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-   -   TCP IP issue (https://www.cableforum.uk/board/showthread.php?t=46821)

ophelia 02-05-2006 13:45

TCP IP issue
 
I'm having a major issue with my 2mb NTL broadband (connected through samsung set top box) basically, I was disconnected (wrongly NTL http://forums.ntlhell.co.uk/style_em...ult/tongue.gif) from my services and when I was reconnected everything came up aside from the broadband, after several calls to customer service, I was eventually put through to tech support, who advised me to reset my TCP/IP, winsock, etc.
When this still failed to resolve my issues, an engineer was sent out, who plugged my ethernet cable straight into his laptop and low and behold the broadband worked perfectly, this was despite me trying it on both my PCs, which have both previously had no issues with the broadband.
After calling tech Support again, I was advised to "take computer to computer shop and reinstall TCP/IP"
However TCP/IP is a core component of Windows XP and I can't do that, resetting the registry using the netshell command has not solved my issue, I'm still getting "limited or no connectivity" on both my PCs.
It's driving me mad! Can someone please suggest a solution?

Thanks!

Neil 02-05-2006 13:53

Re: TCP IP issue
 
It would (however strangely) appear that the problem somehow lies with your PC(s).

Are you running a firewall that may need amending due to IP address changes when your service was reinstated?

:welcome: to the site. :)

ophelia 02-05-2006 14:09

Re: TCP IP issue
 
It just seems fishy it was both my pcs, independantly when 1 wasn't even turned on, and if it was corruption in the tcp/ip stack, then why didn't the reset work?
Also both my pcs? :(
I have a sneaky suspicion it was loading from teh tech guy's cache :P heh heh :)
Does anyone know any other issues that could be causing this, my firewall is disabled, as is my AV, I checked my hosts file and ran a hijack this log, my system is clean :/

Gareth 02-05-2006 14:13

Re: TCP IP issue
 
When you say your BB doesn't work, are you getting an IP address of any sorts? If so, what range is it in?

Neil 02-05-2006 14:17

Re: TCP IP issue
 
What IP address are you getting?

ophelia 02-05-2006 14:19

Re: TCP IP issue
 
192.xxx.xxx.xxx which I think is a Modem issue. The DHCP server is not leasing an IP adress out to the modem to pass to the PC. I've tried shutting off the PC, shutting down the modem, reconnecting the coax and rebooting all the equipment and it goes back to 169.

Neil 02-05-2006 14:37

Re: TCP IP issue
 
Quote:

Originally Posted by ophelia
192.xxx.xxx.xxx which I think is a Modem issue. The DHCP server is not leasing an IP adress out to the modem to pass to the PC. I've tried shutting off the PC, shutting down the modem, reconnecting the coax and rebooting all the equipment and it goes back to 169.

A 192 address is an internal one (normally given out by a router for example)

Do you have a router?

Is the network card set to DHCP or manual static IP address?

ophelia 02-05-2006 14:44

Re: TCP IP issue
 
I don't have a router, and it's set to DHCP.

Neil 02-05-2006 15:02

Re: TCP IP issue
 
Quote:

Originally Posted by ophelia
I don't have a router, and it's set to DHCP.

Are you sure it's a 192 address & not a 169?

ophelia 02-05-2006 15:17

Re: TCP IP issue
 
Well I'm at work, and my flatmate read it out over the phone, I just got her to recheck and she says it's now 169, apologies, it could have been me mishearing, or just writing it down wrong :/ or whatever.
I do apologise again

Neil 02-05-2006 15:27

Re: TCP IP issue
 
Quote:

Originally Posted by ophelia
Well I'm at work, and my flatmate read it out over the phone, I just got her to recheck and she says it's now 169, apologies, it could have been me mishearing, or just writing it down wrong :/ or whatever.
I do apologise again

No need to apologise, at least we have a better idea of your issue. :tu:

169 means that for whatever reason, your PC is not getting an IP address.

Have you tried powering everything off, then powering it back on in the following order:

1) Modem-until lights lock on.

2) PC.

