Com error A002 and Blackouts!

JonPlatt · 06-02-2004, 20:42

Hello, im new so go easy on me if this has been reported before!!

I just got NTL digital TV, 600k broadband and phone line last Friday and things were going fine for the first few days until watchin the footie and the screen just blacked out for about 5 seconds and then came back on as normal. I thought it was a problem at their end but over the next few days it started to get more frequent. As well as this, a box keeps appearing quite often on the left hand side of the screen sayin 'Com error A002', and this freezes up the screen and stays for a few minutes. Its starting to get very annoying so i thought i would ask on here first to see whether anyone else has had this happen with them.

One more thing before i go, what is the common download speed for a 600k broadband connection??

Thanks for your time, please help if you can!!

Cheers Jon Platt.

MikeyB · 06-02-2004, 21:17

Not knowning much (anything!) about NTL digital TV cant really help, but that doesn't sound good, probably have to call for an engineer.

For your download speeds, go here for a speed test:
http://homepage.ntlworld.com/robin.d...speedtest.html
Should be around the 600 kbits/sec mark (according to my tests).
The one I just done ranged from 587 to 602

Cheers
Mikey

JonPlatt · 06-02-2004, 21:36

Quote:

Originally Posted by MikeyB

Not knowning much (anything!) about NTL digital TV cant really help, but that doesn't sound good, probably have to call for an engineer.

For your download speeds, go here for a speed test:
http://homepage.ntlworld.com/robin.d...speedtest.html
Should be around the 600 kbits/sec mark (according to my tests).
The one I just done ranged from 587 to 602

Cheers
Mikey

What does this download speed thing do, ive just done it and it listed some 128k speed thing but mine is 600k broadband?

Anyway it came up as 59 kbits/sec, 69, 107, 69!! Doesnt sound good compared to yours!!

MikeyB · 06-02-2004, 21:57

The "1st 128K" "2nd 128K" just refer to the blocks of data it is downloading for the speed test.

It simply times how long each 128K block of data takes to download, and works out your speed.

Here is what I get on 600K:
Fri, 6 Feb 2004 21:56:32 UTC
1st 128K took 1860 ms = 70469 Bytes/sec = approx 586 kbits/sec
2nd 128K took 1812 ms = 72336 Bytes/sec = approx 602 kbits/sec
3rd 128K took 1828 ms = 71702 Bytes/sec = approx 597 kbits/sec
4th 128K took 1875 ms = 69905 Bytes/sec = approx 582 kbits/sec

JonPlatt · 06-02-2004, 22:11

So basically mines really bad and somethings wrong?

Sociable · 06-02-2004, 22:20

Quote:

Originally Posted by JonPlatt

So basically mines really bad and somethings wrong?

First of all welcome to NTHW

Not necessarily.

The speed test simply measures the time to send 128k of data and calculates the transmission speed from that.

The results should be in the range 580 plus I think so take another look at the results so use copy and paste to post back a copy if they show much lower than that.

EDIT: A common problem is confusing the download speed in terms of bytes and bits as a 600k connection will usually downlaod data at about 70K Bytes max which equates to 600K bits. (approx)

JonPlatt · 06-02-2004, 22:25

Thanks for the welcome, dont know whether im glad to be here or not!!

Results as follows: (just rebooted my machine aswell, just to make sure)

Fri, 6 Feb 2004 22:22:55 UTC
1st 128K took 7300 ms = 17955 Bytes/sec = approx 149 kbits/sec
2nd 128K took 7140 ms = 18357 Bytes/sec = approx 153 kbits/sec
3rd 128K took 15270 ms = 8584 Bytes/sec = approx 71 kbits/sec
4th 128K took 15660 ms = 8370 Bytes/sec = approx 70 kbits/sec

Help!!

Kneebs · 06-02-2004, 22:30

Quote:

Originally Posted by JonPlatt

What does this download speed thing do, ive just done it and it listed some 128k speed thing but mine is 600k broadband?

Anyway it came up as 59 kbits/sec, 69, 107, 69!! Doesnt sound good compared to yours!!

If thats right, then there's something seriously wrong !! If you're broadband is through your set top box, then if you press the page up key, followed by the page down key, then the blue button, this will give you some info across 3 or 4 pages - the thing you're lookin for is QOS : (quality of service) - this should be silver for 600Kbps (gold for 1Mbps, and bronze for 150 Kbps)

EDIT - just seen your results, and just to check, you're not running any file sharing apps (kazaa, bittorrent winmx etc) are ya ?

Sociable · 06-02-2004, 22:31

OK thats way way bad for a 600k

Sadly from the other problems you are having it would appear the problem is down to the quality of your cable connection as both TV and Internet are playing up.

So looks like your first port of call will be Tech Support to check the connection and probably send out an engineer.

**Mick** · 06-02-2004, 22:44

Quote:

Originally Posted by Sociable

So looks like your first port of call will be Tech Support to check the connection and probably send out an engineer.

Incase you need the number... ntl:home STB Broadband support Number: 0845 650 0125 if your connecting from an ntl STB. ntl:home SACM support number: 0845 650 0121 if your connecting through a SACM (Stand alone cable modem). Reporting a fault with the STB itself... Call faults on 0800 052 2000.

HTH.

JonPlatt · 06-02-2004, 22:49

Quote:

Originally Posted by Kneebs

EDIT - just seen your results, and just to check, you're not running any file sharing apps (kazaa, bittorrent winmx etc) are ya ?

No, not running any of those. Did have Kazaa but got rid of it last week.

Thanks for your help everyone, ill have to try the Page up, page down, blue button thing and get back to you.

Sociable · 06-02-2004, 22:53

Quote:

Originally Posted by Dr. Plummer

Incase you need the number... ntl:home STB Broadband support Number: 0845 650 0125 if your connecting from an ntl STB. ntl:home SACM support number: 0845 650 0121 if your connecting through a SACM (Stand alone cable modem). Reporting a fault with the STB itself... Call faults on 0800 052 2000.

HTH.

Thanks Dr P didn't have that info to hand.

Memo to self: Set up some txt files with useful info for posts.

Sociable · 06-02-2004, 22:58

Quote:

Originally Posted by JonPlatt

No, not running any of those. Did have Kazaa but got rid of it last week.

Thanks for your help everyone, ill have to try the Page up, page down, blue button thing and get back to you.

Sorry to raise an alarming thought but I hope you are running a very good firewall and have Anti Virus up-to-date as the slow connection could be down to nasties having found their way on to your system via kazaa.

JonPlatt · 07-02-2004, 09:34

I have a firewall set-up, and downloaded some programs that check the system and it is fine. My thoughts are that it is a dodgy set top box and seeing as though my broadband is through my set-top box this could be causing it. Do you think that could be an explaination?

Sociable · 07-02-2004, 09:39

Quote:

Originally Posted by JonPlatt

I have a firewall set-up, and downloaded some programs that check the system and it is fine. My thoughts are that it is a dodgy set top box and seeing as though my broadband is through my set-top box this could be causing it. Do you think that could be an explaination?

Yes as we said earlier the fact you are also having problems with TV reception could well indicate this is the problem give Customer Service a ring using the numbers given by Dr P above and let us know how it goes.