Modem or network problem?

jem16 · 29-08-2004, 16:10

I've been having a problem with all aspects of the service today. Web pages very slow to load, often not at all. This is the same for email and newsgroups. My son just spoke to his friend who lives half a mile away - he's not having any problems.

I the decided to reboot the cable modem. Everything was fine for a couple of minutes then the problem returned. Rebooted again - connection returns and then is lost again within a minute or so.

I also have a router but it seems fine as I can connect to each PC in the network.

Has my modem given up - it's a Motorola 3100? Or is there a network problem? Also can anyone give me the telephone number to call if it is a modem problem?

paulyoung666 · 29-08-2004, 16:30

it would be helpful to know where you are

jem16 · 29-08-2004, 16:35

Quote:

Originally Posted by paulyoung666

it would be helpful to know where you are

Yes it probably would

I'm in Glasgow - Renfrew UBR.

paulyoung666 · 29-08-2004, 17:04

have you tried this speedtest to see if anything obvious shows up ???????

jem16 · 29-08-2004, 17:28

Quote:

Originally Posted by paulyoung666

have you tried this speedtest to see if anything obvious shows up ???????

Yes I have.

Shows anything from 50% to 100% packet loss.

At the moment I'm getting a connection which I also had half an hour ago. Then I lost it again within minutes - we'll see how long it stays.

paulyoung666 · 29-08-2004, 17:33

not sure if it will help , but have you tried specifying a proxy ??????????

jem16 · 29-08-2004, 17:47

Quote:

Originally Posted by paulyoung666

not sure if it will help , but have you tried specifying a proxy ??????????

Yep - makes no difference whatsoever. Now on dial up connection as I can't get anything with my cable modem.

paulyoung666 · 29-08-2004, 17:53

looks as though it is a local issue then , do you know anyone else in your street who you could ask if they are having problems ????????? , or how about a bit of docs diag to see if that shows anything up

Chris W · 29-08-2004, 18:41

The phone number you need for tech support is 0845 650 0121, however, due to systems upgrades they will not be able to access any diagnostics until Wednesday after midday.

jem16 · 29-08-2004, 19:03

Thanks for the phone number.

I asked my next door neighbour and his connection is fine. I decided to connect the modem directly to my PC, rebooted - got a connection fine for a few miniutes. Then changed back over, rebooted - all seems fine at the moment.

We'll see what happens.

jem16 · 29-08-2004, 20:23

My connection stayed for about 17 minutes this time and then I lost it.

I tried the modem directly connected to the PC again and waited to see what would happen. After a few minutes I lost the connection - seems to rule out a router problem.

It seems the problem is either in my cable or the cable modem itself. Should i just report a fault and get an engineer out? Don't really want to hang about till midday Wednesday for tech support when I'm fairly sure it's the modem or cable.

paulyoung666 · 29-08-2004, 20:27

have you had a play about with docs diag , if you can then it would show up a signal level problem , if it does then you have some ammo for ntl when you ring them

jem16 · 29-08-2004, 20:48

Quote:

Originally Posted by paulyoung666

have you had a play about with docs diag , if you can then it would show up a signal level problem , if it does then you have some ammo for ntl when you ring them

Haven't tried it yet. I did do a line test and this is what it shows.
http://www.broadbandreports.com/quality/nil/1494201

Chris W · 30-08-2004, 00:29

You will not be able to get an engineer booked until Wednesday anyway, because the harmony upgrrades mean that no engineer requests can be processed. It is irrelevant whether it is the modem, or the cabling to your house, as either will require an engineer reqest. If you next door neighbour's connection is fine, then it doesn't sound like a wider network issue, but an individual problem- hence engineer visit will be needed.

jem16 · 30-08-2004, 16:57

Quote:

Originally Posted by monkeybreath

You will not be able to get an engineer booked until Wednesday anyway, because the harmony upgrrades mean that no engineer requests can be processed. It is irrelevant whether it is the modem, or the cabling to your house, as either will require an engineer reqest. If you next door neighbour's connection is fine, then it doesn't sound like a wider network issue, but an individual problem- hence engineer visit will be needed.

Thanks - I found that out today when I phoned.

My connection wasn't working at 8am. My son tells me that it was working at 12noon when he got up and was working fine until 4.10pm when I came home - must be me! Started working again five minutes ago. I really can't see it being the modem unless it's a very strange fault.

Here's my latest line test. Any ideas anyone?
http://www.broadbandreports.com/quality/nil/1494989