Keeps dropping Broadband connection

MichelleUK · 16-07-2005, 10:31

Hi,

I was just wondering if anyone has had the same problem as me and knows how to cure it?

I am using a Samsumg STB, 2mb service in the Amersham area. Since Wednesday, I have kept losing my broadband connection. Sometimes I have to reboot the STB, other times it comes back by itself. The mornings are very bad, often losing the connection after 15-20mins. The last two evenings have been quite good and not dropped the connection at all. Things are bad again this morning.

I had an NTL engineer come out on Friday morning who said that it was because one of my cables to the STB was not of the required standard. 30mins after he left, the connection was dropped again. I called NTL again, and they sent the same engineer in the afternoon. He checked the box (it showed that it kept losing the downstream) and all of my outside connections. He said that everything was ok at my end and that it may be the amplifier and that he would get it checked.

Before I call NTL again, I was just wondering if anyone else had this problem and how did you solve it?

Many thanks for any help that you can give,

Michelle

Roy MM · 16-07-2005, 10:41

Hi Michelle

to CF.

I had similar problems with my BB, it turned out to be the network cable from STB to PC, i changed that and never had a problem again.

Paul K · 16-07-2005, 11:06

If the engineer has said it is a problem with the downstream power levels then there is nothing you can do at your end of the connection and you need to get NTL to send an engineer to your Cab to adjust your connection. Ring them up again and tell them what the engineer said and point out that it is the third time this week you have called for the same fault.

Roy MM · 16-07-2005, 11:11

Quote:

Originally Posted by Michelleuk

I had an NTL engineer come out on Friday morning who said that it was because one of my cables to the STB was not of the required standard.

That's why suggested network cable Paul

Paul K · 16-07-2005, 11:14

Quote:

Originally Posted by Roy MM

Quote:

Originally Posted by Michelleuk

I had an NTL engineer come out on Friday morning who said that it was because one of my cables to the STB was not of the required standard.

That's why suggested network cable Paul

I'm thinking he changed it since the same engineer was sent back for a sencond time the same day and ignored the cable and checked the box instead. Hence the line

Quote:

He checked the box (it showed that it kept losing the downstream) and all of my outside connections. He said that everything was ok at my end and that it may be the amplifier and that he would get it checked.

2old4this · 16-07-2005, 11:23

Quote:

Originally Posted by MichelleUK

Hi,

I was just wondering if anyone has had the same problem as me and knows how to cure it?

I am using a Samsumg STB, 2mb service in the Amersham area. Since Wednesday, I have kept losing my broadband connection. Sometimes I have to reboot the STB, other times it comes back by itself. The mornings are very bad, often losing the connection after 15-20mins. The last two evenings have been quite good and not dropped the connection at all. Things are bad again this morning.

I had an NTL engineer come out on Friday morning who said that it was because one of my cables to the STB was not of the required standard. 30mins after he left, the connection was dropped again. I called NTL again, and they sent the same engineer in the afternoon. He checked the box (it showed that it kept losing the downstream) and all of my outside connections. He said that everything was ok at my end and that it may be the amplifier and that he would get it checked.

Before I call NTL again, I was just wondering if anyone else had this problem and how did you solve it?

Many thanks for any help that you can give,

Michelle

Nice to see a NTL engineer turned up i have trying for a week to arrange for one to come out and sort my problem out. i have the same problem as you in Wycombe

MichelleUK · 16-07-2005, 14:56

Hmmm....I have just phoned NTL and they have said its probably because of the upgrades to their systems that have started today! I explained that it has been happening since Wednesday and that the upgrades were surely the Customer Service systems and not my Broadband.

I was told that the complaint was still open and that someone would be looking into it and if it was not any better by the 19th to call back then!

I am not too impressed at all. Do NTL have different call centres at the weekend? They seemed really with it during the week, but this guy was very difficult to understand and seemed to be just reading off a script or something. It's been down most of today, I have to keep re-booting the STB just to check Cable Forum.

Thanks for your suggestions so far - the engineer did change the dodgy lead and then spent time on the STB.

Thanks,

Michelle

MovedGoalPosts · 16-07-2005, 15:06

What service speed have you got, and what are you trying to run on your PC?

It may be more stable if you have less stuff going through it (P2P software or other file downloads can create strain). Yes I know you want to use the broadband but at if you can limit what you are doing for a while, it might be a temporary solution.

The will be experienced and less experienced staff in faults. The newbies are effectively more likely to read a reponse from their diagnostics computer screen.

Signal levels from the street seem to change fairly often, especially in very warm or coldweather. It's enough to upset the amplifiers in the cabinets, amongst other things. I'm amazed if the service tech who came to you didn't check the cabinet themselves. Virtually every time an engineer has been to me, that's where they have ended up doing some sort of fiddle, once they've had results from plugging their gadjets in at my house.

MichelleUK · 16-07-2005, 15:16

Hi Rob,

When it is working, I am getting in excess of the full 2mb and I only have Firefox and Outlook open. Firefox is browsing only at the moment, I have not done any major downloads for a few days.

The engineer did have a look at my setup outside, but I do not think that he looked at the NTL green box thing. If he did, he did not say that he had found anything. He definitely said that he would have to ask someone else to check the amplifiers - maybe I have been unlucky and had an inexperienced engineer?

Thanks,

Michelle

fudge · 17-07-2005, 16:34

I had the same problem a few weeks ago , at first my line kept dropping after about an hour then after a few mins. then i could not connect at all. When ntl sent someone out the guy turned my tv on went on to some screen and he could see the signal levels were not strong enough , he went to the green box did what ever there and its been ok ever since.

MichelleUK · 18-07-2005, 21:25

Thanks Fudge - I have another engineer coming out tomorrow and hopefully he will get it sorted!

Michelle