Archived Topic
Topic ID 366
Connection Problems
I have had problems getting onto the Ware Online website the last couple of nights. I am wondering if anyone else has been having problems or is it just my useless NTL Broadband connection gain.
0 replies
Archived Replies
Reply ID 2560
i have not been able to login for days . done the old password reminder thing - no response . great innit.
Reply ID 2561
NTL have been giving this announcement since 25th September ntlHome Internet Service - All packages Ntlhome Internet customers using the Ntlworld Mail service may be experiencing problems accessing the service, this is because of a technical fault. Our engineers are aware of this issue and working on a resolution. We would like to apologise for any inconvenience caused Hope this helps Edited by - Wareshome on 26 Sep 2003 16:13:31
Reply ID 2562
It was the loss of connection to Wareonline the last couple of evenings that I was referring to which seems alright during the day. I do know that NTL have great problems between Ware and what they call their 'Head-End' at Luton causing tremendous 'Packet loss' with very slow and intermittent connections for this area. They have been apparantly been working on that for a couple of months now.
Reply ID 2563
I have that same problem and send them mails on a regular basis, thats when I can send them mails, just so they do not forget. We are paying for a service we are not receiving so I would suggest you do likewise. It seems we have to winge a lot to get anywhere! other than that I am happy with the service just annoying of an evening.
Reply ID 2564
Thanks for the above. I too have been having trouble with getting into my e-mails. Until recently my NTL broadband has beenfine, but just recently...
Reply ID 2565
You need to contact ntl even though the phone queue can take 10 minutes. I had problems using the net but the engineer fixed it by changing an old connection in the road outside which was jamming the signals. Everything works perfectly now although I must admit that some connections are taking up to a minute on broadband but this is still an improvement on the previous times.
Reply ID 2567
Ray2 (Ray, ginger cat, wellard) Actually, you have been locked out of the forum for posting abusive messages - your fowl language will not be tolerated on Ware Online. Do you wish to rejoin the forum? Please note, the account of any user who posts messages that break the conditions of use, agreed to when you signed up to this forum, will be locked out.
Reply ID 2569
Oh this makes me so happy, I thought there was something wrong with my PC Thank you!
Reply ID 2570
I have to agree cat - I too was beginning to question my PC. I'm glad it's been pinned down to NTL. Thanks for the posting Barzey.
Reply ID 2571
At last, I believe I now have some more ammunition to fire at them as they have been claiming that they do not have any other similar complaints/problems from Ware. My particular problem has been going on for some time and as a result I have had a direct number into NTL at Luton. I shall speak with him tomorrow and pass on the comments from this forum and keep you all informed.
Reply ID 2573
Yes please Barzey, guide him to this forum and ask him to take part. Let us know what he has to say. Thanks
Reply ID 2574
We've been having problem between 6pm and 9:30pm (peek times, suspect don't you think?!) for the last two weeks now. I've now written 3 mails of complaint and only received automated replies. Either something is technically wrong or good ol NTL trying to save some money have just got too many people on each switch. Chem
Reply ID 2577
We've been having the same sort of problems with connecting to internet sites (not just Ware Online!), this has been going on for several weeks now. Each time we've rung NTL they keep saying that it must be something to do with our network at home and nothing to do with them at all. I will try ringing them again today(and probably end up hanging on for nearly an hour on hold!) and tell them that it's obviously not just us and there are plenty of other people in Ware who are having trouble with their NTL Broadband connections!! I'll keep you posted if i get any developments! Edited by - david c on 27 Sep 2003 10:13:06
Reply ID 2578
To save all that time spent on the phone we should all agree to send them an email every time it happens. I know! If it's playing up you cannot send emails, if you write the mail and hit "send" it will sit in the "out box" till it can. Set up a mail in "drafts" so you will not even have to write a fresh mail each time just update it. Surely a mail every time from one and all would make the difference. Or would it?
Reply ID 2589
oh dear Admin . Apologies for any offense . Please reinstate my user
access for Ray. I will promise to be good from now on . Thanks
Your Ray account is back and Ray2 has been locked. Thanks for the public promise to be good 
Reply ID 2616
Sorry for the delay in my reply on this, but I have been out of the country since my last post. I have eventually got through and spoken to my regular contact at NTL in Luton this afternoon and briefly informed him of the findings contained within this post. He informed me that he is going to take a look at all the comments, but has advised me to call up and show this page to the “Hertfordshire Network Operations Manager” whom will be attending my home tomorrow along with other Senior Technicians. They will now have to acknowledge that there is a problem in the Ware sector as they can clearly see that there are many of us in this area that are experiencing the same and similar problems. Hopefully they will do their best to rectify the matter as soon as possible. Thank you for all your replies, I think the more replies we have will be quite productive as they will clearly see that we are now able to collectively get together on our local forum. That way they are no longer able to fob-off anyone in Ware by casting aspersions upon our personal computers and equipment like they appear to have been doing to us all individually in the past up until now. Hopefully through these efforts we will be able to obtain a better and consistent service for us all in Ware. I will keep you posted.
Reply ID 2619
Update as promised. The aforementioned people from NTL attended this morning and completed their checks at various distribution places within the Ware area and found that their readings appeared to be satisfactory. After which they attended my house and confirmed the same. Oddly enough the service had been unusually good all morning for a change although there was some ‘Packet Loss'. Anyway, they left my place and said they would be completing work and checks in Ware all day and will return later on after 4pm. (As that is when the Broadband connection gets rapidly worse) They returned just after 4pm and began monitoring, they very soon saw that the readings were already gradually dropping and increasingly worsening as 4-30pm and beyond came. Having witnessed that, the ‘Network Operation Manager’ said that he would now arrange for his field teams to re test and monitor the lines again during these particular times. He also said that he would like to arrange for a string of simultaneous checks to be done with the co-operation of other customers within a close proximity and within the Ware area as well. So perhaps those of you whom have also been suffering and hopefully want it sorted out, may want to help.
