Cable Forum - View Single Post - Weird Connection Issue

busterdan · 15-06-2006, 16:37

No I don't expect any magic wand waving... and my toys are not being thrown about, but I am clear that I want this issue resolved immediately....

So I have this morning spent another frustrating 20 minutes on to tech support to hear nothing but the same "Can you start up in safe mode...." the guys are helpful don't get wrong but they are clearly working from a troubleshooting list...

I spoke to customer services and they said that there is nothing they can do but were prepared to give me 10meg Broadband for 3months at half price....

Then I went through to cancellations and lo and behold I spoke to some one who was extremely helpful... he said he had had 3 people this week with similar issues. He seemed to have a very good technical understanding and went on to say that NTL have a dedicated person working in their department - his name is Steve (I better not give his full name here) who is dedicated from resolving critical broadband issues. Unfortunately he is apparently away until next Wednesday otherwise I would have ben able to speak directly to him.

The person I was speaking to also said that if the sync and ready light on my SACM were stable then the cable modem was not at fault. Also as I had tried other machines including a linux box it was unlikely the fault was software based.

I then run another test and this time the download speed was show to only be 700kbps - the operator fully understood my frustrations and said he would book an appointment for Steve to call me and run his own in depth (whatever they are) tests.

All this was discuss very calmly, not a single out the pram moment.

Without me even asking I was then credited a further ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£20 on top of the 3 months half price 10meg I was already offered - which I accepted otherwise I really would be spiting my face!

So the facts are....

The issue is not going to be resolved immediately
I am not being unresonable and all toys are intact
I am connected.
It is slow.
I won't have it resolved until Wednesday 21st at 7pm (when Steve calls) at the very earliest.
It may still be necessary for a engineer to visit my home.
I do not have any 12 month contract - I have been a customer with NTL (or previous companies since 1997) and was specifically told that I was not contractually obliged to stay with NTL for 12 months when I upgraded to 10meg.

15-06-2006, 16:37	#7
busterdan Inactive Join Date: Jan 2004 Posts: 62	Re: Weird Connection Issue - affects all PCs except one in Safe Mode No I don't expect any magic wand waving... and my toys are not being thrown about, but I am clear that I want this issue resolved immediately.... So I have this morning spent another frustrating 20 minutes on to tech support to hear nothing but the same "Can you start up in safe mode...." the guys are helpful don't get wrong but they are clearly working from a troubleshooting list... I spoke to customer services and they said that there is nothing they can do but were prepared to give me 10meg Broadband for 3months at half price.... Then I went through to cancellations and lo and behold I spoke to some one who was extremely helpful... he said he had had 3 people this week with similar issues. He seemed to have a very good technical understanding and went on to say that NTL have a dedicated person working in their department - his name is Steve (I better not give his full name here) who is dedicated from resolving critical broadband issues. Unfortunately he is apparently away until next Wednesday otherwise I would have ben able to speak directly to him. The person I was speaking to also said that if the sync and ready light on my SACM were stable then the cable modem was not at fault. Also as I had tried other machines including a linux box it was unlikely the fault was software based. I then run another test and this time the download speed was show to only be 700kbps - the operator fully understood my frustrations and said he would book an appointment for Steve to call me and run his own in depth (whatever they are) tests. All this was discuss very calmly, not a single out the pram moment. Without me even asking I was then credited a further ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£20 on top of the 3 months half price 10meg I was already offered - which I accepted otherwise I really would be spiting my face! So the facts are.... The issue is not going to be resolved immediately I am not being unresonable and all toys are intact I am connected. It is slow. I won't have it resolved until Wednesday 21st at 7pm (when Steve calls) at the very earliest. It may still be necessary for a engineer to visit my home. I do not have any 12 month contract - I have been a customer with NTL (or previous companies since 1997) and was specifically told that I was not contractually obliged to stay with NTL for 12 months when I upgraded to 10meg.