NTL BB down Dublin 9

bk

Anyone else NTL BB down in Dublin 9 or elsewhere.

Very strange the ready and sync lights are steady on the modem, indicating everything is alright with it. But a tarceroute shows the packets being dropped from the third hop, which would indicate a problem in their network.

Tried ringing NTL but just got an engaged tone!!!

fatherdougalmag

You are not alone. I'm in Citywest and it dies after the first hop. Freeloading neighbour's BT connection at the mo. Got cut off from "customer care" after 45 mins on hold.

PauloMN

Same in Dublin 15. Must be a major outage. Also got kicked off the support line - twice. Gave up in the end and drove into the office (I work from home).

Thanks NTL, you've messed up my day big style. :mad:

mang87

yes it's down here too in lucan. same deal, lights are on but there's nobody home i'm posting from my phone Ffs

hugoline

Down in D8 as well. Since about 7.30 this morning :mad:

bk

Back up in D9 now.

Looks like it was a major problem in their routing.

BreadBoard

Poxy NTL... :mad:

Was trying to ring them for ages, must of tried 50 times and got network busy (ringing from mobile). I finally got trough and they gave this number to ring - 061272342 :eek: , someone please ring it to tell me I haven't gone mad...

BB on now in Talalght... :rolleyes:

bringitdown

Was down this morning in D4, also last night for a time.

Not sure of the current status.

my first outtage in 1.5 years!

joolsveer

I'm in the Blanchardstown area and it's back now. I hung on for more that 20 minutes to get the support 1800 924 424. The guy I spoke to said they were having major problems. In reply to my questions, he said that he is in Chorus in Limerick and that the Waterford centre has closed resulting in poorer customer service.

landmonster

BreadBoard wrote:

Poxy NTL... :mad:

Was trying to ring them for ages, must of tried 50 times and got network busy (ringing from mobile). I finally got trough and they gave this number to ring - 061272342 :eek: , someone please ring it to tell me I haven't gone mad...

BB on now in Talalght... :rolleyes:

I was on hold for about 30 minutes - if I hear Vivaldi or that bloke's voice one more time I'll go ****ing mad - then someone picked up and put me back into the queue at which point I got cut off. Painful.

It's not that hard to change the message on the hold system to say 'If you're experiencing problems with your cable internet we have a problem and will have a solution asap'

That's all people need to know. Twats.

dub45

landmonster wrote:

I was on hold for about 30 minutes - if I hear Vivaldi or that bloke's voice one more time I'll go ****ing mad - then someone picked up and put me back into the queue at which point I got cut off. Painful.

It's not that hard to change the message on the hold system to say 'If you're experiencing problems with your cable internet we have a problem and will have a solution asap'

That's all people need to know. Twats.

Yes indeed that always baffles me as to why companies dont do this as a matter of course.

These new NTL owners have really brought some serious competition to the BB market!!:eek:

mang87

back up here now

thank f00k

mwrf

was down here in templeogue too

back now though.

dave oc

landmonster wrote:

It's not that hard to change the message on the hold system to say 'If you're experiencing problems with your cable internet we have a problem and will have a solution asap'

But that would too much sense, wouldn't it????:p

Good to hear its back, got a bit of a shock this morning when the net wasent working......

msmx5

Outage in Dunlaoghaire too this AM but seemed to come back at around 11am. DNS servers seemed OK but thats all!

Abysmal Customer Service as usual! NTL are an absolute disgrace any time I've had reason to call their customer service in the last year I have been on hold for over 25mins. On most occasions I have also been cut off or transferred to someone who lifts the phone and then hangs up without talking. Extremely annoying and I WILL be moving to another supplier.

Thumbs down to NTL!

fatherdougalmag

Still down in Citywest/Tallaght

CyberGhost

Down in D22, Clondalkin

P.S. dialup in a slow agonizing pain!!!!!!!!!!!!!!!11 :mad:

fatherdougalmag

Also noticed that they don't let you call their freephone number from a mobile any more.

Nice touch NTL. Spent over €10 on hold this morning.

GerardKeating

fatherdougalmag wrote:

Still down in Citywest/Tallaght

A friend is Lexislip has been down most all of today, and nobody seems to be answering the telephone in NTL...

And they have been blocking calls from Mobiles for several years now.

PauloMN

landmonster wrote:

I was on hold for about 30 minutes - if I hear Vivaldi or that bloke's voice one more time I'll go ****ing mad - then someone picked up and put me back into the queue at which point I got cut off. Painful.