Alternatively, do you know anyone with a laptop that could pop round & plug in?

grandmaster 02-05-2006 15:33

Re: TCP IP issue
 
It could be a dodgy ethernet cable.

Can you get your hands on another one?

when the engineer tried it he could have moved the cable so it connected.

ophelia 02-05-2006 15:37

Re: TCP IP issue
 
1. I obtained a new ethernet cable from the NTL technician and swapped it in...still same problem.
2. I have tried powering off in teh order suggested, still same issue, I end up back at "limited or no connectivity"
3. I don't have anyone with a laptop that they could pop around I'm afraid :(
(although tempted to blow rent money on buying one, but then would be homeless! :P)

grandmaster 02-05-2006 15:51

Re: TCP IP issue
 
this may help you

http://www.experts-exchange.com/Oper..._20966809.html

ophelia 02-05-2006 15:57

Re: TCP IP issue
 
[quote=grandmaster]this may help you

http://www.experts-exchange.com/Operating_Systems/WinXP/Q_20966809.html[/quote]

I can't view that I'm afraid :(
could you paraphrase maybe? :angel:

heh heh, thanks for all the suggestions so far on this frustrating issue :)

bringerofnoise 02-05-2006 19:52

Re: TCP IP issue
 
hi just a shot in the dark check that the dhcp client service is running.
start>run>services.msc>find dhcp client and check it's running.

ophelia 03-05-2006 09:08

Re: TCP IP issue
 
Quote:

Originally Posted by bringerofnoise
hi just a shot in the dark check that the dhcp client service is running.
start>run>services.msc>find dhcp client and check it's running.

It is :)

I knew how to reset the tcp/ip but I was advised to reinstall it but and I've now also completely reinstalled the tcp/ip(afetr spending awhile looking for it on knowledge base heh heh), and I'm still getting the same issue.
I've run the network diagnostic and not gotton any fails, everything is "passed" the only issue there is incorrect DHCP address, 255.255.255.255 (I'm typing this from memory so wording may be slightly different)

I also tried uninstalling my NIC, and reinstalling it, I did Ipconfig /release then /renew and I get "unable to contact DHCP server" error on the /renew.

I'm still doubting whether or not this is my issue, there's 2 PCs, one that wasn't even plugged in with the same issue, and the issue only arose AFTER a disconnect from NTL.
When I called tech support yesterday, the only thing they would say is "nothing more we can do" and terminated the call, so if anyone has any other ideas it would be much appreciated, I'm about 24 hours away from installing a BT line heh heh :)

grandmaster 03-05-2006 12:13

Re: TCP IP issue
 
i would be tempted to see if you could get hold of a linux live disc from a friend.
ask a bud to google for DSL damn small linux (only 50mb or so)

you boot up from the cd and it makes no changes to your current windows setup.

If your internet works then windows could be at fault.
If not then it could be hardware or NTL.
but at least it is narrowed down.

Ry

ophelia 04-05-2006 10:06

Re: TCP IP issue
 
Hi, I tried your suggestion using popcorn slack, but still having the same issue in linux :(

Chris 04-05-2006 10:15

Re: TCP IP issue
 
Well, if Linux refuses to connect, that pretty much rules out any problem with youe windows installation. There is a hardware problem with your modem or cable, or a problem somewhere on NTL's network.

You need to call CS again and explain to them exactly what steps you have taken. If they refuse to send out another tech, then ask to be put through to someone who can action your cancellation. You don't deserve to be played about with. That said, it's amazing how compliant they can suddenly become if you threaten to walk. ;)

ophelia 05-05-2006 09:01

Re: TCP IP issue
 
Reinstalled windows :/ Tech support 1.refused to believe it's not my issue, and were pretty rude and NTL have now lost a customer, BT + bulldog, here I come! heh heh, I can't believe how lax they've been in trying to sort out my issue, even after a clean xp install they're still insisting I have a software issue, after I ruled out a hardware issue by using multiple PCs.
The technician who came yesterday was really nice, but at the end of the day, my broadband is not fixed.

