ntl home:120 hanging from today

[Rik]

I would also like to thank Oven Chips for his assistance, talk about beyond the call of duty!

Thanks for help man!

[paulj256]

I got my CMX swopped out yesterday for a 250. I was pleasantly surprised at how helpful the chap in India was, after all the horror stories I had read. I had no problem convincing him it was the modem and not my computer. Now flying along at the full 10meg.

[Rik]

Well Engineer came around to look at power levels today, and he seconded what Oven Chips has told me.

He said it was a problem with the network in my area as someone else had complained in street and he was also visiting them,

He said he would report it to network guys.

Then went.

Wonder whats gonna happen now?
When its gonna get fixed?
How i get kept updated?

I will just have to trust NTL on this one!

[bonnie2000]

after ringing india and them arranging for an engineer to come out i am now in posession of a 250 modem

[Rik]

Contacted TS today and just enquired about how long it would take to fix my problem and if I would be told, when it was rectified, and unfortunately got a unsatisfactory answer.

Explained to the Tech Support Guy, it was working but resets itself etc etc.....and he said the engineer shoulve sorted the problem out there and then on Friday. (he came in measured settings and left and said he wouldnt be returning as it was a network local fault).

So now im dangling in mid air, I have no idea when this problems gonna get resolved and just have to wait I suppose.

Im gonna give it a week and then get back on blower.

Just outta intereset tho, if I downgrade to 1/2meg do people still get disconnects?

Whats the betting tho my cable modem settings read the same on Friday this week?

Musnt grumble tho, i can still download, and upload, just not at SAME TIME

One more thing that makes me think I was being fobbed off was the guy said the power levels all look normal, which is a load of poppycock, becuase they are the same as they have always been (off the scale) and Oven Chips & The Engineer have both confirmed this.

Oven Chips is still a legend tho

[zorab]

Just wanted to add my experience to this extremely informative thread...

I too had the same problem which was resolved when my 120 was replaced with a 250 today. It took 2 visits and 4 engineers to get the modem replaced but the info in this thread at least gave me the knowledge that a replacement modem was what I needed (despite the 4 engineers telling me it had nothing to do with the modem!).

Thanks to all and special thanks to oven chips!

Cheers!

[Rik]

Well another update for you lovely folks.

Asked TS what was happening with my enquiry, and that surely the engineers findings where on my account and they could tell me exactly what was happening with my fault, but no such luck from the way they were talking there was no notes or any info regarding the engineers findings at all.

Then you get the whole hassle of "Will not talk to you unless you are looking at your screen"
(I am at work)

I deperately tried to explain I DONT WANT ANOTHER ENGINEER!!
I WANT TO KNOW WHATS HAPPENING WITH MY FAULT!!!
WHEN IS IT GOING TO BE FIXED!!!

(Sorry for shouting )

I lost interest with the guy and then asked to be put through to Customer Care to cancel/downgrade.

I then got through to a very very HELPFUL person called E**lyn!
She was a absolute DIAMOND, and she deserves a pay rise!!!

She tried to speak to TS but got the same old lingo.

So im going to ring tonight, and if i get the run around again, ill either be cancelling or going on to 1Meg.

3 years of solid fantastic service, to this, very disapointing tbh, i used to recommend NTL to everyone I knew, but my opinion is slowly diminshing now

[Oven Chips]

Rik, I will send you a PM

Peter

[Darren P]

Hi all,

Been a long time reader of these forums and they have solved a lot of problems for me in the past. However, I am currently at my wits end...

I am suffering from the ntl home:120 on 10 Meg hanging problem, but TS just will not believe me - they say that it is due to my (Belkin) router, even when I explain that, when I plug my Xbox 360 directly into the modem, the problem still occurs under high load.

It's the same old thing - modem flying along, all lights on and fine - then the D/S light starts to flicker and then goes out - connection drops, only solution is to unplug the modem and reboot it. Even 192.168.100.1 won't connect to it once the D/S light goes out... This can happen at any time from every 5 minutes to every 5 hours...

Currently, TS have told me to plug my PC directly into the modem for 24 hours, and monitor the connection - they will not even send an engineer out until I have done this, and were fairly rude about that point, even when I mentioned these forums and other people with the same problem. This is just not good enough as it is not easy to hook my PC directly into the modem - hence why I have a wireless router!!

