Cable Modem Troubleshooting Tips


 

Getting technical support on cable-modem issues

Self-help from the web:      http://www.ntl-isp.ntl.com/ServiceStatus/ for NTL service status announcements;
http://www.ntlworld.com/helpsupport/ (official);
http://www.cableforum.co.uk/ (unofficial user forum);
http://www.chetnet.co.uk/ (unofficial FAQs & links)
Newsgroup:   ntl.support.broadband.cm for stand-alone cable modems;
ntl.support.broadband.stb for digital TV set top boxes.
E-mail:   cablemodemhelp@ntlworld.com for stand-alone cable modems;
broadband.support@ntlworld.com for digital TV set top boxes.
Web form: http://www.askntl.com/contact/customer.asp
Telephone:   0800 052 4315 for NTL Service Status recording;
0845 650 0121 for cable-modem technical support;
0800 052 2000 for customer service enquiries.
Self-help from the web:      http://help.blueyonder.co.uk/ (official)
http://www.by-users.co.uk/faqs/cablemodems/ (user-group)
Newsgroup:   blueyonder.support.access.hi-speed
Web form: http://help.blueyonder.co.uk/contact/
Telephone:   0800 953 2000 for Blueyonder Service Status recording;
0800 694 9694 for Blueyonder Broadband Support.

Before raising any particular problem, if you run a firewall or a router, test that you can reproduce the problem with the firewall uninstalled and with your PC directly connected to the cable modem, because your ISP might not provide technical support for those configurations.

Before contacting NTL or posting to the newsgroup, check the NTL system status web page and/or the ntl.announce newsgroup to see if your problem is already known about.

Before contacting Blueyonder or posting to the newsgroup, check the status page at http://status.blueyonder.co.uk:888/ and/or the blueyonder.announce newsgroup to see if your problem is already known about. You may receive the service status announcements by e-mail: see http://help.blueyonder.co.uk/lists/.

Before posting to the Support newsgroups, read the recent entries to see if your problem is already covered, and post your contribution as a follow-up to the existing thread rather than starting a new thread.

When e-mailing or posting on the newsgroup, describe the observed symptoms as best as you can (rather than speculating as to what you think the underlying problem might be), and include a prescription for reproducing the problem if you can, so that others can check it too. Make sure you include the following information:

Do not post images. Post in plain text, not in HTML.

If the problem concerns quality of service to a specific site, include a traceroute report to the site (a report which includes round-trip times, rather than one without). If you have the ability to do so, a reverse traceroute from the problematic site back to your PC can be valuable.

There are other newsgroups, ntl.discussion.broadband.cm, ntl.discussion.broadband.stb, and blueyonder.discussion.hi-speed for general chat about cable modems, so please try to keep the support newsgroups clear for questions and answers specifically about cable modem technical support issues.

For an example of a poor request for technical support, see: How NOT to communicate with your ISP.

Finally, whatever you do, don't try e-mailing support@ntlworld.com or support@blueyonder.co.uk.


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