Reply ID 2620
Well done Barzey. I am willing to get involved with this to get an improved service, is there a chance of an email address to the "Network Operations Manager" that we could register.
Reply ID 2622
Okay then Wareshome. I shall contact him and make the proposition to see what he wants to do regarding any willing volunteers. I should think he will be well pleased. He and his team do seem a very willing bunch and appear to be more than eager to get it all resolved.
Reply ID 2623
Bit of luck at this time of the night- - I have just managed to contact him on his mobile and told him that you for one are willing to assist. He has asked if I could let him have details of anyone in Ware that wishes to assist on this and he will sort something out. So is it possible for Ware Online to collate such a list to give to him? That way he will not be personally inundated with enquiries if his direct/privileged number is given out.
Reply ID 2624
Count me in.
Reply ID 2625
I will have a word with Craig.
Reply ID 2626
Yes please count me in too.
Reply ID 2627
me too
Reply ID 2628
Me to Please, I get problems ajw
Reply ID 2633
Waresome, I have a reply from The network Operations Manager and he wishes to get in contact with you as 'Moderator' to get the ball rolling. Can you please contact me via e-mail, so I can furnish him with the details to contact you direct.
Reply ID 2645
NTL - Booo , I used to use them but after waiting in a Q on my mobile for 30mins to report total cable loss no B-Band no TV only to be told that engineers were on the way and "I dunnow when it will be back" sort of put me off. They ignore emails (until the problem is fixed) and then were going to send the bailiffs round over a £18 bill that I had paid. never ever again. Anyone want to buy a NTL cabel modem ? going cheep quack quack ??
Reply ID 2651
I don't know if this has anything to do with your particular problem but I have NTL on the TV and some evenings it goes blank for a few seconds, this happens a few times and then its ok again.
It's only a problem when I miss the crucial sentance in a nice juicy murder mystery, I havn't had cable before so i'm not sure if this is normal 
Reply ID 2653
I dont know whether it is normal or not, but i have been having this problem in the evenings as well. as you say it is only for a few seconds and normally happens two or three times, then it's ok. 
Edited by - david c on 13 Oct 2003 12:33:55
Reply ID 2654
We get that problem with the TV going of for a minute but comes back on almost imedietly, And allways at a crusial time. ajw
Reply ID 2655
As far as I know these guys deal with the Broadband side of things. However I know that the Networks Operation Manager is reading this forum and If I get any feedback I shall let you all know.
Reply ID 2659
Having been in contact with Barzey, the NTL Manager would like a total of 4 people involved, as John T and Jay were the first to respond if they would let me know if they are happy for me to forward their email addresses to NTL. If more people or information are required a post will be placed on this topic. At no time will email addresses be published on this forum and confidentiality will be maintained. This topic will be updated by Barzey if when there is anything to tell.
Reply ID 2661
Yep, quite happy, although i suspect that we may not have experienced quite the same level of frustration and problems as many of the other correspondents, and we have not kept any kind of log of what problems we have experienced. So, if anyone more affected (and organised on the records side) wants to take part, feel free. Having said that, my e-mail has been very difficult to get onto today & yesterday...anyone else notice anything odd?
Reply ID 2668
Yes I am fine about that wareshome.
Reply ID 2669
I quite oftern have problems getting into e-mail, it takes several mins to connect I thought it was supossed to be quicker on broadband. ajw
Reply ID 2670
Ditch the NTL service for another ISP... I used to have their cable TV, and their customer service is really very poor. They may be cheaper than BT Openworld and BT Broadband, but it goes to show that you get what you pay for.
Reply ID 2671
Broadband is quicker than traditional narrow band services, but quite often these services are contended. Think of a 4 lane motorway with a single lane slip road. Congestion!!!
Reply ID 2672
We only have the BB & Phone, and until recently i would say that the service (connection-wise) has been very good. Occasional slow periods or one-off dns-errors, but otherwise fast and reliable (sorry folks). Recently though, its been poor after 4pm most days. Nice analogy about motorways and slip-roads Roger. I think I understand the concept now. Perhaps its the A10 works up by Wodson that are causing this problem......do you think?? Edited by - John T on 14 Oct 2003 22:23:16
Reply ID 2674
It appears that the E-mail problems that have been apparent for some while may have hopefully been sorted out as mine is 'flying' this morning. But there was an outage last night and I for one was unable to get online at all, which according to their bulletin board has been resolved but there is planned maintenance still for a couple of days yet. As promised as soon as there is any feed back from the Network Operations Manager I shall pass it on.
Reply ID 2675
I rang the NTL technical assistance line last night at about 9:00 p.m. and a recorded message said they knew they were having problems with some web sites and with e-mail. By 11:00 things seemed to have improved.
Reply ID 2770
Hello all, I have just received a comunication from the network Operations Manager whom apologises for not being able to sort out our problems over the last week due to extreme circumstances. However he will be contacting the arranged volunteers next week and assures me he will be doing everything he can to resolve the problems we are all having with the Internet.
Reply ID 2858
I have just received a further update from the Network Operations Manager. Apparently they have now found a problem on the 'Ring' covering the area that I reside in. This particular problem will also impact on other people using the service in what they refer to as the 'North End' of Ware. They are going to commence the necessary work to rectify the problem on the 11th November. Let's hope that this will provide us with the service that we should be receiving at last.
Reply ID 2859
Fingers crossed that this will work, hopefully with minimum disruption to the service!?!
Reply ID 2868
It keeps asking me for my password, keep typing it in and it keeps asking me it again! getting fed up with it actually although internet is running okay - just my email.
