Disconnecting

nerionx · 14-01-2006, 21:19

I live in grimsby and for the last week/2 weeks my broadband connection has been very slow and disconnecting every 15/20 mins

I have rang customer support twice and first they reset the account which had no effect, they then the second time claimed it was my firewall settings being too high even though I can actually connect to the internet untill the disconnection happens, and I have the same problems with it disabled.

I have the Ambit 250 Modem on NTL 2mb

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 0
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 5056.941 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 3.5 dBmV
Downstream SNR : 34.6 dB

UpstreamL
Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 33584000 Hz
Upstream Modulation : QPSKUpstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 41.5 dBmV
Upstream Mini-Slot Size : 2

Its getting very irritating now

SLM · 14-01-2006, 21:40

There is nothing wrong with those levels they are spot on. One thing to check is the power source it should be a OEM converter, make sure it is others will not do they will cause faults on the SACM.

Ignition · 14-01-2006, 23:15

Ask them to recheck there could very easily be a fault with noise on the upstream path that isn't showing.

In addition if they cannot come up with any ideas if you are seeing your cable light on your modem flashing when you are losing connection (it should be solid on) this confirms a loss of synchronisation with the ntl equipment. If that's the case you need an engineer visit as it could be a fault with anything from your modem to your green street cabinet and beyond.

nerionx · 14-01-2006, 23:55

Quote:

Originally Posted by Ignition

Ask them to recheck there could very easily be a fault with noise on the upstream path that isn't showing.

In addition if they cannot come up with any ideas if you are seeing your cable light on your modem flashing when you are losing connection (it should be solid on) this confirms a loss of synchronisation with the ntl equipment. If that's the case you need an engineer visit as it could be a fault with anything from your modem to your green street cabinet and beyond.

The lights go off and eventually a bubble pops up in the corner of the screen saying windows is trying to get an ip address or something.

However I have noticed just now its not playing up at the minute and also on speed tests i get 1.8mbps as opposed to 150kbps I was getting earlier
I think perhaps they have too many people using it down my street during peek times?

To be honest I can live with the speed drop, but the disconnects are driving me mental

MR_CLARK · 15-01-2006, 09:29

Sounds very similar to the problem i'm having. Basically whenever the modem gets loaded (file downloads, net radio, torrents etc) it will randomly reboot, with the sweeping flashing light effect (knightrider).

What modem is it? seems NTL ambit 120's seem to have this problem...

Good luck with customer support, they really don't wanna know... They run their pretty tests and come to the conclusion everythings fine.

good luck

Ignition · 15-01-2006, 09:39

This isn't the same issue, don't cloud it

Quote:

I have the Ambit 250 Modem on NTL 2mb

Jim galbally · 15-01-2006, 10:06

mine's been up and down like a yo-yo for the past few days. but it appears to be back on fine now (bromley)

nerionx · 15-01-2006, 12:57

Tracing route to google.com [72.14.207.99]
over a maximum of 30 hops:
1 * * * Request timed out.
2 45 ms 46 ms 48 ms nott-t2cam1-b-v131.inet.ntl.com [80.4.47.237]
3 20 ms 30 ms 43 ms nott-t2core-b-ge-wan84.inet.ntl.com [80.1.79.225
]
4 71 ms 79 ms 52 ms nth-bb-b-so-300-0.inet.ntl.com [62.253.188.37]
5 27 ms 46 ms 29 ms nth-bb-a-ae0-0.inet.ntl.com [62.253.185.117]
6 * 47 ms 34 ms so-0-3-2-0.loncr4.London.opentransit.net [193.25
1.254.141]
7 41 ms 86 ms 55 ms po2-0.loncr3.London.opentransit.net [193.251.242
.21]
8 111 ms 118 ms 127 ms po3-0.nykcr3.NewYork.opentransit.net [193.251.24
3.21]
9 120 ms 124 ms 113 ms po3-0.nykcr2.NewYork.opentransit.net [193.251.24
2.209]
10 158 ms 160 ms 160 ms po13-0.chicr2.Chicago.opentransit.net [193.251.2
40.137]
11 125 ms 124 ms 123 ms google-eu-customers-4.GW.opentransit.net [193.25
1.249.30]
12 143 ms 146 ms 138 ms 216.239.46.5
13 140 ms 176 ms 164 ms 66.249.95.120
14 152 ms 194 ms * 72.14.236.20
15 150 ms * 142 ms 66.249.94.78
16 * 140 ms 136 ms 66.249.94.74
17 127 ms 162 ms 172 ms 72.14.236.134
18 141 ms 186 ms 170 ms 72.14.207.99

