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Originally Posted by jimbo
Name something.
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Ok, no problem, but excuse the preample, its needed for context. At the beginning of August I had my BB connection upgraded to 1.5Mbps, a couple of weeks later it dropped back down again. Phoned customer services to ask whether it had been upgraded by accident, and they confirmed that it should have been upgraded and they resent the correct config.
I then go to play some XBox Live, no connection. Checking the internal diagnostics of the modem revealed that the modem had been set to the wrong config, only capable of registering one MAC address, instead of the Gold+Xbox services I'd been reconfigured with the regular Gold service. In this instance I was able to phone up TS and tell them the exact nature of the problem, along with the config file I should have (it was referenced further back in the logs) and the config file that I had actually received. This is when I was told to reboot the PC and cable modem by disconnecting both from the power socket, in this case powering down the PC will make no difference except waste time.
There is a wealth of information in those logs so if I have any problems I can just go on to those and see things like when connections where dropped, etc. The internal diagnostics are useful in another regard. On the odd occassion my network card will stop talking to the cable modem, a quick reboot fixes it and off I go. However, the fact that I can`t get to the internal diagnostics is indicative of the fact that the PC can`t even see the modem, so it saves a wasted call to TS (it cuts both ways, customers can save NTL time in this regard).
If you want a good example of when rebooting the cable modem is going to do nothing, a couple of times I've lost all the services coming down the wire, broadband and television. The fact that the entire digital feed is down is not going to be fixed by rebooting the modem. However, unless things have changed, this still needs a call to TS even if it is an area problem as I've been told in the past that problems of his nature aren`t registered until sufficient complaints have been received.