New cable modem installation problems.

Azathoth · 22-02-2005, 18:31

I've used NTL broadband 750K via a Pace STB for the last couple of years. Due to the speed upgrades and that fact i might move to a freeview and BT setup for TV and phone sometime in the year i decided to move the broadband connection to a standalone cable modem.

The engineer installed everything and gave me the disc to start the registration process. I had obtained my pin number and username earlier from CS and the registration process had been completed and new email setup but the modem failed the check where it looked for the three servers. I phoned technical support who checked everything out and came back to say the yes everything was registered ok but that there was a problem at NTL's end with the registration servers try again in a few hours by powering down everything and booting up again. Well it's almost 8 hours later and my new email account is up and running via my STB broadband but i've still got no connection via the cable modem. Is there still a registration problem ? and should i give it till tomorrow before contacting technical support again ?

Raistlin · 22-02-2005, 18:33

NTL appear to have been having quite a few problems this evening with various servers. I would try again later / tomorrow and give tech support a call if you still get no joy.

There are a few of NTLs bod's that lurk in here as well, one of them may be able to help you further.

Chris W · 22-02-2005, 19:45

problems are still going i'm afraid

http://www.ntl-isp.ntl.com/ServiceSt...px?FaultID=281

Azathoth · 22-02-2005, 20:08

Thanks will give it another go tomorrow evening and hopefully things will work.Cross fingers.

Chris W · 22-02-2005, 20:13

Quote:

Originally Posted by Azathoth

Thanks will give it another go tomorrow evening and hopefully things will work.Cross fingers.

yup

problems should be all sorted by then

nfs6600 · 22-02-2005, 20:38

All was meant to be resolved by 15:30 today, but some users are having problems still. As Azathoth says, give it tomorrow. Or, rather than calling tech support check the server status page.

Azathoth · 23-02-2005, 17:37

My cable connection is still non-functional and i see that registration is still down according to the status page and that there has been no update on the situation since yesterday.

The status page has the following

New ntlworld broadband internet customers may currently be experiencing difficutly using the registration site. Also, newly registered customers may find that their service is not activated within the 10 minutes stated on the registration process. This is due to an earlier core outage. We would advise customers that they may have to wait several hours for their service to become active. Please accept our apologies for any inconvenience caused.

The problem is i would not describe a 30 hour wait as several. I actually registered yesterday but so far what ever happens after registration has failed to do so. Anyone got any inside information on when this should be fixed.

nostra · 23-02-2005, 17:42

have you rebooted your cable modem? this will be required once the cable modem goes active

however the cable modem is probably stuck in a pending create state due to the issues with the datacentre connection

as far as i was last aware there were several thousand cable modems waiting to be processed

sorry

Azathoth · 23-02-2005, 17:53

Yep rebooted earlier this evening but still no connection. I'm fortunate that i kept my STB broadband account open so i can use that but it still mean i'm currently paying for two connections. Hope NTL can start processing the backlog soon.

nfs6600 · 23-02-2005, 21:33

Hi all,

Just to shed some light onto the cable modem situation...

There is currently a problem with mac address provisioning on the while system. One of my work mates made call today and was informed that quite simply, the system is not updating. This includes modem swaps, registering etc. At the time there was currently no estimated fix time I'm afraid

ian@huth · 23-02-2005, 21:49

Quote:

Originally Posted by Azathoth

Yep rebooted earlier this evening but still no connection. I'm fortunate that i kept my STB broadband account open so i can use that but it still mean i'm currently paying for two connections. Hope NTL can start processing the backlog soon.

Is it normal for a customer to have access to broadband via their STB and a SACM at the same time?

Marge · 23-02-2005, 22:55

Quote:

Originally Posted by ian@huth

Is it normal for a customer to have access to broadband via their STB and a SACM at the same time?

No, not something that would normally happen, customers generally don't like paying for 2 connections when they can only use one of them lol

Azathoth · 24-02-2005, 16:35

Well still no connection. Although it's nice to know NTL are aware of the problem even if there is no date for a fix

Anyone know if i can claim compensation for not being able to use my cable connection?

I see the status page has updated from a amber intermittant fault to a red seriously borked fault

and the problem is on the front page of the Ntlworld site.

jrhnewark · 25-02-2005, 01:45

Took me two months to get my cable modem online!

Chris W · 25-02-2005, 01:46

Quote:

Originally Posted by Azathoth

Well still no connection. Although it's nice to know NTL are aware of the problem even if there is no date for a fix

Anyone know if i can claim compensation for not being able to use my cable connection?

I see the status page has updated from a amber intermittant fault to a red seriously borked fault

and the problem is on the front page of the Ntlworld site.

should now be working... if not, PM me the mac address of the modem because it is likely to be stuck half way through registration.