Can't send attachments - V poor upload problem - Page 7

eib · 21-09-2004, 14:57

I'm having the exact same problems with upload. I've tried every way I can think of; MSN, Yahoo briefcase, e-mail - nothing seems to work! On MSN the file fails and on everything else I get a timeout message.

I just tried an upload test and it first said 13kb per second and I did it again and it now says 105, yet my files still won't send!

I had this problem when we were on 300k and it still continues now we've upgraded to 1.5meg. I live near Sutton-in-Ash too, so maybe that's the problem. I talked to someone on broadband medic yesterday and they said it sounded like a problem with Internet Explorer. I'm no expert but I'm 100% sure that isn't the problem.

eib · 21-09-2004, 17:20

I went on medic again, this time they closed the session before I'd even replied - great help as usual!

Tezcatlipoca · 21-09-2004, 20:50

Problem with IE...

Have you tried phoning Tech Support about it instead of using the crappy BB Medic?

Also, hopefully one of the ntl people here will see your post & pop along with some help.

Web-Junkie · 22-09-2004, 22:13

eib, I live in Sutton in Ashfield and can tell you it's not Internet Explorer or your computer mate, it's flippin NTL!!!

I've done all the upload tests to Briefcase/NTL e-mail/NTL Webmail/Hotmail/FTP/USENET and it's all FUBAR! I keep trying upload tests from time to time but I'd probably get more success nailing jelly to the wall!

>Also, hopefully one of the ntl people here will see your post & pop along with some help.

They've had a blinkin long time to 'pop along with some help' then Matt!

Ashover · 23-09-2004, 08:12

We keep hearing the same song over and over again. I just wonder how many people there are out there who have this problem and don't even realise it.

On a brighter note, the NTL engineer is coming this evening so all of my troubles will soon be over (what's that pink thing with the curly tail flying past my window?)

steve_smith · 23-09-2004, 09:06

Quote:

Originally Posted by Ashover

On a brighter note, the NTL engineer is coming this evening so all of my troubles will soon be over (what's that pink thing with the curly tail flying past my window?)

Have you tried writing to your area managing director? I did that on advice received here. To a certain extent, it has helped. I got a name and number (very helpful lady) who I can now speak to at NTL regarding the problem. She is in contact with the local network manager down here in Poole. To be fair, they are trying hard to sort the problem out. They brought forward the maintenance of our segment of the network to attempt to sort it. Evidence of this is in the number of NTL vans I've seen driving around, and parked in front of street cabinets in our area.

Strangely enough, yesterday there was a collection of NTL vans around the green cabinet I connect to, and the problem mysteriously vanished for a while (no packet loss at all, even when pinging with 2000 bytes!). However, it returned when they left.

But I am under the impression they are trying their best to get it sorted, and I have been promised another phone call today or tomorrow with a progress update.

Yes, I'm sure there are plenty of people in the same boat as us, who have no idea they have the problem! Apparently a lot of upload problems are caused by excessive noise on the network. The way they sort it out is to go "noise busting", which means checking all the street cabinets, and looking for customers with faulty equipment or damaged cabling. So if this is the case in your area, NTL need to go out and play with all the cabinets and give everything a good check over.

Steve.

Ashover · 23-09-2004, 20:13

Well, we'll never know. Needless to say, the NTL engineer hasn't turned up! No phone call to say that he wasn't coming, no apology for not coming, absolutely nothing - it just shows the comtempt that NTL appear to have for their customers.

I take the point of writing to the correct people but have no idea of how to find out who they are so it looks like I will have to give them the elbow.

Tezcatlipoca · 23-09-2004, 22:26

Quote:

Originally Posted by Ashover

I take the point of writing to the correct people but have no idea of how to find out who they are so it looks like I will have to give them the elbow.

If you'd like to write to the people in charge of ntl, have a look here: http://www.cableforum.co.uk/kb/19/wh...rge-of-ntlhome

Ashover · 24-09-2004, 08:35

Many thanks for that, I'll get straight onto it.

