smucks
29-09-2006, 00:25
Hi all and grab a coffee here's a long one
I have BB and a cable modem no TV only the phone.
I long while ago I moved from the old 2 meg connection on to the 10 meg, this was done due to being able to have a free trial of one month.
During this one month trial period the speed was very good with 9.6 meg total download speed and 487KB/s total up load speed and there was no problems at all so I stayed with the 10 meg.
But on month two I found that my download speed would drop to "at times to under a meg yes total download speed of under a meg" but the upload was still 487KB/s.
Whilst doing various tests I found that while downloading MSN I would only get on average between 100KB/s to 500KB/s instead of between 900KB/s and 1MB/s.
This has been going on now for quite a few months one minute the connection is brill and the next total rubbish.
I have called the Tech help line quite a number of times and have had more arguments with them due to them trying to blame my PC/Network Card etc etc.
But I have two PC's and both have different operating systems and both are maintained by myself as I used to work as a service engineer in a shop for just over two years.
I have had two engineers visit me the first about a month ago who checked the signal levels and found them to be way down on what they should be, he then corrected that and tested the connection on his laptop.
Which was found to be very slow and of poor speed.
He then changed my old 120 modem for one of those new blue ones.
Again he tested the connection and still found it to be the same. He then asked me to check the connect again in a couple of hours to see if there's any change and then left.
After checking the speed I found it to be the same and gave the Tech's another ring this then ended up in the Tech support person saying
"that the engineer should not have left the connection in the state that it was and he should have resolved the issue"
Then he asked me to do various tests and again they tried to blame my PC and hardware which then lead to another shouting match and me asking to be put through to disconnections as I at that moment just about had a belly full of pass the buck after all that would mean that the engineers laptop had a fault too!.
Disconnections listerned to my complaint and asked me to hold the line, after a short space of time they said
"look we have various amounts of staff in the call centers could I please put you through to another Tech support because it clearly sounds like the one you have spoken as not listerned to what you was telling them".
I agreed but after being put through I found that the Tech did not seem to know what he was doing he was asking me to use cmd but the commands he asked me to type in would not have worked due to he totally missed asking me to type "/" after asking to type ipconfig and he wanted me to release my IP address he was asking me to type "ipconfig release" and then because the comand would not work he said you have a problem with your PC.
I am sorry but I just exploded at him and told him that if he had asked me to type the "/" in the comand would have worked and that its not my PC at fault its the lack of knowledge between your ears thats missing and could you put me onto some one else has it is clear that you do not know what your are doing and therefor can not resolve my issue.
I was then put on hold and the phone went dead.
After a few days called Tech support again and this time found that the person knew what they was doing and advised me that I was on the wrong UBR and that he would move me onto the correct one after some tests and fiddling at his end the connection was back up to full speed.
That was until two days ago I notice it had dropped to under a meg again, another call to Tech support. I explained that the connect has been ok for about two weeks and then its gone belly up again.
He did a few tests and found that he needed to speak to another higher level of tech support of which he did and after a quite a few more tests he basically put me onto the higher level tech and another engineer was ordered for today.
The engineer arrived found a problem with the cable coming into the house and replaced the cable on the outside and inside of the house. But after doing a few tests again the connection was found to be still down but better then it was with a whopping down load spead of 5 meg on average.
He explained that it would be now back to Tech support to see if they can do anything.
So after spending about one and a half hours on the phone I then was told that the problem again could be my PC but after explaining I have done a fresh install and checked my PC I was told that the next level of engineer would be a networking one to vistit me. Which I have to call back today to confirm a date.
After speaking to the Tech support I asked to be put through to customer services to try and ask for some kind of help also. I explained the problem fully and then was told that the only thing they could do was to down grade me to the 4 meg connection and that they would give 3 months at half price.
Which does not even come close to the amounts I have paid for the 10 meg connection for which I was then told they would do a second 3 months a half price and again that does not add to the cost and problems I have been having.
So I am now here and I would like any advise that any one can give me also is there a direct way to complain to NTL other the letter as I know from previous experiance the letters do not go answered.
I know I can get the full 10 meg as I have had it for a complete month without any problems so there must be a technical problem somewhere down the line why this have gone belly up.
Just one last thing to add since having the cable replaced I have noticed that my connection speed is up and down like no bodies buisness with speeds ranging from 5 meg to speeds of 10 meg and never a constant or average speed.