SLM · 15-01-2006, 15:18

Quote:

Originally Posted by nerionx

I think perhaps they have too many people using it down my street during peek times?

The amount off people using the net does not matter in your local area its when you get to an over loaded ubr that you would notice. Your local area can support upto 48 drops (houses) so as long as your levels are ok which looks like they are it is either your SACM or something else.

nerionx · 15-01-2006, 18:37

I rang them again today, he did more tests which passed even though I could not access a single page, then we had the arguments about there being 2 firewalls installed which i assured him there was not.

Then I told him the ready light has started flashing, I got put through to an English person and now theres an Engineer comming out.

Sadly I wont be here to explain the problem but I have left a note.

How many people work NTL customer Support because the guy I got through to is the same one i got twice yesterday

Stuart · 15-01-2006, 18:49

Quote:

Originally Posted by MR_CLARK

Sounds very similar to the problem i'm having. Basically whenever the modem gets loaded (file downloads, net radio, torrents etc) it will randomly reboot, with the sweeping flashing light effect (knightrider).

What modem is it? seems NTL ambit 120's seem to have this problem...

Good luck with customer support, they really don't wanna know... They run their pretty tests and come to the conclusion everythings fine.

good luck

I that case, you need to call customer support. If they don't fix it, I suggest you try the Reponsetek system (http://www.cableforum.co.uk/board/forumdisplay.php?f=81)

ginaten · 16-01-2006, 13:07

Quote:

Originally Posted by nerionx

I live in grimsby and for the last week/2 weeks my broadband connection has been very slow and disconnecting every 15/20 mins

I have rang customer support twice and first they reset the account which had no effect, they then the second time claimed it was my firewall settings being too high even though I can actually connect to the internet untill the disconnection happens, and I have the same problems with it disabled.

I have the Ambit 250 Modem on NTL 2mb

Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 0
Downstream Frequency : 402750000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 5056.941 Ksym/sec
Downstream Interleave Depth : taps32Increment4
Downstream Receive Power Level : 3.5 dBmV
Downstream SNR : 34.6 dB

UpstreamL
Upstream Lock : Locked
Upstream Channel ID : 1
Upstream Frequency : 33584000 Hz
Upstream Modulation : QPSKUpstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 41.5 dBmV
Upstream Mini-Slot Size : 2

Its getting very irritating now

---------- Post added at 14:07 ---------- Previous post was at 14:05 ----------

Live in scunthorpe. Since October on switching on pc I am frequently getting message "new hardware detected - cable modem". Have used a restore point which worked but on other two occasions contacted NTL paid helpline to be directed what to do - no explanation from them (could be my MSoft Updates was one reason!). Any reason for this happening as very frustrating.

Thanks.

nerionx · 16-01-2006, 19:52

Engineer came replaced the modem, reset the connection, said the signal was a little too high and has installed an attuner
I have also wiped my computer and reinstalled from scratch to make sure it is not the problem

Well Im still getting very slow speeds and constantly cut off

nerionx · 17-01-2006, 14:24

Ok as far as I know its fixed. I rang up ntl during the day and I got through to an English person for a change, he was alot better help and actually explained the results of the tests and helped me test different setups by carrying out more when I asked.

I have replaced the mobo in my machine with a spare and it is now 100% fine

My faith in NTL customer services is restored