ntl home:120 hanging from today - Page 19

tfboy · 29-01-2006, 12:45

Hmm

I was just browsing across the cableforum forum and found this post: http://www.cableforum.co.uk/board/sh...ad.php?t=42062

I'll shut up now because my modem is an ntl 100 and not an ntl120 which is what this thread is mainly for, but if that information is correct, and ntl know they've upgraded my speed to 10Mb, why oh why did they not get in touch with me to enquire about swapping over modems to a 250 one.

All 120 users *should* (?) be ok with the 10Mb service with a firmware upgrade - which we now all know is problematic. My question is why did they upgrade my modem (the 100) when apparently it's not 10Mb capable at all, regardless of firmware version :P

Oven Chips · 29-01-2006, 12:56

Hi,

if you are talking about Post 1 in that thread it was, and remains, inaccurate about the 100. (Its also wrong about the Motorola 4100). I guess "Jimbo" provided the original info with good intentions back in early November last year.

The 100 and 120 modems are basically the same, apart from changes on the RF side to give the 120 a Dual Mode Docsis/EuroDocsis capability.

Peter

displaced · 29-01-2006, 13:21

Hi everyone,

No modem resets today or yesterday (woohoo!). The only remaining problem (and I don't know if it's related) is that I'm not getting anywhere near the download speed that I had been.

My 10Mb service is currently maxing at about 3Mbit. Having read previous posts regarding signal levels, it seems that although my downstream values are OK (6.25dBmv / 30.14dB SNR), my upstream is indeed in the 'screaming back at the UBR' category (60.5dBmv). This is on an ntl:120 modem.

I'm guessing that if my modem's upstream is having difficulty, it may not be able to maintain the upstream flow of TCP ACK responses to allow the full download speed.

Maybe a call to TS is in order?

tfboy · 29-01-2006, 13:37

Ahh thanks for that clarification Peter

I'll just wait till the engineer pops round next Saturday for a swapout.

Out of interest, are all "new" modems supplied by NTL for new customers or replacement modems for existing customers the 250 ones ?

mcmanic · 29-01-2006, 14:38

no problems today either. Full 10meg speed also from newsgroups on NTL120 Home (who said they cannot do full 10meg, lol).

Glad to see all is sorted now.

bbr81 · 29-01-2006, 14:46

Well guys I've been having problems for a week now. I've only just read this big post. Most of you seem to be back to normal but i am not. Below is the info of my modem.. can any one expain why my modem keeps going down? Usually only when I am downloading for about 30mins from newsgroups.

Type : Ambit ETH/USB Combo Cable Modem
Cable modem : Ambit Cable Modem
IP address : 10.137.127.189
Downstream Receive Power Level : 0.78 dBmv
Downstream SNR : 35.48 dB
Upstream Transmit Power Level : 52.00 dBmv

Network Access : Enabled
Maximum Downstream Data Rate : 10240000 bps
Maximum Upstream Data Rate : 512000 bps
Maximum Number of CPEs : 1
Software Upgrade File Name : ntlhm120_ntl0002.cpr
Software Upgrade AdminStatus : ignoreProvisioningUpgrade
Software Upgrade OperStatus : completeFromMgt

If you need to know anything more please ask.

Hope you can help.

Swoopie · 29-01-2006, 16:04

If the disconnects are caused by the power levels, are these levels ok Oven Chips?

(NTL Home 100)
Downstream Receive Power Level : -3.38 dBmv
Downstream SNR : 31.21 dB
Upstream Transmit Power Level : 51.00 dBmv

selene · 30-01-2006, 11:27

So I spoke with TS yesterday afternoon - they gave me a reference number to give to CS to book an engineer to replace my CM. I call CS this morning to be told that the engineer has to be booked via TS. I call TS back who tell me that it has to be done via CS!! The techie I spoke to was a complete numbnut who I ended up having to shout at. Why oh why does NTHell think it is ok to farm out tech support to an indian call centre that is completely clueless???

I work in tech support and would never hire someone who didn't have any clue!!! Anyway, having thrown a strop, the "tech" transferred me to CS who then passed me onto a techie based in Swansea *sigh*

I've got an engineer coming out tomorrow afternoon - hopefully this will be the end of it

Is there any way that we can contact the Swansea techies direct rather than have to go through the pain of talking to an indian call centre that has everything scripted for them?

Oven Chips · 30-01-2006, 14:18

In talking to a couple f users with continuing issues we've identified that some modems have not received both parts of the update.

