Broadband only at half speed

[poppy10]

Hi, I got 4MB NTL broadband installed on Thursday. However it has only been running at 2MB. Is this common - do I need to wait for things to get settled in - or is it a mistake on NTL's part?

[SnoopZ]

Originally Posted by poppy10

Hi, I got 4MB NTL broadband installed on Thursday. However it has only been running at 2MB. Is this common - do I need to wait for things to get settled in - or is it a mistake on NTL's part?

Can you run this speedtest and paste the results. http://homepage.ntlworld.com/paul.ma...speedtest.html

What does your modem config say? Go to http://192.168.100.1/CmOpConfig.asp login/password both root.

The config for 2mbit will read:-

Maximum Downstream Data Rate : 2048000
Maximum Upstream Data Rate : 200000

4mbit will read:-

Maximum Downstream Data Rate : 4096000
Maximum Upstream Data Rate : 400000

10mbit will read:-

Maximum Downstream Data Rate : 10240000
Maximum Upstream Data Rate : 512000

If you're not on your expected speed you need to phone NTL.

[keef285]

I am paying £34 for a connection that is not even half the speed it should be......and don't tell me to phone NTL..............I was on the phone to India the other day only to be told after an hour that I hade the wrong colour Ethernet cable in my Terayon modem..........is it not possible to speak to someone in the U.K. ?

---------- Post added at 13:19 ---------- Previous post was at 13:17 ----------

Sun, 17 Dec 2006 13:18:31 GMT

1st 512K took 1391 ms = 368.1 KB/sec, approx 3033 Kbps, 2.96 Mbps
2nd 512K took 1015 ms = 504.4 KB/sec, approx 4156 Kbps, 4.06 Mbps
3rd 512K took 1344 ms = 381 KB/sec, approx 3139 Kbps, 3.07 Mbps
4th 512K took 1328 ms = 385.5 KB/sec, approx 3177 Kbps, 3.1 Mbps

Overall Average Speed = approx 3376 Kbps, 3.3 Mbps

[SnoopZ]

Originally Posted by keef285

I am paying £34 for a connection that is not even half the speed it should be......and don't tell me to phone NTL..............I was on the phone to India the other day only to be told after an hour that I hade the wrong colour Ethernet cable in my Terayon modem..........is it not possible to speak to someone in the U.K. ?

---------- Post added at 13:19 ---------- Previous post was at 13:17 ----------

Sun, 17 Dec 2006 13:18:31 GMT

1st 512K took 1391 ms = 368.1 KB/sec, approx 3033 Kbps, 2.96 Mbps
2nd 512K took 1015 ms = 504.4 KB/sec, approx 4156 Kbps, 4.06 Mbps
3rd 512K took 1344 ms = 381 KB/sec, approx 3139 Kbps, 3.07 Mbps
4th 512K took 1328 ms = 385.5 KB/sec, approx 3177 Kbps, 3.1 Mbps

Overall Average Speed = approx 3376 Kbps, 3.3 Mbps

The Terayon isn't capable of doing 10mbit and is completely incompatible with QAM256. So if your area has been upgraded to QAM256 you will get more problems than normal. Have a look a this thread.

I'd suggest Phoning NTL and demanding a modem replacement. If they say no unless you pay £50 then demand to be transfered to retention so you can cancel. Retentions will do anything to stop you quiting, in which case make sure they drop the £50 charge.

[dtweek]

Sun, 17 Dec 2006 13:46:21 GMT

1st 512K took 4047 ms = 126.5 KB/sec, approx 1042 Kbps, 1.02 Mbps
2nd 512K took 4015 ms = 127.5 KB/sec, approx 1051 Kbps, 1.03 Mbps
3rd 512K took 4032 ms = 127 KB/sec, approx 1046 Kbps, 1.02 Mbps
4th 512K took 4140 ms = 123.7 KB/sec, approx 1019 Kbps, 1 Mbps

Overall Average Speed = approx 1040 Kbps, 1.02 Mbps

Your lucky you're getting 2meg. I've just upgraded to 10meg
as I was only getting 1.2 through my set top box. Had 10 meg all
last week, now today when I came to the net, I'm struggling to get
1meg. Heavy Xmas traffic?