It's not that hard to change the message on the hold system to say 'If you're experiencing problems with your cable internet we have a problem and will have a solution asap'

That's all people need to know. Twats.

Had a good laugh about this. I wouldn't have minded the Vivaldi had the annoying bloke not have kept cutting in after about 3 notes each time it started!!!!

Exactly what I was thinking though, why not just have an automated message just saying "we're having problems citywide or nationwide, we're on it" rather than leaving people wondering if it's just their house/street/area etc.. At least if you know it's major there's a good chance someone is already on it.

They were doing something with the answering system though. I rang once, held for 15 mins, got booted off. Rang again, got a slightly different message, got booted off again (after another 15 mins). Rang a third time - it then asked me to key in my phone number - I held for about 10 mins and just left home for the office at that point.

nava

fatherdougalmag wrote:

Still down in Citywest/Tallaght

Hi

Also in Tallagt (Old bawn Road) and is been up since about 11am

fatherdougalmag wrote:

Also noticed that they don't let you call their freephone number from a mobile any more.

Nice touch NTL. Spent over €10 on hold this morning.

you can still dial 1800234234 from a mobile

detritus

I have to join in the rant, Im in D18 and it has been down all day.

The line is up, their DNS servers are responding (and resolving) addresses, I've tried even the most unlikely names to reduce the chances of them being in the cache.

Using dialup, I can traceroute back to the dns servers but not the default gateways, after that its a mystery. I tried all the usual around release and renew on leases etc.

(their blocks 89.100.0.0/16 & 89.101.0.0/16 appear to route correctly so outsider that I am its easy to say that it looks like some internal routing issue... of course, things are rarely that straightforward)

http://lg.as2110.net/
dns server - 89.101.160.4 - routes and pings ok
dhcp server - 89.101.98.1 - routes and pings ok
default gw - 89.100.109.1 - stops at 1 hop before ntl, no ping

I regularly work from home, but it was just hopeless today.

Their helpdesk was a total nightmare, after getting cut off several times after 15 minutes of holding, I called the main office (after holding) and then asked to get put through to someone who could help.... of course, I was put into a holding pattern (again) and got cut off, again.....

Finally, got through to someone, and rather than waste time on settings around sync lights, traffic, wireless routers, powering off/on (I still had to verify all these things even though I said everything was UP) they are logging a call with their technical team, and that has a 2 day turnaround!

As the other poster mentioned, if they were aware of a problem, then a message on the line while you were waiting would help... You'd say fair enough and leave it at that until they got it fixed.

But, both times I managed to get through though, they had no reported problems in Dublin! only 'slowness' in Waterford

I asked to speak with a supervisor, who did return my call after a few hours. Ironically enough, he said he spent most of his day calling customers back around complaints to with their helpdesk and their ability to respond to customer queries. He told me that they expect to be increasing their level of helpdesk support considerably over the next few months... but nothing for the short term by the looks of things.

Bah!

FlightRisker

Down in ballsbridge for me

Nothing we can do our end to get it going eh?

Time for the waiting game...

turbot

Yeah - in D4, my NTL was disconnected from between 5 - 7am, and came back online at 10:30 ish.

Pretty frustrating.

I'm lucky my neighbours on Eircom don't password protect their router!

Last week I had a stranger problem, wherein I couldn't access loads of sites from the UK, though everything else worked fine ???

PauloMN

detritus wrote:

I asked to speak with a supervisor, who did return my call after a few hours. Ironically enough, he said he spent most of his day calling customers back around complaints to with their helpdesk and their ability to respond to customer queries. He told me that they expect to be increasing their level of helpdesk support considerably over the next few months... but nothing for the short term by the looks of things.

Bah!

Do they honestly expect people to buy that crap? I wish these companies - and it's not just NTL - would grant people a bit more intelligence. It's very easy to get through to Sales, but impossible to get through to Tech. Support, and there's a reason for that of course.