Reply ID 2876
Jay - I used to have that problem a lot and I found the best way was to go into I.E then Tools\Options\Accounts and re-set the password from there, it seemed to be a lot longer before I was pestered for the password again. Anyway, hopefully we will not have such problems after the 11th
Reply ID 2878
I have terrible trouble with my ntl e-mail. If i`m writing a long e-mail that takes more than a couple of minutes to write,when i try and send it,it often says log-on again without sending or saving the e-mail.VERY annoying.
Reply ID 2880
I often have this problem. I find that using 'Save Draft' occasionally helps. Alternatively, write the e-mail in 'Word' (or whatever) and cut and paste it.
Reply ID 2885
Having a very fast broadband connection at work, I moan at home about how slow our modem is. As we have ntl digital for the telly, I was seriously considering signing up to their broadband service. However, following the complaints on here from everyone who uses the service I don't think I'll bother! Is anyone actually satisfied with ntl's co-called Broadband service?
Reply ID 2889
I am quite happy with the service they seem to have improved it as I do not have the slow down of an evening that I used to have. As NTL admitted there was a fault, thanks to Barzey, progress has been made and with the update from Barzey seven posts back that further improvements are to come on the 11th you should consider NTL as an option.
Reply ID 2890
Over the last few days the connections have been a lot better and we've not had any problems on the scale of previous times!! Lets hope that we'll have even better connections next week!!?
Reply ID 2892
Yep I am happy with my connection too now. I still have a slight problem with the email but I am glad I went to NTL broadband.
Reply ID 2894
I too am pleased to see that there has been some improvement for everyone since NTL began addressing the problem, although it is still not as it should be yet. Hopefully the 11th will see an end to the problems for everyone and a complete improvement of the service to as it should be. I hope I am not too early with saying this, but I must say that this has really been down to the usefulness of “WareOnline”. It has enabled the customers of NTL in the Ware community to form a small Cooperative whom were therefore able to present their collective case and offers of assistance to the folks at NTL to trace and rectify what has been a long term problem.
Reply ID 2896
I am generally very happy with my NTL BB service. We have had it 14 months now, and there have been a few problems recently, now and again, but i am aware that the other options available have similar (possibly worse?) drawbacks. The 1mb service seems very fast too. As i live on the north side, perhaps it will be even quicker faster after the 11th?
Reply ID 2897
I too am very happy with the Broadband (600K) service. I have occasional problems with the e-mail service saying my session has been logged out, but otherwise...
Reply ID 2946
Does anyone know if the proposed improvements happened on the 11th? I cant say that I have noticed any improvement in the service to speak of. In fact,it seems as if it has been a bit slower than usual yesterday and today. Edited by - John T on 13 Nov 2003 18:37:58
Reply ID 2949
Thanks for that John T. I received a mail last night from the 'Network Operations Manager' asking just that. At the moment as far as I am concerned I agree with your findings. So if anyone else can supply a report I can and will pass it on to him.
Reply ID 2952
As far as I can see, there have been no improvements to the speed of the Broadband service. However it hasn't been as slow as it has been in the past!
Reply ID 2960
As it happens I find that the Broadband is running like a Lame Dog tonight. Anyone else experiancing the same?
Reply ID 2961
Same here in LBG - the world wide wait.
Reply ID 2968
Oh well! It looks like whatever they found and repaired on the 11th was not causing all our problems in Ware.
Message has been sent to 'Net Op Manager' accordingly so he can continue his efforts to trace the faults and get things rectified and running as they should be.
I am on the 1 meg service and only getting speeds varying between 160 and 820Kbps (Even been as low as 60 and 70 Kbps until recently) using the following Website which is:-http://www.toast.net/performance/ This being the test site that the NTL engineers used themselves at my home.
Obviously these readings are not acceptable when you are charged £35 per month for it.
Reply ID 2977
I tried to change from USB to ethernet (didnt realise I had it on my machine until recently). I realise you have to do it through the NTL disc but everytime I put it in i got the bsod. can anyone help on this? Not being "comptuer" minded - do i uninstall the broadband and then reinstall? All help will be gratefully received.
Reply ID 2980
Hi Jay, I personally cannot remember what had to be done when I changed over from USB to Ethernet(but the Ethernet is certainly more stable) I do remember that I rang the Tech Support (charged local rate for B/B service) and they talked me through the procedure.
Reply ID 2982
Ok thanks for that will phone them tonight.
Reply ID 2983
Jay... We had our PC changed from the USB to the Ethernet connection by Twin Computers in Ware...apparently something needs to be changed in the actual hard drive...we havn't had any problems since... Dave T.
Reply ID 2984
Hi I wish I could help you but I can't. I hope you can sort it. I have a computer problem too - I cannot type Word as when I try and open it (Word), my machine tells me that the INT32 DLL File is missing, ???!! Whatever that is ?
quote:
I tried to change from USB to ethernet (didnt realise I had it on my machine until recently). I realise you have to do it through the NTL disc but everytime I put it in i got the bsod. can anyone help on this? Not being "comptuer" minded - do i uninstall the broadband and then reinstall? All help will be gratefully received.
Reply ID 2987
Hi-Ya Just me, It sounds like int32.dll could refer to a 'Word' file. If it is it may be worth trying to re-install 'Word' and select to 'Repair' any files if the option is offered. I am not sure if this will work, but it is an avenue I would take.
Reply ID 2991
quote:It was very easy when i did this. (I am running Xp - dont know if that makes any difference, but if you are using that too, it should be the same process??) If i remember correctly, all i had to do was just turn off the modem, connect the patchlead (ethernet) cable from the socket on the back of the modem, into the port on the pc, then turn the modem back on. When the 'sync' and 'rdy' lights on the cable modem stop flickering, turn on your pc and boot it up. Then it all sorts itself out somehow (....at least thats what happened for me!). It wouldnt hurt to try that out procedure anyway, as it shouldnt mess up any settings already applied. Failing that, spend a couple of quid and ring the ntl help line and they will talk you through it..best to ring them mid afternoon though when they are slightly less busy than evenings and mornings. Edited by - John T on 18 Nov 2003 20:50:28
I tried to change from USB to ethernet .............All help will be gratefully received.
