Keep losing connection - please help

cjgurluk · 28-02-2006, 03:19

Hello, I've decided to post a message on here just in case there is anyone who could possibly help me because i have a problem with my ntl connection and ntl dont seem to be able to help me.

im currently on the 10mbit service with the ntl 250 blue modem with a belkin 4 port wired router and i have my pc connected with ethernet cable. i have never had any trouble with my setup and its been perfect for more than 2 years. the only service i have from ntl is the broadband.

all of a sudden my connection keeps dropping and the ready light flashes. this keeps flashing for ages and cant come back on, then the sync light goes off, and i have to wait ages for it to come back on. if i unplug and plug in again this doesnt usually help. once i do get conection back it sometimes goes off again after 2 minutes. my internet is basically unusable now and im paying Ã‚Â£35 a month.

i have been on the phone to ntl numerous times and i have had engineers here 4 times. first they put on an attenuator and equaliser which didnt fix it. then they took off the attenuator and put a new ac adaptor on it, this didnt fix it. and put a new modem on, which didnt fix it. they say the signal levels are fine and thats not the problem. they tested them in my house and also at the green box in the street and they say its all fine. but i still get the problem very often.

i think its worse at night, especially late at night. as im currently house bound its really important that i can use the net and its really annoying me now. its even just cut off while im trying to post this. im not sure what other info would help but here is some stats i got off my pc.

Downstream Receive Power Level : -6.5 dBmV
Downstream SNR : 29.8 dB
Upstream transmit Power Level : 43.3 dBmV

This is from the log i get:
Sun Feb 26 12:41:26 2006 25 Critical(3) 82000200
No Ranging Response received - T3 time-out

Sun Feb 26 12:41:26 2006 1 Critical(3) 82000300
Init RANGING Critical Ranging Request Retries exhausted

Sun Feb 26 12:43:02 2006 1 Critical(3) 68000300
DHCP WARNING - Non-critical field invalid in response.

Sun Feb 26 12:43:49 2006 16 Critical(3) 82000500 Started Unicast Maintenance Ranging - No Response received - ...

Sun Feb 26 12:44:21 2006 1 Critical(3) 82000400
Received Response to Broadcast Maintenance Request, But no Un...

Sun Feb 26 12:44:36 2006 12 Critical(3) 82000200
No Ranging Response received - T3 time-out

it basically does that over and over again. the only option i have is phone ntl again and they will send another engineer but the last 4 times its a complete waste of time. i dont really want to cancel my service and move to BT. i just want my ntl to work again like it did before. i have tried taking the router off and plugging it directly into my pc and it makes no difference.

any suggestions or help would be very very appreciated.
thanks in advance.

KevAmiga · 28-02-2006, 09:19

If you PM me the modems MAC address i can take a look this end, see if i can suggest anything.

pjw77uk1 · 28-02-2006, 10:11

I've been having similar problems for the past few months, though I'm running off a settop box (Samsung).

Is there any way of accessing the signal levels etc from the PC as you can if you have a CM?

**Stuart C** · 28-02-2006, 10:25

Quote:

Originally Posted by KevAmiga

If you PM me the modems MAC address i can take a look this end, see if i can suggest anything.

I can confirm KevAmiga works for NTL.

shamone · 07-03-2006, 18:24

hi, i am also recieving the same connection problems. I am using a 2mb connection, usb, not sure the type of modem but ive had it for 3years now. I only use ntl broadband. When i try connect it lasts for about 30 seconds the the usb light goes off and then the lights flash.
I have contacted ntl and they told me that it is my pc but i have gone through my pc with a fine comb and cant find anything. It keeps doing this, I cant seem to get my head arround it. its really streesin me as i need to access important emails but cant. could someone please help me

cjgurluk · 07-03-2006, 23:21

Quote:

Originally Posted by shamone

hi, i am also recieving the same connection problems. I am using a 2mb connection, usb, not sure the type of modem but ive had it for 3years now. I only use ntl broadband. When i try connect it lasts for about 30 seconds the the usb light goes off and then the lights flash.
I have contacted ntl and they told me that it is my pc but i have gone through my pc with a fine comb and cant find anything. It keeps doing this, I cant seem to get my head arround it. its really streesin me as i need to access important emails but cant. could someone please help me

Hello, just thought i would let you know what happened with mine. After ntl engineers had been out to my house about 6 times and replaced everything the problem still wasnt fixed. After calling the tech support again and speaking to more nice people in India, they said they eliminated that there is any problem with our stuff in the house and that it was a network problem. They sent what they called network engineers who went to the green box in the street and replaced what they called a return path modulator and amplifier and now the problem is totally fixed. My connection was dropping every 10 minutes or so and now its perfect. Maybe the you could get similar results. Good luck with it anyway.

