NTL 4mb Slow browsing/downloading

compusoftandy · 06-11-2006, 21:57

1)What, specifically, is your issue?

Slow browsing with intemitant normal speeds/ always slow downloading though (13mb zone Alarm update 3-8k a sec.)

a) Is there a specific time that this issue is most prevalent?

No specific time

b) How long has this issue been going on? (days, weeks, months etc)

Only noticed it Sunday afternoon

2) Do you have cable TV? If so, is there any reception degradation?

Not that i could see. I rebooted the NTL setop box as well to make sure.

3) Have you contacted customer support about this problem? If so, what did they say?

They said that i had 80% packet loss and it was fine when disconnected from my PC and tests were run. The supporter seems to think its because of a virus. Not detected anything though, running AVG free (fully updated) and Trendmicroscan online from link in another thread.

4) What troubleshooting steps have you taken to resolve this problem? (aka: if you haven't tried to help yourself, why should *we* help you?)

I've tried rebooting the modem and setop box. Also tried disabling Zone Alarm and my router's firewall. Next tried my connection directly attached to my PC (normally connect through linksys router). I've scanned for viruses again and also checked for adware, spyware, malware etc. I've scandisked and also ran CC cleaner to check my registy and clean my system.

5 Who you are and what you have

a) Where in the country are you? Coalville, Leicestershire LE67
b) What is your operating system? Windows XP Professional SP2
c) What is your home network setup? Provide details. Linksys router connected to PC via Ethernet and also laptop connected wirelessly

d) If you have more than one computer, is the problem occuring on all other machines?

On laptop browsing seem slightly better. still the odd lag but downloading is the same

e) Are you running a firewall of any sort? Have you ever installed one? Did you try to turn it off during troubleshooting?

Check earlier answer

f) Please supply a traceroute from you to www.bbc.co.uk in text format

Tracing route to bbc.co.uk [212.58.228.155]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms cpc2-shep1-0-0-cust622.leic.cable.ntl.com [81.10
7.94.111]
2 21 ms 18 ms 12 ms 10.251.12.1
3 9 ms 10 ms 9 ms leic-t2cam1-a-v103.inet.ntl.com [82.3.34.85]
4 20 ms 10 ms 11 ms leic-t3core-1a-ge-118-0.inet.ntl.com [195.182.17
4.141]
5 13 ms 11 ms 11 ms lee-bb-a-so-120-0.inet.ntl.com [213.105.172.17]
6 17 ms 17 ms 18 ms pop-bb-b-so-100-0.inet.ntl.com [62.253.185.238]
7 41 ms 15 ms 16 ms gfd-bb-a-so-010-0.inet.ntl.com [213.105.172.137]
8 15 ms 15 ms 18 ms gfd-bb-b-ge-000-0.inet.ntl.com [213.105.172.6]
9 16 ms 17 ms 17 ms tele-ic-1-so-110-0.inet.ntl.com [62.253.185.78]
10 27 ms 18 ms 17 ms 212.58.238.189
11 18 ms 16 ms 17 ms 212.58.238.149
12 17 ms 17 ms 17 ms 212.58.238.36
13 20 ms 19 ms 20 ms pos6-0.rt1.mh.bbc.co.uk [212.58.239.254]
14 19 ms 19 ms 21 ms virtual0.mh.bbc.co.uk [212.58.228.155]
Trace complete.

Hopefully answered the questiosn there. If it helps, during the trendmicroscan use it kept saying my internet connection was very slow. Thanks in advance for you replies

SnoopZ · 06-11-2006, 22:19

You MUST UNINSTALL Zone Alarm as disabling isn't good enough. Please try that and let us know how you get on. Its been proven many a time that ZA is utter crap.

loki88 · 07-11-2006, 07:30

Exactly the same problem.

I live over in whitwick nextdoor to coalville, it started last thursday night...

I have exactly the same setup as yourself... Windows XP Professional SP2, Linksys router.

