Outage in the Guildford Area

[Boots]

Broadband still off.

There's 12 people out in the same Close that we know of. Identical faults - no broadband, light on STB flashing. India call centre still insisting there's no (area) fault. So a couple of those affected have been forced to allow a tech call to be booked in order to convince India.

Now day 9 with no broadband. Both my brother and I have technical backgrounds and appreciate more than many that awkward faults can happen and do. But keeping the customer informed would go a long way to alleviate hostility.

All in all, a rather poor show. The sooner these call centres are brought back on shore, the better.

Alex

[TIM731]

Update

Friday

Waited in all day for the engineer who got to site at 17.45) on site 7 mins after confirming its a network fault at the local cabinet, he phoned the network guy who knows the problem is in the local cabinet and is going to fix it Friday evening or Sat morn

Saturday

I can see the cabinet from my house and at no time on sat did an NTL van or team appear so still no broadband or interactive TV at it needs an IP address to work and cannot get an upstream signal

Sunday

Called support and there are sending a broadband support engineer Monday PM (WHY (the fault isn’t in my house)

So day 11 without Broadband cannot get an answer from NTL when is going to be fixed

The ADSL is now working hence being able to type this I have the local paper coming round tomorrow to take notes and listen to the calls

I made a log of who,what,where,when and why and have even started recording the calls after I was told the first time it was fixed so I have on disk 3 people telling me its working when its clearly not.

Hopefully the local free paper which goes to every house in this area will put it on the front page so anyone thinking of using NTL will think twice.

Also left a message with watchdog (hope they come back) then it can go National and everyone can see how bad the NTL fault/fix is

This is how I see Monday going, engineer turns up and tells me it’s a network fault and still nothing

---------- Post added at 11:44 ---------- Previous post was at 11:44 ----------

Also

fault at my 3 neighbours so cannot be my modem

[darkone338]

Originally Posted by Boots

Hi monkey2468

Can I tag onto your last post on behalf of my brother. He's still being told there is no fault and he has cancelled a service call because, having spoken to a neighbour, also on NTL, the neighbour has exactly the same symptoms.

Also worth noting: although he's on a separate broadband modem, a light on his TV Digibox is flashing. Ditto the neighbour.

My brother's post code is GU16 6DG.

Any help appreciated.

Thanks

Alex

I live 2 streets from that post code.. Have not had a problem with broadband what so ever.. not helpful to you i know, but if there is a network fault, it certainly isnt a wide spread one.

[TIM731]

Hello Darkone338,

Unless you link back to the cabinet at the junction of Salisbury Grove and Mytchett place Rd all is ok, if you’re on the cabinet your stuffed.

What I cant understand is 2 of my neighbours and myself have had an engineer out to site and all have stated its a fault with the cabinet but still the helpdesk team in India want to send someone to my house so my wife has to tale a half day today (this isn’t going to fix the problem) as its not

1. The modem (as interactive not working both need an ip address)
2. The cable from my house as this was tested Friday by the TV tech who reported the fault the NTL network (read through blog and you can see it’s affecting at least 15 houses.
3. Recycling power through the modem isn’t going to make it work and the ready light is flashing and the error log inside the modem states timing and sync issue (No upstream/downstream signal)

[TIM731]

Update Monday PM,

NTL vans appear at the end of the road at 13:30hrs and the helpdesk think it will be fixed by 15:30 (we will see)

[TIM731]

Monday PM update,

Broadband is back, still no interactive TV