Hi there, should I call support?

BloodyL · 19-11-2006, 15:28

Ello,
I've been having speed issues with what has normally been a great connection, I checked out the modem logs for the signal levels and compared them to the figures in the sticky and they seem to be a bit off to me.

Downstream:
Downstream Lock : Locked Downstream Frequency : 586750000 Hz Downstream Modulation : QAM64 Downstream Interleave Depth : taps12increment17 Downstream Receive Power Level : 8.0 dBmV Downstream SNR : 24.7 dB
Upstream:
Upstream Channel ID : 2 Upstream Transmit Power Level : 38.0 dBmV Upstream Symbol Rate : 2560 Ksym/sec Upstream Frequency : 28784000 Hz Upstream Mini-Slot Size : 2
The thing is that I'm not losing connectivity yet, it's just hit and miss in regards to speed.

Should I contact ntl?

I would also be grateful of some tips as to how to explain to front line support that the issue is not with my PC or router as I've read stories here that they will run through the basics of trying the connection without the router etc etc.

Also, what's the best number to ring?

Many thanks for any help recieved.

BloodyL.

---------- Post added at 14:28 ---------- Previous post was at 14:06 ----------

Oh, forgot to mention that whenever I have serious issues with the conection the D/S light on the ntl:200 modem will flash randomly without any corresponding flashing from the ENET or U/S lights.

Toto · 19-11-2006, 16:49

Should you contact them?

If you think its faulty, then yes.

BloodyL · 20-11-2006, 15:58

Well I've just contacted support after the modem lost it's connection for a few minutes, the guy at the other end of the line told me there is a fault in my area,
ntlworld's service status page and the recorded message at the start of the call didn't mention any problems in the WA8 area.

So, where do I go from here?

---------- Post added at 14:53 ---------- Previous post was at 14:44 ----------

Just rung the service status line, that doesn't mention any problems in the area either.

Time to ring back.

---------- Post added at 14:58 ---------- Previous post was at 14:53 ----------

Gaaaahhhh!!!!!
They won't send out an engineer while there is a trouble ticket raised in the area yet I've been having intermittent quality issues with the line for a while now, I originally put it down to an old router, the problems still persist after replacing the linksys.

Toto · 20-11-2006, 22:41

If there is already an issue in the area, then they won't book and engineer. Keep hassling them though if the problem persists over a few days.

Maybe a kind ntl employee will contact you via a PM on this site and help.

BloodyL · 20-11-2006, 23:47

Yup, will give them a call again tomorrow if the downstream power/SNR levels are still poor, cheers.