ntl home:120 hanging from today

[skipy]

same problems stops responding after 20 minutes

Modem model: home100
00 : D0 : 59
Nearest Town : Grimsby

[markknell]

Hi all

I called Support this morning to report this problem. The first time I got through I was told to call back when the problem was there as I had reset the power on the modem. I did say there were a number of people complaining with the same problem on Cable Forum and I had already reset the power twice in the last hour but he wasn't interested.

The second time I called, (three minutes later, although it was dead by then!!) I spoke to a support engineer who actually reads this forum and done a quick test communicating with the modem. He more or less said there is no point messing around as this would seem more than a one off. He has arranged an engineer to replace the modem later this week.

I've got to say the second conversation was much eaiser based on the fact he actually read this forum and he got a better understanding of the problems that are out there right now. Maybe all NTL support people should come here.

Wouldn't it be easier and cheaper for NTL to just roll back the recent firmware update ? Or have mis-read on that part ?

[JamShady]

I envy you, I had a charming conversation with "Gareth" this morning who proceeded to tell me that all was well, this disconnection issue is actually a feature believe it or not, and not a fault! In either case, my service is NOT compromised because I can reconnect by turning the modem off and back on again.

Yeah, tell that to my Xbox Live competitors!

He also said I should disable ZoneAlarm - like that would have anything to do with it. But no problem, I hate ZoneAlarm anyway, and as such have never installed it (well, I did years ago, but never used it since). He "knows" I'm using ZoneAlarm because he can't ping my machine - odd, pinging always works for me. But he managed to do a diagnostic on my modem

The diagnostic shows the modem rebooted itself 20 odd times, and I reset it about 40 times over the last 30 days (they can't pinpoint to the last few days apparently) - this is normal and certainly not indicitive of a problem.

Oh, and did you know, this firmware upgrade was done months ago, there's no reason there should be problems now.

Suffice to say, he would not book an engineer, or acknowledge any problem, and advised me to call customer services if I have a complaint

[markknell]

I would call back and hopefully speak to someone new. There maybe people that would moan about that suggestion for tying up the call centres but I think you have a valid problem. In my experience with NTL, you speak to one person and get one answer and five minutes later you get a different answer from someone else.

The fact you have to power off the modem to get it working again doesn't sound like a feature to me. Is he an idiot??

Good luck !

Originally Posted by JamShady

I envy you, I had a charming conversation with "Gareth" this morning who proceeded to tell me that all was well, this disconnection issue is actually a feature believe it or not, and not a fault! In either case, my service is NOT compromised because I can reconnect by turning the modem off and back on again.

Yeah, tell that to my Xbox Live competitors!

He also said I should disable ZoneAlarm - like that would have anything to do with it. But no problem, I hate ZoneAlarm anyway, and as such have never installed it (well, I did years ago, but never used it since). He "knows" I'm using ZoneAlarm because he can't ping my machine - odd, pinging always works for me. But he managed to do a diagnostic on my modem

The diagnostic shows the modem rebooted itself 20 odd times, and I reset it about 40 times over the last 30 days (they can't pinpoint to the last few days apparently) - this is normal and certainly not indicitive of a problem.

Oh, and did you know, this firmware upgrade was done months ago, there's no reason there should be problems now.

Suffice to say, he would not book an engineer, or acknowledge any problem, and advised me to call customer services if I have a complaint

[JamShady]

Originally Posted by markknell

I would call back and hopefully speak to someone new. There maybe people that would moan about that suggestion for tying up the call centres but I think you have a valid problem. In my experience with NTL, you speak to one person and get one answer and five minutes later you get a different answer from someone else.

Didn't have the time, I had to go to work. But I tried not so long ago, got through to a lady this time who was more accepting of the problem "since it's an intermittent fault, we HAVE to call an engineer out". Only problem was, she refused to do it unless I was sitting at my pc (I was in a payphone 'cos my mobile charges for 0800 numbers now).

Originally Posted by markknell

The fact you have to power off the modem to get it working again doesn't sound like a feature to me.

Oh no no no, you misunderstand. The modem resetting itself 20 times is perfectly normal, it's "housekeeping", keeping itself nice and tidy.

And me turning it off 40 times in the last month is normal too. Most people turn their modem off at the end of the day. Nope, nothing unusual here.

Except when you consider the fact I never turn anything off. My router, modem, computers, monitors, everything, stays on 24/7! The modem has only started resetting itself in the last couple of days - it's definately not housekeeping. And I am forced into turning it off and on to get it working again. 60 resets in a week is a bit much, but no no, this is averaged over 30 days. Sorry, normal behaviour, no fault, go away

Originally Posted by markknell

Is he an idiot??

I leave you to draw your own inferences - but I'd definately say YES!

[Donkey Rhubarb]

Yo,

Ive been having the same problems as you guys. Got the ntlhome 100 modem.

The thing keeps cutting out after x mins. Getting on my tits. Seriously considering changing company.

Dont suppose there are any good alternatives?

[gripper103]

So glad I'm not the only one having this problem,been driving me nuts,one minute its hunkydory,the next nothing.
I think I'll try phoning CS to see what sort of response I get,have already emailed using the facility on the board,perhaps everyone else should do the same,that would be fun for them

[Oven Chips]

A bit of an update for you all.

Ntl: will be taking corrective action mid week. I will have a definitive statement on "when" on Wednesday AM 25th January 2006.

Thanks for all the info so far. At this time we don't particularly need any more MAC Address / Location info.

Peter

Thanks for the update Mr Chips.

[mcmanic]

fingers crossed then.

[GriBBsY]

Many thanks for looking into this Mr Chips

[deadite66]

thanks for the update oven chips.

[dasentity]

Originally Posted by Oven Chips

Hopefully a Moderator will spot this, and vouch that I am posting from an ntl: IP, and may be aware of who I am.




Please can anyone who believes they are affected by the issue of 100/120 Modems locking up post the following information in this thread:

Modem Model - 100 or 120 *
First 6 characters** of your MAC Address on the label underneath the modem they will be 00:d0:59 or 00:02:8a
Where you are ie nearest large town, etc.

Some further requests:


* Please do not provide details unless you are using a 100 or 120 modem.
** Under no circumstances post the last 6 characters

modem model 120
well mine is MAC 00:02:8A
Poole Dorset
been locking up for @ 3-5 days and lucky to get over 5.5 mb
fone tech support and they said that my line was noisy???

thanks in advance

Das

[bugheadcjd]

Many thanks for update Mr Chips.

[joggerspark]

Thank you very much mr. oven chips.