Need Help [1 for the tech's]
 

Have been on the 3mb service since last Tuesday and am not happy at all. Service drops out every 15-20 mins,programs like MSN sign in and out constantly.

Spoken with BB Support 5 or 6 times since Tuesday but they refuse to take any action or admit that there is a problem [even though someone at Cambridge CS told me there was]. Tonight i had to phone again as i just couldn't open my browser. Anyway,Cs gave me £30 credit even though there is apparently no issues!

Is there anything i can do to check my service? This page took nearly 5 minutes to open for example.

http://img188.exs.cx/img188/2626/spe...10001ne.th.gif
http://img120.exs.cx/img120/3226/spe...05003jw.th.gif
http://img120.exs.cx/img120/5145/spe...15005sp.th.gif

As you can see it is a bit erratic,firewall is off and modem has been rebooted every 30 minutes for the last few days.

Any help would be great

Re: Need Help [1 for the tech's]
 

what are the results using this

http://homepage.ntlworld.com/robin.d...speedtest.html

Re: Need Help [1 for the tech's]
 

Wed, 30 Mar 2005 21:24:23 GMT
1st 128K took 359 ms = 365103 Bytes/sec = approx 3038 kbits/sec
2nd 128K took 359 ms = 365103 Bytes/sec = approx 3038 kbits/sec
3rd 128K took 344 ms = 381023 Bytes/sec = approx 3170 kbits/sec
4th 128K took 359 ms = 365103 Bytes/sec = approx 3038 kbits/sec

Wed, 30 Mar 2005 21:25:28 GMT
1st 128K took 641 ms = 204480 Bytes/sec = approx 1701 kbits/sec
2nd 128K took 359 ms = 365103 Bytes/sec = approx 3038 kbits/sec
3rd 128K took 360 ms = 364089 Bytes/sec = approx 3029 kbits/sec
4th 128K took 344 ms = 381023 Bytes/sec = approx 3170 kbits/sec

Wed, 30 Mar 2005 21:27:50 GMT
1st 128K took 985 ms = 133068 Bytes/sec = approx 1107 kbits/sec
2nd 128K took 1156 ms = 113384 Bytes/sec = approx 943 kbits/sec
3rd 128K took 938 ms = 139736 Bytes/sec = approx 1163 kbits/sec
4th 128K took 1375 ms = 95325 Bytes/sec = approx 793 kbits/sec

Wed, 30 Mar 2005 21:28:44 GMT
1st 128K took 360 ms = 364089 Bytes/sec = approx 3029 kbits/sec
2nd 128K took 640 ms = 204800 Bytes/sec = approx 1704 kbits/sec
3rd 128K took 360 ms = 364089 Bytes/sec = approx 3029 kbits/sec
4th 128K took 375 ms = 349525 Bytes/sec = approx 2908 kbits/sec

As you can see it's quite erratic.

Re: Need Help [1 for the tech's]
 

what fault did cs tell you had

Re: Need Help [1 for the tech's]
 

Originally i was told by CS it was a cfg file that wasnt ready for the switch to 3MB from 1.5MB.Then BB Support told me not to use Windows SP2 and NTL or a firewall and NTL!!

Took me 10 minutes to connect to reply sorry,

Wed, 30 Mar 2005 21:33:57 GMT
1st 128K took 359 ms = 365103 Bytes/sec = approx 3038 kbits/sec
2nd 128K took 344 ms = 381023 Bytes/sec = approx 3170 kbits/sec
3rd 128K took 593 ms = 221032 Bytes/sec = approx 1839 kbits/sec
4th 128K took 375 ms = 349525 Bytes/sec = approx 2908 kbits/sec

but as you can see its up and down like a yoyo.Had no problems on 1.5MB line it all started after the modem reboot to 3MB.

Re: Need Help [1 for the tech's]
 

eratic to say the least , having said that assuming you aint behind a router then not having a firewall running is a very bad idea especially if you are using win xp :disturbd:

Re: Need Help [1 for the tech's]
 

Well thats what NTL BB Support suggested,i nearly fell off me chair laughing and asked the bloke if he was serious or joking? He was quite serious.

Re: Need Help [1 for the tech's]
 

if you go into the modem log pages using 192.168.100.1 password and username is root....can you see what your return power level is

Re: Need Help [1 for the tech's]
 

Dont know how to SLM could you explain?
__________________

Done it forget last post

Re: Need Help [1 for the tech's]
 

in the address bar type 192.168.100.1 password etc type root etc...tell me all the figures you have but DO NOT tell the IP address

Re: Need Help [1 for the tech's]
 

Downstream Lock : Locked
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM64
Downstream Interleave Depth : 32
Downstream Receive Power Level : 1.7 dBmV
Downstream SNR : 31.4 dB

Is that what you mean?

Re: Need Help [1 for the tech's]
 

what is your return power level.

