freeze freeze and more freeze [help]

[issues2k]

Hi guys ...

Ok, i've been on the 600k (formally 512) for about 2 years now with the same modem, cables, pc etc ... its all been perfect without any problems until 2 sundays ago ...

At about 1pm the modem just rebooted itself and couldnt boot back up, was hanging on recieving (old white motorola surfboard sb400) also the TV was off too. So I give CS a quick buzz and he says no regional faults so i'll book you in for a call out. it came back on 8 hrs later and the next day, an engineer came out, changed a few connections and little bits of equipment and said he'd have to report its to Networks or whatever and off he went

Ever since then tho, my internet just randomly freezes, i staff a very popular online game which constantly uses the connection along with streaming radio and icq etc so all of a sudden, these stop, email stops, cant use the internet at all, even though the modem lights are flashing like crazy, my connection would then come back 5 mins later. It kept getting more frequent so i started the call CS everday, each time i got different stories etc and some tried to blame my PC saying i got virus/spyware chewing up my connection. I did many scans with Norton/Zone Alarms/Spybot/Ad-Aware etc and nothing, so i formatted the hard disk. But still the problem occured, so i tested it on a brand new laptop and still the problem occured.

I finally rang back up for the 6th time 2 days ago and lost my rag, sorry to the poor guy on the fone but this was getting a joke. They all say, oh well im testing the modem and its fine etc and there seems to be no problem. Yeh right whatever. So i finally manage to get a "superior engineer" out today who came at 8am (believe it or not lol) and swapped my modem for one of the new little ones. He left and i booted up, and an hour later it froze again AGHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH

So i put modem onto USB (used NIC for long time) and its froze once since but hasnt for 2 hrs now (fingers crossed)

So, does anyone know what i can do or whats going on? here's a few details

Area: Kirklees
Town: Huddersfield
OS: Windows XP Pro

Im certain its @ NTL's end, as its only been like this since my modem shut off that Sunday ...

Thanq in advance!
Regards
iSSueS

[Steve H]

Hiya, and welcome to the site

At first guess I would of suggested your modem was at fault, but since that's been changed for a new one, and you've tried USB.. then I think that can be outruled.

Maybe the signal levels are too high/low? Worth giving CS a call and mentioning this? Give it a few hours, see how it goes (I'd get back onto your NIC though) and if it continues, then give CS another call..

You havn't made any noticable changes to your PC before this problem?

[issues2k]

i had a modem specialist come out a while back and check it, and signal is kicking out at 37 which is the best i heard

it's ok, no freezes since, will i get a refund for the month seen as i havent been able to use my internet for 3 weeks properly, or maybe a upgrade to 1mb?

gonna call cs tmrw for a refund ^^

[paulyoung666]

Originally Posted by issues2k

i had a modem specialist come out a while back and check it, and signal is kicking out at 37 which is the best i heard

it's ok, no freezes since, will i get a refund for the month seen as i havent been able to use my internet for 3 weeks properly, or maybe a upgrade to 1mb?

gonna call cs tmrw for a refund ^^

to high a signal level can be as bad as a low signal level

[Steve H]

Originally Posted by issues2k

i had a modem specialist come out a while back and check it, and signal is kicking out at 37 which is the best i heard

it's ok, no freezes since, will i get a refund for the month seen as i havent been able to use my internet for 3 weeks properly, or maybe a upgrade to 1mb?

gonna call cs tmrw for a refund ^^

If CS are aware that you have been unable to use your connection for a month, then I reckon you've got a good case for a refund.. Give em a ring tommorow and find out

[carlingman]

Hi issues2k,

Somewhat confused by this thread.

Original posted today and now resolved so i am guessing it was a history of what happened rather than a cry for help

Anyhows aside from that.

You say a cable expert has been out and told you that signal kicking out is 37 which is fine as long as they are referring to the Signal To Noise Ratio.

One big pointer to note though is regardless of your connection method if on the Surfboard the send or receive lights were flashing it is definately nothing to do with your connection method but an NTL Power Problem to which you may get compensated for.

Also I guess now they have swapped your Modem they have issued you an NTL Home 100 or 120 Ambit.

If your connection does drop out again then it maybe worth pointing your browser to http://192.168.100.1/ and then enter the user id as root and the password as root

From the cable modem config tab you will then be able to see the downtream and upstream power levels when it drops the connection.

The downstream status tab will also show the downstream levels as well.

Further to this you can also copy and paste the event log which many here can decipher and find exactly where the problem is.

One other thing to note if you have noved from the Surfboard to the Ambit is that the Ethernet Card Settings on the Ambit can differ from the Surfboard.

IE on the Ambit modem the default setting is auto negotiate which must match the setting you have configured on your ethernet card.

Many share the view that the best setting is to force both to full duplex.

To do this on the cable modem you will need to goto http://192.168.100.1/ and then enter the user id as root and the password as root

And then also to set it on your ethernet card you will need to goto -

Start/settings/control Panel then network and dial up connections.
Look for an icon that identifies your connection usually local area connection.
Right-click and select properties.
Click onto the configure button under the ethernet card icon.
Then choose advanced and in the property box look for something like medi type or duplex mode etc or maybe even 10 base.
Find the option for full duplex
Then click onto ok twice to exit out.

You could just ignore all of the above and stick with USB but as many will say the ethernet card is the best way to go.

Anyhows hope the connection holds for know but the above maybe worth noting for future problems if they arise.