NTL connection grief.

[Gar]

Connection: NTL 2mbit
Location: South Wales

Problem: Constant and sporadic slow downs.

Basically I've been having the problem for about four or five days now. At times my connection speed is great, running as a 2mbit connection should (200k+ speeds). Then at times the connection will stop responding, even if it's in the middle of loading a web page or downloading a file. As a gamer it is very annoying to get disconnected from gaming servers over and over again(world of warcraft, for example). Sometimes the slow downs last for up to a minute, sometimes shorter, but this is a CONSTANT thing. The slow downs occur every minute or so.

I have contacted NTL customer/tech support twice now and both times they tell me that my connection is fine, that they are getting a strong signal from my modem, etc etc. Clearly there is a problem here, this has never happend before.

I use a Terayon TJ210 cable modem via a USB cable. The fact that I use USB shouldn't be a factor because I've been using the same modem through USB socket for probably over three years now.

I've tried disconnecting the modem, using different sockets, playing with connection settings... I've even tried reinstalling windows all together.

Any help would be greatly appreciated. Thank you.

[jem16]

I've just been helping a friend over the last two weekends - same modem as you, exactly the same problem. They were also using USB but I've changed them over to ethernet and the problem is still there.

When you do Robin Walker's speed test, it's quite interesting. You could do 4 straight tests and get correct speeds, then the next will just slow down.

I've advised them to push for a replacement modem.

[Lid230]

I have been looking round for information about this probelm, as i have exactly the same problem, i also live in south wales, in cardiff what about you? im on 2MB and have the same cable modem as you only difference is im using ethernet not USB but i still have the same problem.

I have conntacted NTL and im waiting for a reply so if i get anywhere i will let you know.

[jonbr]

I had the same problem with a Terayon modem. When I loaded the modem heavily (s/w update/donwload) the modem would go offline briefly and reset. After that it would be ok for a short while and then go again. I called NTL, and they tested it and all was ok so I said hold on while I start a s/w download and asked them to test it when the modem went offline. The sent an engineer with a new modem the next day and every thing has been fine since.

[Lid230]

When you say the modem went offline an reset do the lights go out like if you were to reset it, as when it happens to me all the lights on the modem seem normal, its just it has gone down.
If your problem is the same as mine, i will ring up and see if they will replace the modem.

[Gar]

Hey guys, nice to see replies so soon.

In answer to that question, my power light, Cable light, and PC light (when the PC is on) all remain on. The problem itself doesn't affect those lights at all. When I get the slow dowsn the 'Data' light stops blinking for a while.

[jem16]

Originally Posted by jonbr

so I said hold on while I start a s/w download and asked them to test it when the modem went offline. The sent an engineer with a new modem the next day and every thing has been fine since.

That's a good idea - I'll pass that on to my friend.

My first modem with NTL was a Terry, and it died in just the way you have been describing. It may be tricky, while the problem is still intermittent, but you need to get them to send you a tech with a shiny new modem.

[Gar]

I've phoned support four times now and they keep telling me that there isn't a problem on their end. I've explained the problem so clearly to them and I've even requested an engineer to come around twice now. Each time they tell me that my connection is absolutely fine and should be working perfectly.

I am so frustrated right now.

[bongman_uk]

Originally Posted by Chris T

..........with a shiny new modem.

nah, you want a blue one

NTL:250 ftw

Originally Posted by Gar

Each time they tell me that my connection is absolutely fine and should be working perfectly.

I am so frustrated right now.

Lots of things in this world should happen, explain that you are not interested in what should happen, only what *is* happening, and that you want an engineer to check/fix the problem.

btw, regardless of this, I would swap from usb anyway - it's by far a worse way to connect.

Originally Posted by bongman_uk

nah, you want a blue one

NTL:250 ftw

Weren't any blue ones back in my day ... the shiny one was the mutt's nuts.

Originally Posted by Gar

I've phoned support four times now and they keep telling me that there isn't a problem on their end. I've explained the problem so clearly to them and I've even requested an engineer to come around twice now. Each time they tell me that my connection is absolutely fine and should be working perfectly.

I am so frustrated right now.

Gar, we can escalate your complaint to a contact we have in NTL's management for you if you like. If you want to try this option, please send me a private message with your real name, your account number and a contact phone/email address, and I'll forward it. (I'll also delete the PM from my nibox once we're finished!).

[Lid230]

I got through to NTL on tuesday and they tested the line and said it was fine and after asking me loads of silly questions and me telling them its been going on for weeks they are sending an engineer out today, only problem is last night it seemed to be working ok. Which is typical

[Lid230]

Right problem solved the engineer came out and changed the modem straight away and said they have been having loads of trouble with the teryon modems as they are now updating things ready for 10MB and even if you arent due to go onto 10MB yet (im not) it has a bad affect on the teryon modems. So anyone having this trouble ring up and make them come and change the modem and you will be sorted.

Hope that helps you all

Lid