[Merged] Connection Issues (Dropping)

[leeswin]

what does it take to convince the tech line that my modem may be dying??? it appears to have some form of internal routing issue ay random times. The connection light between the pc and modem is static and the cable light is static, however the internet just stops at random intervals.

now having explined that when I phone the help line to explain this all they keep doing is trying to ping my pc and cant , and whats there excuse?? i have a firewall up, oh dear me!!!! they dont belive me when i tell them its down.

as i tried to explain if it is a internal routing issue then they wont be able to ping my machine will they?? can someone help as you have this before?? as its taken me 12 reboots to get on line and the lat funny thing is they send me a questionaire to find out about the service, ive been to frightend to send it in lol as i know it will go again.

[Paul K]

Ring up and tell them that you have contacted them numberous times with the fault and that if they can't arrange an engineer call out or modem swap you will be ending your contract with them and will go elsewhere for broadband.

[Gar]

I'm having the exact same problem. My Cable and PC lights remain on and constant, but every minute or two the DATA light will stop blinking and everything stops. I can't browse, I can't download, i can't game, etc. I phoned tech support 6 times before I was able to get an engineer out.

Speaking of which, he/she should be around any time now. I'm just waiting.

What modem do you have? I have the Terayon TJ210.

[Derek]

I have had the same problems for the last few days and managed to get an engineer booked pretty quickly.

1st up I called on Wednesday night as it had died completely. Spoke to someone in the Indian support who was OK and got me back online fairly quickly. I mentioned about the dropouts I had been experiencing and he asked me to monitor it.

Yesterday it was dropping out every 5 minutes so I called again and spoke to someone in Wales who checked the modem and noticed the SNR was causing a problem (I think mentioning I used to work for them and had checked all the basics helped!) and arranged a visit for tomorrow afternoon.

I was offered an afternoon today or morning tomorrow as well. So if everything goes according to plan and he turns up and fixes it then it'll be a big to Ntl from me.

[bugheadcjd]

Hi,

I have upgraded from a 2mb connection to 10Mb. I have a NTL Home 100 modem (ambit) that has the latest firmware and a speedtest done at adslguide.org.uk confirms that it is running at nearly 10Mb.

When just browsing web pages etc (when the connection is not under much load) the connection is fine (modem not rebooting), however, when I start downloading something big and put some load onto the modem (e.g. ftp'ing or bittorrent etc) it keeps rebooting approx every 10 minutes or so.

I live in Leicester and I know there is quite a bit or network upgrade work going on there, but it seems strange that the modem only starts rebooting itself when it is under a heavy load.

I've emailed NTL with all my signal levels etc to see what they say.

I don't know if it's a signal level problem or the modem on it's way out, any ideas?



Chris.

[Derek]

Seems to be happening to a few people.

http://www.cableforum.co.uk/board/sh...ad.php?t=38436

I know I've had an almost identical problem on a 120. And thats still on the 3MB config.

[Jon M]

Topics merged

[ssdd]

Originally Posted by bugheadcjd

Hi,

I have upgraded from a 2mb connection to 10Mb. I have a NTL Home 100 modem (ambit) that has the latest firmware and a speedtest done at adslguide.org.uk confirms that it is running at nearly 10Mb.

When just browsing web pages etc (when the connection is not under much load) the connection is fine (modem not rebooting), however, when I start downloading something big and put some load onto the modem (e.g. ftp'ing or bittorrent etc) it keeps rebooting approx every 10 minutes or so.

Getting the same here as well, same modem and firmware, Nottingham area.
Don't think these modems can handle the load

[Derek]

Originally Posted by ssdd

Getting the same here as well, same modem and firmware, Nottingham area.
Don't think these modems can handle the load

Well I'm getting the issue on a 3Meg config. And the problems started about the same time the upgrades started

Coincidence or magic? You decide.

[leeswin]

Originally Posted by Gar

What modem do you have? I have the Terayon TJ210.

Oh dear I have the same modem here, it (from what I remember) this prob started around the 3mb upgrade time, but cant remember that far back LOL. Having dealt with networking before it appears to me the same type of prob as an internal "routing" issue with the data however, I dont know enough about these modems to say.

Yes i spose it could be the modem having trouble with the load but i would have hoped this has been tested.

I live in swindon anyone near having this issue, or any simularities we can put together maybe??

however we got further now that the last 3 months on and off of phone calls because one min it works then it dosent.

Lee

[Derek]

Originally Posted by dezzo

I was offered an afternoon today or morning tomorrow as well. So if everything goes according to plan and he turns up and fixes it then it'll be a big to Ntl from me.

Well guess what? Its all gone to ****

I had spoken to two people in Wales regarding the fault and the 1st one who diagnosed a problem with the SNR passed me onto someone with SMS access to book the engineer. The 2nd guy does this, takes contact numbers and gives me the work order number. So all good so far.

Then Saturday comes...

First up I miss the footy as I'm waiting for the engineer (actually that is probably the best part of this)

So I sit in and wait. Wait some more and then wait some more again.

Finally about 4:45 I call them and speak to someone in the Bellshill office who checks my account to see that there are no maintenance orders or faults on my account.
He sounds pretty well clued up and check the history to see if any have been cancelled (nope)
He also checks to see if there are any notes in Sabs or Onyx (again nope)

So 1 of 3 things has happened.

1: The person I spoke to in Wales didn't bother his a**e to do anything. Although why he would go to the bother of making up a fake reference number is beyond me.

2: The appointment mysteriously dropped off the system.

3: The guy in Bellshill decided to lie to me to brighten up his Saturday and cancelled the tech callout. Even less likely than 1 and 2.

Either way I'm very unhappy with the whole way this has been handled and am seriously considering telling them exactly where the account can go.