ntl broadband activation help

seniad · 21-01-2007, 01:20

On Friday I had ntl broadband installed.
The engineer had very little to do as cable was previously connected to property.
It took him about 10 minutes.
I ran the installation cd ok, but got error message half way through, so phoned technical support who ran through the online NTL autoreg. etc. but I continuously get the message 'unable to activate cable modem a/c'
I spent all afternoon on the phone 'to india' with technical support, spoke to 5 different people..
The last person assured me it would be activated within 24hrs..but still not working. Each person put me thru the same process and got nowhere.
I wondered if it is NTL's procedure to activate the modem immediately or do you usually have to wait for a few days..or does it even need to be activated ?
Would be grateful for some advice or similar experiences.
Thankyou.

MovedGoalPosts · 21-01-2007, 02:07

to Cable Forum

Normally the modem connection should be there within a very short while of installation. However if ntl have messed up and you r modem isn't properly registered, you will have problems. Faults should however be able to confirm if your modem is correctly on line or not.

As for the setup, you don't in fact need the CD, unless you are using a USB rather than ethernet connection. Is your ethernet card properly enabled? I assume you are posting using a dial up account. You must remove any other internet settings, including anything that tries to use a dial up modem connection.

Have a look at this thread http://www.cableforum.co.uk/board/sh...php?t=33602415. Make sure you are powering the modem off whenever you swap over the ethernet cables.

seniad · 21-01-2007, 13:13

Thanyou very much for your reply to this.

The computer I am using is a brand new Dell, which has never had any internet connected. I am using my old computer for dial up internet.

I am using an Ethernet connection.
I have already run thru the process of switching off and on the cable modem and pc.

When I go on to..autoreg.autoregister.net onscreen instructions, this is what has been happening:-

I enter serial number - ntl-ct8-cj486
I enter PIN no and username
Then all personal details come up, my name address etc. including the MAC address.
then terms and conditions etc..

Then registration info. appears, my username and a password is given.

It is at this stage when I try to continue the message 'unable to activate cable modem a/c' appears and I can go no further.

I have tried with and without a firewall activated.
I used the cd once and think ntl settings were installed ok from this.
I have checked the ip address..ntlworld.com and there is nothing ticked in LAN settings.

I think the problem is with NTL..

Perhaps I should just cancel within the 30days and go somewhere else if it is going to continue to be so troublesome.

Thanks again.
SD

Paul K · 21-01-2007, 13:20

You'll probably find a quick call tomorrow will sort it out, it's possible that the modem hasn't been set against your account properly.

MovedGoalPosts · 21-01-2007, 13:21

Sounds Odd, your computer seems to be able to connect with the modem correctly, otherwise you wouldn't be able to get some of those messages.

Looks like the modem isn't able to connect properly to the network. That may be because it isn't registered properly with the ntl databases, or alternatively the cabling to your property isn't getting the right signal strengths through.

This needs someone who knows how the modems speak with the network, and it sounds like the normal broadband support people are rather confused.

I can escalate this with our ntl contacts if you wish. Please PM me some details (account name and number, address incl postcode, daytime phone number, email address).

seniad · 21-01-2007, 14:55

Hi Rob

I would greatly appreciate if you could escalate this with your ntl contacts.
I know I will get nowhere if I phone tech support again.
The cable was already connected to this property by previous occupant..I assumed it was ok..but could be the problem
Would you just confirm how I should send my contact details etc. to you..
by email or private message on this forum?

JD

Paul K · 21-01-2007, 15:00

PM is best as it allows the team member to keep track of the issue and its' progress.

maverick · 21-01-2007, 15:02

This sounds like an issue with your account set up on the registration database,contact tech support to get this order completed.

seniad · 21-01-2007, 15:05

OK, thanks everyone for your advice.
I'll use Private Message.
JD

MovedGoalPosts · 21-01-2007, 16:01

Details received, and will be forwarded. Please keep the forum updated

robf · 22-01-2007, 09:22

I had a very similar problem - the words "quick phone call" are a joke. Took me hours of being passed around from operator to operator.

When it was finally sorted - they got the modem working but screwed up the billing.

My experience of NTL is that adding new services or changing services has NEVER gone right first time. Once things are working then it's generally A+

seniad · 22-01-2007, 12:49

Yes, I have to agree no such thing as a 'quick phone call'

Anyway, I have to say a big THANKYOU to everyone for your help, as on this occasion NTL have been A+ and my problem is now solved.

I had a call this morning and it was up and running within 15minutes, so I am very pleased indeed that I got in touch with the forum.
You saved me from another stressful day on the phone !

Very many thanks
SD

MovedGoalPosts · 22-01-2007, 13:57

Pleased we could help

mahone660712 · 28-01-2007, 14:23

i've simmilar issues with ntl. the alarm bells should've been ringing when they couldn't find all the details from my online application.i applied for 4mb on special offer, ended up having to do it by phone, was told that it would come through to me at full price but just to change the price & say why...more alarm bells but still i gave them the benefit of the doubt. instalation day came engineer arrived on time didn't need to do to much as equipment was already here from a previous occupier. ran the set up disc couldn't finish it, wouldn't let me past the pin number/surname page...muted alarm bells this time...rang customer services who gave me a new pin number...so off i go to try again....you've guessed it got stuck at the same screen grrrrr!!!!. got through to tech support who went through the usual things first, then started taking me through the set up on line & we got stuck at the pin number/surname page it turns out customer services hadn't changed my pin number to the new one they'd just given me & to cap all that they'd spelt my surname wrong somewhere along the line....alarm bells are still ringing in the back ground...while we were going through the online reg it was really slow. it now turns out they've set my speed at 2mb even though i requested 4mb & i'm paying for that & i'm probably not even getting near to 1mb. if i could have got telewest in my area i would've, so it looks like i may have to persevere....& buy some ear protectors for the alarm bells that seem to be constantly ringing.