Any suggestions?? I love my NTL services, and they currently get over £80 a month from me...but maybe not for much longer..

Cheers.

Darren

[Rik]

Time to pull my hair out I think.

Second Engineer has just visited, adjusted the power levels, so I thought the problem had been sorted, silly of me not to test it while the engineer was here, but the settings are attached and now its doing EXACTLY the same modem resets on Bit Torrent, and when uploads and downloads + multiple connections are active

I cant ring TS as im on a mobile and dont have much credit lol.

Is there anyway someone from NTL contact me as im gonna have to contact TS AGAIN! and get this engineer to return and fix the problem

losing patience now, especially after Oven Chips has put in soo much effort and helped me soo much.

(A rather deflated Rik)

I wonder if a NTL 250 is needed?

Third Time Lucky Perhaps?

---------- Post added at 11:29 ---------- Previous post was at 09:49 ----------

Edit.

Quality Control Guy has just visited, very nice chap, and has replaced the modem

Looks like problem is all sorted!!
YAY!

NTL are back in my good books and ill recommend them to all my friends again!!

Ha ha

PS Massive thanks to Oven Chips!

[hypakuz]

Downstream Receive Power Level : -1.57 dBmvDownstream SNR : 34.02 dBUpstream Transmit Power Level : 61.00 dBmv
^^ upstream power level doesnt seem good was 57 before the problems started now it just keeps locking up. dunno wether to ring NTL or not hmmm...

Originally Posted by hypakuz

Downstream Receive Power Level : -1.57 dBmvDownstream SNR : 34.02 dBUpstream Transmit Power Level : 61.00 dBmv
^^ upstream power level doesnt seem good was 57 before the problems started now it just keeps locking up. dunno wether to ring NTL or not hmmm...

I would, your modem is 'shouting' because it can't get itself heard, I reckon you need an engineer out to adjust the power levels

[SteveB]

I think I'm sufferring the same problem. Ever since my 10mb upgrade my modem stops responding on the LAN side - I can't access it's web page and rebooting my router looses any DHCP assigned IP Address. I've tried connecting modem-PC and suffered the same problem this morning.

I'm at my wits-end with NTL CS, Over the last 8 weeks I have patently gone through their diagnsotic routine 3 times, which each time ends with me power cycling the modem and all is fixed. This morning I nearly got commitment to replace the modem with a 250, but after being transferred 4 times over 70 minutes I was asked to repeat the diagnostics. My modem was working by then so all I got from NTL was no-fault-found.

Each time NTL run diagnostics there is 'nothing wrong' with the modem, the SYNC & RDY are lit. However I cannot connect anything (router or PC) until I reboot the modem. NTL concluded it must be XP SP2 and have requested I downgrade to SP1, however I feel this is poor advice and provably not just a PC connectivity issue.

How do I force NTL to take any responsibility ?

Interestingly (perhaps) it is happening more frequently since I connected up a new VoIP (PAP2) Adapter.

Any advice (technical or 'Supplier Management' tips ) ??

[hypakuz]

lil update

got a tech comming out between 8am and 1pm tommorow. spent 30minutes on the phone to a person in india (really bad english) he didnt understand my problem untill i pointed stuff out for him!

[djliam]

Great thread, stopped me thinking i was going mad!!

NTLHOME 120 Modem
Coventry Area

After reading all your posts I thought better of calling NTL and jumping through hoops, only to have them say everythings fine. I was experiencing the exacty same problems after my upgrade to 10M and was getting worse everyday.

So My modem became strangely "Broken". Called them up at 11.20 and they said an engineer would be here between 12pm-6pm . To my surprise 12.05 an engineer turned up, looked at my "Broken" modem said "oh yeah these go all the time" and " the power supplies are wonky on these too"

I asked "am i getting my 10Meg" he said "line is set for 10Meg but you wont get it with these modems, they dont work properly on 10Meg at all, you should have had a new one...."

Should I have been told? I asked

"Well yes really, but they wont tell you, it would cost too much to replace all the modems so they normally fob you off..."

Very interesting. So he popped popped out to the van, came back with a new blue 250 modem, installed within 2 mins and im happy.

Can tell speed difference too with the new modem.

Just thoguht id share my experience, perhaps its the way to go getting a "Broken" or "Faulty" modem replaced.