Chris 05-05-2006 09:14

Re: TCP IP issue
 
You had another tech round and it's still not fixed?! What was his explanation? :erm:

ophelia 05-05-2006 09:23

Re: TCP IP issue
 
He didn't have an explanation at all, he just left the fault open, and that was about it.
NTL's bottom line is that it's my issue.

Chris 05-05-2006 10:03

Re: TCP IP issue
 
If he left the fault 'open', I wonder what he was expecting would happen next ... :confused:

ophelia 05-05-2006 11:28

Re: TCP IP issue
 
No idea really :/ He did replace my set top box, but to no avail :/ I'm really suspicious of this, as it occured after a billing error disconnect.
But honestly, I've spent a fortune on calls to NTL and taken 2 days off work, if they weren't so rude when I called tech support, and just reading "restart PC" off sheet, I'd be more inclined to perservere, but it's getting ridiculous now

grandmaster 05-05-2006 12:02

Re: TCP IP issue
 
Maybe one of our moderators could pass your details to their people on the inside.?

Chris 05-05-2006 12:06

Re: TCP IP issue
 
Quote:

Originally Posted by grandmaster
Maybe one of our moderators could pass your details to their people on the inside.?

I would have, but there have been two techs out to the house already now. Our contacts are senior management and are very helpful at getting their staff to intervene and sort out problems when there has previously been reluctance to get involved. I'm not sure what another tech visit would achieve here.

ophelia 05-05-2006 12:24

Re: TCP IP issue
 
Me either, tbh, I don't think it's a hardware fault on my end or on the NTL equipment my end.
I don't really know how the NTL network works, but there could be some sort of block in place after the billing disconnection which hasn't been taken off correctly, or some sort of issue like that...
It must be higher level, as it's absolutely not a 1.software fault (clean XP install from legitimate XP install disk, installed correctly) 2.hardware fault, new hardware installed, 2 pcs down at the same time, they can network together 3.NTL fault my end, the hardware (ethernet cable, set top box) all have been replaced, and they worked on engineer's laptop
SO the only thing left is some sort of higher level ntl fault.
I really don't know what else to do but swtitch ISPs :(

Chris 05-05-2006 12:29

Re: TCP IP issue
 
Quote:

Originally Posted by ophelia
Me either, tbh, I don't think it's a hardware fault on my end or on the NTL equipment my end.
I don't really know how the NTL network works, but there could be some sort of block in place after the billing disconnection which hasn't been taken off correctly, or some sort of issue like that...
It must be higher level, as it's absolutely not a 1.software fault (clean XP install from legitimate XP install disk, installed correctly) 2.hardware fault, new hardware installed, 2 pcs down at the same time, they can network together 3.NTL fault my end, the hardware (ethernet cable, set top box) all have been replaced, and they worked on engineer's laptop
SO the only thing left is some sort of higher level ntl fault.
I really don't know what else to do but swtitch ISPs :(

Well, we can give it one last try anyway if you like ... switching ISP can be a faff, so if you really want to stick with NTL you can PM me your full name and NTL account number. I will pass this to our contact and we will see what she can do. You never know, there may be a more senior tech who can investigate further.

Marge 05-05-2006 12:36

Re: TCP IP issue
 
One thing worth checking is that the STB is definately receiving the BB signal which may not have been added back on properly after the disconnect??

If you press the "page up" button, then "page down" button and then the "blue" button as quickly as you can it should bring up a menu, on page 3 it should have the "QOS" which should show your BB speed

ophelia 05-05-2006 13:06

Re: TCP IP issue
 
I'm pretty sure if the STB wasn't recieving a signal than the BB wouldn't have worked on the tech's laptop.
but I may be wrong! :D

Thanks so much everyone for all your help, it's been so frustrating and the downtime is affecting my ability to work from home.
It seems like everything possible has been checked and rechecked, I even called tech support for my PC, which is still under warranty, and they're convinced my PC is fine, NTL are convinced my line is fine, yet I still don't have net access :(

I really don't want to swtich ISPs, but I'm at the end of my tether.