Reply ID 2994
Connection Problems, I couldnt get connected at all when i tried at 5pm to-day that was with NTL. Did anyone else have this problem. ajw
Reply ID 2997
Yes I lost connection around that time for a short while too
Reply ID 3001
Thanks Barzey for your reply ajw
Reply ID 3016
NTL has been shite most of this year for me. DNS is the main problem on off on off on off. i'm going to change to BT ADSL i've had enough, farewell NTL .....
Reply ID 3017
Last night the connection was really slow, so bad that I decided to put in a complaint and requested a reduction in charges as this is not the service I am paying for. It took an age to complain which made it all the worse, I shall let you know their reply.
Reply ID 3019
I found the service very slow again last night. Good luck with the complaint. I look forward to hearing how it turns out.
Reply ID 3020
I found it extremely slow last night - thought it was my machine - obviously not! I too shall complain.
Reply ID 3021
The more we all repeatedly complain the better, especially now that we are able to present a collective voice through this forum. Let's face it, the 11th and recent afforts have not been too productive has it? I myself have retained a total of 262 messages to and from NTL since being with them in a folder aptly named NTL in my Outlook Express. This has proven very handy and turned out to be of great advantage for me when they denied receiving any messages at one time. I use the e-mail reporting method rather than hanging on for ages on the telephone waiting for an eventual answer, which is usually of little use anyway. Plus of course I have a permanent record of the complaint.
Reply ID 3027
Barzey It appears to me that the guy at NTL who has been dealing with your complaint has been schmoozing you/us, albeit perhaps in a well intentioned way.........perhaps he has even been deliberatly leading us up the garden path hoping that you/we will get bored and go away or put up with it? It was easier for him to just deal with one person on behalf of us all, and we are all grateful for your effort and time on this, but i guess that its time for us all to now bombard this man with e-mails demanding some action? Errm.........assuming we can get online to do it, that is.
Reply ID 3036
Hi JohnT, Yes I am inclined to agree to an extent but he has been giving it a real go and I do know that he hasn't given up on us. However the more people that can continually mail\write\phone-in the faults the better, as it must give him some support\ammunition for his team to spend more time and effort on the Ware problem.
Reply ID 3063
Needless to say that NTL had a Nationwide 'outage' last night
Reply ID 3064
Yes nothing last night, all night, no emails no internet not pleased will be complaining today.
Reply ID 3065
I am sick and tired of NTL there Service is Appaling, Last Evening I could not get into the INTERNET at all from when I went on at approx 9-45pm. There Service is getting worse Im thinking of going back to BT, I think we should get a Refund after all we pay enough. ajw
Reply ID 3066
NTL posted this on their status servers yesterday at 4.30pm. 25 November 2003 16:32 DNS - affecting all internet packages Due to a major server outage, ntl:home internet customers on all packages may currently be experiencing problems with ALL internet access, including web browsing, email, ftp and newsgroups. Our engineers are currently investigating and hope to resolve this issue as soon as possible. Please accept our apologies for any inconvenience caused. Please note that due to the nature of this outage our technical support lines are much busier than normal, resulting in long wait times on all lines. If you suspect this issue affects you, please check this page or the ntlworld server status line on 0800 052 4315 for updates
Reply ID 3068
That'll explain why i was having trouble with everything except MSN messenger!!! I feel a letter (or e-mail if i can get on at home) of complaint coming on!!!!
Reply ID 3094
To keep everyone up to date on this, I have received a mail from the Network Operations Manager. He has now 'escalated' the Ware problem to a higher level and awaits further response from his Superiors.
Reply ID 3096
Barzey Very pleased to hear that. Time has come for positive action as innocent human Lives are at very literally being put 'at risk' by this extremely poor service!! Today, my wife was deeply involved in the last 2 minutes of bidding for a particularly juicy item on an E-bay auction, and tensions were high in the T house. She had been following the progress for some days, and family plans had to be made to fit around the auction close time...(....Its sad, its true and its my life...pity me?) Armed with a cunning plan, a desire to win, poised with her last-few-seconds winning bid, and wielding a credit card, she confidently entered her new final bid when disaster struck! An NTL system go-slow stopped the page refreshing for over a minute!! Let me tell you, the air was blue, the dog hid, and the smell of fear was ripe and full from the other family memebers cowering in the vicinity of a very cross Mrs T, when it transpired that bidding had closed for her long-coveted item during the delay! We only survived by following the finely honed survival instincts that we have developed over the years, but others may not be so lucky if it happens again! If the Network Operations Manager could be made to come to our house and demonstrate his BB service in a live test auction scenario, with the thwarted Mrs T at his side, i feel that we would soon see the enormous improvement in service that we all deserve. By the way, The Network Operation Manager sounds like an impressive title, so who is the higher level superior he is intending to escalate the problem to? The Network Operation Manager Manager?
Reply ID 3099
Sorry to read of your plight there John T, sounds like it was really touch and go for the household. Joking aside though, it is typical of what is happening. It’s as though NTL pick their moments on purpose isn’t it? I think I can safely say that we are all thoroughly fed up with the service supplied to the Ware area by NTL. It puzzled me as well as to whom he would escalate the problems to, but he has assured me that he will let me know when he gets a reply. Let’s hope that he gets a better response to his enquiries than we have had to put up with as their customers. Meanwhile folks keep sending in the E-Mails to NTL Customer Service, complaining each and every time you are receive service problems. I think it is the only way to keep on the pressure and achieve something here.
