Modem broken or Network fault?
28-07-2005, 12:00
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#1
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Inactive
Join Date: Jun 2003
Posts: 155
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Modem broken or Network fault?
Since Tuesday afternoon my Surfboard 3100 has been rebooting itself every 60 seconds or so.
The sequence goes like this:
Power Light goes off, then comes on flashing.
2-3secs later Send/Receive/Online come on and for a brief few seconds I can access the internet.
Then the cycle starts again.
That was Tues afternoon. So I rang CS who walked me through the rebooting my Pc, running line tests etc. After 20mins or so on the phone, she was about to book an engineer - when it came back on and stayed on!
Later that evening, the problem started again, so rang CS again. This time an engineer was booked (which I'm still waiting to hear from).
Yesterday when I awoke, i noticed the modem was online, and it stayed online for most of the day, until around 5pm when the problem started again.
It was still cycling this morning when I left for work.
So as I'm waiting to find out when an engineer is going to visit (how long should the callback take btw?) does anyone know if this is a modem fault or a network issue?
Robin Walkers site seems to suggest this can be caused by signal problems, but could be other things. The lady in India in CS told me it was my power plug, and if an engineer came out and decided my power plus was at fault I would be charged £90!!
I'm in Kirklees btw. HD3
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28-07-2005, 19:55
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#2
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Inactive
Join Date: Jul 2004
Location: Swansea, South Wales
Age: 43
Services: TiVo, V+, SH2. Phone, Mobile.
Posts: 313
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Re: Modem broken or Network fault?
I doubt its the power plug. Sounds like a low power level to me, something signal related causing the modem to cycle, or possibly a faulty modem. The engineer should tell you soon enough 
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29-07-2005, 10:51
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#3
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Inactive
Join Date: Jun 2003
Posts: 155
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Re: Modem broken or Network fault?
Well currently its working again now - however I still havent heard from an engineer over 48hrs later. Does anyone know how long it takes for them to contact you?
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29-07-2005, 11:28
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#4
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Inactive
Join Date: Jun 2003
Location: Stafford
Age: 52
Services: Sky World
300k BB
NTL Phone
Posts: 2,399
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Re: Modem broken or Network fault?
I wouldn't wait for them to contact you, I'd get back on to NTL and ask them were the engineer is.
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29-07-2005, 15:10
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#5
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Inactive
Join Date: Jul 2004
Location: Swansea, South Wales
Age: 43
Services: TiVo, V+, SH2. Phone, Mobile.
Posts: 313
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Re: Modem broken or Network fault?
PM me the MAC address from the back / bottom of the modem and ill check it out for you dude.
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29-07-2005, 19:48
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#6
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Inactive
Join Date: Dec 2004
Posts: 512
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Re: Modem broken or Network fault?
First it will not cost you £90 if it is your equipment (which by your description it is not) the call out is £25 she may have forgotten about the exchange rate from rupees to £ Stirling...lol....the plug thing is now a known fault that if you are using the wrong converter this can cause faults as the sacm requires precise volts/watts if you do not use the right one the sacm will not work.
You should have been given an appt there and then on your first call not given the run around, get on to CS asap and book a tech to visit you as the modem sounds faulty.
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30-07-2005, 02:13
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#7
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cf.mega poster
Join Date: Sep 2003
Posts: 12,048
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Re: Modem broken or Network fault?
Quote:
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Originally Posted by KevAmiga
PM me the MAC address from the back / bottom of the modem and ill check it out for you dude.
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I would wait until a mod verifies this guy is ntl staff, I have heard giving away mac addresses isnt wise.
No offense to you KevAmiga just using caution here.
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30-07-2005, 03:00
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#8
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Dr Pepper Addict
Cable Forum Admin
Join Date: Oct 2003
Location: Nottingham
Age: 63
Services: IDNet FTTP (1000M), Sky Q TV, Sky Mobile, Flextel SIP
Posts: 30,576
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Re: Modem broken or Network fault?
Kev does indeed work for ntl.
__________________
 Baby, I was born this way.
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30-07-2005, 11:05
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#9
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Inactive
Join Date: Jun 2003
Posts: 155
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Re: Modem broken or Network fault?
Thanks for all the replies. 
It looks like it is/was a network issue, as the connection has been stable now for over a day.
Normally tho when I've seen network issues before, its been the Receive/Send/Online lights which cycle not the Power/Receive/Send/Online.
It does say on Robins site that spontaneous reboots can be caused by a low signal level tho, so perhaps thats what it is??
Anyway glad to be back online, although still no contact from NTL! I'll see how the connection holds up and ring back if it goes down again.
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30-07-2005, 17:07
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#10
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Inactive
Join Date: Apr 2005
Services: Sky+/BT Home hub,phone & fusion mobile.
Posts: 448
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Re: Modem broken or Network fault?
Quote:
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Originally Posted by SLM
First it will not cost you £90 if it is your equipment (which by your description it is not) the call out is £25 she may have forgotten about the exchange rate from rupees to £ Stirling...lol....the plug thing is now a known fault that if you are using the wrong converter this can cause faults as the sacm requires precise volts/watts if you do not use the right one the sacm will not work.
You should have been given an appt there and then on your first call not given the run around, get on to CS asap and book a tech to visit you as the modem sounds faulty.
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SLM's quite correct.One of the faults guys here had a SACM fault,got the cable in the street repulled & changed everything EXCEPT the power supply which was the culprit.
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