I am sorry this is long winded but I am at the point of cancelling both phone and broadband and going BT and Pipex. I do not want to go the BT route but if thats the only option open then I will.
---------- Post added at 23:25 ---------- Previous post was at 23:06 ----------
Just to add my signal levels
Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 2
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -2.6 dBmV
Downstream SNR : 34.8 dB
Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 46400000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 44.0 dBmV
Upstream Mini-Slot Size : 2
And log
First Time Last Time Counts Level ID Text
Thu Sep 28 17:51:49 2006 Thu Sep 28 17:51:49 2006 1 Warning(5) 68010300 DHCP RENEW WARNING - Field invalid in response
Time Not Established Time Not Established 2 Critical(3) 68000300 DHCP WARNING - Non-critical field invalid in response.
Thu Sep 28 15:13:01 2006 Thu Sep 28 15:13:01 2006 1 Critical(3) 82000400 Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Time Not Established 12 Critical(3) 68000300 DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established 57 Critical(3) 68000100 DHCP FAILED - Discover sent, no offer received
Time Not Established Time Not Established 3 Critical(3) 68000300 DHCP WARNING - Non-critical field invalid in response.
Thu Sep 07 13:23:42 2006 Thu Sep 07 13:23:42 2006 1 Critical(3) 82000400 Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Time Not Established 4 Critical(3) 68000300 DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established 2 Critical(3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 1 Critical(3) 68000300 DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established 4 Critical(3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 1 Critical(3) 82000500 Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Time Not Established 2 Critical(3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 1 Critical(3) 82000700 Unicast Ranging Received Abort Response - Re- initializing MAC
Time Not Established Time Not Established 2 Critical(3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 867 Critical(3) 84000200 SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Time Not Established 4761 Critical(3) 84000100 SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
I have BB and a cable modem no TV only the phone.
I long while ago I moved from the old 2 meg connection on to the 10 meg, this was done due to being able to have a free trial of one month.
During this one month trial period the speed was very good with 9.6 meg total download speed and 487KB/s total up load speed and there was no problems at all so I stayed with the 10 meg.
But on month two I found that my download speed would drop to "at times to under a meg yes total download speed of under a meg" but the upload was still 487KB/s.
Whilst doing various tests I found that while downloading MSN I would only get on average between 100KB/s to 500KB/s instead of between 900KB/s and 1MB/s.
This has been going on now for quite a few months one minute the connection is brill and the next total rubbish.
I have called the Tech help line quite a number of times and have had more arguments with them due to them trying to blame my PC/Network Card etc etc.
But I have two PC's and both have different operating systems and both are maintained by myself as I used to work as a service engineer in a shop for just over two years.
I have had two engineers visit me the first about a month ago who checked the signal levels and found them to be way down on what they should be, he then corrected that and tested the connection on his laptop.
Which was found to be very slow and of poor speed.
He then changed my old 120 modem for one of those new blue ones.
Again he tested the connection and still found it to be the same. He then asked me to check the connect again in a couple of hours to see if there's any change and then left.
After checking the speed I found it to be the same and gave the Tech's another ring this then ended up in the Tech support person saying
"that the engineer should not have left the connection in the state that it was and he should have resolved the issue"
Then he asked me to do various tests and again they tried to blame my PC and hardware which then lead to another shouting match and me asking to be put through to disconnections as I at that moment just about had a belly full of pass the buck after all that would mean that the engineers laptop had a fault too!.
Disconnections listerned to my complaint and asked me to hold the line, after a short space of time they said
"look we have various amounts of staff in the call centers could I please put you through to another Tech support because it clearly sounds like the one you have spoken as not listerned to what you was telling them".
I agreed but after being put through I found that the Tech did not seem to know what he was doing he was asking me to use cmd but the commands he asked me to type in would not have worked due to he totally missed asking me to type "/" after asking to type ipconfig and he wanted me to release my IP address he was asking me to type "ipconfig release" and then because the comand would not work he said you have a problem with your PC.
I am sorry but I just exploded at him and told him that if he had asked me to type the "/" in the comand would have worked and that its not my PC at fault its the lack of knowledge between your ears thats missing and could you put me onto some one else has it is clear that you do not know what your are doing and therefor can not resolve my issue.
I was then put on hold and the phone went dead.
