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!

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. :)

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 :/

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?

Re: TCP IP issue
 

What IP address are you getting?

Re: TCP IP issue
 

Re: TCP IP issue
 

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?

Re: TCP IP issue
 

I don't have a router, and it's set to DHCP.

Re: TCP IP issue
 

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

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

Re: TCP IP issue
 

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?

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.

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)

Re: TCP IP issue
 

this may help you

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

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 :)

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.

Re: TCP IP issue
 

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 :)

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

Re: TCP IP issue
 

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

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. ;)

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.

Re: TCP IP issue
 

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

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.

Re: TCP IP issue
 

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

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

Re: TCP IP issue
 

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

Re: TCP IP issue
 

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.

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 :(

Re: TCP IP issue
 

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.

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

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.

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?

Re: TCP IP issue
 

See posts 11 & 13. :angel:

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!!!!!!

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....

Re: TCP IP issue
 

^^ tried that with engineer present... nada :(

Re: TCP IP issue
 

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

Re: TCP IP issue
 

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.

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

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...

Re: TCP IP issue
 

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.

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.

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:

Re: TCP IP issue
 

And do the ntl Bullpoo strikes again....:rolleyes:

How do these people sleep at night...?

What a sham.

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

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.

Re: TCP IP issue
 

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.

Re: TCP IP issue
 

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:

Re: TCP IP issue
 

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

Re: TCP IP issue
 

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

Re: TCP IP issue
 

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=