Ashover · 24-09-2004, 20:14

I just spent 30 minutes trying to track down someone about the engineer's no show, with no success.
I have also emailed the M.D. for the South and Midlands, but quite frankly, I would be amazed if I get any response. Next step is to try and get some compensation for the service that NTL are incapable of supplying.

Tezcatlipoca · 24-09-2004, 20:21

If you get no reply from the Midlands MD, try Aizad Hussain, and, failing him, Simon Duffy.

Hussain doesn't seem too great at replying to people, but should still be the next port of call after your regional MD.

Simon Duffy seems OK. e.g. he took the time to reply to Mick's emails about the email problems. So if you have no luck with any of his underlings, maybe he'll be better.

DeadKenny · 25-09-2004, 15:43

Quote:

Originally Posted by Ashover

Next step is to try and get some compensation for the service that NTL are incapable of supplying.

You might squeeze compensation out of them for the service (e.g. months rental or something like that), but there's no way in hell they'll compensate for wasting your time unfortunately (I've tried many times and been told firmly and in no uncertain terms that they never compensate for time wasted/off-work/etc)

steve_smith · 28-09-2004, 10:13

Frustrated here in Poole...

Had a call from the engineer on Friday to say that they had now completed the maintenance in our area, and to ask me whether my connection was any better.

So I said, no, right now it is still not working properly.

However, I pointed out that earlier in the week when the engineers were working on the green cabinet my modem connects to (which is only a couple of houses away), the upload problem mysteriously resolved itself for 15 minutes or so. Engineer couldn't understand why that was the case, but asked if I could monitor the situation over the weekend. Said that I would, but that there was little point because I could tell him right now that the problem was still there.

I asked if there was a number I could call to contact the local office of NTL directly, but was told no because they only have mobiles and don't like giving out the numbers

Although I can understand that, I wonder why (being a telecoms company!) they don't have some kind of local contact number for customers, even if it's only an answer phone.

In my mind, the green cabinet must be where the problem is (it's too much of a coincidence that the problem, which has blighted my connection since May, would by some fluke suddenly vanish when the engineer happened to be working on the cabinet).

With this in mind, and following the detailed information I gave them (and the fact I spent the week running scripts to carefully monitor packet loss), I was expecting that something would happen on Monday to finally sort it out once and for all. Maybe someone would call, or someone would come out and look at the cabinet again. After all, I've had the problem for 5 months... Surely that would make it a priority?

However, everything has now gone quiet again. No calls from NTL, no improvement in service, and as far as I've noticed, no-one has come out to check the cabinet again.

I really am now getting fed up with it all. Tried to upload a few images to my NTL webspace last night, and it took ages (slower than modem speeds).

Any tips on how to get it sorted? (other than dumping NTL and signing up for ADSL instead - although at the moment having a ceremonial burning of the cable modem would be nice).

Steve.

Web-Junkie · 30-09-2004, 14:50

Hi guys, just a quick update!

Just got off the phone to NTL Faults, they've given me a month free service, but no resolution

as I was told to ring BB Support!

Spoke to a nice bloke in Swansea on BB Support who told me I really needed to speak to 'Faults'! He put me through to 'Faults' as he couldn't do much and admitted I knew more about the problem than he did!! He wasn't allowed to call Engineers either to trace existing faults like mine.

So, after 45 mins on the phone waiting to get through to their faults dept, I'm told I need to ring BB Support? Told the guy no way am I being fobbed off with that charade! He then phoned Tech Support as a chap called Lyndon Pritchard (I think that's his name) was dealing with the problem in my area. Was told they've nearly found the problem, a 'card' in a router or something the chap said but still no ETA on a fix other than 'pretty soon'!!

He did ask if other people in my area (Sutton in Ashfield) who have the upstream problem to report it, as that would help them as well!

So, it seems they are getting close (but no cigar as they say!!). And I was on the phone that long the battery started going and the phone started bleeping

What a carry on eh?

Ashover · 30-09-2004, 20:10

Any ideas where I go now? For the second week in a row the NTL engineer failed to turn up and not even the courtesy of a phone call.
A week ago I emailed the M.D. for my region and got zero response which is pretty much the response I expected and so I have decided upon a drastic response. The only details I can give is to say that I know where and when an installation engineer will be next week.