BB Tech support help anyone!??!!

stairpotato · 19-11-2004, 09:31

Hi - is anyone from NTL tech support lurking in these forums.

I had problems with intermittent connection all last weekend.

Was OK from Monday night til this morning. I've spent an hour on the phone to call centres in India - who are useless. Can't get through to anyone in the UK!!

This morning the 'cable' light on my Terayon was off - and no service.

It eventually came back on - but I have quite a bit of packet loss....

I'm in RG18EP..... Please feel free to contact me directly if you can help : madison_york@hotmail.com is my msn - thanks!!

bopdude · 19-11-2004, 10:35

Stick around, they will be up and about soon enough, they just need a bit more coaxing out of bed than us meer mortals, seriously though, I'm sure one of the ntl tech's will be about soon,

paulyoung666 · 19-11-2004, 10:38

HIhi and

to the site , i wouldnt go publicly posting your e-mail addy

, apart from that have you thought about trying c.s. again , its a free call , last time i had a problem i got put straight thru to t.s. no problem

stairpotato · 19-11-2004, 10:44

Meh - it's my spam email account so I don't care.

Yes it maybe a free call - but whats the point if I can ONLY get through to the india call centre - and can't get to speak to the level 2 tech support who may actually be able to help!

Neil · 19-11-2004, 10:46

Quote:

Originally Posted by stairpotato

Meh - it's my spam email account so I don't care.

Yes it maybe a free call - but whats the point if I can ONLY get through to the india call centre - and can't get to speak to the level 2 tech support who may actually be able to help!

I think all cable modem support is UK based.

stairpotato · 19-11-2004, 10:49

Nope.

I spoke to an indian call centre this morning - I know - coz I checked with the person I was talking to.

Neil · 19-11-2004, 11:11

Quote:

Originally Posted by stairpotato

Nope.

I spoke to an indian call centre this morning - I know - coz I checked with the person I was talking to.

What number did you ring?

stairpotato · 19-11-2004, 11:25

I phoned 150 from my landline -

option 3 for faults

option 1 for broadband faults

option 1 for cable modem faults

option 2 for no service

- this went to an IVR platform recorded message i'd never heard before - the person I spoke to sounded a) indian - b) a long way away and c) stupid (but thats not important)

....so eventually - when I'd started to get cross about the uselessness of the support - she admitted that she was in india.....

stairpotato · 19-11-2004, 18:29

To add more detail to this:

1)What, specifically, is your issue?

Keep losing connection completely - (ie cable light goes off on modem - and no bb service) when it does come back - i'm getting packet loss and intermittent browsing etc

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

usually overnight

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

a week

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

yes i do - no there isn't (but there wouldn't be as I have a separate cable for the modem - coz of a previous issue)

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

yes - on monday - they said maybe a local ubr problem - and again today - but 1st line support couldn't contact 2nd line support - and have spent nearly 2 hours on phone without talking to someone who can help!

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?)

lots of rebooting!

5 Who you are and what you have
a) Where in the country are you?

reading - rg1 8ep

b) What is your operating system?

xp
c) What is your home network setup? Provide details.

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

yes yes

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

yes yes

Line test result:

http://www.dslreports.com/quality/nil/1572158

Neil · 19-11-2004, 18:44

Since when where BB faults calls routed to India?

scrotnig · 19-11-2004, 18:51

Monkeybreath has touched on this...he says that a small number of these calls are indeed routed there. I must confess it was the first I'd heard of it, but clearly it is happening.

paulyoung666 · 19-11-2004, 18:53

Quote:

Originally Posted by Neil

Since when where BB faults calls routed to India?

didnt know they were , seems as though they are though , @ stairpotato when i mentioned about you posting your e-mail addy i did it in good faith , no need for the negative reply , only trying to help the best i can

Neil · 19-11-2004, 18:56

Quote:

Originally Posted by Mark B

Monkeybreath has touched on this...he says that a small number of these calls are indeed routed there. I must confess it was the first I'd heard of it, but clearly it is happening.

mmm · 19-11-2004, 20:32

Quote:

Originally Posted by stairpotato

This morning the 'cable' light on my Terayon was off - and no service.

It eventually came back on - but I have quite a bit of packet loss....

Cable light being off means it is an ntl fault, not a lot you can do apart from check connections between your modem and wall socket. You need to get a engineer to visit

Round here it is no longer possible to use Robin Walker's DOCSDIAG ISP side recipe on your Terayon modem.

http://homepage.ntlworld.com/robin.d.h.walker/docsdiag/

because ntl appear to have disabled SNMP traffic.

It is possible to still use DOCSDIAG on a Terayon TJ210 with a local connection to a Windows XP Pro machine using a secondary IP address - I could post details if you want to see what your modem thinks the signal quality is when it is working or error codes when it isn't.

Chris W · 19-11-2004, 20:35

It sounds like an SNR problem.

If you contact tech support again, ask what the readings are for Cable Modem Signal to Noise Ratio, and also Channel SNR. Both figures should be above 20.