Dropped connections, proxies and stuff - Page 2

magpie03 · 19-03-2006, 21:13

Well, I guess its a phone call then.
Oh, wait a minute - I can't because their database is down for maintainence!

Roll on Monday evening...

Web-Junkie · 20-03-2006, 00:17

Read this thread:

http://www.cableforum.co.uk/board/sh...ad.php?t=43920

magpie03 · 20-03-2006, 01:17

Quote:

Originally Posted by Web-Junkie

Read this thread:

http://www.cableforum.co.uk/board/sh...ad.php?t=43920

Oh wonderful, so basically, speaking in non-technical vocab my modem is a great steaming pile of kaka. Lovely!

Mr engineer man, prepare to be called out...

Web-Junkie · 20-03-2006, 12:42

He most likely will replace the Teryon with a blue NTL 250 modem, so hopefully it should make an immediate difference to your connection, judging from my mates experience.

Hope all goes well

magpie03 · 22-03-2006, 20:23

Quote:

Originally Posted by Web-Junkie

Hope all goes well

I've had several late evenings at work, and so tonight was my first chance to actually ring ntl to request an engineer.

I had filled in the online form on the forum homepage complaining about the response from the call staff, and to be fair to one of the ntl workers they did reply with an agreement that the modem is faulty (apparently he checked some details and it has rebooted itself 1111 times recently!!). His suggestion was to ring to arrange an engineer.

So tonight I tried.

All I got was "All our staff are busy, please call back later [CLICK]" Phone call terminated.

This is really unacceptable customer service - to not even be able to ring and make a request for an engineer because of a fault with their equipment.

I have already phoned BT with a view to reactivating my phone line and using ADSL. It has to be more stable and a better standard than what I am getting at the moment.

ntl really does suck at the moment

, and I'd be interested to see how many customers they have lost over the past month with the recent problems.

IanUK · 22-03-2006, 20:28

Tonight everyone is probably calling because it appears that most of the country is having massive problems with the NTL network, just for a change..

magpie03 · 23-03-2006, 16:18

Well I have spent the afternoon looking at broadband suppliers going through a BT line. I cannot continue trying to use my computer without a stable connection to the web, and so ntl is going to have to go. The TV package went to Sky before Christmas, and was the best decision I made.

Looks like I'm about to make another good move.

I'll ring BT to reactivate the line, and then I think I'll opt for a RELIABLE provider for BB.

BTW, can I alter from an ntl BB package down to the dial up 'as you go' option - to keep my email address until I remember all the places that I am signed up to with that address!?

Jon M · 23-03-2006, 16:24

You can set a forwarder on your NTL address to whatever address you prefer.

---------- Post added at 16:24 ---------- Previous post was at 16:21 ----------

Just login here: http://selfcare.ntlworld.com/cgi-bin/frontend to set it up.

magpie03 · 23-03-2006, 16:31

But if I cancelled my BB acount, the email would not work anymore wouldn't it?
With the Pay as you Go dial up, I could keep the email 'live' until it wasn't needed.

Or do ntl keep their email accounts going even when an account is closed?

Jon M · 23-03-2006, 16:42

AFAIK it will continue to forward for 6 months... if in doubt however talk to NTL and find out.

---------- Post added at 16:42 ---------- Previous post was at 16:40 ----------

Beware however, after checking some searches on the forum it seems that if you request an account removal it will be removed too unless you ask specifically.

Hopefully whoever you call at CS will be able to help.

magpie03 · 23-03-2006, 19:08

Quote:

Originally Posted by Jon M

Hopefully whoever you call at CS will be able to help.

Except that I cannot get through to CS - just an annoying message about being busy and an engaged tone.

Is this a cunning strategy to avoid conversations about faults and cancellations?!!

---------- Post added at 19:08 ---------- Previous post was at 17:32 ----------

Well, I finally got through after going through alternative menus, and eventually got put through to a guy in India who tried to tell me that there is a fault today in Nottingham and that that would be causing the problem.
Fortunately I had the reply from my ntl feedback form in front of me and quoted it to him.
I was then put on hold for 15 minutes as I waited for TS to book an enginner.
Eventually the guy in India came back on the line and said that there was no one to take the call, and I should call back tomorrow after 6 to try again.

This is unbelievable. Customer service? Customer no-service I think. I cannot get an engineer to come out to mend a dodgy modem (that ntl have said is faulty), and is giving me only 35 minutes connection between each drop.

Not happy. Not happy at all.

Web-Junkie · 24-03-2006, 01:57

Let's just hope there are some nice chaps who work for NTL reading this and offer to give you a dig out, you should be getting better support than that.

magpie03 · 28-03-2006, 18:20

A final message regarding this modem issue I've been facing.
After getting nowhere asking TS for help, an engineer was booked for Monday 27th to check the modem. I made it clear that as a teacher I could not get home until 4pm, and could the engineer get to visit after that. The helpful CS woman made a note of this.
Monday evening I got home at 3.45 to find that the engineer had left a note - already visited.

I tried to rebook a visit instantly, but because the visit hadn't been signed off by the engineer yet, they couldn't rebook. After a while, they arranged for a new appointment a week on saturday.

However, today I have phoned BT and they are coming to reactivate the line soon.

As soon as this is done they will sort out a BB connection for me.

I will be cancelling ALL my ntl services tonight, and moving to a provider who value their customers and offer helpful support.

Oh - and it was so nice to speak to CS that was helpful and polite to me.

Thank you ntl, and goodnight.

yorkieand · 30-03-2006, 15:22

Zep said [quote][/You can never completely bypass the NTL proxies unless you specify a different proxy on a non-standard port.QUOTE]

How do you do this please?

magpie03 · 17-04-2006, 00:37

Just a note to say that the dropped connection issue has been sorted (finally).

It took phone calls to customer service, india (no help

), tech support india (no help

), faults, uk (tried to help - but put me back to TS who were no help), retentions, uk (who promised to help...) and finally the escalations department, uk, who called me to ask why I was leaving, said they would get an engineer to me within 12 hours and when the engineer arrived he said what I had said all along;
It WAS the black terayon modem at fault, so he replaced it.

Total time spent trying to get this issue fixed = over 2 months
Total time engineer spent solving problem = 1 minute

In 10 days time though BT will be installing my new BB service, as I have lost faith in ntl through their inept CS department.