Re: Need Help [1 for the tech's]
 

Cant see that listed,sorry

Upstream Channel ID : 3
Upstream Transmit Power Level : 48.50 dBmV
Upstream Symbol Rate : 2560 Ksym/sec
Upstream Frequency : 28800000 Hz
Upstream Mini-Slot Size : 2

Network Access : Allowed
Maximum Downstream Data Rate : 3072000
Maximum Upstream Data Rate : 300000
Maximum Upstream Channel Burst : 1600
Modem Capability : Concatenation Enabled, Fragmentation Disabled, PHS Disabled
Maximum Number of CPEs : 1

Re: Need Help [1 for the tech's]
 

thats ok... your levels seem slightly low without checking at the back of your modem....does you sync and rdy light stay on or is it intermitant?

Re: Need Help [1 for the tech's]
 

Drops completly sometimes,then i have to either reboot the modem or wait 5-10 minutes for them to steady again

http://img188.exs.cx/img188/3203/b0ss.png

Dropped again :mad:

Re: Need Help [1 for the tech's]
 

I think you have a signal level fault, ring faults up and ask them to send a tech as you keep losing sync.


Let us know how you get on.

Re: Need Help [1 for the tech's]
 

Will do,thankyou for taking the time to help.

Re: Need Help [1 for the tech's]
 

>Upstream Transmit Power Level : 48.50 dBmV

Perfect - average country wide is 48! Acceptable range is 30 to 55.

>Downstream Receive Power Level : 1.7 dBmV

Range -15 to +15 in the spec, -8 to +8 considered ok in service, target is 0, so pretty much spot on

>Downstream SNR : 31.4 dB

Here we're looking for 30+, so that's fine.

2_Para - Let me have your modem MAC and I can check the other two levels (upstream receive and upstream SNR) which are only readable from my end.

Re: Need Help [1 for the tech's]
 

[BBKing vouched for ;) :)]

Re: Need Help [1 for the tech's]
 

Sent Thanks for looking

Re: Need Help [1 for the tech's]
 

Upstream SNR is 24.7, which is a bit low - all other parameters are fine. If I have half a mo I'll give it a closer look.

Re: Need Help [1 for the tech's]
 

Ok BB King any thing else i can do at this end or is it likely the low signal is the root cause?

Re: Need Help [1 for the tech's]
 

On the phone to BB Support again....


Thu, 31 Mar 2005 14:52:33 GMT
1st 128K took 703 ms = 186447 Bytes/sec = approx 1551 kbits/sec
2nd 128K took 359 ms = 365103 Bytes/sec = approx 3038 kbits/sec
3rd 128K took 422 ms = 310597 Bytes/sec = approx 2584 kbits/sec
4th 128K took 313 ms = 418760 Bytes/sec = approx 3484 kbits/sec

Thu, 31 Mar 2005 14:55:43 GMT
1st 128K took 360 ms = 364089 Bytes/sec = approx 3029 kbits/sec
2nd 128K took 343 ms = 382134 Bytes/sec = approx 3179 kbits/sec
3rd 128K took 360 ms = 364089 Bytes/sec = approx 3029 kbits/sec
4th 128K took 797 ms = 164457 Bytes/sec = approx 1368 kbits/sec
__________________

Thu, 31 Mar 2005 15:08:02 GMT
1st 128K took 922 ms = 142161 Bytes/sec = approx 1183 kbits/sec
2nd 128K took 1063 ms = 123304 Bytes/sec = approx 1026 kbits/sec
3rd 128K took 1062 ms = 123420 Bytes/sec = approx 1027 kbits/sec
4th 128K took 1078 ms = 121588 Bytes/sec = approx 1012 kbits/sec


Sucess! Ok seems like im on 1MB now but hey i finally got NTL to admit to the problem!


They dropped my BB down to 1mb service and web pages etc open up great...ok slower than im used to but thats a small price to pay.

Officialy have it now that the 3MB has problems and NTL are trying to work out what it is :Yikes:

So for now im on 1mb but 1mb that works correctly is better than 3mb line that takes 5-15 minutes to load a webpage.

Re: Need Help [1 for the tech's]
 

Checked again - now on 1Mb (light service) and upstream SNR has gone up to 30. downstream to 33 - all other parameters around the same.

I'm personally unwilling to believe that changing service level could improve your SNR by six points, but there you go, those are the facts.

Re: Need Help [1 for the tech's]
 

they are looking at the problem as i speak and said i should be back on 3MB by Monday. Ok they didnt say which Monday but........ ;) :erm: ;)

Re: Need Help [1 for the tech's]
 

Try changing proxies, the NTL auto proxies have been dramatic recently to say the least.

Re: Need Help [1 for the tech's]
 

Been on 1MB service for 3 hours now and not a single disconnection.Something seriously wrong with the 3MB setup.