After a few days called Tech support again and this time found that the person knew what they was doing and advised me that I was on the wrong UBR and that he would move me onto the correct one after some tests and fiddling at his end the connection was back up to full speed.
That was until two days ago I notice it had dropped to under a meg again, another call to Tech support. I explained that the connect has been ok for about two weeks and then its gone belly up again.
He did a few tests and found that he needed to speak to another higher level of tech support of which he did and after a quite a few more tests he basically put me onto the higher level tech and another engineer was ordered for today.
The engineer arrived found a problem with the cable coming into the house and replaced the cable on the outside and inside of the house. But after doing a few tests again the connection was found to be still down but better then it was with a whopping down load spead of 5 meg on average.
He explained that it would be now back to Tech support to see if they can do anything.
So after spending about one and a half hours on the phone I then was told that the problem again could be my PC but after explaining I have done a fresh install and checked my PC I was told that the next level of engineer would be a networking one to vistit me. Which I have to call back today to confirm a date.
After speaking to the Tech support I asked to be put through to customer services to try and ask for some kind of help also. I explained the problem fully and then was told that the only thing they could do was to down grade me to the 4 meg connection and that they would give 3 months at half price.
Which does not even come close to the amounts I have paid for the 10 meg connection for which I was then told they would do a second 3 months a half price and again that does not add to the cost and problems I have been having.
So I am now here and I would like any advise that any one can give me also is there a direct way to complain to NTL other the letter as I know from previous experiance the letters do not go answered.
I know I can get the full 10 meg as I have had it for a complete month without any problems so there must be a technical problem somewhere down the line why this have gone belly up.
Just one last thing to add since having the cable replaced I have noticed that my connection speed is up and down like no bodies buisness with speeds ranging from 5 meg to speeds of 10 meg and never a constant or average speed.
I am sorry this is long winded but I am at the point of cancelling both phone and broadband and going BT and Pipex. I do not want to go the BT route but if thats the only option open then I will.
---------- Post added at 23:25 ---------- Previous post was at 23:06 ----------
Just to add my signal levels
Cable Modem Downstream
Downstream Lock : Locked
Downstream Channel Id : 2
Downstream Frequency : 586750000 Hz
Downstream Modulation : QAM64
Downstream Symbol Rate : 6952 Ksym/sec
Downstream Interleave Depth : taps12Increment17
Downstream Receive Power Level : -2.6 dBmV
Downstream SNR : 34.8 dB
Cable Modem Upstream
Upstream Lock : Locked
Upstream Channel ID : 4
Upstream Frequency : 46400000 Hz
Upstream Modulation : QPSK
Upstream Symbol Rate : 2560 Ksym/sec
Upstream transmit Power Level : 44.0 dBmV
Upstream Mini-Slot Size : 2
And log
First Time Last Time Counts Level ID Text
Thu Sep 28 17:51:49 2006 Thu Sep 28 17:51:49 2006 1 Warning(5) 68010300 DHCP RENEW WARNING - Field invalid in response
Time Not Established Time Not Established 2 Critical(3) 68000300 DHCP WARNING - Non-critical field invalid in response.
Thu Sep 28 15:13:01 2006 Thu Sep 28 15:13:01 2006 1 Critical(3) 82000400 Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Time Not Established 12 Critical(3) 68000300 DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established 57 Critical(3) 68000100 DHCP FAILED - Discover sent, no offer received
Time Not Established Time Not Established 3 Critical(3) 68000300 DHCP WARNING - Non-critical field invalid in response.
Thu Sep 07 13:23:42 2006 Thu Sep 07 13:23:42 2006 1 Critical(3) 82000400 Received Response to Broadcast Maintenance Request, But no Un...
Time Not Established Time Not Established 4 Critical(3) 68000300 DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established 2 Critical(3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 1 Critical(3) 68000300 DHCP WARNING - Non-critical field invalid in response.
Time Not Established Time Not Established 4 Critical(3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 1 Critical(3) 82000500 Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established Time Not Established 2 Critical(3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 1 Critical(3) 82000700 Unicast Ranging Received Abort Response - Re- initializing MAC
Time Not Established Time Not Established 2 Critical(3) 82000200 No Ranging Response received - T3 time-out
Time Not Established Time Not Established 867 Critical(3) 84000200 SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established Time Not Established 4761 Critical(3) 84000100 SYNC Timing Synchronization failure - Failed to acquire QAM/Q...