Iv'e had ntl here in whitwick for over 4 years now.. with never a problem.. i won't be told it's my rig... or software setup... thats just fobbing people off when i know multiple people are having exactly the same probelm as you and myself.

I changed computers connecting... tried clean hd's and network devices... the only thing i couldn't touch is the modem and obviously the connection.

This was posted over at Ntl hell yesterday:

'I've been receiving an intermittent service in the leicestershire area, going from 1000kb/s to 0 for about 10 seconds then back up to 1000, this makes gaming very annoying and downloading very slow'

Sounds exactly like my problem... any time of day... 2-3-4 in the morning.... hell it's took me 40 mins to load and register an account here at 6 in the morning.

compusoftandy · 07-11-2006, 11:54

Hello Loki, i live in Whitwick also.

I'm going to give them a call again, and see what i get told today. Not happy being told it could be a virus when i've scanned and scanned and cehcked and checked for them and Spyware, Greyware, Malware.

I've uninstalled zone alarm as well and thats made no difference. Also tired my laptop last night and that is the same also. Done the same steps on that and still the same.

Also, seems to browse ok, except for the drop every so often. But i cannot browse and attempt a download. The page won't load and the download freezes.

---------- Post added at 10:54 ---------- Previous post was at 10:42 ----------

Just tried also this if it helps.

Tue, 7 Nov 2006 10:45:58 UTC

1st 512K took 51524 ms = 9.9 KB/sec, approx 82 Kbps, 0.08 Mbps
2nd 512K took 73977 ms = 6.9 KB/sec, approx 57 Kbps, 0.06 Mbps
3rd 512K took 38505 ms = 13.3 KB/sec, approx 110 Kbps, 0.11 Mbps
4th 512K took 4867 ms = 105.2 KB/sec, approx 867 Kbps, 0.85 Mbps

Overall Average Speed = approx 279 Kbps, 0.28 Mbps

To repeat this test from the source server click here.

loki88 · 07-11-2006, 20:21

Ahh brilliant, a guy from whitwick

Not good news im afraid to say, iv'e had a report from a guy from coalville that works with my mother... guys a network admin, says it's definately ntl's doing.... his connection is shot up the same as our own.... middle of last week/present.

Im getting exactly the same as yourself.. browsing is hit and miss.. start a download.. it grinds to a near halt, the whole lot.

Where from here i don't know.... but id imagine ntl must be on the case if the whole of coalville is suffering the same as us folks from whitwick.

Aproaching a week though.. kinda praying they fix it by next... i miss my battlefield.. i got the week off work

Whatever you do though... don't start ripping up your computer... been there done it myself... ill save you or anyone else listening the trouble

compusoftandy · 08-11-2006, 23:31

Some developments.

Rang the support desk again and this time the have got an engineer coming to check things out. Took my MAC address and i'm wondering if they are going to replace my Terayon Terajet modem with something new or see if they can get a resolution to this.

loki88 · 09-11-2006, 21:48

Went one better, i managed to confuse the indian guy in the call center big style, he just couldn't transfer me to the uk support service fast enough

Gave it to the guy straight.. terajet 210... give a 250... there all moaning about it...

Sure ok Mr... problem is with that.. no no till the 28th of november, first available date.

Think im going to be hosed till then, and im a bit miffed it's costing me 25 quid for a 'modem upgrade'.

I can't see how any of this is my ********* fault

---------- Post added at 20:48 ---------- Previous post was at 20:44 ----------

Went one better, i managed to confuse the indian guy in the call center big style, he just couldn't transfer me to the uk support service fast enough

Gave it to the guy straight.. terajet 210... give a 250... there all moaning about it...

Sure ok Mr... problem is with that.. no no till the 28th of november, first available date.... thats nearly a whole month with a screwed connection

Think im going to be hosed till then, and im a bit miffed it's costing me 25 quid for a 'modem upgrade'.

I can't see how any of this is my ********* fault