I know this for certain once my 3 month trial ends, I'll not be
keeping the 10 meg service. I'll just drop down to the base as
it's half the price and at the moment double the speed

---------- Post added at 13:52 ---------- Previous post was at 13:49 ----------

[jellybaby]

I'd be very suprised if you got 10 meg through your STB

[SnoopZ]

Originally Posted by jellybaby

I'd be very suprised if you got 10 meg through your STB

I agree, as i'm told you can only get 1mbit on a Pace and around 6-7mbit on a Samsung.

[dtweek]

sorry perhaps I should have mentioned that my upgrade included getting a modem. My Pace box would give me 1.2 meg. when I was paying for 2 so I called and complained and they said they'd give me 10 meg for 3 months at no extra cost. After 3 months I have to call and get downgraded to basic again otherwise they will start charging me.

But at present my old set top box speed is actually quicker than the modem they've given me. Suspect network issues.

[keef285]

Not heavy Xmas traffic, I have been running slow for two weeks now..............I will have a go at phoning NTL tomorrow.......if I am put through to India I shall hang up straight away as I can't stand another mind numbing hour going through all thier scripted replies.

[aldiboronti]

I'm calling NTL tomorrow too. Much the same story, averaging around 2 to 3 MB on a 4MB service, and at peak times it can drop to beneath 1MB. I've rung them three times about this, and each time they put me through the same bloody routine, even though the second guy gave me a reference number to quote if the problem persisted, to save going through the basics. The third guy paid no attention at all, I had to go through the hoops again, only to be told that I should ring back when the speed was really slow!

If they don't send an engineer this time I'll tell them where they can stick their service.

[dtweek]

Just did a repair connection, reboot of modem and wireless router. Now gettign a mighty 3 meg. Can't wait till this 50 meg service gets rolled out as then I might actually get something nearer to 10 meg regularly.

[poppy10]

Mon, 18 Dec 2006 08:49:20 GMT

1st 512K took 2172 ms = 235.7 KB/sec, approx 1942 Kbps, 1.9 Mbps
2nd 512K took 2453 ms = 208.7 KB/sec, approx 1720 Kbps, 1.68 Mbps
3rd 512K took 1891 ms = 270.8 KB/sec, approx 2231 Kbps, 2.18 Mbps
4th 512K took 2156 ms = 237.5 KB/sec, approx 1957 Kbps, 1.91 Mbps

Overall Average Speed = approx 1963 Kbps, 1.92 Mbps

Cable Modem Operation Configuration
Network Access : Allowed
Maximum Downstream Data Rate : 2048000
Maximum Upstream Data Rate : 200000
Maximum Upstream Channel Burst : 1600
Maximum Number of CPEs : 1
Modem Capability : Concatenation Enabled, Fragametation Enabled, PHS Disabled

Looks like NTL have got it wrong

[SnoopZ]

Originally Posted by poppy10

Looks like NTL have got it wrong

Yes you need to give them a ring.

[keef285]

Well..........it seems as if I have finally got somewhere, I was put through to India.........but this time I was on the phone about 10 Mins and he came to the conclusion that my Terayon cannot run at 10meg......the upshot is that they have booked me in for a modem change on Fri 5th Jan 2007....we'll see if they turn up............

[poppy10]

So here goes. I phoned up last Monday to enquire about their current special offers. They are doing 2 for £20 at the moment (2Meg broadband and select TV package). They offered to upgrade it to 4Meg for an extra 6.99 a month - £26.99. I was made this offer both times I phoned. I accepted and got it installed on Thursday.

However it's only been running at 2 Meg. I gave it some times to 'settle in' but it's still 2Meg.

Today:
- Phoned broadband technical support. They said I must have been put on the wrong tariff and said to phone upgrades.
- Phoned upgrades. They denied such a package (4Meg broadband and select TV for 26.99) existed. Said I must have misheard the sales people, and that I was currently on the 2 for £20 package. Refused to put me through to a supervisor.
- Phoned sales, posing as a new customer. Again was offered the deal for £26.99. Revealed I was already a customer and asked to have the package I have bought. She got stroppy with me, saying I was currently on the £26.99 package, I should be getting 4 Meg broadband, and I need to phone broadband technical support. (IMG:style_emoticons/default/eek.gif)