Chris 05-05-2006 13:26

Re: TCP IP issue
 
The thing that's most puzzling about this is how the techs manage to make their laptops work with your connection when they come round, yet you have two PCs, neither of which work.

Can you borrow someone else's laptop over the weekend to try?

Neil 05-05-2006 13:37

Re: TCP IP issue
 
Quote:

Originally Posted by Chris T
Can you borrow someone else's laptop over the weekend to try?

See posts 11 & 13. :angel:

ophelia 05-05-2006 13:56

Re: TCP IP issue
 
I've tried the connection on a 3rd and 4th PC since post #13 (well "pc" random parts cobbled together, with duct tape i.e my flatmate's PC and a laptop borrowed from work) neither of which will work, although they will network together fine, and the laptop connects to my work's network fine through ethernet.

It makes NO sense!!!!!!

grandmaster 05-05-2006 16:08

Re: TCP IP issue
 
Are you still getting the 169 address?

If NTL changed your STB did you go through the registering your computer with your stb and PID procedure?
Turn off the stb and pc
Turn on the stb then the pc.
The stb broadcasts and you go to a reg page

Its just that when NTL changed my box i'm sure i had to re register my pc to the box..

Just a thought....

ophelia 05-05-2006 16:28

Re: TCP IP issue
 
^^ tried that with engineer present... nada :(

Marge 05-05-2006 16:29

Re: TCP IP issue
 
Did you check your QOS cos if someones been fiddling they could have knocked it off altogether :erm:

ophelia 05-05-2006 16:42

Re: TCP IP issue
 
Quote:

Originally Posted by Marge
Did you check your QOS cos if someones been fiddling they could have knocked it off altogether :erm:

I just don't understand how it would work on the engineer's laptop if that was the case....
:erm:
But no harm in checking, I'll do that tonight.

grandmaster 05-05-2006 21:17

Re: TCP IP issue
 
what page did the engineer go to out of interest.

Is it possible (however unlikley) he was viewing a cached page on his laptop?

This may explain the fact that he got a page.

I'm stumped now though without actually visiting the machine and set up

nffc 05-05-2006 21:21

Re: TCP IP issue
 
I reckon it's a MAC filtering thing. They've set all their engineers' PCs to Allow and everything else to block - especially since it was THEM that cut you off.

Not even registering has unblocked it for some reason. Which also explains the multiple "not working" / 169 issue.

I'd ring NTL back and get them to check for blocks on the account.

I can't see how it's a problem your end:
- Hardware's eliminated by using >1 PC
- Software's eliminated by reinstalling Windows

Or with the connection since the engineer's worked...

ophelia 08-05-2006 08:53

Re: TCP IP issue
 
Quote:

Originally Posted by nffc
I reckon it's a MAC filtering thing. They've set all their engineers' PCs to Allow and everything else to block - especially since it was THEM that cut you off.

Not even registering has unblocked it for some reason. Which also explains the multiple "not working" / 169 issue.

I'd ring NTL back and get them to check for blocks on the account.

I can't see how it's a problem your end:
- Hardware's eliminated by using >1 PC
- Software's eliminated by reinstalling Windows

Or with the connection since the engineer's worked...

This is pretty much my conclusion, but I've literally talked to them upwards of 10times, and they deny it's me, I'm really upset with the way they;ve handled the situation.
From the tech support viewpoint, the actual technicians they've sent have always been perfectly pleasant.

ophelia 12-05-2006 10:18

Re: TCP IP issue
 
I know I shouldn't double post, but I figured this deserved a *bumb* heh heh :P
Basically,NTL have finally caved in and admitted it's something they've done. When I moved house, ( 2 years ago) they didn't move my broadband over to my new address (they managed to move my phone service and tv fine though)and it was only a stroke of luck that the broadband worked at my new address, (albeit unstable) when they disconnected me, every time they reconnected my broadband they were connecting it at my previous address.
I've yet to have an apology or any recompense for the 2 weeks of downtime, the new NIC purchased, reformatting my harddrive,2 days off work to wait for engineers that never fixed anything etc etc etc.
I'm so unhappy with NTL, hopefully my broadband will be back on tonight, but even so, I will still switch ISPs on Monday.
Thanks everyone for your help :/ Even if it was an NTL fault all along.