To try and make people believe that they'll add a load of new techies who bring in absolutely no revenue is a joke.

aaronc

Looks like it's definitely a routing issue. The addresses I get assigned on my non-working connection are:

89.100.104.x (Dublin 24)
89.100.107.x (Dublin 24)
(89.100.109.x is also mentioned above as being bad)

A friend in a housing estate 5 minutes walk away (one side of road is D16 the other side D24 if NTL happen to have done their network via postcodes) with a working NTL connection gets:

89.100.72.x (Dublin 16)

[Edit:
Two more friends with working NTL connections:

89.100.158.x (Dublin 7)
89.100.128.x (Dublin 15)
]

From outside the NTL network 89.100.72.1, 89.100.158.1 and 89.100.128.1 are pingable and 89.100.104.1, 89.100.107.1 and 89.100.109.1 aren't.

I'd guess this is a problem for their network engineers rather then tech support. The best way to get it noticed by the NTL network guys (assuming they are not already aware) may be lots of emails about routing problems to Customer.Support@ntl.ie.

Aaron

Sponge Bob

no route to that IP from the internet


tracert 89.100.104.2

Tracing route to 089-100-104002.ntlworld.ie [89.100.104.2]
over a maximum of 30 hops:
8 40 ms 37 ms 42 ms fr-par03a-rd1-10ge-6-0.aorta.net [213.46.163.89]

(Paris then London Then Amsterdam then nowhere)

9 37 ms 37 ms 37 ms fr-par02a-rd1-10ge-4-0.aorta.net [213.46.163.81]

10 44 ms 40 ms 42 ms uk-lon-rc-01-ge-6-0.chellonetwork.com [213.46.16
.213]
11 73 ms 74 ms 73 ms nl-ams-rd-01-pos-1-0.chellonetwork.com [213.46.1
0.14]
12 78 ms 72 ms 72 ms 213.46.165.14.aorta.net [213.46.165.14]
13 * * *

So its bollixed in Amsterdam or so .

detritus

I tell ya... having been on the other end of the phone, I have some sympathy for the poor sods who are on the receiving end when 'bad' things have been done.

I imagine that the problem is within NTL since their entire block of addresses all gets routed to the same place (based on their AS number)

http://www.ripe.net/ and plug in one of the ip addresses shows plenty of contact details we can resort to using if we still dont get any satisfaction

Of course, someone more knowledgable in routing (it wouldnt take much) might tell me Im talking out of my hat.

Here's hoping that tomorrow, one of our favourite propellor heads will walk in and go 'Ooops' and fix it.

Since it wasnt officially an issue with the helpdesk, then nothing will officially have been fixed, its probably us having to reset our modems and reboot our computers

Big Chief

joolsveer wrote:

The guy I spoke to said they were having major problems. In reply to my questions, he said that he is in Chorus in Limerick and that the Waterford centre has closed resulting in poorer customer service.

yeh they said that to me to yesterday about the waterford office, which in honesty at the time i didn't really care about hearing as my phonecall was regarding very poor BB speeds as im supposed to be on 6 meg but in honesty at peak times its no where near that, off peak im getting about 5.5-5.8 meg after numerous speed times, and even then off peak isnt reliable anymore..

no idea what to do in honesty, you try ringing ntl and a good 75% of the time you wait on hold for ages only to be "transferred" by the ntl robot to a line that just cuts you off

In the end, tolerance is rather low. Logged a fault with a girl for slow speeds and it was going on and off yesterday and being unresponsive, i was promised a callback within 12-24hrs, asked me which time i preferred and yeh guess what... havent received any calls what so ever, and when i tested my line tonight against various sites it was showing as 1.2 - 1.8 meg which is the slowest ive seen AFTER i report saying its slow

Just makes you feel as if your wasting your time

CiaranC

I'd guess this is a problem for their network engineers rather then tech support.

You are making the rather large assumption that they actually have engineers.

dub45

Just out of curiosity does anyone know what their reputation in Europe is like?

Snake Plisken

major issues here in Lucan since Tuesday evening when we had a power cut for about an hour, when power came back up no Analog TV or broadband.
Same scenario here, ring, listen to that arsehole ever 3 seconds and then cut off after 15 minutes, if you picked the option for TV services u just got put through to voicemail which I left but nobody called me back, left another irrate voicemail when nobody called me back. Eventually got through to a CS Girl, and I asked was there a breakage in Lucan, she checked her system and said no and that she would get tech crew to check it within 48 hours. I didn't lose the head afterall it isn't her fault, its management that need the kick up the arse.
Anyway I also told her about my speed issue and even though I'm on the max package, I'm only getting 4mb at the very most, so she logged it and will get tech support to call me (I won't hold my breath). I know these fekers will blame me for using a router for the poor ping rates, which is a load of crap, I will refer to some of the posts here to show I'm not an isolated case.

