 

i just got hit with bad packet loss at 7:30, reboot of the modem eased the problem.

Re: [Merged] CM Postcode area issues.
 

as of 25 past 10 in the morning the connection has gone completly!

ok it came back on 15 min later

Re: [Merged] CM Postcode area issues.
 

Anyone know what it means when your house number doesnt come up in the list when checking postcodes on the NTL website ?

Re: [Merged] CM Postcode area issues.
 

I think it means that you already have cable or an NTL service at least....

Re: [Merged] CM Postcode area issues.
 

This can't be the case because my house number appears there.

It probably means that either your house does exist (are you sure you live there :p: :p: ) or simply that this house number has been missed out from the ntl database- this is not a problem as if you need to order BB it can be done when contacting ntl to order.

Re: [Merged] CM Postcode area issues.
 

My connect has gone again, this time the broadband helpdesk voice recording is reporting a fault in the CM17,18, 20 ...... areas. Does anybody from NTL know how long they expect this latest outage to last. 1 week, 1 month? Give us a clue, I have to answer to my kids as it impacts them doing their homework as they research stuff off the net.


Setch

Re: [Merged] CM Postcode area issues.
 

This is madness! Have not checked my connection today so don't know if it's working or not, however, how can there be such constant problems in one area? They know there is a problem, fix it - it's not rocket science! I have phoned the broadband helpdesk up on 3 occasions this year and every time that recorded message is there - beginning to wonder if it's permanent!

Re: [Merged] CM Postcode area issues.
 

Think yourself lucky you don't live in Southampton then.....

http://www.cableforum.co.uk/board/sh...t=22681&page=2 :td:

Re: [Merged] CM Postcode area issues.
 

I guess the same is happening the CM postal areas. I have called customer support and their response is basically that I should go to another provider.

Setch

Re: [Merged] CM Postcode area issues.
 

Urgh Bishop's Stortford :Sprint:

Re: [Merged] CM Postcode area issues.
 

Just got home and my connection appears to be fine at the moment. Motoring along nicely at 240k. Here's hoping things don't go changing....


Allthough...There are people in street digging things up (gas...water...who knows??)....why does this always make me paranoid?

Re: [Merged] CM Postcode area issues.
 

Mine was not working as of 22:30 last night, the modem was still trying to latch onto a signal. Will have to wait until I get home tonight to see if it is still u/s.

Setch

Re: [Merged] CM Postcode area issues.
 

Well, I got home and my connection was back up and running. I have just down graded to 2Mb and it is actually flying at the moment, so it looks like I have a better service now for less money. I signed up with Sky this afternoon and was going to cancel my whole NTL package when I got home. If this connection stays up over the weekend, I will probably cancel Sky on Monday and see how everything goes for a couple of weeks. Good job I didn't order a telephone line and ADSL from BT.

Setch

Re: [Merged] CM Postcode area issues.
 

Has anybody from NTL go to the bottom of the problem in the CM17,18,19,20,21..... area yet?

the transparent cache is still not working and neither are the proxy servers in the Cambridge area. I assume that most if not all users in the CM postal areas would be using Cambridge.

Setch

Re: [Merged] CM Postcode area issues.
 

Hmm...And here I find myself again faced with a connection which is loosing packets like it's a game and disconnections every 20 minutes or so....oh joy! Only been like it for 3 days though.....so far! Anyone got any good suggestions to alternitives to NTL? :)

Re: [Merged] CM Postcode area issues.
 

No, look at the moans about telewest on the same thread. And ADSL....

Re: [Merged] CM Postcode area issues.
 

ntl service in all of harlow is very bad. cm17-22 from talking on the phone to them they seem to be working on the solution as we speak.

90% packet loss all day. when you reboot modem only works for 1:30 then dies.

Re: [Merged] CM Postcode area issues.
 

from my last post till now. there is still a problem in this town.

you switch the modem on, within a minute. 100% packet loss. good job i have a adsl connection

Re: [Merged] CM Postcode area issues.
 

Not been using connection a great deal over this weekend, however, from what I have seen things are kinda OK here at the moment.....Doubt it'll last long mind...

Re: [Merged] CM Postcode area issues.
 

connection has been fine for the last few days. could they have fixed it?