Why can't NTL fix my problem?

Bludger · 02-09-2005, 14:44

I reported my problem on 18th August. Pretty straight forward, the Receive light is solid but the Send light is flashing. Ok, so there's a problem with my upstream, even I can figure that one out.

An engineer gets booked and can't come out until 23rd August. Fair enough, I can survive for 5 days with no broadband.

Engineer turns up, replaces box on outside of house (ooh, that's really old was his remark) and decides there's a break in the cable between house and little green box. Books the "Cable guys" to fit a new cable. Never mind, I can survive 13 days with no broadband.

Cable guys turn up on 31st August, spend an hour trying to pull a new cable through and then give up. The road needs to be dug up they tell me and then quickly disappear.

Well, I decided to ring NTL today and find out when the road is due to be dug up. Guess what, they didn't know anything about it. Bangs head against wall and pokes eyes out with a sharp stick.

Your call doesn't seem to have been updated sir, what lights do you have on the modem? I explained I have the same flashing Send light that I reported 15 days ago. Ok, he says I'lll need to book an engineer for you. No, no, no I explain. The engineer has already been round and so have the cable guys and I need a new cable. Just ask the guys who came round last Wednesday for an update, they'll tell you.

Another long wait on hold and then he tells me the cable was replaced. Hmm, funny how it's still not working and they told me a different story when they came round.

I now have ANOTHER engineer booked (yes, another week to wait) and what's going to happen? Will I be surprised if he turns up and works out that he can't do anything because the cable needs replacing? Yes, I knew that ages ago.

What do I have to do to get my problem fixed?

DocDutch · 02-09-2005, 14:50

hey it sounds like me at the moment

dont you just love it most of the time it works but when it breaks it does so properly and NTL (no offence to the helpful people here) are clueless.

I'm happy with NTL itself and wouldnt leave for something like this but just call CS and explain to them at the moment as my connection has been bad for a while now I've managed to get a 2 month refund

marky · 02-09-2005, 14:57

Try using cable forum & ntl responsetek system ive heard it works

http://www.cableforum.co.uk/board/index.php?

Bludger · 02-09-2005, 15:14

I totally agree Levig. When the service works it's excellent but when it doesn't you're in for a long wait. I've also been happy with NTL for a long time (had broadband since January 2001) and wouldn't consider switching to another provider, I'm sure they'll get there in the end, they're just a bit slow and un-cordinated sometimes.

Saneboy13 · 03-09-2005, 07:44

[QUOTE=Bludger]I reported my problem on 18th August. Pretty straight forward, the Receive light is solid but the Send light is flashing. Ok, so there's a problem with my upstream, even I can figure that one out.

Umm, don't wish to be critical here, but what's the problem?

The lights are doing exactly what they should do

. The SYNC and RDY lights should be SOLID, the SEND light should FLASH when data is being passed back through the Network!

patrickp · 03-09-2005, 11:03

[QUOTE=Saneboy13]

Quote:

Originally Posted by Bludger

I reported my problem on 18th August. Pretty straight forward, the Receive light is solid but the Send light is flashing. Ok, so there's a problem with my upstream, even I can figure that one out.

Quote:

Originally Posted by Saneboy13

Umm, don't wish to be critical here, but what's the problem?

The lights are doing exactly what they should do

. The SYNC and RDY lights should be SOLID, the SEND light should FLASH when data is being passed back through the Network!

That's what I thought - but shouldn't his Receive light flash as well, rather than being solid? Even when I'm downloading, both lights flash rapidly, but neither is ever solid.

Saneboy13 · 03-09-2005, 11:11

That's what I thought - but shouldn't his Receive light flash as well, rather than being solid? Even when I'm downloading, both lights flash rapidly, but neither is ever solid.[/QUOTE]

But wouldn't that suggest something other than an upstream issue? If he is having a D/S light on constant, then he is getting continual data coming in! I know it's difficult to diagnose from anywhere other than sat infront of the modem, but I can not see it being an upstream issue.

johnwileqs · 03-09-2005, 11:34

come on cp he's got a motorola

Saneboy13 · 03-09-2005, 11:37

Well that makes all the difference then

And why aren't you watching the GP qualifying, big man?

johnwileqs · 03-09-2005, 11:51

i am, it's just finished

Bludger · 05-09-2005, 07:55

Yep, well deduced. It's a Motorola Surfboard modem. Receive light goes solid when downstream locks on, Send light goes solid when upstream locks on and finally the Online light comes on, but not in my case :-(

HornetUK · 05-09-2005, 08:01

My ENET, U/S and D/S lights flicker constantly SYNC & RDY on permanent.

Is that right out of interest?

Cheers

nfs6600 · 05-09-2005, 09:07

*sigh* yet another story of cable pullers of ntl not completing the job. They work on jobs completed, so get as many done as they possibly can. It wouldnt surprise me that when the service tech attends they havn't even jumpered the new cabe up in the cab.

Bludger · 06-09-2005, 08:08

Well they told me they couldn't get the new cable through but they told NTL that the cable had been replaced. Who did they lie to?
I'll find out tomorrow when the engineer turns up.

Maybe I should just waste 70 quid and get my BT line connected. At least then I have the option of switching to ADSL next time I get completely screwed around. It really is NTL's last chance to sort it out tomorrow, they reckon they've put a special priority flag on the call so that it will definitely get sorted whatever it takes, not sure I believe that one but we shall see !

jaycee · 07-09-2005, 11:19

If they haven't connected the cable in the cabinet, he'd not even get a Downstream on light. This is a return path issue.

Bludger, do you have a Digibox ? Is it's modem light flashing ? My guess is they've pulled one length of cable for both services, and he's too far away from the cabinet for it to work.