Erratic connections - getting nowhere with NTL support - Page 2

Chrysalis · 10-04-2006, 02:17

so your modem is dropping?

you guys need to be sure of whats going on, when it freezes do all the lights flash just before it unfreezes?

IanGuy · 10-04-2006, 03:36

No, the modem doesn't drop at all times. I get packet loss without modem dropping, though sometimes it drops completely then the modem completely cycles (all lights flash as though rebooted).

angi_1 · 10-04-2006, 07:55

we had the ntl package phone broadband tv etc but after a year got rid of the tv and got the phone very cheap because we had so many probs but since we have got rid of the tv package the broadband is really slow and although ive emailed support twice with no reply suprise suprise its as though they have turned my signal down ??? but too much is this possible???

davidsi · 11-04-2006, 21:27

Quote:

Originally Posted by angi_1

we had the ntl package phone broadband tv etc but after a year got rid of the tv and got the phone very cheap because we had so many probs but since we have got rid of the tv package the broadband is really slow and although ive emailed support twice with no reply suprise suprise its as though they have turned my signal down ??? but too much is this possible???

No, I don't think it works that way. It might be worth calling support and just checking what kind of broadband service you are on - just in case something happened to your account when you started cancelling options. It would probably also be worth using the tools (see link in the top bar on this page) to try and get a measure of what kind of performance you are getting so that its less subjective and you have some numbers that might help demonstrate to support the problem you've got..

davidsi · 14-04-2006, 18:20

An NTL engineer came this morning any my problem has been fixed :-). Apparently some of the changes they made on the UBR can affect certain Terrayon modems so the fix was to simply switch me over to one of the newer NTL branded cable modems. That was at about 9.30 this morning (pretty impressed the engineers were working on a bank holiday!) and its been perfect ever since.

nopcode · 14-04-2006, 19:30

can someone verify that its the terrayons at fault? ive had a T-210 for 7 years and since latest round of inprovements, its slowly gotten worse. Do they need a firmware upgrade? or maybe mine has just slowly kicked the bucket, 7 years is a long time.

bellarose · 14-04-2006, 20:27

HI THERE
IM ALSO GETTING PROBLEMS IN THE LAST WEEK OR SO WITH PAGES NOT LOADING AND FREEZING BUT STILL BEEN ABLE TO OPEN OTHER PAGES . IT OCCURS ON MY LAPTOP AND IT IS EVEN WORSE ON THE PC I AM ON BROADBAND BUT FEEL IT IS MORE LIKE DIAL UP.I REBOOT THE SYSTEM TO NO AVAIL I REBOOT THE SET TOP BOX AND IT MAY WORK FOR A WHILE THEN IT GOES DOWN AGAIN .THE PC WENT DOWN AGAIN TODAY AND I HAVE NO IDEA WHY ALTHOUGH THE LAPTOP IS STILL GOOD ALTHOUGH VERY SLOW .I HAVE CHECKED BOTH SYSTEMS FOR VIRUSES AND POP UPS BUT THERE ARE NONE BOTH HAVE NORTON ON .IT APPEARS THAT IT MUST BE THE NTL THAT HAVE THE PROBLEM HOPE THEY SORT IT SOON

nopcode · 14-04-2006, 20:41

it seems like NTL are having issues which cant be resolved right now, too many people posting with the same problems. It just sucks that it happens on a bank holiday weekend too.

Lemonzest · 14-04-2006, 20:53

I've noticed this alot today in the NG7 area, both myself and a friend are having dropped connections/lag spikes almost every 5 mins.

hongkonguk · 14-04-2006, 21:08

I get this several times a week. It won't connect to any web pages,email or messenger. Have to reboot the modem to get it back. The lights remain unchanged when it does this.

Is this down to work being done on the network?

greyripper · 15-04-2006, 12:24

I get this several times an hour! Three engineer visits so far, swaps between UBRs all to no avail. I am in RG41 (Wokingham).
Tech Support are absolutley useless, treating each call like a new fault.
Drops are sometimes for 30-40 seconds, sometimes for 40 minutes - or more.
The CM was replaced yesterday (I was on a Terrayon) but has made absolutely no difference.
Getting very fed-up.

Woodgar · 15-04-2006, 14:32

Quote:

Originally Posted by nopcode

can someone verify that its the terrayons at fault? ive had a T-210 for 7 years and since latest round of inprovements, its slowly gotten worse. Do they need a firmware upgrade? or maybe mine has just slowly kicked the bucket, 7 years is a long time.

The engineer that replaced my Terayon told me that they were no longer compatible with the changes NTL had made to the network: something to do with an increase in power levels.

As to the main issue of the thread, I'm still experiencing random connection drops even with my new NTL250. My connection is substantially better than with the Terayon, which couldn't stay connected for more than a few seconds, but the random drops make online gaming almost impossible. In general use I get my full 2Mb speed so I don't see it as a problem with my modem or PC but just the general instability in NTL's network that others are seeing.

davidsi · 16-04-2006, 22:23

The engineer that replaced my Terrayon said that the changes they were making on the UBR's were knocking out some Terrayon's but not all of them - not sure why its only some (he also said some set top boxes had been hit by the changes as well). He'd apparently replaced a fair few this week and his next visit after me was he suspected the same problem. Since the NTL250 has been installed I've seen no problems.

p-code · 16-04-2006, 23:48

I'm having these terribly annoying connection problems at home too - probably for about a week or so now. I've also got a Terayon modem, and live in Welwyn Garden. The Terayon modem explanation sounds plausible, however whatever problems this household is experiencing are definitely in NTL's bit (ie. cable modem or beyond) rather than my network.

I haven't contacted support yet because of the easter thing. Is there a form of words I can use to talk to support that will give me the least grief and save call costs? (I am technically competent).

davidsi · 17-04-2006, 09:31

p-code, its sounds as if you have exactly the same problem (I'm also in welwyn garden). Firstly, when you call support it seems the 0800 number is still active (they send you an email afterwards to remind you to use the 0845 number...). One of the frustrating things with the first line support is that they assume everyone knows nothing, so you may have to play along with them for a while, but I was told by a second/third level support person that you should be able to request access to second level support on that normal number. I'd give it a go and let us all know how you get on!