Reply ID 3112
Hi folks - For what it's worth the service appears to be running like a lame dog again tonight. (Report already sent to NTL) Below is the best reading that I have had so far this evening and considering it is meant to be a 1 Meg service and on a 3 Gig CPU it's atrocious as you can see. Mon, 1 Dec 2003 21:13:04 UTC 1st 128K took 6109 ms = 21456 Bytes/sec = approx 179 kbits/sec 2nd 128K took 6860 ms = 19107 Bytes/sec = approx 159 kbits/sec 3rd 128K took 5187 ms = 25269 Bytes/sec = approx 210 kbits/sec 4th 128K took 11172 ms = 11732 Bytes/sec = approx 98 kbits/sec
Reply ID 3118
Just seen this message: - As part of our commitment to provide you with an excellent standard of service, from Sunday 30th November to Tuesday 2nd December we’re making some improvements to our systems. During this time you will be unable to make changes to your Internet service, however you will still be able to send and receive emails, surf the web and upload to your webspace. Our Internet support centres will have no access to their systems during this period, normal service will be restored on the morning of 3rd December. We apologise for any inconvenience caused. And just to rub salt into the wound I cannot send emails.
Reply ID 3119
Lets all wait and see IF there is any improvement tomorrow morning?!!!!!? hmm, I notice though, they've not specified what part of the morning 'normal' service will be resumed!! Edited by - david c on 02 Dec 2003 19:03:18
Reply ID 3126
I complained by phone last week - the person on the other end of the phone asked me what I expected him to do! so i told him for the dosh i pay i want a service that works and doesnt suddenly stop and then tell me that it cant send or receive emails.
Reply ID 3149
Did anyone else have trouble recieving e-mails on NTL Broadband yesterday? The Web was working but at least 2 e-mails have not arrived.
Reply ID 3156
I have had a reply from the Networks Operations Manager whom informs me that he has now done all he can possibly do and as a result it is now taken out of his hands by what is referred to as "Network Planning". They apparantly are now looking into the Ware problem themselves. Let's hope they can sort it out. Needless to say I have asked for details of how to contact these particular people and await a reply.......
Reply ID 3157
I don't know if this helps but i to have had the same problems with browsing and emails for ages and im on the 1 meg service and i was on windows 98se but when i upgraded a week ago to Windows XP i seem to surf at the right speed and no problems with my emails.
Reply ID 3159
If only that was the problem, we've got XP, but still having big problems with the service from NTL!!
Reply ID 3164
Yes ditto here, I had WIN98 then recently over to XP but still the same problems. It's not to do with the version of windows or your individual set ups. I firmly believe that it's an NTL problem which lies with there not being enough bandwidth being supplied\allocated to the Ware area. That is why there is such a significant crash in the service at the busier times of day.
Reply ID 3168
Hi, I have been reading this with interest. I don't live in Ware but over here in Welwyn I have been without my NTL Broadband service for 10 days. After numerous telephone calls and engineer visits, they finally came clean and admitted that my area is oversubscribed and there basically isn't enough capacity for all it's users! Apparently they had known about this for a few days but were waiting for a large block of complaints to see how widespread the problem was before taking any action! I have now been told that it may be up to three weeks before anything can be done! Needless to say, I have cancelled my NTL account and have signed up with a rival service.
Reply ID 3170
Over the weekend, the service has been better than of late. I'm hoping that this will continue and of course now improve dramatically, otherwise i get the feeling that other people will be leaving NTL as well!?!
Reply ID 3201
I have had the worst couple of days ever, the system was so slow that I was able to walk away make tea and still have to wait. Yet another mail to NTL but this time I received a reply and await the the "Customer Relations Team" to contact me, if ever. My intial contact was through the complaints line which I followed again last night with a complaint registration number which I received from a previous complaint. I have now been contacted by "Luton Support" who have passed my complaint on to "Customer Relations". You have nothing to lose but all to gain give them a mail and maybe we will all benefit. [url]http://www.support.luton@ntl.com[/url]
Reply ID 3203
I shall be doing that tonight - complaining that is - the system was so slow last night I gave up, but now I have an address i shall be complaining and besides what happened to the ntl person that was supposed to have contacted us?
Reply ID 3204
Hi Jay - Thats a thought, did this guy ever contact any of you that volunteered at all please? I will be interested to see just how intent he was after he suggested such and we responded.
Reply ID 3205
I think i was one of the volunteers, but no-one contacted me. But did anyone give him my contact details??
Reply ID 3207
I had all the details ready for the Manager so he had more to go on but it seems with NTL it's all words and no action. If we all try the mail address in my previous post it may bring a response. I have asked for a refund as I am not getting the service I am paying for and so NTL are not fulfilling their part of the contract.
Reply ID 3209
Cheers for the info Wareshome. I have sent him a mail asking him if he bothered making contact, after all it was his request that I\we arranged it. Where I go from there will depend on his answer, because reading this he didn't contact anyone which seems like a one finger salute to us. By the way the service seems to be a lot better tonight and giving reasonable speeds. So perhaps the barrage of complaints sent have made them turn up the power a bit. But keep it up folks, complain via the link given by Wareshome each and every time. Do not settle for a poor service like we have been getting, after all they charge enough for it - make them deliver the goods as promissed. Keep the pressure on and don't let up until it is satisfactory.
Reply ID 3212
quote:Yes it does...... see my earlier mail re Schmoozing.
... reading this he didn't contact anyone which seems like a one finger salute to us.
quote:I fear not. I guess it is just that fewer people than normal were sucking-up the bandwidth available. Probably fewer because of the poor service? Theres an idea! I would like to suggest that everybody cancels their NTL contract immediately...........everyone except me, that is, so that i can work and surf with ease.
By the way the service seems to be a lot better tonight and giving reasonable speeds. So perhaps the barrage of complaints sent have made them turn up the power a bit.
