Disappearing webspace

[jburton]

Hi all,

a couple of months ago I upgraded from dial-up to broadband. When I had dial-up I also had a website up on the webspace. When I upgraded to broadband I suddenly found I could no longer access the webpage or the ftp site.

I have just had 30 minutes of serious madness trying to talk to an NTL technical support person who seemed to have *no* idea what the webspace was or what I was trying to say. They tried to get me to delete my email account in OE and re-do it, of reconfiguring my internet explorer so I could access bbc.co.uk... I kept saying over and over that it is *not* email which is the problem and it is *not* web-browsing which is the problem - it's just a case of accessing my own webspace which, I am guessing, disappeared when something was accidentally deleted by NTL during the upgrade.

Anyway, she seemed to have *no* idea what to do and ended by telling me to download from tpin.com, then going to ftp://username.password@upload.ntlworld.com and then to http://home.ntlworld.com/username (except with, obviously, my username and password in there).

This had no effect since it was exactly what we had been doing whilst she was ont he phone to me and each time got an "FTP folder error" message. The Terrapin utility also kept saying that I don't have authority to access the area.

So,

does anyone here know (i) what has happened to my account and either (ii) how to get back the access authority or (iii) how to explain the problem to technical support?

Thanks,

Jon

[Paul K]

AFAIK if you don't ask for your webspace to be transfered onto your Broadband account then it won't be transfered. Broadband and Dial-up are two seperate things with NTL. It may be that your site and space are still there but closed at the moment and someone may be able to get it back for you.

[jburton]

That would be great - I tried to phone Customer Services... but despite the information on their website (http://www.ntlworld.com/helpsupport/...us/langley.php) where it says they are open "10am to 4pm Sun" the message on the phone actually says they are closed on Sunday!

So I tried Technical Support, who were unfortunately not very technical nor very supportive.

Who do you think would be the best person/number to call?

Thanks,

Jon

[ikthius]

Originally Posted by Paul

AFAIK if you don't ask for your webspace to be transfered onto your Broadband account then it won't be transfered. Broadband and Dial-up are two seperate things with NTL. It may be that your site and space are still there but closed at the moment and someone may be able to get it back for you.

it will be.

I had the same problem, even I asked to transfer the old dial up webspace to the new BB websapce, but to no joy.

I could not upload or delete the site.

I eventually got some help from Monkeybreath I think, who deleted my dial up webspace for me, which was an embarrassing site.

your username and password will not work for your dial up webspace, but you could upload to your new webspace, not unless you have the same username and password as the old dial up, then I would ask very nicely here to the very nice people of NTL, or phone technical support and ask to speak to the supervisor, or person in charge.

ik

[jburton]

Hi all,

ikthius:
> but you could upload to your new webspace, not unless you have
> the same username and password as the old dial up

I do have the same username and password - it was an upgrade from dial-up to broadband and so I wanted to keep the same email address and so on. However, I have a feeling that the problem was caused because of (dodgy?) advice from NTL Technical Support when I was installing the broadband... it went a little... like... this:

<cue: picture goes misty and wavers to indicate the passage of time>

when I installed the broadband software etc (after the nice man put the cable box in for me) there was a problem with the installation and an error message came up telling me to contact Broadband technical support. So I did. The guy I spoke to talked through a range of things which I followed on the computer. This included saying "this is a new account". I told the guy that it wasn't, I wanted to keep my old account but upgrade it to broadband (which was the other option on-screen). He told me "never mind that, press the new account option" which I did and it gave me another username. Then at the end of the process the Tech support man transferred that to my old account with my previous username.

incidentally, he also asked for the code name/serial number/whatever. I asked what he meant and he said that NTL should have sent me the details when I organised the upgrade. They hadn't. So he told me over the phone, which was nice of him. The letter with the details from NTL arrived... two weeks later. Three weeks after I initially organised the upgrade and the installation.

