NTL - no internet due to network changes

[madman045]

Just to make you aware (if you didnt already know) my folks have been without internet for 7 days now, having contacted NTL tech support on Sunday night, they agreed to send an engineer.

He arrived this morning and it took im 30 seconds to tell us what the fault was.

We have had NTL internet for the last 7 years and use the original modem, NTL have changed their network configuration just over a week ago and the Terayon modems no longer work with the NTL network.

He advises that they are replacing them as and when they have to visit customers, but NTL have not advised customers of this change.

If you have a Terayon modem and your internet stops working all together (cable light flahes slowly for 60 seconds then goes off), give tech support a ring.

[MD]

hmm got one and its still working now - mind you moving house soon so dunno if its worth them changing it.

Matt.

[chrisg22]

Aww just posted some problem sounds alot like this.

Ah well I'll look into this when I get home.

Thanks for the heads up, any idea how you can identify the difference between the modems?

[MD]

I dont mean this to sound sarcastic...but....

It does have Terayon written on the front.

[chrisg22]

I dont mean this to sound sarcastic...but....

It does have Terayon written on the front.

He he I have a dark blue one, I thought it was a generic peice of pap but maybe I missed it I'll take a closer look tonight.

[machinist]

If you have a Terayon modem and your internet stops working all together (cable light flahes slowly for 60 seconds then goes off), give tech support a ring.

That is absolute rubbish and the tech hasn't a clue what he's talking about. I work for NTL and I can categorically tell you we have not 'turned off' Terayons, can you imagine the media storm that would cause if we hadn't told customers.
Your situation sounds like a simple case of modem failure, and of course when that happens it will get replaced with our latest and greatest modem instead. I assume you now have a dinky little blue one ?

[chrisg22]

That is absolute rubbish and the tech hasn't a clue what he's talking about. I work for NTL and I can categorically tell you we have not 'turned off' Terayons, can you imagine the media storm that would cause if we hadn't told customers.
Your situation sounds like a simple case of modem failure, and of course when that happens it will get replaced with our latest and greatest modem instead. I assume you now have a dinky little blue one ?

I'v got one of them dinky little blue 'uns.

[madman045]

That is absolute rubbish and the tech hasn't a clue what he's talking about. I work for NTL and I can categorically tell you we have not 'turned off' Terayons, can you imagine the media storm that would cause if we hadn't told customers.
Your situation sounds like a simple case of modem failure, and of course when that happens it will get replaced with our latest and greatest modem instead. I assume you now have a dinky little blue one ?

I am only repeating what the engineer told me, rubbish it may be, but he is the one replacing them and i know of two other people with exactly the same situation and they are awaiting a visit from an NTL engineer..

[machinist]

I'm not having a pop at you, I'm cross with the engineer. These people are the 'face' of NTL right now, and if they feed customers b0ll0x like that, then no wonder we don't have the best reputation in the industry.

[madman045]

No worries m8

Its nice to know we have industry bods on the forums, all be it taking an inactive view on things.

Andy

[Kumagoro]

I had a similar prob a couple of weeks ago and the engineer said something
about software updates. I didnt actually talk with the bloke so didnt get to
ask more specific questions.

My brothers one went the week before and now a friend of mine has had his
go who lives about a mile away. Something is going on.

These are all the silver type ones.

[jamin]

I work for NTL too, am a Core engineer for the South of england.

I am aware that there are significant upgrades currently ongoing in the NTL regions in preparation for vod etc. In some regions this has involved moving the MCNS from 64qam to 256qam (Downstream) and also some areas have had the upstream carriers moved from QPSk to QAM16 all this increases the amount of data that can flow in both directions. While newer modems from GI and SA will support this unfortunatley some of the older ones will not.

I certainly do not agree with the way that this has (not) been briefed to customers, but the works are necessary and essentially reduce bandwidth contention in the areas affected.

Yo machinist, what dept are you in and where you based?

[madman045]

Well the internet is up and running, got one of those ickle blue modems, however we are still only getting 5mb out of 10mb, so we will be arranging for a downgrade on our package...

[chrisg22]

My mum had a strange incident with NTL yesterday, one of the "lovely" call centre people started shouting at her, so she told him she couldn't understand a word he was saying, and she wanted to talk to someone who was english lol.

I found it funny anyway.