Reply ID 3215
I have now spoke to the Service Technician and he has spoke to the Senior Technician and I have discovered we in Ware have only 1 UPR where others have 2 or 3, I do not know if this is towns of equal size. Other information, the modems in Ware and their use was checked and if this makes any sense to anyone please let me know, URO usage, cable up stream 5 25%, none in the area above 50%. To be fair to the Tecnician he did point out that he could only sort indiviual problems such as PC or modem faults. This was a 36 minute phone call and all the information has been logged so any NTL technician can access it. I shall now go back to customer relations.
Reply ID 3222
Nice one Wareshome. I still haven't had a reply back from two mails sent this last to the Network Operations Manager which confirms what we all think I guess. It also looks like we are in for a bad weekend on the system too, as just after 9am this morning I am getting speeds of as low as 339Kbps which is just about a third of what it should be. This is using the McAfee speed test which is the most reliable one available.
Reply ID 3245
I have nearly given up. I think the system has stopped as I cannot get through to most web sites, no point in having Broadband this slow.
Reply ID 3248
I have just spoken to a contact at NTL Support in Luton and he has just informed me that they are going to effectively install another UBR (Universal Broadband Route-setter) for Ware sometime at the end of this month/ or the beginning of January. He seems quite confident that this will alleviate the problems we have been having. We can only wait and see... Meanwhile I have tracked down the illusive 'Network Operations Manager' whom apologises for not contacting the volunteers. However he states he feels as frustrated about the problems as us and assures us he can do no more until Network Planning do their bit. To this end he has advised that everyone here in Ware whom are experiencing problems, e-mail the Customer Support each and every single time they are getting problems, as Customer relations are telling him that there are not that many complaints made to them from Ware. Remember that telephone calls can be easily forgotten and denied but e-mails cannot be 'ducked' and you should at least receive an auto-reply from them. I personally keep a copy of every message/reply I send to them in a separate mailbox which has come in very handy in the past. So keep pushing folks.
Reply ID 3261
I thought I'd report my bad service exeperiences to NTL as well this evening, only to find out the email address Wareshome has suggested isn't valid. (or at least it's not anymore) Can someone confirm the correct email address to send complaints to please.
Reply ID 3263
I have just sent a complaint to support.luton@ntlworld.com and hoped for the best - its just ABOMINABLE tonight - if it goes any slower it will stop. I have had enough and if they dont get their finger out then I shall be cancelling and signing up elsewhere - its a joke paying for a "service" that you really dont get!
Reply ID 3265
Hi Craig I have checked my mail and the address [url]support.luton@ntl.com[/url] is correct but [url]support.luton@ntlworld.com[/url] may also be valid too. If it's slow send em a mail and maybe we will get the service we are paying for. Edited by - Wareshome on 16 Dec 2003 15:59:01
Reply ID 3272
Wareshome - it bounced right back.
quote:
WWW.SUPPORT.LUTON@NTL.COM on Mon, 15 Dec 2003 21:34:11 -0000 The recipient name is not recognized The MTS-ID of the original message is: c=gb;a= ;p=ntl corp;l=MAST-DC0-SE080312152134Y6DHVAKS MSEXCH:IMS:NTL Corp:CableTel Datacentre:MAST-DC0-SE08 0 (000C05A6) Unknown Recipient
Reply ID 3273
I've never had any long outages or problems using Pipex as my ISP for broadband. [url]http://www.pipex.com[/url] They work using a BT line, and Ware is within the coverage area. Their rates are pretty competitive too. I hope this is useful. BurningFuse.
Reply ID 3276
I have just been contacted by NTL Support-Luton and informed that they made an error and that the work on the UBR will now not commence until February which is a bit of a blow considering how long this has been going on. They informed me that the address for complaints is direct to them at support.luton@ntl.com (that's no www or anything else)
Reply ID 3285
I was just going to say the same thing... i wrote last night to support/luton@ntl.com -got an answer today saying pretty much the same as what Barzey says.
Reply ID 3330
heh i live in ware, i have 1 meg ntl . and i hardly have ne problems
Reply ID 3333
This was our response from NTl after this week's moan about the slow speeds: "Thank you for your email regarding your Broadband connection. I have spoken to Cable Modem Technical Support who have confirmed that there is no fault with your Broadband connection, and that it is a PC issue." No acknowledgement then of any upgrade intentions?
Reply ID 3345
Keep trying John as they do not seem to talk to other departments till prompted to do so. Quoting Ware Online has been very useful too.
Reply ID 3348
Hi John T - The reply from ‘Cable Modem Tech Support’ is the usual ‘bilge’ that they have been quoting to us all individually over the last 2 years mate and getting away with it. But that is until we have got together on this forum. They are now fully aware that there is a problem in this particular area and to hopefully rectify it they are now going to split and effectively install another UBR in February as previously stated. If any of you are told different please take Wareshomes advice and quote ‘Ware Online‘ also the ‘Network Operations Manager’ at Luton and 'Support’ at Luton whom are very well aware of it all.
Reply ID 3355
I have been having the same prolems like everyone else here by the sound of it And I have Just got this reply from the complaint I made about conection speed We are sorry you have been experiencing problems with this facility. There is some work being done at present to upgrade our network capacity. Unfortunately, while this work is going on there will be unavoidable degradation to some aspects of the service. We are making every effort to minimise the impact of this, and I can assure you we will restore to normal service as soon as possible. For your convenience, there is a freephone ntlWorld `Status Line`, which is there to advise of any serious issues we know about, or are working to fix. The number is 0800 052 4315. You could also check the status page in the `help` section of the ntlWorld website: http://www.ntlworld.com/help Please accept our apologies for any inconvenience you have been caused. I hope the above answers your query, however, should you need further assistance, please don't hesitate to contact us again. Regards Philippa Ntl:home Technical Support Bureau Sounds like a cop - out ah ???