Rgds

Snake

P.S. If I was NTL I would be pushing for Chello or UPC to change the name sooner rather then later as its a totally different company now and standards have dropped through the floor

Big Chief

Snake Plisken wrote:

major issues here in Lucan since Tuesday evening when we had a power cut for about an hour, when power came back up no Analog TV or broadband.
Same scenario here, ring, listen to that arsehole ever 3 seconds and then cut off after 15 minutes, if you picked the option for TV services u just got put through to voicemail which I left but nobody called me back, left another irrate voicemail when nobody called me back. Eventually got through to a CS Girl, and I asked was there a breakage in Lucan, she checked her system and said no and that she would get tech crew to check it within 48 hours. I didn't lose the head afterall it isn't her fault, its management that need the kick up the arse.
Anyway I also told her about my speed issue and even though I'm on the max package, I'm only getting 4mb at the very most, so she logged it and will get tech support to call me (I won't hold my breath). I know these fekers will blame me for using a router for the poor ping rates, which is a load of crap, I will refer to some of the posts here to show I'm not an isolated case.

Rgds

Snake

P.S. If I was NTL I would be pushing for Chello or UPC to change the name sooner rather then later as its a totally different company now and standards have dropped through the floor

i use there blue cable modem (250) and im in exact same situation, so any comments about your router can kindly be rammed up there rear end

whoever is giving the service, it really is pathetic..

in all honesty tempted just to switch to dsl at this stage, if magnet never forced a tv package down my neck for the 8meg package i would take that but alas...

Big Chief

dub45 wrote:

Just out of curiosity does anyone know what their reputation in Europe is like?

Only know about it in UK, which if your in a good area the service is great, if your in a problem area, you will experience constantly crap problems..

I was on telewest back in scotland personally before i moved here who was bought over by ntl and there service was always fantastic and never had any problem what so ever.

If only it was as simple here.. who am i actually with now, who is this NTL logo crowd sending me bills as all i hear is that its been bought over by company a,b or c.. Chello?? chorus?? who knows... certainly cant phone to find out as they dont pick up any calls

nickhx

NTL Down in Blackrock area as of 8 a.m. this morning

fatherdougalmag

I suspect there is some confusion in NTL here. I believe there are TV problems in some areas and that might be masking the routing issue. When I finally got on to them yesterday, they said they knew of TV problems in parts of Tallaght and then I asked if they were aware of problems with broadband. She went away to 'check' and came back to say that yes they were aware and they have engineers on site. How some engineer at the side of the road is going to resolve a routing issue beats me.

Dodge

Still down in D 22. Don't know about 9-5 yesterday (or overnight) but was down yeasterday morning and all evening.

Got the same long waits as everyone else. Got through about 9.30pm last night where the girl asked me to plug it out and power it up (because I hadn't tried that at all...) and then said she'd log the call and I'd get a calll within 24 hours. Apparently BB people only work upt to 8pm. In work now but off on a half day so will probably ring them from 2pm (ish).

Sesshoumaru

I'm in Lucan and still no internet service this morning. I can see their DNS servers and ping them. But nothing else

unkel

Exactly the same problem. In Lucan and no BB for the last 24 hours

rcs

It was down in D14 for me all day yesterday. Rang when I got home from work - Have to say, that is the most annoying hold music I have ever listened to - it plays the music for 2sec & then that prat interrupts every time - was on for about 15min and it cut me off also.

Not a great service, to cut off your customers after being on hold for 15min, If they knew of the problem all day, how difficult would it have been, to put an IVR message up informing people that they were experiencing difficulties & not to waste peoples time...

Not Happy :mad:

bringitdown

Up and down yesterday in D4. Was up this morning.

They should have a QOS policy - i.e. no billing for periods it is down or similar. It is a joke that you pay for a service and may not get it.

Sponge Bob

Let me clarify again guys.

Your BB works , kinda. You get an ip address and request data from a site, the request probably gets to the site....even. Then!!!

There is no route to your IP address from the Internet so traffic cannot come in to you . The ADVERTISED route is an aorta.net chello problem, they are the backbone for UPC.

