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phil_w · 14-11-2006, 19:35

Well I thought I'd post an update

So everyone who is having problems fear not..

It turns out (surprise surprise) that NTL actually do know about this nationwide problem, and secondly are aware that its their network and not the home customers PC's/Routers.

I had a couple of engineers out, first one put signal attentuators on the modem to drop the signal (said too much signal was killing the modem.) which if we are honest is "I cant be bothered to explain the problem to you"

Second engineer came through the door, i showed him logs of my speed at various times, ping results, tracert's etc and as soon as he saw those he confessed. When asked why CS were deciding not to tell their existing customers this he replied with "bad publicity aint it" <--he has a point

So phone up customer services explained eveything that had happened (got dropped off by some arogant **** though on the first call)

outcome of my phone call with them

got a date of 5th Decemeber which is apparently when they are going to "rebalance" my area.
FREE internet untill this is resolved (i think i got this because I had proof that the connection is crap)

Ok my tips for dealing with indian technical support. Firstly let them run their test, if they say "oh its fine", get them to run it again, and again, and again untill they see the problem. They cannot hang up on you remeber!

When on the phone with customer services use the following phrases.

"Breach of contract"
"Willingly downgrading existing customers to sign up new ones"
"I have been MISLEAD" <- always get them going because they can be sued for false advertising.

and if like me you have or are gaining qualifications in this area of work, bloody say so! Ask them to explain the technical reasons, and listen to some of the laughable answers you get.

Play them at their own game.

NTL dont get me wrong, I have been with you in different areas for a couple of years now, and up untill I came here its been absolutly perfect.

I have a phone call on the 7th decemeber booked with them, and will let you know the outcome.

BTW someone asked for me to post what my operational configuration of my modem is.

Network Access : Allowed
Maximum Downstream Data Rate : 4096000
Maximum Upstream Data Rate : 400000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

and my current speed now.....

Tue, 14 Nov 2006 18:34:32 GMT
1st 128K took 1485 ms = 88264 Bytes/sec = approx 734 kbits/sec
2nd 128K took 1031 ms = 127131 Bytes/sec = approx 1058 kbits/sec
3rd 128K took 2500 ms = 52429 Bytes/sec = approx 436 kbits/sec
4th 128K took 4437 ms = 29541 Bytes/sec = approx 246 kbits/sec

LAUGHABLE!!!

14-11-2006, 19:35	#12
phil_w Inactive Join Date: Oct 2006 Posts: 13	Re: Speed Issues Bournemouth Well I thought I'd post an update So everyone who is having problems fear not.. It turns out (surprise surprise) that NTL actually do know about this nationwide problem, and secondly are aware that its their network and not the home customers PC's/Routers. I had a couple of engineers out, first one put signal attentuators on the modem to drop the signal (said too much signal was killing the modem.) which if we are honest is "I cant be bothered to explain the problem to you" Second engineer came through the door, i showed him logs of my speed at various times, ping results, tracert's etc and as soon as he saw those he confessed. When asked why CS were deciding not to tell their existing customers this he replied with "bad publicity aint it" <--he has a point So phone up customer services explained eveything that had happened (got dropped off by some arogant ** though on the first call) outcome of my phone call with them got a date of 5th Decemeber** which is apparently when they are going to "rebalance" my area. FREE internet untill this is resolved (i think i got this because I had proof that the connection is crap) Ok my tips for dealing with indian technical support. Firstly let them run their test, if they say "oh its fine", get them to run it again, and again, and again untill they see the problem. They cannot hang up on you remeber! When on the phone with customer services use the following phrases. "Breach of contract" "Willingly downgrading existing customers to sign up new ones" "I have been MISLEAD" <- always get them going because they can be sued for false advertising. and if like me you have or are gaining qualifications in this area of work, bloody say so! Ask them to explain the technical reasons, and listen to some of the laughable answers you get. Play them at their own game. NTL dont get me wrong, I have been with you in different areas for a couple of years now, and up untill I came here its been absolutly perfect. I have a phone call on the 7th decemeber booked with them, and will let you know the outcome. BTW someone asked for me to post what my operational configuration of my modem is. Network Access : Allowed Maximum Downstream Data Rate : 4096000 Maximum Upstream Data Rate : 400000 Maximum Upstream Channel Burst : 1600 Maximum Number of CPEs : 1 Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled and my current speed now..... Tue, 14 Nov 2006 18:34:32 GMT 1st 128K took 1485 ms = 88264 Bytes/sec = approx 734 kbits/sec 2nd 128K took 1031 ms = 127131 Bytes/sec = approx 1058 kbits/sec 3rd 128K took 2500 ms = 52429 Bytes/sec = approx 436 kbits/sec 4th 128K took 4437 ms = 29541 Bytes/sec = approx 246 kbits/sec LAUGHABLE!!!