Reply ID 3356
I also asked for a refund , as I wasn't reciving the service I pay for , and this is what I got ' Regarding compensation, unfortunately we cannot guarantee that the service will be fault free, however if a fault is found, we can then look into any credit after the fault has been rectified. ' If I can be of any further assistance, please do not hesitate to contact me on support.luton@ntl.com Julia Goodman Customer Support
Reply ID 3362
Well for the last week this system has been non existent - and no there is nothing wrong with my computer, in fact I am starting to great really angry because I cannot access the stuff I need to I shall certainly be phoning them telling them they either do something constructive or I will be cancelling and going with a competitor - sod the cost I want the service.
Reply ID 3363
Jay I understand your anger, ring them by all means but also use the mail address as that is a hard copy message. Use this site as a reference it makes a difference.
Reply ID 3373
I have just spent 10 minutes trying to open up a new e-mail to send to NTL support at Luton. I have now typed this and sent it off saying how disgusted i am at the service (or severe lack of service) that we are currently receiving from NTL. Hopefully i will get a decent response from them tomorrow!?!?!
Reply ID 3418
I don't know if it's the same with everyone (hopefully it is!), but the internet seems to be an awful lot quicker today. hopefully they are starting to sort something out!?!?! Hopefully it'll carry on throughout the evening as well!!
Reply ID 3421
I am not, nor will I ever be, an NTL customer. I've had reason to deal with them in the past and in my experience they are inefficient, disinterested, uncommunicative and out of touch. Their postcode database hasn't been updated for six years, they don't return telephone calls or reply to letters, their call handling systems are not customer friendly and from what I read and hear from many sources, their service leaves much to be desired. If you're unhappy with their service (hands up anyone who is!) then vote with your feet and go elsewhere. Nothing will change at NTL until they see the churn rate go above the industry average (new customers measured against lost customers). At present the churn rate is 14.4% (Sep'03), a fall on the previous year from 16.4%. My impression is that NTL have little understanding of their customers' experience of the company, nor do they seem to care. Until the bottom line suffers, they have little incentive to worry. A competitive multichannel TV service can be had from Sky and ADSL is arguably faster than cable broadband. Edited by - steve on 06 Jan 2004 20:20:01
Reply ID 3464
erm Steve, we are talking about broadband here - not their cable channels
Reply ID 3466
Someone from NTL did try to get int ouch with me on Chrsitmas Eve after my complaining e-mail, but have not tried again since. Apparently they were going to try after the Christmas break. We did then receive a letter acknowledging the compliant and that it would be investigated!??? The Broadband service has (i'm not holding my breath on it lasting) been working quite quickly, but still not as fast as it used to! I'll keep you all posted on any joy i get from them.
Reply ID 3486
My Computer was not working again this evening for about 1hour, I have complained to NTL but didnt get much responce from them. Did anyone else have Problems this evening, I Live in the Kingshill Area of Ware. ajw
Reply ID 3487
Same problems tonight AJW, I am on broadband and it is working slower than a modem link! I could draw the log on page quicker. Link seems patchy at times, some nights lightening speed others are like waiting for paint to dry. I hope the Network Operations Manager at NTL will sort it out once and for all as per replies received back by other Ware Onliners.
Reply ID 3489
The last couple of days have seen the service go extremly slow again. I shouldn't have spoken too soon!! lol!! We ahve now sent another long complaining e-mail to the customer support centre. the never did ring back after they said that they would. Hopefully they will this time.
Reply ID 3497
I have been out the country for a couple of weeks and can see that tonight the speeds are useless. It seems that nothing has changed while I have been away and we are all still suffering from a really bad service. I have already sent the necessary messages to NTL as well and will continue to do so each time in support of you all.
Reply ID 3530
The service seems to be running a little better tonight at around 60% of it's alleged capabilities. Although there is a reported problem shown on the service status at 18:56 hrs with the e-mail, making it very difficult to access. Has anyone heard anything further from NTL apart from them stating that they are 'investigating' it?
Reply ID 3533
We've not heard anything back from NTL apart from, as you say, 'we are investigating the matter'. I've still not even had the return phone call that i was told would happen!!! It seems it's not just the service for Broadband that they need to look at, I think they need to look at their customer service as well!!
Reply ID 3538
Just back from a trip away and no change with the service, as intermittent and unreliable as ever. I had been informed by NTL that they would be making improvements in the New Year but they would be at the end of January and into February. Nothing was or is going to happen overnight, I am as frustrated as everyone else but I am willing to give them a chance. I shall be ringing them in early February to enquire on the progress which I shall report on this forum.
Reply ID 3622
Got to state that the Broadband service is running like a Dog again tonight. Pages are taking ages to come up. I presume that we are all struggling again.
Reply ID 3624
The last few days have seemed alright, but as you say barzey, tonight is very slow again!! Still not received the promised phone call that i was meant to get after Christmas!! i feel another 'heated'(?) e-mail coming on to NTL.
Reply ID 3625
I too have had a slow connection tonight but now, 2300hrs it's fine. You all must have logged off.
Reply ID 3626
Someone has sent me an email copy of a complaint letter that was sent to NTL , its one of the funniest things I have ever read. Not sure if you'd appreciate me posting it here ( it is clean ) but if ever you get to read it..... do ! Of course I could be persuaded....
Reply ID 3632
oh go on then "ware downunder" post your NTL e-mail...you know it makes sense!(..it`s almost Austraila Day, after all)
Reply ID 3634
Ware Downunder, you can mail it to Craig and leave to him to decide if it is relevant to the topic or put it on yourself and I'll leave it for a week and take it off on your behalf. Your choice.
