What is error code 11 - no connection

autumnkat · 22-06-2006, 20:31

HI, i am typing this on behalf of my friend who has NTL. She has no internet connection, hasn't done for two weeks. She has been with NTL for over a year and has set top box and ethernet connection. Well two weeks ago her computer wasn't connecting to internet, she she phoned NTL, who went through usual checks (wires, cables etc) and even uninstalled and re-installed NTL, still with no luck. I took my laptop over and tried installing it, and it said same as hers, no connection, error code 11. The technical came out, and said it was her computer that was causing problems, but we said to him, it can't be, as same was happenin on my laptop. He was mistified and told her she should call back NTL!!! (Very useless technician!).

So we are stuck with this error code 11 - no connection to internet!!

Any ideas anyone, as its drivin us mad phonin NTL all the time!!

KAT X

jellybaby · 22-06-2006, 20:38

If you do 'page up' 'page down' and press the blue button on the remote control you should get a network status page.

Go through it and see what the QOS says.

Marge · 22-06-2006, 21:02

Whereabouts is this error message showing, on the PC or the STB?

Chris W · 22-06-2006, 21:04

error code 11 is from the broadjump installation cd iirc, but i can't remember what it means

a different laptop wouldn't work without being provisioned for access anyway... can make things confusing!

Using an ethernet connection, or the ethernet to USB adaptor?

nadeem · 23-06-2006, 09:58

Why do ppl use ntl broadband installation cd to setup their connection. I've always manually setup my connection.

grandmaster · 23-06-2006, 10:22

Quote:

Originally Posted by nadeem

Why do ppl use ntl broadband installation cd to setup their connection. I've always manually setup my connection.

Because not everyone has the confidence to tackle things manually..

---------- Post added at 11:22 ---------- Previous post was at 11:19 ----------

Go to the computer and click start then run.

In the run dialogue box type in CMD and press enter or click ok

In the big black box that appears enter IPCONFIG.

What ip address in is there?

autumnkat · 23-06-2006, 13:33

HI, we were told by NTL to delete all NTL files from computer and re-install using disc (after a very difficult conversation with a chap with a very limited english accent). We did all that, then they annouced that that there is a very weak or no signal from her set top box, only enough for her to get channels, but not broadband, so looks like its problem their side!!
Will keep u posted, and thanks everyone for your help and suggestions,
KAT

---------- Post added at 14:33 ---------- Previous post was at 14:29 ----------

Reply to Marge: error code is during installation set up.
Reply to Chris H : Its an ethernet, through USB adaptor connection.
Reply to jellybaby: sorry couldn't get what you suggested to work?

autumnkat · 27-06-2006, 11:46

HI, the technician has been out again and he has said it is a computer problem and suggested a very risky uninstall and re-install of windows xp! No internet user I have ever used has suggested removing an operating system to solve the problem as this is very risky indeed.
Before this, I did usual diagnostic, checked wires etc, and removed any drivers that may have caused problems, and tried, without success to re-install NTL. Everything I did, suggested there was a connection problem and not a computer problem and I had back up from an internet friend who went through checks with me.
Is this really going to solve the problem?
We are trying it now, so wish us luck
Thanks again,
KAT X

---------- Post added at 12:46 ---------- Previous post was at 12:44 ----------

Reply to jellybaby: sorry couldn't get what you suggested to work, sorry forgot to add that remote control has been lost, so could not try this out, thanks though

Sumanji · 27-06-2006, 22:12

Quote:

Originally Posted by nadeem

Why do ppl use ntl broadband installation cd to setup their connection. I've always manually setup my connection.

Sorry off topic:

How do you do a manual install? I have cable coming on Thursday and I hate install CD's :p@D

Cheers,

Suman

autumnkat · 28-06-2006, 18:33

Right, I have update, have established it is a pc problem, took my lap top over and disbled my wireless on it, and was able to install ntl no problem, so my mate is borrowing my laptop.

THEREFORE, there is a broadband signal, but we can't get it on her pc.

I have tried manually - i.e. internet connections>setup>connect to internet>set up connection manually>connect to a broadband connection that is already on ..... etc, but still get 'no page to display'.

Also gone to her network connections and disabled wireless too, (well figured worked for my laptop) , but this didn't solve problem.

My guessin is that it is either something to do with IP address, or NTL was not fully uninstalled (i think it was, coz we did it from add/remove programs), or some rogue file or something. Done virus check too, and still all we get is
Error 11 - no connection to ntlworld.pop , then it asks to retry.
going stright to internet explorer, all we get is 'no page to display'

Can anyone shed any light?

Cheers again
KAT X

---------- Post added at 19:33 ---------- Previous post was at 18:30 ----------

UPDATE: ERROR READS: Failed to open a connection with pop.ntlworld.com
Error 11

No sure if this helps

cheers

Marge · 28-06-2006, 19:35

Do you know what IP address your friend gets when they are trying to access the internet, also the error message 11 seems to relate to Email which shouldn't have an effect on the internet. Has your friend got any firewall/anti-virus would go be stopping them getting online?

autumnkat · 28-06-2006, 19:57

Its an 80.X.XXX.XXX IP address and we've uninstalled anti virus and turned off windows firewall.

---------- Post added at 20:57 ---------- Previous post was at 20:46 ----------

oops sorry, had bold and italic on there lol!!!

Sumeet · 29-06-2006, 07:30

Hi
If u are getting a 80.x.xxx.xxx IP Address then its an NTL Network IP Address...
Can u get the exact IP Address???
And do you get different IP Addresses on ur Laptop and her PC or its the same IP Address???

And just try the SAFE MODE WITH NETWORKING on the PC....

Sumeet

autumnkat · 29-06-2006, 10:17

Same IP address on laptop as on pc so must be NTL network address. We are gettin to the point now where we tempted to wipe the hard drive, and start afresh. No one on any forum has been able to solve the problem, but thanks to everyone who replied, if anyone does manage to get lightbuld above thier heads on this one, will be well appreciated, thanks loads though, KAT

tievolu · 29-06-2006, 13:29

When connected (as in, when you've got a 8x.xxx.xxx.xxx IP address), run "ipconfig /all" in a command window and post the output here. That may shed some light on things.