Cant install ntl bband and now pc won't work!!

kblt1 · 06-07-2005, 15:48

Hi

I'm having real problems please help.

The guy came and installed the broadband, I popped in the disc followed all the instructions and then came to a screen where it asked for a pin number. I rang the tech support line and explained I didn't have a pin number and they said customer services hadn't set it up properly and as it was 5.10pm on a Saturday I would have to wait til Monday morning so I switched the pc off.

Got the pin number and attempted to carry on the install.........turned on my pc and errors started popping up all over the place 'internet explorer has caused an error in <unknown>' and backweb 723*** has caused an error. The pc kept crashing I tried booting it with the disc in and out if i left it out it said 'NTL Broadband reboot helper' please insert disc to carry on with install ....and the screen would just hang so I had no choice but to boot with the disc in or the pc wouldnt work at all.

On the few occasions I have managed to get into the pc and close the errors and tried installing again but the disc will never go past the 'ntl is now installing your software please wait' and wait and wait it doesn't crash the animated circles keep moving but it doesn't go anywhere.

I tried the tech support number and spoke to 3 different guys in india none of which could help - one said call us back when your pc is on, one said turn it off for 10 minutes then turn it back on i'm 100% sure it will work next time!!!!(just to get rid of me) and one kept saying 'contact your vendor'. I demanded an engineer back as i explianed it has worked perfectly well for 2 years on dial up and it's the silly ntl disc that has b*ggered it up but they said it's not their fault.

They tried to talk me through manually setting it up on the autoregister page but even though all the right lights are flashing on the modem and the usb is connected it just says 'page cannot be displayed.'

The pc runs Windows ME 400mhz processor, 128 ram.

Please help!!!

Raistlin · 06-07-2005, 15:52

Ok, firstly

to Cable Forum

Secondly do you have a network port in the back of your PC?
If you do, it might be worth trying to get that set up for you rather than having you continue with the USB connection. The NTL software supplied on the disc is only really there to allow you to connect via USB, and it's a bit flakey (as you've already discovered).
__________________

Before we try that though.....

Turn everything off.
Turn the modem on and let the lights settle, turn your PC on and let the lights settle.

Is it working now?

If not, do you have a firewall installed that could be causing problems?

kblt1 · 06-07-2005, 15:53

Hi Thanks for the quic reply! No I dont have a network port unfortunately.

Raistlin · 06-07-2005, 15:58

Ok, did you try the second bit of my post?

Paul K · 06-07-2005, 16:01

The backweb entry is interesting but I'm thinking it may be linked to the NTL software which doesn't seem to have installed correctly. Have you tried removing the NTL software through the add/ remove programs link in Control Panel?
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You don't really need the software on the CD, just the drivers, you can get away with not loading the software onto the PC. As you have found out, it doesn't always play nicely. AV, anti-spyware and firewalls can cause issues if they are running when you install the software and drivers.

nffc · 06-07-2005, 16:10

http://homepage.ntlworld.com/robin.d.../basicset.html

kblt1 · 06-07-2005, 16:16

Ok, did you try the second bit of my post?

Yes I tried it last night but it didn't make a difference.

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http://homepage.ntlworld.com/robin....s/basicset.html

nffc this link doesn't work

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Quote:

Originally Posted by Paul

The backweb entry is interesting but I'm thinking it may be linked to the NTL software which doesn't seem to have installed correctly. Have you tried removing the NTL software through the add/ remove programs link in Control Panel?
__________________

You don't really need the software on the CD, just the drivers, you can get away with not loading the software onto the PC. As you have found out, it doesn't always play nicely. AV, anti-spyware and firewalls can cause issues if they are running when you install the software and drivers.

Hi Paul
I've tried the software remove but the files aren't there in add/remove
How do you connect without the cd? Are the drivers on the cd?

Paul K · 06-07-2005, 16:18

Think he was pointing here
http://homepage.ntlworld.com/robin.d.../basicset.html
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Quote:

Originally Posted by kblt1

Hi Paul
I've tried the software remove but the files aren't there in add/remove
How do you connect without the cd? Are the drivers on the cd?

Yep drivers are on the CD. You should be able to just turn off the PC, unplug usb device, reboot PC, put CD in CDROM drive, close screen that comes up (if any), plug in USB, tell Windows ME to look in the CDROM drive for drivers when it asks.

kblt1 · 06-07-2005, 16:22

that link won't work the work server must be blocking it

__________________

Yep drivers are on the CD. You should be able to just turn off the PC, unplug usb device, reboot PC, put CD in CDROM drive, close screen that comes up (if any), plug in USB, tell Windows ME to look in the CDROM drive for drivers when it asks.[/QUOTE]

The problem is it will crash before it even gets to that stage most likely and also i've tried plugging in the usb without the disc and it says found new hardware then hardware installed and doesn't ask for any drivers.

Paul K · 06-07-2005, 16:24

Quote:

Originally Posted by kblt1

The problem is it will crash before it even gets to that stage most likely and also i've tried plugging in the usb without the disc and it says found new hardware then hardware installed and doesn't ask for any drivers.

Sounds like the installer has written the drivers to the System folder and ME thinks it has the drivers it needs.
Are you connecting to a set top box or Stand alone cable modem?

kblt1 · 06-07-2005, 16:26

Stand alone cable modem

Paul K · 06-07-2005, 16:26

Any idea which one?

Raistlin · 06-07-2005, 16:27

Can you try something for me? Long shot.....

Open Control Panel.
Double-click Internet Options.
Click on the tab Connections to bring it to the front.
Check Never dial a connection.
Click on button LAN Settings...
- UNcheck Automatically detect settings (unchecking this speeds up IE launches).
- UNcheck Use automatic configuration script.
- UNcheck Use a proxy server (unless you want an explicit setting).
- Click OK to exit Local Area Network settings.
Click OK to exit Internet Options.

Paul K · 06-07-2005, 16:28

Can you look here
http://www.ntlworld.com/helpsupport/select_modem.php
and tell us which modem it is?

kblt1 · 06-07-2005, 16:29

It's a small purple one - sorry i'm an idiot!!! i'll try a few things suggested when i get home and post back tomorrow morning, along with the model of the modem!!!! thanks Paul.