Reply ID 3663
> > =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- > > > > > > > > British Letter of Complaint > > > > =========================== > > > > > > > > What follows is an example of British humour in > > > > a complaint letter sent sent to a British ISP. The > > > > piece suggests two things: > > > > > > > > 1) Australians and Canadians are not the only ones > > > > who get poor service from their ISP, cable or alarm > > > > companies. (NTL is a cable operator in Britain). > > > > > > > > 2) The Poms probably write the world's best > > > > letters of complaint. > > > > > > > > Dear Cretins, > > > > > > > > I have been an NTL customer since 9th July 2001, when I > > > > signed up for your four-in-one deal for cable TV, cable > > > > modem, telephone, and alarm monitoring. During this > > > > three-month period I have encountered inadequacy of > > > > service which I had not previously considered possible, > > > > as well as ignorance and stupidity of monolithic > > > > proportions. Please allow me to provide specific > > > > details, so that you can either pursue your > > > > professional prerogative and seek to rectify these > > > > difficulties -- or more likely (I suspect) so that you > > > > can have some entertaining reading material as you > > > > while away the working day smoking, and drinking > > > > vendor-coffee on the bog in your office. > > > > > > > > My initial installation was cancelled without warning, > > > > resulting in my spending an entire Saturday sitting on > > > > my a**e waiting for your technician to arrive. When he > > > > did not arrive, I spent a further 57 minutes listening > > > > to your infuriating hold music, and the even more > > > > annoying Scottish robot woman telling me to look at > > > > your helpful website. HOW? I alleviated the boredom by > > > > playing with my b***S for a few minutes -- an > > > > activity at which you are no doubt both familiar and > > > > highly adept. The rescheduled installation then took > > > > place some two weeks later, although the technician > > > > did forget to bring a number of vital tools -- such > > > > as a drill-bit, and his cerebrum. Two weeks later, my > > > > cable modem had still not arrived. After 15 telephone > > > > calls over four weeks my modem arrived, six weeks after > > > > I had requested, and begun to pay for it. I estimate > > > > your internet server's downtime is roughly 35% -- the > > > > hours between about 6pm and midnight, Monday through > > > > Friday, and most of the weekend. > > > > > > > > I am still waiting for my telephone connection. I > > > > have made nine calls on my mobile to your no-help line, > > > > and have been unhelpfully transferred to a variety of > > > > disinterested individuals who are, it seems, also > > > > highly skilled b*****k jugglers. I have been informed > > > > that a telephone line is available (and someone will > > > > call me back); that I will be transferred to someone > > > > who knows whether or not a telephone line is available > > > > (and then been cut off); that I will be transferred to > > > > someone (and then been redirected to an answering > > > > machine informing me that your office is closed); that > > > > I will be transferred to someone and then been > > > > redirected to the irritating Scottish robot woman, and > > > > several other variations on this theme. > > > > > > > > Doubtless you are no longer reading this letter, as you > > > > have at least a thousand other dissatisfied customers > > > > to ignore, and also another one of those crucially > > > > important testicle moments to attend to. Frankly I > > > > don't care. It's far more satisfying as a customer to > > > > voice my frustrations in print than to shout them at > > > > your unending hold music. Forgive me, therefore, if I > > > > continue. > > > > > > > > I truly thought British Telecom was s**t, and they > > > > had attained the holy s**t-pot of god-awful customer > > > > relations; and that no one, anywhere, ever, could be > > > > more disinterested, less helpful or more obstructive to > > > > delivering service to their customers. That's why I > > > > chose NTL, and because, well, there isn't anyone else > > > > is there? How surprised I therefore was, when I > > > > discovered to my considerable dissatisfaction and > > > > disappointment what a useless shower of b*****ds you > > > > truly are. You are sputum-filled pieces of distended > > > > rectum incompetents of the highest order. > > > > > > > > BT -- T*****s though they are -- shine like brilliant > > > > beacons of success in the filthy mire of your seemingly > > > > limitless inadequacy. Suffice to say that I have now > > > > given up on my futile and foolhardy quest to receive > > > > any kind of service from you. I suggest that you cease > > > > any potential future attempts to extort payment from me > > > > for the services which you have so pointedly and > > > > catastrophically failed to deliver. Any such activity > > > > will be greeted initially with hilarity and disbelief > > > > and will quickly be replaced by derision, and even > > > > perhaps bemused rage. > > > > > > > > I enclose two small deposits, selected with great > > > > care from my cat's litter tray, as an expression of my > > > > utter and complete contempt for both you and your > > > > pointless company. I sincerely hope that they have not > > > > become desiccated during transit -- they were > > > > satisfyingly moist at the time of posting, and I would > > > > feel considerable disappointment if you did not > > > > experience both their rich aroma and delicate texture. > > > > Consider them the very embodiment of my feelings > > > > towards NTL, and its worthless employees. > > > > > > > > Have a nice day. May it be the last in your miserable > > > > short lives, you irritatingly incompetent and > > > > infuriatingly unhelpful bunch of t**ts. > > > > > > > > > > > So you guys having problems with ntl can have a chuckle at this !
Reply ID 3664
LOVE IT 
Reply ID 3671
Very good as it is I shall remove it in a weeks time. This is the largest topic we have every had and the letter is a very large post. Thanks Ware Downunder an amusing read.
Reply ID 3672
I'm happy for this to stay online. It expressed how we all feel and my bad word filter has dumbed it down. Actually, 10 pages is a long as a topic should be. Barzey - Next Update - Can the new topic be Connections Problems PartII.
Reply ID 3673
Very good!! Even if it has taken me 20 minutes to get on line and actually be able to read it!!!! Now why didn't i think of some of those lines!?!? lol!!
Reply ID 3674
This topic has now become so full that a new one has started on "Local issues" called "Connection Problems Part 2". Please continue the thread there. [url]http://www.wareonline.co.uk/yoursay/topic.php?id=466[/url]
146 replies