Please leave modems on at all times for the next few days. Thanks!

Peter

Rik · 30-01-2006, 20:26

Quote:

Originally Posted by selene

So I spoke with TS yesterday afternoon - they gave me a reference number to give to CS to book an engineer to replace my CM. I call CS this morning to be told that the engineer has to be booked via TS. I call TS back who tell me that it has to be done via CS!! The techie I spoke to was a complete numbnut who I ended up having to shout at. Why oh why does NTHell think it is ok to farm out tech support to an indian call centre that is completely clueless???

I work in tech support and would never hire someone who didn't have any clue!!! Anyway, having thrown a strop, the "tech" transferred me to CS who then passed me onto a techie based in Swansea *sigh*

I've got an engineer coming out tomorrow afternoon - hopefully this will be the end of it

Is there any way that we can contact the Swansea techies direct rather than have to go through the pain of talking to an indian call centre that has everything scripted for them?

I had to ring TS regarding my problem which is documented here, and I have to say I was greeted by a Indian Guy, and thought o god here we go, as there have been soo many complaints, BUT i thought NO! dont jump on that bandwagon!

The guy was extrememly helpful, run a few tests, must have seen my power levels and reboot stats, and after about 2 mins said you need an engineer, i asked him about my power levels etc and explained they were rather abnormal (lol thanks for that Oven Chips) and he just said yes your modem is rebooting rather a lot!

He then politely told me he was gonna put me through to someone else to book me an engineer, which he done very promptly.

The service i received from India was very good indeed.
So I have no complaints at all.

Lets just hope my problem gets rectified on Friday when engineer visits!

Rob2005 · 30-01-2006, 23:15

Quote:

Originally Posted by Oven Chips

In talking to a couple f users with continuing issues we've identified that some modems have not received both parts of the update.

Please leave modems on at all times for the next few days. Thanks!

Peter

All very well, but... for those of us who need the internet for work, we can't just let the modems stay in a perpeptual "hung" state. On the assumption that the modem might get an update at some time that might sort the problem out.

As said earlier in this thread, I've had this hanging modem problem for a few weeks and its just getting silly now. If ntl offered a reversal back to the 3mb service, I would do it without hesitation...I asked ntl if I could just ditch the modem and use the one in the samsung stb and they said no

jonze · 30-01-2006, 23:52

finally got an engineer after 6 f-ing telephone calls. Suprise suprise I got one when I went through to a british call centre and not an eastern one. I mean, it isn't their fault it is NTLs for hosting the call centre there, but that was rediculous. I'm dreading my mobile phone bill.

Engineer comes on Wednesday Evening. Hopefully he'll have the sense to bring a 250 along with him.

joggerspark · 31-01-2006, 08:39

Quote:

Originally Posted by selene

So I spoke with TS yesterday afternoon - they gave me a reference number to give to CS to book an engineer to replace my CM. I call CS this morning to be told that the engineer has to be booked via TS. I call TS back who tell me that it has to be done via CS!! The techie I spoke to was a complete numbnut who I ended up having to shout at. Why oh why does NTHell think it is ok to farm out tech support to an indian call centre that is completely clueless???

I work in tech support and would never hire someone who didn't have any clue!!! Anyway, having thrown a strop, the "tech" transferred me to CS who then passed me onto a techie based in Swansea *sigh*

I've got an engineer coming out tomorrow afternoon - hopefully this will be the end of it

Is there any way that we can contact the Swansea techies direct rather than have to go through the pain of talking to an indian call centre that has everything scripted for them?

I have to add that when I called TS it went to an Indian call Centre but the chap was extremely helpful and arranged for an engineer there & then without any hassle. Infact when I rang back the day before the appointment to confirm the visit, it again went through to the Indian call centre and once again the lady was very polite & helpfull.

Oven Chips · 31-01-2006, 08:42

Quote:

Originally Posted by Rob2005

we can't just let the modems stay in a perpeptual "hung" state. On the assumption that the modem might get an update at some time that might sort the problem out.

To be clear you should not leave it in a hung state. If you get the problem then power cycle it.

Results back so far are that this is working. Thanks for all those who helped out, I think this will probably be my last contribution!

Peter

mcmanic · 31-01-2006, 09:51

Thanks Oven Chips for your help between this topic and the people you spoke too. Since Sunday my connection has been rock solid and running again at full 10meg speed.

If NTL do a firmware upgrade again can you post when this will happen so that we can get a our complaints posts ready to post here, if the modems don't cut us off before we can post that is.

lol - J/K