Problems with modem

DocDutch · 18-08-2005, 07:13

Morning,

Since last monday I've had some problems with my bb connection, I called Tech SUpp. and they booked an engineer for me, alas, yesterday my connection was there again.

Now this morning (am at work now) I wanted to give my email a quick check but nopes nothing happening, checked my router and the wan ip was 192.168.100.3. then I checked my down and upstream signal and came up with these results:

Downstream Receive Power level: -13.45 dBmv
Downstream SNR: 25.35 dB
Upstream transmit Power Level: 61.00 dBmv.

am living in Kettering Northants.

so now my question...could some1 give me some advice in what to do??

Thanx

ps: if wanted I got my mac address with me now. also if there are any NTL techs around now I got a ticket number 2044847

Cheers

jonbr · 18-08-2005, 07:19

Levig, I had a problem with my modem going offline and coming back on it's own. The best I can say is to call them when it's offline, at least then they can actually see there is a problem as you can't fix some thing that's working. At least if it's offline when you call they can see if tyhey need to move it to a differnet connection point.

DocDutch · 18-08-2005, 07:22

Jonbr, thats the thing I called on Monday, then called yesterday when it was working to cancel the visit of the engineer... the reason I find it strange was that it didnt work at all on tuesday and then yesterday when I got home from work it was on again.

18-08-2005, 10:41

Quote:

Originally Posted by levig

Morning,

Since last monday I've had some problems with my bb connection, I called Tech SUpp. and they booked an engineer for me, alas, yesterday my connection was there again.

Now this morning (am at work now) I wanted to give my email a quick check but nopes nothing happening, checked my router and the wan ip was 192.168.100.3. then I checked my down and upstream signal and came up with these results:

Downstream Receive Power level: -13.45 dBmv
Downstream SNR: 25.35 dB
Upstream transmit Power Level: 61.00 dBmv.

am living in Kettering Northants.

so now my question...could some1 give me some advice in what to do??

Thanx

ps: if wanted I got my mac address with me now. also if there are any NTL techs around now I got a ticket number 2044847

Cheers

With those signal levels you are going to need that engineer, I had a similar prob in Rushden recently, was down to a local network fault and the time before that something in the cabinet was borked.

Hope this helps.

jonbr · 18-08-2005, 11:14

Quote:

Originally Posted by levig

Jonbr, thats the thing I called on Monday, then called yesterday when it was working to cancel the visit of the engineer... the reason I find it strange was that it didnt work at all on tuesday and then yesterday when I got home from work it was on again.

Yeh, if it's not working and comes back on on it's own, you can expect it to go off again. That's been my experience with it over the last few years, thankfully only a couple of times. Call them back and get the engineer to come out to you

jaycee · 18-08-2005, 13:39

Those signal levels are way, way too poor for a sustained service. -13dBmV is barely there, and the 61dBmV upstream power is your modem's maximum transmitting power. Insist an engineer investigate for problems with your cabling and in the cabinet (probably a line amp failing)

DocDutch · 18-08-2005, 17:59

okay my modem is back "alive" again but I think the signal quality is a bit dodgy

Downstream Receive Power Level : -9.84 dBmv
Downstream SNR : 30.64 dB
Upstream Transmit Power Level : 59.50 dBmv

or do you think this is okay?

Paul K · 18-08-2005, 18:01

Have you called NTL yet? You need someone out to look at your signal from the cab by the look of it.

jaycee · 18-08-2005, 18:49

Still dodgy although a lot better. I'd definately say this is failing line amp in cabinet.

DocDutch · 18-08-2005, 19:01

Paul,

to your answer yes I've phoned NTL when I had the problems..and as said above an engineer was called out for today, but when it was okay again last nite I cancelled it.

and Jaycee, yeah I'm deff. gonna phone them again and check the signal levels out totally..speaking to them now

__spc__ · 23-08-2005, 13:54

I've had this problem lately, with the signal dropping out completely for an hour or two at a time.

Telephone support sent an engineer out to 'fix' my SACM, but on arrival, the engineer determined that the problems lay with the box in the street (an amplifier or attentuator - I forget which - issue he said). Apparently, othere people in the road have been experiencing similar problems.

DocDutch · 23-08-2005, 13:57

SPC,

yeah I know when I spoke to India again over the weekend (sat) they promised me an engineer visit yesterday (monday) between 6pm and 8pm, but guess no1 turned up was home from 5.30 just to be sure...the techie said that there might be a problem with the CM I'm using...

jonbr · 24-08-2005, 06:37

Quote:

Originally Posted by levig

SPC,

yeah I know when I spoke to India again over the weekend (sat) they promised me an engineer visit yesterday (monday) between 6pm and 8pm, but guess no1 turned up was home from 5.30 just to be sure...the techie said that there might be a problem with the CM I'm using...

Saturday to Monday, that's over 24 hours. Call NTL and ask for compensation, they've taken great pleasure in telling me I can only claim after my connection has been down for more than 24 hours. It went down last night and I have to wait 4 days for an engineer this time! I WILL be claiming!

DocDutch · 24-08-2005, 07:12

Quote:

Originally Posted by jonbr

Saturday to Monday, that's over 24 hours. Call NTL and ask for compensation, they've taken great pleasure in telling me I can only claim after my connection has been down for more than 24 hours. It went down last night and I have to wait 4 days for an engineer this time! I WILL be claiming!

I wish it was just Saturday to Monday...its been ongoing now since Monday the 15th so yeah I'm going to call Cust. Services and see what I can do, especially after taking a couple of hours off on monday just to be there in time for the engineer to trun up which he didnt

DocDutch · 01-09-2005, 07:19

Okay this has happened again to me now and am really getting peed off with it now.

if there are any NTL guys around later on could you help me out with this as my phone wasnt working either last night and had to resort to using my mobile to call NTL (for which I am going to bill them)

If you need any details I got everything with me IE mac address and stuff like that.

Thanks