rmal1
27-09-2005, 13:46
Hi Everyone, and thanks for having a great website and community. I've been reading lots here all morning but can't find a solution to my problem.
In ntl WESTMINSTER area, W2
I had ntl hook me up with broadband, with the Install Engineer visiting last Friday 23rd, as booked. He only stayed 5 minutes, as the previous flat owners had had a set top box (I think) and all cabling was in place. He dropped off a CD, saying that the Engineers do not touch the PC. (Is that correct?)
(He was even kind enough to leave a copy of his days work sheet, with all the private details of the people he was visiting that day! I found it on the floor the next day so just shredded it.)
Started software install and after following instructions, the modem, having "Synced" and "Readyed" itself (solid lights green) (plus green Power and Ethernet lights) was unable to obtain an IP from the ntl: DHCP servers.
Tried everything. Really, everything. Still can't get an IP address. Where do I go from here? Cancel the order?
Any help appreciated,
rmal1
In detail what I have done:
Phoned tech support. We restarted everything and tried again. And then again with USB instead of Ethernet cable. I powered off everything for 1 hour and tested again. I used a different laptop, trying both USB and ethernet.
Every time the modem was not getting an IP address to pass on to Windows XP, and Windows was just eventually assigning itself a 169 local address. I tried ipconfig /release & /renew. I tried clearing the netsh catalog thing. Tried without any antivirus and norton internet security. I tried in Safe mode. I even tried in Fedora (Linux).
No IP address.
Phoned Tech support again. We tried booting without the coaxial cable in the cable modem (a NTL:250). And the modem assigned a 192.168.... IP to the PC, but then would not sync once the coax was plugged back in until, and when it did, Windows couldn't get an proper IP (back to the self-assigned Automatic Private 169. one)
Tech support " I will elevate this problem to Level 2"..."Please try it again in 24 hours, and then call back if not working."
Next day not working still. Called back tech support. Took me through the same 10 tests. Eventually told me "I will elevate this problem to Level 2"..."Please try it again in 48 hours"
48 Hours later, still not working. Got through to the very helpful and friendly K.... in Wales, who couldn't get through to the tech support in the Far East as they were unavailable/closed. She suggested I try myself, and if all else fails call her back the next day (today). Tried myself, got through to the tech support in Asia last night, after waiting 35 minutes to muzac.
The guy turned out to be a complete phone jockey, muting his mic every few seconds (no doubt to chat or whatever) And obiviously didn't want to help. After telling him I had tried turning everything off for 2 minutes and then restarting it all, he helpfully suggested I turn everything off and leave it for 6 minutes i.e. get rid of me, call back in 6 minutes, let somebody else deal with it - If of course it didn't just magically work by then. Not wanting to have to endure a 30 minute wait before speaking to him again I turned it all off and stayed on the line with him, telling him everything I had tried, what was excatly wrong, what I tought it could be (NTL servers) and after 6 minutes of this turned it all on and told him it still was not working.
He told me to try again after midnight (i.e. I don't want to help, try someone who cares), as that would be over 48 hours from when I last called (3 days before). Explained I was fed up of waiting and wanted an engineer to visit or someone from ntl to call ME. He hung up.
Back on to K.... in Wales this morning. She got me through to a tech support person in Asia who asked one or 2 questions and then agreed to request an engineer visit. Could not give an estimate of when they might be able to come, or even when they could call me back (she took my home phone no and mobile).
I'm now waiting to be called to be told when an engineer can visit.
Will someone actually call me back to arrange an engineer? I doubt it.
If I could actually speak to someone who actually had the power to organise a solution to the problem (Why will my modem not be given an IP from the DHCP server) I could actually have internet access I am already paying for.
In ntl WESTMINSTER area, W2
I had ntl hook me up with broadband, with the Install Engineer visiting last Friday 23rd, as booked. He only stayed 5 minutes, as the previous flat owners had had a set top box (I think) and all cabling was in place. He dropped off a CD, saying that the Engineers do not touch the PC. (Is that correct?)
(He was even kind enough to leave a copy of his days work sheet, with all the private details of the people he was visiting that day! I found it on the floor the next day so just shredded it.)
Started software install and after following instructions, the modem, having "Synced" and "Readyed" itself (solid lights green) (plus green Power and Ethernet lights) was unable to obtain an IP from the ntl: DHCP servers.
Tried everything. Really, everything. Still can't get an IP address. Where do I go from here? Cancel the order?
Any help appreciated,
rmal1
In detail what I have done:
Phoned tech support. We restarted everything and tried again. And then again with USB instead of Ethernet cable. I powered off everything for 1 hour and tested again. I used a different laptop, trying both USB and ethernet.
Every time the modem was not getting an IP address to pass on to Windows XP, and Windows was just eventually assigning itself a 169 local address. I tried ipconfig /release & /renew. I tried clearing the netsh catalog thing. Tried without any antivirus and norton internet security. I tried in Safe mode. I even tried in Fedora (Linux).
No IP address.
Phoned Tech support again. We tried booting without the coaxial cable in the cable modem (a NTL:250). And the modem assigned a 192.168.... IP to the PC, but then would not sync once the coax was plugged back in until, and when it did, Windows couldn't get an proper IP (back to the self-assigned Automatic Private 169. one)
Tech support " I will elevate this problem to Level 2"..."Please try it again in 24 hours, and then call back if not working."
Next day not working still. Called back tech support. Took me through the same 10 tests. Eventually told me "I will elevate this problem to Level 2"..."Please try it again in 48 hours"
48 Hours later, still not working. Got through to the very helpful and friendly K.... in Wales, who couldn't get through to the tech support in the Far East as they were unavailable/closed. She suggested I try myself, and if all else fails call her back the next day (today). Tried myself, got through to the tech support in Asia last night, after waiting 35 minutes to muzac.
The guy turned out to be a complete phone jockey, muting his mic every few seconds (no doubt to chat or whatever) And obiviously didn't want to help. After telling him I had tried turning everything off for 2 minutes and then restarting it all, he helpfully suggested I turn everything off and leave it for 6 minutes i.e. get rid of me, call back in 6 minutes, let somebody else deal with it - If of course it didn't just magically work by then. Not wanting to have to endure a 30 minute wait before speaking to him again I turned it all off and stayed on the line with him, telling him everything I had tried, what was excatly wrong, what I tought it could be (NTL servers) and after 6 minutes of this turned it all on and told him it still was not working.
He told me to try again after midnight (i.e. I don't want to help, try someone who cares), as that would be over 48 hours from when I last called (3 days before). Explained I was fed up of waiting and wanted an engineer to visit or someone from ntl to call ME. He hung up.
Back on to K.... in Wales this morning. She got me through to a tech support person in Asia who asked one or 2 questions and then agreed to request an engineer visit. Could not give an estimate of when they might be able to come, or even when they could call me back (she took my home phone no and mobile).
I'm now waiting to be called to be told when an engineer can visit.
Will someone actually call me back to arrange an engineer? I doubt it.
If I could actually speak to someone who actually had the power to organise a solution to the problem (Why will my modem not be given an IP from the DHCP server) I could actually have internet access I am already paying for.