Cable modem spontaneously rebooting - Page 2

Chris W · 07-02-2005, 22:54

Quote:

Originally Posted by squealy

Thanks monkeybreath.

Hmm, I'm wondering how to put this when I phone up. I can just hear the conversation:

Me: All the information you need is in the "bluetools report"
Tech Support: How do you know that?
Me: Errr, mmm, errr, a nice man on NTHellWorld told me.

I'm thinking that won't go down too well for some reason or do NTL not mind their tech support providing help via here anymore? I thought that was the reason they bought out the dot com site and then ditched it.

"someone from tech support told me"

i am sure that will suffice

a large proportion of the staff haven't heard of this site anyway, so they will probably think nothing of it!

BBKing · 07-02-2005, 22:56

Call it 'cableforum' instead, cos that's what it is now

monkeybreath - any chance of pm'ing me the mac? Can see if I can see it...

squealy · 07-02-2005, 23:03

OK, ta.

I'm not convinced some of the engineers even consult the information given them. I asked the bloke who came today if he'd seen the information that tech support had sent re: my call with the nice lady in Swansea. He said "I've left it in the van".

I know the nice lady couldn't ping my machine when she tried, but I put that down to my firewall. Not that I know jack about all this stuff.

Oh, and I have another question. Why do I need to reboot my machine every time the CM reboots or I can't get online? I get a Found New Hardware Wizard asking me to put in my CM installation disk if I don't reboot. I thought Windows XP Pro would be able to cope with this kind of thing.

I know, I know, I'm so demanding.

07-02-2005, 23:10

Quote:

Originally Posted by BBKing

Call it 'cableforum' instead, cos that's what it is now

monkeybreath - any chance of pm'ing me the mac? Can see if I can see it...

It is not fair - I never have any problems, I'd like to pm my mac, too, but don't get the chance

Ignition · 07-02-2005, 23:42

Quote:

Originally Posted by homealone

It is not fair - I never have any problems, I'd like to pm my mac, too, but don't get the chance

Gaz, please PM me you MAC address and I will be happy to create you some problems to pm BBKing your MAC about

squealy · 08-02-2005, 12:31

Update

Phoned Tech Support at 8am today and got through immediately. Unfortunately it was to India not Swansea. Lass I spoke to ran their tests (as always) on my CM and said I'm not sure Level 2 Tech will accept the call seeing as your CM seems to be working fine. I repeatedly explained that it was an intermittent problem, quoted her the Engineer visit number and asked her to check to Bluetools Report. Finally got put through to Level 2 Tech in Swansea, who ran the tests again

and then booked me an engineer visit for Saturday afternoon. He said he'd pass on as much info as possible to the engineer.

I suspect this one's gonna run and run.

Thanks all for your help, especially to monkeybreath.

squealy · 12-02-2005, 18:19

Update

Amusingly, the NTL engineer failed to turn up this afternoon, and for some reason chose to come yesterday morning whilst I was at work. This had worried me somewhat so I phoned broadband tech support at lunchtime today to confirm that I had an appointment for this afternoon, which they duly confirmed.

This now means NTL engineers have failed to show for two out of three appointments, but arrived for one appointment that didn't exist. Twelve hours sat waiting in my house for engineers who failed to materialise. Is there any company aside from NTL who treat their customers with such disregard?

Cable modem is still rebooting spontaneously and I am at my wits end. Is there anyone out there who can help me? Or can someone suggest some way I can get some redress for this appalling lack of service? I did phone customer service last Monday to complain about the failure of the original engineer to turn up. The operative told me his team leader would call me back. Unsurprisingly that never happened.

BBKing · 12-02-2005, 18:45

Can I have that MAC address now, then?

Nedkelly · 12-02-2005, 20:14

Just a shot in the dark Squealy do hav e have Sky in the house and do you use the ntl feed for your 1 to 5 .We have found out in Grimsby that the sky box if connected to ntl can make the modem reboot .We had one job where this was happing every day took splitter out and we have not heard from this cust since.

squealy · 14-02-2005, 09:03

No Ned I'm afraid I don't have Sky here. All I have is the 300k cable modem service.

I still haven't had my promised callback from NTL - on Saturday evening I was told they were "escalating" the call to a Level 2 Tech in Swansea and they would be in touch. However, I have heard nothing back from them. I have a reference number if that helps but not sure I should be quoting that on here. The frustrating thing is not knowing whether anyone is doing anything about the problem or not.

rmg · 14-02-2005, 10:19

Squealy, I had exactly the same problem as you a couple of Years ago.

Unfortunately the thread ran on nthellworld.com and is long gone :-(

My cable modem (ntl:100) started reebooting itself at random intervals. Tech support said it had done it over 3000 times in one month.

I had 4 engineers out and they tried all types of different fixes including attenuators, new cabling and a new modem. None of them worked.

I got very annoyed and made another appointment.

The 5th engineer I had out was excellent, and suggested that it was the wall socket that was at fault. (Apparently I had an older socket type, something to do with the splitter?). He replaced this with a new dedicated wall socket and it fixed the problem.

This may not work for you, (especially if you only recently had your line installed) but if may be worth giving it a try.

edit: with regards to renumeration AFAICR they can see when your modem reeboots and I got compensation from the start date of rapid reeboots. Not sure what they offer for failed engineer appointments.

HTH.

--
rmg.

squealy · 14-02-2005, 14:23

That does sound like exactly the problem I've been having rmg although perhaps not to the extent of 3000 reboots a month

. My wall socket was installed in June 2002.

Still heard nothing from NTL. I suspect I have been forgotten again, but don't know that I have the mental fortitude to phone broadband tech support yet again. This really is shoddy treatment as far as I'm concerned.

rmg · 14-02-2005, 14:53

get a new wall socket put in mate. I will happily pm my account details to a cm-tech to see if they can pull the file on the work that was done?

squealy · 14-02-2005, 15:35

Any help you can provide me with would be most welcome. At the moment I'm waiting to hear what the status of my problem is from one of the cm-techs on here, but if he needs those details I'm sure he will ask. Cheers.

rmg · 14-02-2005, 15:39

ok mate, if the tech needs it I will happily pm him my account number and the address that I was living at when the issue occured.

Good luck!