Putting it simply, some dopey bollox in the UPC routing department has misconfigured their routers .

tracert 89.100.104.2

11 23 ms 23 ms 23 ms fr-par03a-rd1-10ge-6-0.aorta.net [213.46.163.89]

12 24 ms 24 ms 24 ms fr-par02a-rd1-10ge-4-0.aorta.net [213.46.163.81]

13 27 ms 27 ms 27 ms uk-lon-rc-01-ge-6-0.chellonetwork.com [213.46.16
0.213]
14 59 ms 58 ms 58 ms nl-ams-rd-01-pos-1-0.chellonetwork.com [213.46.1
60.14]
15 58 ms 58 ms 58 ms 213.46.165.14.aorta.net [213.46.165.14]
16 * * * Request timed out.
17 * *

The traffic hops around europe for no good reason, in and out of Aorta and then dies in Amsterdam. Contact these people who between them made a mess of it and of other NTL connectivity issues. They control Aorta and Chello routes hither and thither.

hostmaster@chello.at
akemper@upcbroadband.com
nico@chello.com
mschweinberger@upctechnology.com
sbaumann@upctechnology.com
nguilbaud@upctechnology.com
hostmaster@chello.fr

If you think you are a victim I need your IP address in this format to run a trace IN to it and see where it fails eg 88.99.123.x (do not give me the last bit as it is unnecessary) anyone can run the trace in not just me ...if they have an internet connection that is

At this rate of going they won't fix it for christmas so they won't

Dougals Daddy

NTL / UPC Internet access down in Leixlip since 6 am yesterday.
No answer from customer care, been cut off several times.

Sponge Bob

Dougals Daddy wrote:

No answer from customer care

Chorus are geniuses at customer care, always have been. Legends even.

1. They do not answer the phone or else you are through to sales will transfer .
2. The faults are not logged because they do not answer the phone
3. There is no online way of reporting a fault.
4. They do not answer emails or log faults that way .
5. Therefore they have the lowest level of faults per customer of any telco in Ireland and are therefore the MOST excellent communications company in Ireland , this fact being supported mainly by the low level of faults reported.

Pure Genius. You will grow to love Chorus now that NTL Waterford has Closed. !!!!!

The Smircher

Dougals Daddy wrote:

NTL / UPC Internet access down in Leixlip since 6 am yesterday.
No answer from customer care, been cut off several times.

It's been down in Lucan from around the same time as well.
Thank heavens for my 3G card or I'd be lost.

vpc

My broadband has been down for 3 weeks now. If I hear

"All customer care agents are currently on calls, please hold and one of our agents will be with you shortly. We apologise for this delay"

I think I will kill myself. What it really means is...

"We don't give a toss about you as a customer. Keep holding and you might get through if you are lucky".

Has anybody contacted ComReg yet ? This is a disgrace and it wouldn't happen in any other country !

paulm17781

Mine was fine in Temple bar yesterday. My parents said theirs was down all yesterday. It can't be a complete failure if mine was up. That possibly make it worse.

unkel

Sponge Bob wrote:

Your BB works , kinda. You get an ip address and request data from a site, the request probably gets to the site....even. Then!!!

There is no route to your IP address from the Internet so traffic cannot come in to you . The ADVERTISED route is an aorta.net chello problem, they are the backbone for UPC.

Putting it simply, some dopey bollox in the UPC routing department has misconfigured their routers

Thanks for the clarification, Sponge Bob

Ryaller

Surely there's some official course of action we can take collectively to let them know that this simply won't do?

My BB has been down for a month (dublin 4), due to a faulty cable, which the technician who originally called out informed me, may never be fixed.

I refuse to use the "customer service" number anymore, as it's just insulting.

NTL have ignored all my letters and emails. By all accounts, the lights are on, but no one's home. The only department that seems to be working is their billing one.

At this stage, NTL should be sending out letters to all broadband customers apologising for the complete sham that their company has become, outlining what steps they intend to take to rectify the situation.
As far as I can see, they are completely ignoring everyone, yet still expecting bills to be paid for services that they can't provide.

I don't want to sound like some kind of hippy, but I'm at my wit's end here.

Dodge

Just for the record this current outage is the first problem I've ever had (in roughly 2 years with them)

DubDani

I am in Stepaside as well, and NTL BB is down since yesterday morning. A friend of mine in stepaside has the same problem.

Called NTL this morning and even managed to get hold of someone. According to her a technician will call me back. As I never believe NTL I just called our companies NTL Account manager, and he will look into it. Lets see for how long it will be down.

BTW... having NTL for 3 years, and this is the first time it has been down for me for more then an hour.