NTL Broadband registration woes

jamesf · 22-09-2004, 14:06

Hi

Got my 300K broadband installed yesterday and am unable to register. Have spoken to tech support who directed me to the autoregister site but I still get "modem not recognised as ntl modem" errors.

Tech support then realised it was an open issue and couldn't tell me when it would be fixed.

From the looks of the network status archive there have been lots of similar periods when new users haven't been able to register. Apparently this one is to do with particular MAC addresses of the modems not being identified as NTL ones. The open issue was opened on the 14th september and is marked as ongoing. Was wondering if anyone knows how long these things take to get fixed as its obviously an ongoing problem?

James

22-09-2004, 15:05

I had to register a MAC addr to my modem earlier today. I managed to to do that part of the registration but the contact to NTL failed so i dont know if their registration process is borked again.

According to this

http://www.ntl-isp.ntl.com/ServiceStatus/

its not been working for over a week

Shaun · 22-09-2004, 15:07

This thread will probably interest you:

http://www.cableforum.co.uk/board/sh...1&page=1&pp=15

jamesf · 22-09-2004, 15:17

Thanks for the link. This sounds like my problem :-

"A problem has come to light with modems that have a MAC address starting 00028A5. These are not being recognised by the provisioning system, and therefore cannot currently be registered.

This is being treated as a maximum priority problem and will be rectified shortly.

No other MAC addresses are affected."

Guess I'll just have to keep trying until it works.

Regards,

James

TiggerT · 22-09-2004, 15:40

Unfortunately I'm at work work at the moment so can't check my MAC address, but reckon I've probably got that problem too.
I guess I'll just keep trying it too, and hope it's sorted quickly.

Thanks to the NTL guys who post here. It's SO much easier than getting through your official lines!

T.

scrotnig · 22-09-2004, 15:52

I can promise that this really WILL be sorted as soon as humanly possible.

I've got several customers waiting on my being able to register their modem, as soon as it's sorted I'll post back.

I agree it's not a good start for those of you new to the service.

jamesf · 22-09-2004, 15:57

Thanks Mark. I must admit it didn't inspire me with confidence when it didn't work out of the box!

Though I must say the engineer who came out was very helpful indeed despite having the fun of finding the right blanking plates for the NTL cables in my flat.

My experience of Customer Service thus far has been reasonably good despite all the complaints in here (I was left on hold for a fair while but no longer than I would for any other company support line I've dealt with recently)

Regards,

James

oxbro · 22-09-2004, 19:36

Quote:

Originally Posted by jamesf

My experience of Customer Service thus far has been reasonably good despite all the complaints in here (I was left on hold for a fair while but no longer than I would for any other company support line I've dealt with recently)

We've made two calls about the failure of the registration server to recognise the account and pin number. Both support personel were as helpful as they could be but were unable to resolve the problem.
It would be helpful if there was a service status Internet page that would explain the unresolved issues and suggest when they'll be fixed. At least then NTL customers could stop wasting their time by phoning support over issues that can't be resolved.
Perhaps this information is available somewhere that I don't know about. Any suggestions?
I'm trying to help my daughter get the NTL broadband service connected to a house in Oxford.

oxbro · 22-09-2004, 19:47

Quote:

Originally Posted by oxbro

Perhaps this information is available somewhere that I don't know about.

Oops! just found the page lurking behind an open browser window.

Quote:

Some new ntl broadband internet customers attempting to register for the service may be unable to do so at present seeing an error message such as 'server dead' or suggesting that there is a discrepancy with their order details.

This is due to a technical fault.

Our engineers are aware and are working towards a resolution.

Please accept our apologies for any inconvenience caused.

We'll just have to wait 'til its fixed........... bit of a nightmare for someone.

scrotnig · 22-09-2004, 19:53

Quote:

Originally Posted by oxbro

We've made two calls about the failure of the registration server to recognise the account and pin number. Both support personel were as helpful as they could be but were unable to resolve the problem.
It would be helpful if there was a service status Internet page that would explain the unresolved issues and suggest when they'll be fixed. At least then NTL customers could stop wasting their time by phoning support over issues that can't be resolved.
Perhaps this information is available somewhere that I don't know about. Any suggestions?
I'm trying to help my daughter get the NTL broadband service connected to a house in Oxford.

As far as I knew, this particular issue was sorted.

Have you had anyone test your PIN for you?

I'm not at work at the mo, but one of the tech support guys/gals might be able to assist.

If not, I can test it tomorrow.

oxbro · 22-09-2004, 20:59

Quote:

Originally Posted by Mark B

Have you had anyone test your PIN for you?

I assumed that that was what the second support call was for. We've got an 'issue number' for each call to support. During the second call we attempted to proceed with the registration but were unable to validate the account. The support guy advised that the Oxford area was affected by the registration problem. He verified that the pin was correct. We were on the phone for quite a long time but there was nothing more that he could do.

Quote:

Originally Posted by Mark B

If not, I can test it tomorrow.

Thanks, shall I email the 'issue numbers' directly to you?

scrotnig · 22-09-2004, 21:05

Quote:

Originally Posted by oxbro

I assumed that that was what the second support call was for. We've got an 'issue number' for each call to support. During the second call we attempted to proceed with the registration but were unable to validate the account. The support guy advised that the Oxford area was affected by the registration problem. He verified that the pin was correct. We were on the phone for quite a long time but there was nothing more that he could do.Thanks, shall I email the 'issue numbers' directly to you?

If you PM me the actual PIN number I will have a look at it and see what I can find out....

TiggerT · 23-09-2004, 07:57

Hmm, checked my MAC address last night, it starts with 00028a1
So if you're sure that problem is only affecting 00028a5 ones then I guess that's not the problem I'm seeing.

It's strange though because the rest of the registration procedure seems to work, it seems to check the account OK, just not the modem.
I've also checked my power and noise levels using that diagnostics page, and everything seems to be within the ranges.

I guess I'll just keep trying and hope whichever problem I'm seeing is fixed soon.

T.

oxbro · 23-09-2004, 08:18

Quote:

Originally Posted by TiggerT

I guess I'll just keep trying and hope whichever problem I'm seeing is fixed soon.

There must be a lot of people in the same situation. It'll be very frustrating for those without access to a forum like this one. They say that a problem shared is a problem halved and I'm sure that once the registration problems have been fixed someone will post a message somewhere in one of these threads.

scrotnig · 23-09-2004, 09:12

Quote:

Originally Posted by TiggerT

Hmm, checked my MAC address last night, it starts with 00028a1
So if you're sure that problem is only affecting 00028a5 ones then I guess that's not the problem I'm seeing.

It's strange though because the rest of the registration procedure seems to work, it seems to check the account OK, just not the modem.
I've also checked my power and noise levels using that diagnostics page, and everything seems to be within the ranges.

I guess I'll just keep trying and hope whichever problem I'm seeing is fixed soon.

T.

PM me the PIN you've been given and I'll get it checked for you.