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Originally Posted by Ignition
I suppose it's a bit optimistic of me to imagine they've offered you an engineer for what looks clearly like a signal / modem fault?
Slow speeds are, as you probably know, being caused by the packet loss.
Dunno how you connect to the net but would be interesting to see your signal levels. Tech support should be able to see this, though whether they a) check and b) have any idea what they're looking at in between blaming your installation of Windows, Spyware, Malware, Viruses, your network card, the network cable, your firewall, your antivirus, your browser, etc is different.
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I'm still having problems, I called tech support again last week and the nice gent on the other end said he would send an engineer round to check my STB as his system was running slow! I said I know the feeling
An engineer came round the next day and ran a few tests and said the STB was ok. I can't say exactly what he did because I wasn't in at the time but I'm told he plugged his laptop it to the STB, browsed a few sites and then blamed my router saying ntl do provide support for routers.
But it’s not my router because I’ve tried plugging my laptop directly into the STB and I still get packet loss. Yes I can access most sites if nothing else is running but as soon as I hit a bandwidth heavy site or start downloading something I start to get major packet loss and timeouts.
I checked the signal levels but all is in the green the only possible problem highlighted on the engineers menu is the "IF AGC %" which sometimes dips into the orange.
I don't know what more I can do, it has been suggested I get a SACM but I'm not happy paying £50 to fix a problem that’s not my own making.
I've been with ntl a long time, I started on 512k and I've mostly happy up to and including 3MB but the rust to a 10MB tier is going to cost them customers if it doesn't improve very soon.
EDIT:
Latest test results:
Sun, 12 Mar 2006 21:42:49 GMT
1st 512K took 656 ms = 780.5 KB/sec, approx 6431 Kbps, 6.28 Mbps
2nd 512K took 2219 ms = 230.7 KB/sec, approx 1901 Kbps, 1.86 Mbps
3rd 512K took 2734 ms = 187.3 KB/sec, approx 1543 Kbps, 1.51 Mbps
4th 512K took 1375 ms = 372.4 KB/sec, approx 3069 Kbps, 3 Mbps
Overall Average Speed = approx 3236 Kbps, 3.16 Mbps
Ping statistics for 212.58.224.131:
Packets: Sent = 157, Received = 137, Lost = 20 (12% loss),
Approximate round trip times in milli-seconds:
Minimum = 17ms, Maximum = 54ms, Average = 21ms