<screen flickers back to the present>


> then I would ask very nicely here to the very nice people of NTL

That sounds like a good option, since I already spent 30 minutes of banging-head-against-a-wall with Technical Support and ended up poorer and none the wiser.

I think in the end the woman on the end of the phone just wanted to get rid of me because she told me to download the terrapin thing and then do a few other things. I asked her "but this will just do what we've been trying here, and it's been failing". She reiterated her request that i download terrapin. I said "so will this be able to re-authorise my account and re-associate the webspace with my username and password?" <pause> "Yes".


Are there any nice people at NTL (as ikthius advises) who can help me?

Thanks,

Jon

are your email user name & password still the same as the 'old' dialup account?

Have you tried accessing your webspace with the 'new' username & password that were assigned when you were encouraged to hit the 'new account' button?

The NTL systems don't appear to synchronise login details for email & webspace, so it may be possible for such a mismatch, to occur???

[jburton]

homealone:
> Have you tried accessing your webspace with the 'new' username &
> password that were assigned when you were encouraged to hit the 'new
> account' button?

Unfortunately I can't remember it - and foolishly didn't take a note of it (the guy did say not to bother because he'll be transferring it anyway, but I probably should have done).


Jon

Originally Posted by jburton

Unfortunately I can't remember it - and foolishly didn't take a note of it (the guy did say not to bother because he'll be transferring it anyway, but I probably should have done).
Jon

thats a shame, that pretty much means you will have to get it sorted via Technical Support, as it looks, increasingly, like there may have been some human error in tranferring the details, previously

[ikthius]

Originally Posted by jburton

Hi all,

ikthius:
> but you could upload to your new webspace, not unless you have
> the same username and password as the old dial up

I do have the same username and password - it was an upgrade from dial-up to broadband and so I wanted to keep the same email address and so on. However, I have a feeling that the problem was caused because of (dodgy?) advice from NTL Technical Support when I was installing the broadband... it went a little... like... this:

<cue: picture goes misty and wavers to indicate the passage of time>

when I installed the broadband software etc (after the nice man put the cable box in for me) there was a problem with the installation and an error message came up telling me to contact Broadband technical support. So I did. The guy I spoke to talked through a range of things which I followed on the computer. This included saying "this is a new account". I told the guy that it wasn't, I wanted to keep my old account but upgrade it to broadband (which was the other option on-screen). He told me "never mind that, press the new account option" which I did and it gave me another username. Then at the end of the process the Tech support man transferred that to my old account with my previous username.

incidentally, he also asked for the code name/serial number/whatever. I asked what he meant and he said that NTL should have sent me the details when I organised the upgrade. They hadn't. So he told me over the phone, which was nice of him. The letter with the details from NTL arrived... two weeks later. Three weeks after I initially organised the upgrade and the installation.

<screen flickers back to the present>


> then I would ask very nicely here to the very nice people of NTL

That sounds like a good option, since I already spent 30 minutes of banging-head-against-a-wall with Technical Support and ended up poorer and none the wiser.

I think in the end the woman on the end of the phone just wanted to get rid of me because she told me to download the terrapin thing and then do a few other things. I asked her "but this will just do what we've been trying here, and it's been failing". She reiterated her request that i download terrapin. I said "so will this be able to re-authorise my account and re-associate the webspace with my username and password?" <pause> "Yes".


Are there any nice people at NTL (as ikthius advises) who can help me?

Thanks,

Jon

yip I had the same problem.

I also had the same problem with trying to get into the FTP option of the old dial up, cause it was supposed to be transferred.

I don't know anyone, who did upgrade, everyone I know had to chose the new account option, because TS told them to.

I think you should phone TS, ask to speak to the head technical person on duty, and then explain and say that if you do not get this sorted as per agreement, you will take your business elsewhere.

they normally fix it then.

But as I said, Monkeybreath sorted me out, from within here.
here is the thread: http://www.cableforum.co.uk/board/sh...ad.php?t=10592

on a side note, terrapin sucks and filezilla rocks

[simbr]

Email addresses can be readily moved from one account to another, webspace not so much.