Mystical · 08-03-2006, 12:13

I am having the exact same problems as the original poster and am in the Ilford, Essex area

PC is running Win XP, with no router (straight connection).

10mbit through ethernet

ntl:home 120 modem

Downstream Receive Power Level : -4.13 dBmv
Downstream SNR : 33.03 dB
Upstream Transmit Power Level : 35.00 dBmv

I have contacted ntl once about a week ago who sent an engineer who attached some "Forward Path Attenuator" just before the connection enters the modem. One of 3db and one of 10db. This seems to have made no difference and the connection still drops very often. (just dropped 4 times in the last hour)

Update: Just called ntl again just now, engineer should be coming out today, hope they fix it this time

Mystical · 08-03-2006, 16:00

Update from the last post:

Second visit, this time from a different engineer. He tested the signal levels and said the attenuator's first attached were faulty, he replaced those with one single 15db attenuator.

On first use it seems to be ok but a niggling thought in the back of my head says this is not going to fix the problems as highlighted by the many posts on this forum. Anyways lets see how long it lasts.

New signal levels:

Downstream Receive Power Level : -6.01 dBmv
Downstream SNR : 32.98 dB
Upstream Transmit Power Level : 37.00 dBmv

Are these ok?

pjw77uk1 · 08-03-2006, 16:36

One engineer is no good, two is better - but THREE network engineers finally solved the problem. It's only taken four months!

Mystical · 08-03-2006, 19:43

Quote:

Originally Posted by pjw77uk1

One engineer is no good, two is better - but THREE network engineers finally solved the problem. It's only taken four months!

Mystical · 08-03-2006, 23:27

Update 3:

Well well well, connection just dropped off again 5 minutes ago.

Downstream Receive Power Level : -5.93 dBmv
Downstream SNR : 32.78 dB
Upstream Transmit Power Level : 36.00 dBmv

Seems like lots of other users are experiencing the same, but this attenuator garbage is not fixing it.

Thats twice I have been installed attenuator's... on my next call to TS what should I say, supply me a new modem?

pjw77uk1 · 09-03-2006, 13:16

Quote:

Originally Posted by Mystical

Update 3:
Thats twice I have been installed attenuator's... on my next call to TS what should I say, supply me a new modem?

Although I'm on a 2 Mb service via a STB I can only suggest that the next time an engineer calls and can't find anything wrong with your kit that you ask him/her if it could be a network problem - in other words it's their kit that's playing about.

If your gear is connected and working when the engineer turns then he/she won't see a fault, it's only when it's thrown its legs in the air does a fault show up on the network at the box in the street (apparently). In my case there was more than one fault covering some 10 or 11 cabinets between me and the local UBR, which is one reason it took so loong to sort out.

Mystical · 09-03-2006, 21:39

Quote:

Originally Posted by pjw77uk1

Although I'm on a 2 Mb service via a STB I can only suggest that the next time an engineer calls and can't find anything wrong with your kit that you ask him/her if it could be a network problem - in other words it's their kit that's playing about.

If your gear is connected and working when the engineer turns then he/she won't see a fault, it's only when it's thrown its legs in the air does a fault show up on the network at the box in the street (apparently). In my case there was more than one fault covering some 10 or 11 cabinets between me and the local UBR, which is one reason it took so loong to sort out.

Thanks for the advice, I will keep it in mind for tomorrow!

Update 4:

Same problems occuring with this "non faulty" 15db attenuator, called TS again today, "network engineer" meant to be coming tomorrow afternoon.

Will update on any progress

Mystical · 10-03-2006, 16:04

Update 5:

Third engineer has been and gone. He took off the 15db attenuator and replaced it with a 10db attenuator and a 4db cable simulator.

Downstream Receive Power Level : -2.12 dBmv
Downstream SNR : 33.35 dB
Upstream Transmit Power Level : 36.00 dBmv

Levels look more like they should now, so hopefully it will stay working!

pjw77uk1 · 10-03-2006, 16:27

Was it working when the engineer arrived? If it was then they just seem to try and cure the symptoms rather than the cause. Best of luck anyway.