NTL line dropping - where's the fault likely to be?

My brother-in-law is having trouble with his NTL Cable connection.

He has a 'Terayon' box on the end of his NTL cable into which he
plugs the ethernet cable from his computer. The symptom is that
the connection appears to drop whenever there is heavy data
transfer. He then needs to power cycle the Terayon box.

When he is transferring data the 'data' light flashes (probably
as expected) but after a while the 'cable' light which is normally
permanently on goes out and the connection drops.

Is this likely to be a fault with the box, the cable or what?

.... and what's the best way to get NTL to do something about
it?

--
Chris Green

<(E-Mail Removed)> wrote in message
news:4759927c$0$513$(E-Mail Removed)
> My brother-in-law is having trouble with his NTL Cable connection.
>
> He has a 'Terayon' box on the end of his NTL cable into which he
> plugs the ethernet cable from his computer. The symptom is that
> the connection appears to drop whenever there is heavy data
> transfer. He then needs to power cycle the Terayon box.
>
> When he is transferring data the 'data' light flashes (probably
> as expected) but after a while the 'cable' light which is normally
> permanently on goes out and the connection drops.
>
> Is this likely to be a fault with the box, the cable or what?
>
> ... and what's the best way to get NTL to do something about
> it?

Post in virginmedia.support.broadband.cable newsgroup - server
text.news.virginmedia.com

<(E-Mail Removed)> wrote in message
news:4759927c$0$513$(E-Mail Removed)...
> My brother-in-law is having trouble with his NTL Cable connection.
>
> He has a 'Terayon' box on the end of his NTL cable into which he
> plugs the ethernet cable from his computer. The symptom is that
> the connection appears to drop whenever there is heavy data
> transfer. He then needs to power cycle the Terayon box.
>
> When he is transferring data the 'data' light flashes (probably
> as expected) but after a while the 'cable' light which is normally
> permanently on goes out and the connection drops.
>
> Is this likely to be a fault with the box, the cable or what?
>
> ... and what's the best way to get NTL to do something about
> it?
>
> --
> Chris Green

Tell him to phone NTL, only they can fix it - or is that far too obvious.
Problem with company = phone company!

On 07 Dec 2007 18:35:40 GMT, (E-Mail Removed) wrote:

>My brother-in-law is having trouble with his NTL Cable connection.
>
>He has a 'Terayon' box on the end of his NTL cable into which he
>plugs the ethernet cable from his computer. The symptom is that
>the connection appears to drop whenever there is heavy data
>transfer. He then needs to power cycle the Terayon box.
>
>When he is transferring data the 'data' light flashes (probably
>as expected) but after a while the 'cable' light which is normally
>permanently on goes out and the connection drops.
>
>Is this likely to be a fault with the box, the cable or what?
>
>... and what's the best way to get NTL to do something about
>it?

It's not NTL, it's Virgin Media.

I suggest he contacts the technical support team, either via the loacl
newsgroups or via the phone. They will be able to run the necessary
diagnostics.

www.virginmedia.com/contact

HTH



Alex


--

Alex Brown
Senior Product Manager
Product Management, Virgin Media

On Fri, 7 Dec 2007 19:37:57 -0000, John wrote:

> Tell him to phone NTL, only they can fix it - or is that far too obvious.
> Problem with company = phone company!

At 25p per minute ?

You jest :-)

Max is right - post in virginmedia.support.broadband.cable newsgroup

They're helping me with a problem ATM. They are very good - they answer
posts very quickly and do their best to help.
--
Regards,

Hugh Jampton

John wrote:

> Tell him to phone NTL

It's a shame they charge an arm and a leg for that.

Tech support at IDNet is on an 0800 number.

Graham

"Alex Brown" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> On 07 Dec 2007 18:35:40 GMT, (E-Mail Removed) wrote:
>
>>My brother-in-law is having trouble with his NTL Cable connection.
>>
>>He has a 'Terayon' box on the end of his NTL cable into which he
>>plugs the ethernet cable from his computer. The symptom is that
>>the connection appears to drop whenever there is heavy data
>>transfer. He then needs to power cycle the Terayon box.
>>
>>When he is transferring data the 'data' light flashes (probably
>>as expected) but after a while the 'cable' light which is normally
>>permanently on goes out and the connection drops.
>>
>>Is this likely to be a fault with the box, the cable or what?
>>
>>... and what's the best way to get NTL to do something about
>>it?
>
> It's not NTL, it's Virgin Media.

The batteries must be runnin out, he can see the NTL logo through the
Virgin Media one.

> I suggest he contacts the technical support team, either via the loacl
> newsgroups or via the phone. They will be able to run the necessary
> diagnostics.

Calls are charged at 25p per minute. There is a 10p connection fee from
Virgin Media landlines.

You forgot to tell him to ask for a refund of the call charges if it
turns out that it's NTL's faulty equipment that's at fault.

Gonz <T o p @ s e c r e t . c o m> wrote:
>
> "Alex Brown" <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
> > On 07 Dec 2007 18:35:40 GMT, (E-Mail Removed) wrote:
> >
> >>My brother-in-law is having trouble with his NTL Cable connection.
> >>
> >>He has a 'Terayon' box on the end of his NTL cable into which he
> >>plugs the ethernet cable from his computer. The symptom is that
> >>the connection appears to drop whenever there is heavy data
> >>transfer. He then needs to power cycle the Terayon box.
> >>
> >>When he is transferring data the 'data' light flashes (probably
> >>as expected) but after a while the 'cable' light which is normally
> >>permanently on goes out and the connection drops.
> >>
> >>Is this likely to be a fault with the box, the cable or what?
> >>
> >>... and what's the best way to get NTL to do something about
> >>it?
> >
> > It's not NTL, it's Virgin Media.
>
> The batteries must be runnin out, he can see the NTL logo through the
> Virgin Media one.
>
> > I suggest he contacts the technical support team, either via the loacl
> > newsgroups or via the phone. They will be able to run the necessary
> > diagnostics.
>
> Calls are charged at 25p per minute. There is a 10p connection fee from
> Virgin Media landlines.
>
> You forgot to tell him to ask for a refund of the call charges if it
> turns out that it's NTL's faulty equipment that's at fault.
>
OK, thanks all, I'll pass on all you've said.

--
Chris Green