NTL Broadband registration woes - Page 2

fatlip180 · 23-09-2004, 14:44

Hello all - this is my 1st message - its a great forum-

I got my broadband on monday and cannot register or activate my connection as my mac address starts with the 000285a or something like that. Anyway - after ringing again today at 1200 the nice guy on the other end of the phone told me that i should try and connect again at 1500 as the problem should be solved. is this correct? has anyone else been told this? Or have i been fobbed off again?

Apparantly - from another phone call to technical support - every new customer is experiencing this problem. If that is true then why are they still taking on new customers? While i can understand no proper company turns away customers - surely its better to delay any installations of broadband until the probem is resolved rather than just carrying on and upsetting new customers?

scrotnig · 23-09-2004, 14:53

Quote:

Originally Posted by fatlip180

Hello all - this is my 1st message - its a great forum-

I got my broadband on monday and cannot register or activate my connection as my mac address starts with the 000285a or something like that. Anyway - after ringing again today at 1200 the nice guy on the other end of the phone told me that i should try and connect again at 1500 as the problem should be solved. is this correct? has anyone else been told this? Or have i been fobbed off again?

Apparantly - from another phone call to technical support - every new customer is experiencing this problem. If that is true then why are they still taking on new customers? While i can understand no proper company turns away customers - surely its better to delay any installations of broadband until the probem is resolved rather than just carrying on and upsetting new customers?

There's a problem with MAC addresses in that range, it should be fixed soon but I've not been given a time or date as yet.

Graham F · 23-09-2004, 14:56

Quote:

Originally Posted by fatlip180

Hello all - this is my 1st message - its a great forum-

I got my broadband on monday and cannot register or activate my connection as my mac address starts with the 000285a or something like that. Anyway - after ringing again today at 1200 the nice guy on the other end of the phone told me that i should try and connect again at 1500 as the problem should be solved. is this correct? has anyone else been told this? Or have i been fobbed off again?

Apparantly - from another phone call to technical support - every new customer is experiencing this problem. If that is true then why are they still taking on new customers? While i can understand no proper company turns away customers - surely its better to delay any installations of broadband until the probem is resolved rather than just carrying on and upsetting new customers?

if you look here it will tell you when the registraion issues are sorted

fatlip180 · 23-09-2004, 15:03

are we talking date and time - or couple of hours? Its really frustrating - i know that you guys are in a really poor situation here but has there been absolutely no word apart from the 'as soon as possible'

The lady on the phone explained to me that beacuse every1 in the country (new customers) were involved it would be given the upmost prioity. But if every1 in the country is involved - then why does no one seem to know a proper timescale? ntl must have lost lots of customers due to such poor delay. imagine how much of an uproar there would be if sky digital didnt work for new customers. It would be all over the news, press etc..

Sorry for babbling on - i know that the staff who post on here aren't to blame. and there advice is invaluable. i just need to vent my frustrations somewhere.

Graham F · 23-09-2004, 15:07

when there are issues with registration servers it is not always possible to give timescale on the fix, but it will be a proiority as you have been told. In fairness you don't have to register for sky digital do you?!? you are not comparing like for like IMO. You will find that all ISP's experience problems from time to time with servers, it is unfortionate that it has happened when you are trying to register.

My advice is to hang in there as it should hopefully be worth the wait when they get you running - enjoy the speed when you get it

Jeff Solomon · 23-09-2004, 15:51

I am new to the forum and to NTL Broadband. The cable and cable modem was installed yesterday morning (22 Sept. 2004) and yesterday evening I discovered that I could not register. After a long wait on the technical support line the engineer was helpful and I believed tried all in his power. Ultimately he was only able to report my problem, not to solve it. It appears that the MAC address of the cable modem is in the affected range.

It seems to me to be totally unacceptable that no forecast can be given as to when the problem will be solved. Furthermore why do NTL continue to install cable modems in this address range and, if the problem cannot be solved quickly why do they not start a programme of urgently swapping out these modems?

Jeff.

Russ · 24-09-2004, 10:16

I've been asked to post the following....

Quote:

The SACM registration problem mentioned earlier, whereby MAC addresses starting 00028a5 would not register, has now been fixed, and users should be able to be register as normal.

jamesf · 24-09-2004, 10:19

Thanks Russ. Thats great news. Only 3 days late

Will get on to CS to get them to start my 60 days free access from today rather than Tuesday....

James

fatlip180 · 24-09-2004, 10:26

hi russ - thanks for that - has this been sorted on the service status page as well?

fatlip180 · 24-09-2004, 10:42

This was updated at 9.28 this morning - is it working or not?
Or is this from the wrong fault?

ntl: broadband customers attempting to register for the service will currently be unable to do so due to a technical fault. If your call is to do with registering for the service please accept our apologies for any inconvenience, there is no need to speak to a technical support representative. We would advise that you attempt to register for the service at a later time.
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.

Marge · 24-09-2004, 11:10

Quote:

Originally Posted by jamesf

Thanks Russ. Thats great news. Only 3 days late

Will get on to CS to get them to start my 60 days free access from today rather than Tuesday....

James

No need to ring anyone, trial starts from when you register !!

Just to clarify there were two different problems here, one was difficulty registering full stop whatever the mac address, the other was the modems starting 00028a5 weren't recognised on the system

Russ · 24-09-2004, 11:15

Quote:

Originally Posted by fatlip180

This was updated at 9.28 this morning - is it working or not?

I've been reliably informed that it IS now working - please post any instances of this not being the case here.

fatlip180 · 24-09-2004, 12:48

mine is now working - thanx for all ure help

Russ · 24-09-2004, 13:24

further update....

Quote:

The reg issue on the service status page has been ongoing in some areas for a while, and is not related to MAC addresses.

There was a separate issue that was discovered on wednesday, whereby a new range of MAC addresses were being fitted in homes, but Harmony would not recognise them.
That's the one that got fixed today, but it was, as far as we know, NOT on the status page.

Customers with the MAC problem got an error to the effect that the system was unable to recognise their modem. Those customers should try to register again now if they have not yuet done so, and it should go through ok.

Whatever the issue is on the status page, that's obviously not been sorted, but it's not related to the MAC problem

TiggerT · 24-09-2004, 16:12

Hmmm, I have a feeling I might have been experiencing BOTH problems!

Going home now to try it again!

T.