Advice setting up NTL as their technicians don't seem to be able to..

Brodel

My friend had someone come over to fit her house with NTL broadband. The guy turned up drunk and went on about his wife leaving him etc, left without the internet working and didn't leave the crossover cable that is needed to set it up.

I went there on Monday and called NTL on her behalf as she has no idea about computers, they sent someone out today who said that it could not be installed because of a registry problem and something to do with Norton AV being installed and then uninstalled in the past.

I'm not really sure how the AV can mess up the entire setup of the internet, but he said she needs to get the computer returned and wiped free of all infomation etc (format I assume). I have offered to go and take a look and I'm assuming that all that needs to be done is (if she has all the right CD's with drivers etc) is to format her computer and then reinstall windows (I'm going to try a registry cleaner beforehand incase that fixes the problem, but if it doesnt....) and then follow the NTL instructions which should be fairly straight forward.

can anyone shed some light on what the problem he told her about regarding Norton and the Registry might be as I was unsure how it could completely disable the setup or any other advice about a fix would be appreciated, thanks

mondayuk

I think NTL bundle a security suite in with the usual software these days. Potentially if Norton was not uninstalled correctly in the past it could be getting in the way of the security suite and therefore stopping the installation. What really irritates me about NTL/Telewest broadband is that they INSIST on installing their software. I had a case where I wanted to put a broadband router on the end of it so the software was irrelevant, but the installer was not allowed to install it without chucking all of the software on aswell.

Essentially though your reinstallation is just NTL taking the easy way out. The only unrecoverable problem with the registry would be something like corruption (usually caused by a bad hard drive). It sounds to me like it's not corrupt, it's just there's some entries in there causing them a problem and they cant be bothered to find out which ones. My advice, if you still have the norton disk kicking around reinstall it and make sure you remove it gracefully. Restart, and try installing the NTL stuff.

Browntoa

there are uninstall programs on symantecs site that remove all traces of the program

http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2005033108162039?Open&src=&docid=2004093015165236&nsf=tsgeninfo.nsf&view=docid&dtype=&prod=&ver=&osv=&osv_lvl=

that may do the honours

you may still need to go into add remove programs and remove the liveupdate part...then run the registry cleaner when all done

cooldudecol

I've got NTL broadband and Norton AV and everything runs fine.

I've had a quick google on the net and it seems Norton firewall blocks the installation package that NTL uses. Try to disable the firewall and try again.

mr_fishbulb

I'd do what the frog says. No point going through with a format if you don't have to.

CLIVELESTER

Have just re loaded NTL Broadband, you have option if you wish to install their firewall etc. You can disable Norton at the time, it instructs you at outset to do this.Just right click Norton logo select " disable Norton internet security " & select from drop down menu " until system restarts ".Then just follow instructions.

espresso

The NTL CD provides a set-up 'wizard' that often crashes and thereafter continues to nag every time you reboot. It also installs Correct Connect, which is supposed to monitor your connection status. In practice CC adds little value and can cause confusion.

You are better off not using either, just use the CD to install the modem driver, if required. Even that may not be needed for Windows XP, and is certainly not needed for RJ45 (Ethernet) connection. Do the rest manually - there's not much to it.

Having loaded the modem driver (if required), you then need to follow this ritual:
1) Power down both the modem/STB and PC, and wait 20 seconds.
2) Power up the modem and wait for it to 'settle' ~ 30 seconds or
so for a modem, or a couple of minutes if its a STB.
3) Power up the PC.
4) Open IE and browse any web page. You should automatically end up
at the NTL auto-registration site at link - if not, try browsing there explicitly.
5) Follow the web page destructions (you'll need the user's
registration details from the NTL welcome letter) and you should be
there.

Suggest you look here for chapter and verse and lot more useful information: link

I certainly would not re-format just because the NTL numpty says so! There is no need to un-install Norton just because NTL offer their own alternative.

:rolleyes:

-=Mr-J=-

I used to have all that NTL broadband rubbish on my PC when I first joined about three years back. CPD utlities or something. Slowed it down big style.

One day the hard drive went bang and had to rebuild my machine (c/w big shiney new hard drive). Dug out my NTL disk to do the install and get my BB running for updates - but wait, I already have access to the internet - without any install and/or setup. Bit worrying at the time because I had not got my FW and AV running.

Seems, if you use a network (ethernet) hookup, no setup is required (not even username & password). It 'just sees' the BB via network route. My parents use the USB and it is a right pain to setup.

mondayuk

I used to use blueyonder. This was in the days when the only option was a LAN port and they didn't really give you much in the way of software. Definitely in my opinion the better way to go, but just be sure and get that firewall and AV working.

robnye

-=Mr-J=- wrote:

Seems, if you use a network (ethernet) hookup, no setup is required (not even username & password). It 'just sees' the BB via network route. My parents use the USB and it is a right pain to setup.

yep that is correct, ntl currently offer the supply of broadband and dsl modem.

there is no way i would let them install any software on my pc....... they dont need to........the modem itself does the connecting to the broadband

Brodel

Thanks for the help everyone. I'll take a look at that removal app too.

Her internet is coming via her digital tv box, through the crossover cable and into the back of the PC.
From your experience in the past, none of the NTL software has to be installed? You don't have to register your password or username or any of that, it could in theory just be as simple as removing nortons completely and then connecting the network cable to the computer?