NTL 120 Modems DO NOT support 10Mbps

[Zee]

I've now come to the conclusion that the 120 Modems DO NOT support the 10MB service, NTL engineers have said this, and when downloading a large file, once the speed reaches max or a little less, constant cut outs and disconnections.

Since we're paying for a service that we can't use properly because the hardware NTL supply doesn't support it, i demand that NTL replace everyone's modem to a 200 or 250 because we've had to pay £100 in callouts and calls to 0870 numbers with them telling us there is no problem, when they know perfectly well there is a problem.

There is no way i'm going to pay another £50 for a callout, i just want my modem swapped for free now because we've paid to much already to be told bullsh*t from NTL.

[James Henry]

It does seem strange that ntl have no problems with upgrading people for free, offering them silly deals to stay, etc, but begrudge replacing modems.

Just phone retentions and threaten to leave that usually hits the spot.

As far as replacing every modem, not going to happen until everyone is on 10Mbit or higher to be honest.

Why not consider a MaxDSL service or ADSL2+ if available, I see that you have Sky and a BT phoneline already.

[Neil]

Originally Posted by Jack001

I've now come to the conclusion that the 120 Modems DO NOT support the 10MB service, NTL engineers have said this, and when downloading a large file, once the speed reaches max or a little less, constant cut outs and disconnections.

Since we're paying for a service that we can't use properly because the hardware NTL supply doesn't support it, i demand that NTL replace everyone's modem to a 200 or 250 because we've had to pay £100 in callouts and calls to 0870 numbers with them telling us there is no problem, when they know perfectly well there is a problem.

There is no way i'm going to pay another £50 for a callout, i just want my modem swapped for free now because we've paid to much already to be told bullsh*t from NTL.

What have ntl said about this?

[James Henry]

Originally Posted by Neil

What have ntl said about this?

The official word Neil is that they support 10Mbit fine.

[Stephen]

I have a 120 modem and have not had any problem with it since I went 10MB.

[Zee]

NTL say that the modem is completely fine without a problem then she cut me off when i tried explaining there is a problem (Indian call centre); i know there is a problem with the modem because of the constant disconnections since October, why are they being so mingy with replacing modems?

What would i gain to lie that my modem is having problems, if there was no problem at all, the NTL engineer said that the 120 modems can't properly support 10MB but it'd cost them a lot of money to replace everyone’s modem.

£100 on call-outs calls to 0870 numbers, this is costing us a lot and i'm getting no where with them.

I'll try emailing or something, if not fine they can have it their way i'll just pay £50 for a swap... this is not fair though that i'd end up paying either money for the modem and money for another engineer to come out.

Why can't they just send me one through the post for free and i'll send this one back...

[etccarmageddon]

it needs to be installed - mac address is different for a start.

[Zee]

Originally Posted by etccarmageddon

it needs to be installed - mac address is different for a start.

Ohh i see thanks, i didn't know that. I thought i was able to install it over the phone.

We're not paying another £50 for them to come and do it ...

---------- Post added at 17:43 ---------- Previous post was at 17:41 ----------

Originally Posted by James Henry

Why not consider a MaxDSL service or ADSL2+ if available, I see that you have Sky and a BT phoneline already.

I'm not able to get ADSL2+ i'm able to get ADSL 6Mbps but, the computer is in another room, and don't really want to pay money for BT to install another line, plus anothe £11 linerental(?)

[Rik]

Well when i was upgraded to 10Meg I had a NTL 120 and it worked fine for a while!

The problems arose when NTL updated the modem with a certain version of firmware.

But replacing the 120s with 250s does solve the problem

[mcmanic]

Originally Posted by Rik

Well when i was upgraded to 10Meg I had a NTL 120 and it worked fine for a while!

The problems arose when NTL updated the modem with a certain version of firmware.

But replacing the 120s with 250s does solve the problem

ditto, oo3 was the culprit, they rolled it back at the time, dunno what it is now but if they had the nerve not to replace it or to charge me for a new one just to change it because they wouldn't believe there was a problem then it would of had a accident, i probably paid 20x over for a replacement modem over the 10years i've been using NTL and its forerunners equipment

[Dave2150]

Originally Posted by James Henry

It does seem strange that ntl have no problems with upgrading people for free, offering them silly deals to stay, etc, but begrudge replacing modems.

Just phone retentions and threaten to leave that usually hits the spot.

As far as replacing every modem, not going to happen until everyone is on 10Mbit or higher to be honest.

Why not consider a MaxDSL service or ADSL2+ if available, I see that you have Sky and a BT phoneline already.

Hope you realise that with MAXDSL he could have a 288kbit connection (0.2mbit) - ADSL is heavily distance limited, and with BT's metallic network falling apart, full of aluminium and copper (aluminium kills the adsl signal) there is a good chance the service will be worse than his NTL service now.

Of course if it is close to his exchange AND has good routing then he could get 8mbit.

Stay on 10mbit IMHO mate.

[etccarmageddon]

I'm on a 120 using the 002 config file and get 6 to 9.5 meg depending on how lucky I am.

[James Henry]

Originally Posted by Dave2150

Hope you realise that with MAXDSL he could have a 288kbit connection (0.2mbit) - ADSL is heavily distance limited, and with BT's metallic network falling apart, full of aluminium and copper (aluminium kills the adsl signal) there is a good chance the service will be worse than his NTL service now.

Of course if it is close to his exchange AND has good routing then he could get 8mbit.

Stay on 10mbit IMHO mate.

Actually no, aluminium in itself doesn't kill the signal at all, so long as it's thick enough which all of the early aluminium build is. A certain period of network build where BT used a thinner guage of aluminium is the one that's caused a lot of the issues. The only thing that causes issues where the guage of the cable is high enough is any joins there might be between aluminium and copper.

You don't have to be that close to get 8Mbit, I have a full 8 as do people 2km and more away, and have worked on ADSL technology so have a bit of experience with it.

Think I've seen people with lines of around 3.5km who are able to get a full 8Mbps and a stable 8Mbps at that on ADSL. Introduce ADSL2+ into the mix and for those who have lines good enough to achieve 8Mbps it can make a substantial difference.

Still let's deal with worst case scenarios to make the cable look better I guess. At least with ADSL he'd be in with a fair shout of having a more reliable service that doesn't drop out, and he might even have decent support, my own provider's support is really pretty good. For instance they don't ignore me and will at very least check things out while ntl by the looks have totally ignored this guy to the point where they refuse to supply him a new modem at a cost of a few quid, which if nothing else can be proven wrong should be a standard part of trouble shooting and is the least they can do if they're charging him £50 for a service call. Way to get customer satisfaction.

Perhaps if they spent money on improving service rather than giving out discounts and reducing their own income while cutting back on service this chap wouldn't be encountering these issues.

[Neil]

Originally Posted by James Henry

Perhaps if they spent money on improving service rather than giving out discounts and reducing their own income while cutting back on service this chap wouldn't be encountering these issues.

And there it is, right there.

Sir, you have hit the nail on the head.

Originally Posted by Jack001

I've now come to the conclusion that the 120 Modems DO NOT support the 10MB service,

I could of told you that the day 10meg was the norm... I had a 120 and had all the problems you are having. I got it swapped for a 250 and now I dont have any problems.

Maybe its time your 120 had an "accident"