Chris 12-05-2006 10:50

Re: TCP IP issue
 
It's so frustrating you could cry ... but your perseverance deserves a round of applause. :clap:

Well done, Ophelia, for forcing them to face up to their cock-up. And NTL ... SHAME ON YOU. :td:

Neil 12-05-2006 10:54

Re: TCP IP issue
 
And do the ntl Bullpoo strikes again....:rolleyes:

How do these people sleep at night...?

What a sham.

ophelia 12-05-2006 11:25

Re: TCP IP issue
 
I just can't believe it, how rude and arrogant tech support have been with me, and how little they've listened when all along I've been saying it must be something to do with them :/
Anyone got a complaint address? :P

nffc 12-05-2006 14:22

Re: TCP IP issue
 
Let me guess... it's the indian support centre? I'd be writing in - but it's resolved anyway. You could try the responsetek thing on the forum I spose.

Neil: I don't think they can tbh, if I fobbed a customer off like that at work I'd be *******ed for it.

Neil 12-05-2006 15:30

Re: TCP IP issue
 
Quote:

Originally Posted by nffc
Let me guess... it's the indian support centre? I'd be writing in - but it's resolved anyway. You could try the responsetek thing on the forum I spose.

Neil: I don't think they can tbh, if I fobbed a customer off like that at work I'd be *******ed for it.

Always been the same with ntl I'm afraid.

We used to have a member here (or it may have been NTHW.com) who worked for Tech Support, & he used to 'boast' about the times they fobbed off customers, lied to them, put 'Team Leaders' on who weren't even Team Leaders. :tu:

The tales were horrendous, but ntl don;t have the measures in place to track it & prevent it happening, & until they do the BS-ers will thrive within ntl.

nffc 12-05-2006 15:36

Re: TCP IP issue
 
Quote:

Originally Posted by Neil
Quote:

Originally Posted by nffc
Let me guess... it's the indian support centre? I'd be writing in - but it's resolved anyway. You could try the responsetek thing on the forum I spose.

Neil: I don't think they can tbh, if I fobbed a customer off like that at work I'd be *******ed for it.

Always been the same with ntl I'm afraid.

We used to have a member here (or it may have been NTHW.com) who worked for Tech Support, & he used to 'boast' about the times they fobbed off customers, lied to them, put 'Team Leaders' on who weren't even Team Leaders. :tu:

The tales were horrendous, but ntl don;t have the measures in place to track it & prevent it happening, & until they do the BS-ers will thrive within ntl.

Hehe, we often wonder what happens if we do that... but quite a lot of the time, it's not as if a manager / team leader can offer anything different to a call agent anyway, quite a lot of the time it seems to just be wanting to speak to someone else. A lot of our managers are non-technical anyway.

That said i'm a :angel: and don't get my customers ****ed off! :erm:

MadGamer 12-05-2006 16:38

Re: TCP IP issue
 
Quote:

Originally Posted by nffc
Quote:

Originally Posted by Neil
Quote:

Originally Posted by nffc
Let me guess... it's the indian support centre? I'd be writing in - but it's resolved anyway. You could try the responsetek thing on the forum I spose.

Neil: I don't think they can tbh, if I fobbed a customer off like that at work I'd be *******ed for it.

Always been the same with ntl I'm afraid.

We used to have a member here (or it may have been NTHW.com) who worked for Tech Support, & he used to 'boast' about the times they fobbed off customers, lied to them, put 'Team Leaders' on who weren't even Team Leaders. :tu:

The tales were horrendous, but ntl don;t have the measures in place to track it & prevent it happening, & until they do the BS-ers will thrive within ntl.

