Can't send attachments - V poor upload problem - Page 8

Web-Junkie · 30-09-2004, 20:53

I expect they get lots of e-mails from dissatisfied customers, not receiving a reply suggests not enough time in the day to read them all I guess!

I gather you've been throwing your weight around regarding the fact you know when/where the Engineer will be next week, shame he can't actually do anything other than see the problem and report it. Another week of waiting then!

Ashover · 30-09-2004, 22:09

No, I haven't gotten around to throwing my weight around just yet! A near neighbour is having NTL installed on a free trial next Weds, but I'm very close to talking him out of it, but if not I'm seriously considering blocking the engineer's van in until I get some action.

Web-Junkie · 30-09-2004, 23:11

Right! I understand what you mean now by 'drastic response'

When you ring up next, ring faults as it's an 0800 free number and press them for some compensation. I only got 1 month and was urged to press for 2 when I tackle them again!

At least we have the name of the chap who's dealing with it, so you can tell them his name, that should help them get straight to the right person, that's if you've not taken the Engineer hostage and demand NTL fix the problem before you release him

DeadKenny · 01-10-2004, 12:13

Send them a recorded delivery letter saying the service is unacceptible and they are in breach of contract thus you are cancelling (or if you're out of minimum contract period don't mention the breach of contract bit).

See what they do then.

Though all I got was an appologetic response from their nice sounding woman in the complaints dept, but they couldn't do anything about my problems or offer compensation for all the wasted time I'd had. They admitted everything was their fault, but offered no solution.

Why on earth I stuck with them for an extra year I don't know though.

Ashover · 01-10-2004, 14:24

I've just rung NTL but the waiting time is over 1 hour and, as I'm working and need the phone at present, it will have to wait.
The bad news is that I have to be in Birmingham next WQeds so I cannot do what I originally planned to do.

Web-Junkie · 01-10-2004, 20:06

If you ARE on a 12 month minimum contract DO NOT CANCEL!! as you will be in breach of contract and possibly liable for the whole 12 months!! This happened to friend who signed up for Bulldog ADSL, the connection was so unstable and disconnections at night frequent he just cancelled as they hadn't fixed it after a month, leaving him with a ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£300+ bill!! So be warned!!

A better way would be to withold payment to them until you receive the service you are paying for. If they then cancel your contract you shouldn't (someone correct me if I'm wrong) be liable for the whole 12 months, just the ammount up until your service became unacceptable.

Ashover · 01-10-2004, 20:10

I've been on with NTL well past 12 months so that won't be an issue.

Ashover · 02-10-2004, 18:21

At last, someone at NTL has listened. I received this email today from Azaid Hussain.

Quote:

I just picked up this email, the no show of appointments is unacceptable. I am copying my colleauge Mark Upton who can have this seen to immediately.

Many Thanks

Aizad

I rang NTL today to ask why there was a "no show" last Thursday and the answer was that someone rang me to say that the engineer couldn't come but the line was engaged and they have rebooked the appointment for Monday afternoon when I'm at work. Classic or what?

pastaman · 02-10-2004, 20:10

I had this problem for ages, got fed up and eventually just paid ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£15 per year for a SMTP AUTH service. It now gives me a server that works like lightning every time, and is worth the money IMHO just to be free of the aggravation, without having to get a BT line reinstalled. It might be worth thinking about if it seems there's no light at the end of the tunnel...

Web-Junkie · 03-10-2004, 21:47

@Ashover: Well, you got a repsonse at least :/ Pity you have to go to such lengths to get anything done. Being a bit bored last night I tried uploading some files, it took me 1.5 hours to upload seven files of about 500k each to my Yahoo Briefcase

@pastaman: I think that solution is only for e-mail and will still be subject to network errors (which is the problem here) between your PC, NTL and whoever is providing the SMTP AUTH service, so you will still hit upload problems with large e-mail attachments until NTL fix their network.

Ashover · 03-10-2004, 22:55

Good news. My email to Aizad Hussain seems to have paid dividends and I have been in touch with a senior figure who is aware of the problem, is on the case and I will keep you posted.
Maybe the end is nigh!

steve_smith · 04-10-2004, 16:06

Glad to hear that you are making some progress.

With my upload problem, I have more or less worked out it's not an area fault. My sister-in-law lives in the next street to us (literally, 100 metres away). I'm pretty sure therefore that she is on the same UBR and same segment of the network to us. The only difference is that she has a 300k STB service, where as we have 750k SACM. She gets absolutely no packet loss at all (went round there yesterday and had a good old test on her PC, and couldn't see a single dropped packet).

I am still bashing my head against a brick wall with regards to getting someone from the local faults department to talk to me.

The lady I have been dealing with in customer services (who has been helpful) is on holiday, but she gave me the details of another lady I could contact in the meantime. So I called last week, and they promised someone would call be back (this was Thursday or Friday last week). No call received. Phoned same lady again this morning who apologised and said someone was supposed to call me back, but obviously hadn't. Took my number and promised someone would call me today. 16h00 at the moment, and no-one has called back

This is so frustrating. I so don't want to have to cancel and get ADSL. It's going to cost me a lot of money to buy a wireless ADSL router and pay activation fees and what not. But I need it sorted

Why is it so hard to get someone to do what they should be doing? Grrrr!

Steve.

Ashover · 04-10-2004, 16:30

The NTL engineer has just been and is obviously aware of the problems, so it seems to be fairly official now.

He told me that they are resetting the system tonight which will hopefully cure it, but if not, hardware will have to be replaced. Thiis info coupled with the other info I've gleaned makes me fairly confident that the situation is close to being resolved - watch this space!

DeadKenny · 04-10-2004, 17:16

Quote:

Originally Posted by steve_smith

This is so frustrating. I so don't want to have to cancel and get ADSL. It's going to cost me a lot of money to buy a wireless ADSL router and pay activation fees and what not.

Have you already got a wireless router? If so you can probably just get a standalone Ethernet ADSL modem for less than ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£40 and plug it into that.

Activation fees can be free depending on who you go with.

As for how much hassle it all is, I'll find out soon as my BT line is up and running now so the next step is an ADSL application (probably PlusNet).

P.S. Have you looked at ADSL prices recently in comparison to NTL? !!

Ashover - Good luck, but the kind of answers you're getting sound like the usual runaround I've had for years. Even when they know there's a problem doesn't mean it'll get fixed.

Web-Junkie · 04-10-2004, 22:12

Well done Ashover, it's more or less what I gleaned from them a few days ago so at least they're singing from the same hymn sheet so to speak and is confirmation enough they know of the problem! I was told it was a 'card' in a router somewhere and would be fixed pretty soon, so it maybe a hardware fault and so warrants replacement!

We shall see in the next few days