Ntl broadband connection problems

[monmoz]

Hi folks,

I'm new and not very internet savvy, so I hope you'll all bear with me. My name is Kathy, I'm in Notts NG17 area.

I found this site whilst googling for an answer to my problems. I've called Ntl about it on numerous occasions but they always tell me it's a problem my end and not theirs.

Other people I have spoken to in my local area seem to have the same problem as me but when I tell Ntl this, they say that they cannot discuss other peoples problems and that they must ring themselves. Ntl say that they haven't had any similar complains...strange that, because that's what they keep telling my neighbours too!!!

OK, here goes...the problem - some days I get nothing, no problems at all, most days, the problem is their, but it varies, sometimes only a couple of times, sometimes every 10-30 minutes throughout the day.

Sometimes whilst surfing, I get the 'this page cannot be displayed' page. It's no specific sites, it's everything, but whilst I cannot view webpages I can send and receive email (just can't view web graphics in the emails) and if I've got something downloading it that doesn't fail. I've tried repairing the connection, that has no effect. I've tried disabling and re-enabling the connection, that also has no effect. I've tried turning the modem off at the wall, allowing it to reboot and then reconnecting, still no effect. The only thing that helps is a total reboot of the computer. Everything then works fine, for anything from 10 minutes or even the rest of the day.

I do have NTL digital TV and there is no problem with that.

I am running Windows XP SP2 with all latest patches. I have no home network but often plug another computer into the modem and have the same problems with those computers too. I hooked my mums laptop up to the modem the other day to download her some games and do a windows update etc and the problem occured then too.

I have Norton Internet Security installed on all the computers that I connect to the modem, but disabling Norton doesn't help either. I don't really understand Firewall software, so I just installed in using all the defaults and allowed it to search for internet enabled programs when I installed it, as I knew that I didn't have anything on the computer that shouldn't be there I allowed it to give internet access to all the programs it found.

I've checked out the 'before you post - support requests' thread and am trying to provide all the details asked for but do not understand how to provide a 'traceroute'.

I did a line test, I have no idea what it all means but here's the link:
http://www.dslreports.com/linequality/nil/2145097

Any insights into the possible problem and solution would be greatly appreciated.

Thanks loads,

Kathy

[MovedGoalPosts]

to Cable Forum

What speed of broadband do you have? Which modem do you have?

I was going to suggest it might be a proxy server issue (those things are infamours) but our systems suggest you aren't behind one - unusual for ntl

[monmoz]

Hi Rob,

Thanks for the quick response.

I'm on 4meg broadband and the modem just says cable modem ntl: on top and ntl 250 on a sticker underneath.

Hope that helps.


Kathy

[Mick Fisher]

Originally Posted by monmoz

I have Norton Internet Security installed on all the computers that I connect to the modem, but disabling Norton doesn't help either.

Kathy

Hi Kathy

NIS has given people all sorts of unpredictable problems since it's conception. IMO it comes second, in this respect, only to the infamous ZA.

You need to completely remove it to see if it causing the problems you describe. You only need to do this on one of your computors as a test initially.

I have heard it is an extremely difficult software to completely remove but I believe there is some software on the norton site (a batchfile and an .exe) to assist.

Goodluck.

[Nedkelly]

Hi if you rmove za turn it off before you remove it .I had a customer who removed it with out turning it off and it was causing havac with with her pc Good luck .

[ecksmen]

Uninstall Norton Internet Security.

When the internet stops working, what are the lights on the modem doing? There's a light on the far right labelled sync, if this is flashing or off then it would suggest something is wrong. If infact it stays on then I'd be inclined to think it's a firewall / computer issue.

Something else to think about is how do you connect your computer to the modem, I assume this is via ethernet? If it's not and it's usb then it could be a dodgy USB socket. Try using ethernet and see how that fairs.

I know a few years back USB on a k7s5a mobo kept disconnecting my modem. Rebooting the machine, or replugging in the usb cable would be the only thing to bring it backonline.

[greyfox1974]

i have za and my web pages are fine no problems yes onces in a blue moon i will get a couple of pages thats says cant be found or even load up i dont think it as anything to do with za