Hehe, we often wonder what happens if we do that... but quite a lot of the time, it's not as if a manager / team leader can offer anything different to a call agent anyway, quite a lot of the time it seems to just be wanting to speak to someone else. A lot of our managers are non-technical anyway.

That said i'm a :angel: and don't get my customers ****ed off! :erm:

Thats right, you have to be patient in your position as its part of your job. Like you have been with me. :)

nffc 12-05-2006 21:07

Re: TCP IP issue
 
Quote:

Originally Posted by MadGamer
Quote:

Originally Posted by nffc
Quote:

Originally Posted by Neil
Quote:

Originally Posted by nffc
Let me guess... it's the indian support centre? I'd be writing in - but it's resolved anyway. You could try the responsetek thing on the forum I spose.

Neil: I don't think they can tbh, if I fobbed a customer off like that at work I'd be *******ed for it.

Always been the same with ntl I'm afraid.

We used to have a member here (or it may have been NTHW.com) who worked for Tech Support, & he used to 'boast' about the times they fobbed off customers, lied to them, put 'Team Leaders' on who weren't even Team Leaders. :tu:

The tales were horrendous, but ntl don;t have the measures in place to track it & prevent it happening, & until they do the BS-ers will thrive within ntl.

Hehe, we often wonder what happens if we do that... but quite a lot of the time, it's not as if a manager / team leader can offer anything different to a call agent anyway, quite a lot of the time it seems to just be wanting to speak to someone else. A lot of our managers are non-technical anyway.

That said i'm a :angel: and don't get my customers ****ed off! :erm:

Thats right, you have to be patient in your position as its part of your job. Like you have been with me. :)

Plus most of them are n00bs and know absolutely nothing, just that "my PC won't work".

popper 13-05-2006 02:02

Re: TCP IP issue
 
Quote:

Originally Posted by ophelia
I know I shouldn't double post, but I figured this deserved a *bumb* heh heh :P
Basically,NTL have finally caved in and admitted it's something they've done. When I moved house, ( 2 years ago) they didn't move my broadband over to my new address (they managed to move my phone service and tv fine though)and it was only a stroke of luck that the broadband worked at my new address, (albeit unstable) when they disconnected me, every time they reconnected my broadband they were connecting it at my previous address.
I've yet to have an apology or any recompense for the 2 weeks of downtime, the new NIC purchased, reformatting my harddrive,2 days off work to wait for engineers that never fixed anything etc etc etc.
I'm so unhappy with NTL, hopefully my broadband will be back on tonight, but even so, I will still switch ISPs on Monday.
Thanks everyone for your help :/ Even if it was an NTL fault all along.

did it come back on?.

its confusing to me that they could i assume see your STB MAC, check its setting and so on but didnt get it working, the tv part of the STB works ok i assume?.

the fact that they changed the STB and hence the MAC address for your account but again it didnt let you through, different mac so no ones put a 'do not allow' filter on that new one, so whats the score with NTL's billing system that it appears to auto-set 'do-not-allow' or whatever they use, against their wrong billing mistake.

the fact that your old address modem part of the stb was working until they cut you off sugests that you didnt move far and are within the same network segment, so its another case of 'ODD NTL ways'

i'd like to understand the NTL system so we readers can relay that info in the future if needs be, to save everyones effort later.

so you have broadband/TV/Phone from ntl, they make a mistake and the automatic system does what ?.

sets a master database as not allowed for this MAC, or STB, user account No. ,or whatever.

to properly clear that, an operator needs to ?
and then the sytem does what?
and so on, anyone know the details (generally)

---------- Post added at 02:02 ---------- Previous post was at 01:58 ----------
regarding the ntl database:
is a stand alone modem locked to a users address or the mac of that modem only?

is it the same procedure for the modem as an STB?
if the modem is blocked at any point, is ntl's only option to replace it or can/do they just look up the MAC and delete it from the not allowed list etc.

oohh for other readers interested that link above
http://www.cableforum.co.uk/board/sh...7&postcount=14
was just saying try this WinsockXPFix.exe
http://search.ntlworld.com/ntlworld/...ckXPFix.exe&cr=


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