Speed problems in Luton

[James Henry]

Originally Posted by Gizzy

A genuine letter to NTL:

That's been doing the rounds since the 90s at least, addressed to various companies and customised according to needs. It's about as genuine as a survey showing ntl coming top for customer service.

---------- Post added at 15:01 ---------- Previous post was at 15:00 ----------

Originally Posted by Gizzy

It's great that you are happy with a substandard service

Quote from customer concern at ntl: "well im sorry but to tell you the truth you would be better with adsl in your area if you can get it, we have so much hassle in your area that it's not economically viable to fix it, it's a physical cabling problem"

Steady on old chap. His service works pretty well. Feeling a bit frustrated that you spent days faffing around shoving stuff through proxies trying to blame them for RF faults mebbe? These faults can be very very granular indeed. Your next door neighbour could be fine while you're munted, although obviously in this case that's not really true.

The fact they can't be bothered to maintain their plant and resolve the network issues is absolutely astonishing. Have you considered speaking to trading standards, the DTI and your MP about this? The admission above is a bit of a smoking gun to be honest, that they know the service is broken but refuse to fix it is an admission that they are selling a service not fit for purpose. Take them to the cleaners to be honest mate, them saying the above is pretty firmly extracting the urine. Do you have this in writing?

[hardtarget]

i ran a speed test and got these,

Download speed: 4148 kilobits per second,
i just got upgraded to 10mb about 45 minutes ago,

[68th]

I still cant play my games!! or get on Teamspeak properly! This is worse than dial up and seems to be going on forever.

Someone phone watchdog up and lets get this on tv!

[Luke Gibson]

Sorry to say to all but I have finally given up with NTL due to 13 calls to Tech support and constantly being told either there is NO PROBLEMS in the Luton area or that there are problems and that I should call back in a few days for an update. When I do call back they are then oblivious to any faults and say that they is no problems....grrrr

I have now cancelled my contract with NTL and am looking at an alternate ISP. I HIGHLY recommend that if you have been with NTL for more than 12 months then you follow suit and move to a 'better' ISP, as in anyother ISP is the country...

...if 10 people leave that should sting them a bit financially as much as they have been stinging us!! if more leave then perhaps they will re-consider there approach to Technical Support...

[Chrysalis]

Hmm I wish someone would admit what Gizzy said about Leics

Leics is same has poor cabling and we all knows the reason it isnt upgraded is because its "economically unviable".

[James Henry]

Originally Posted by Chrysalis

Hmm I wish someone would admit what Gizzy said about Leics

Leics is same has poor cabling and we all knows the reason it isnt upgraded is because its "economically unviable".

Not the same. Issues on Luton are relating to noise, probably from MATV, Leicester doesn't have noise issues. There's a difference between network being too noisy to support the service properly and it just being physically incapable of it.

Ditto segmentation. Fibre not running too deeply and SCGs being too big isn't the issue with Luton.

Don't let Stu catch you saying the network there is noisy

[Chrysalis]

excess noise is picked up on modem stats?

[James Henry]

Originally Posted by Chrysalis

excess noise is picked up on modem stats?

Noise is nearly always an issue on upstream path, obviously a modem doesn't have visibility of this only people at ntl would, and sadly it seems the majority of people get to speak to someone in Bangalore who wouldn't know how to identify a modem fault if the (basic) instructions were drilled into their skull.

[scorpy]

I got round to phoning ntl today to sort it out.
The nice chap did a remote test on the modem but could not find anything wrong so he then said we can send an engineer round tomorrow to have a closer look. I thought fantastic what a service and said yes by all means send an engineer so I can get this sorted. But I was stopped dead in my tracks by the next comment the nice ntl chap said.He said that if the engineer could not find anything wrong with the modem he would charge me £25 for the false call out..

Sods law it's gonna behave itself when the engineer comes.

[Rik]

Apart from the blip i had a few weeks ago, my connection is absolutely brilliant, no problems at all to report here, all protocols working flawlessly.

Im located in Hemel Hempstead, and get routed via Luton.

Keep up good work NTL!

See they do have some satisifed customers

[Smithers]

Looks to me like they have now fixed the problem, hooray.

My VNC access seems fast now and doesn't blow up, FTP not via IE is back to full speed to and I expect the quality of my game connection will be better when I try it tomorrow night.

I've removed the proxy workaround and all seems good.

It was still dodgy Tuesday night so was fixed Wednesday or today. So thats 6 weeks of very poor service - I'll call them tomorrow and see if they would like to offer me some money off as the latest bill has the tech support call on it grrrr

Thanks to everyone for badgering them to get this fixed and for everyone's constructive comments

EDIT Just did the speed test I'd previously used...zero packet loss from servers on all continents