It's me pings again / tech support

ou7shined · Jun 01, 2009, 10:24:23

A guy from Idnet just called and said there's a problem with the line and I should contact BT and ask for a PSTN

But you guys were saying that my stats suggest the line's ok

Rik · Jun 01, 2009, 10:27:23

No, the line is rubbish, Rich. It should be good, based on the attenuation, but the sync speeds you're getting says that it's very noisy. IDNet would appear to have detected a basic line fault, try dialling 17070 and selecting option 2, the quiet line test. If you hear more than a background hum or hiss, report that to BT as a voice fault, and be careful not to mention ADSL.

ou7shined · Jun 01, 2009, 10:33:47

This may sound odd but we don't have a telephone. We are a household of mobile users and only have the line for BB, so I can't do that.

How best to get in touch with BT? Google seems to bring up a load of numbers and services that I don't need.
Apologies for being such a space cadet.

ou7shined · Jun 01, 2009, 10:37:11

Quote...and be careful not to mention ADSL

Why?

Rik · Jun 01, 2009, 10:41:58

If you do, BT will immediately try to pass the buck.

Rik · Jun 01, 2009, 10:43:08

Quote from: ou7shined on Jun 01, 2009, 10:33:47
This may sound odd but we don't have a telephone. We are a household of mobile users and only have the line for BB, so I can't do that.

How best to get in touch with BT? Google seems to bring up a load of numbers and services that I don't need.
Apologies for being such a space cadet.

Can you pick up a cheap, wired, handset? You need to be able to dial 151, ideally, from that line. You can do it via the BT website if needs be, but using the phone is the best way.

ou7shined · Jun 01, 2009, 10:50:13

While trawling BT's site looking for a tech support number (still haven't found it) I found "track a fault". I don't know if this means much...

Rik · Jun 01, 2009, 10:52:22

You should be able to report a fault from that section of the site, Rich.

ou7shined · Jun 01, 2009, 16:07:42

Cheers Rik.

Ok BT found a fault and fixed it. I'm impressed. And now I'm syncing at a rip roaring.....

Rik · Jun 01, 2009, 16:08:39

That's what I call a result.

ou7shined · Jun 01, 2009, 16:14:00

Quote from: Rik on Jun 01, 2009, 16:08:39
That's what I call a result.

Yup the line gets fixed and my connection drops another 128Kbps.

Phoning IDnet as I type.

Sebby · Jun 01, 2009, 16:28:07

Ouch. Doesn't look like they've really fixed it! Let us know what IDNet say.

ou7shined · Jun 01, 2009, 16:29:47

Spoke to a fella at IDnet who said "they simply can not push anymore frequency down my line in the state it is in"

??
They are sending a BT ADSL engineer out to me.

Sebby · Jun 01, 2009, 16:31:35

Well that's true, nothing to do with IDNet. I'm sure INet made you aware, but BT charge £160+ if no fault is found. There definitely is a fault, though, so if they try it on, stand your ground!

ou7shined · Jun 01, 2009, 16:34:03

He never mentioned no £160!

What's likely to happen like?

Rik · Jun 01, 2009, 16:47:22

The engineer will check at the test socket behind the faceplate if you have an NTE5, or will disconnect the exchange pair and test there if you don't (hint, if you don't, ask nicely and he'll probably fit an NTE5 for you). If that test shows all is well, he'll say it's your internal wiring (though I don't think that is the case). If it's internal wiring, you will be charged.

ou7shined · Jun 01, 2009, 16:49:29

And just to cheer myself right up I checked my pings. Yup...... they've doubled.

Rik · Jun 01, 2009, 16:51:12

There's a few of us seeing higher pings at the moment, Rich, IDNet don't have any network congestion, so I'm not sure why. Often, for reasons I can't explain, re-booting the router will fix it.

ou7shined · Jun 01, 2009, 16:54:16

Quote from: Rik on Jun 01, 2009, 16:47:22
The engineer will check at the test socket behind the faceplate if you have an NTE5, or will disconnect the exchange pair and test there if you don't (hint, if you don't, ask nicely and he'll probably fit an NTE5 for you). If that test shows all is well, he'll say it's your internal wiring (though I don't think that is the case). If it's internal wiring, you will be charged.

Ah ok. Well I do have a NTE5 and my pc is connected directly to it. So if I understand correctly no internal wiring... unless you mean the stuff between my ears and that's definitely not what it used to be.

Mate I have rebooted my router about 15 times today already. But cheers.

Rik · Jun 01, 2009, 16:58:49

No extensions from the NTE5, Rich? Have you tried plugging into the test socket behind the faceplate?

I'm stuck on the pings, IDNet can see no reason, but there's three or four of us at least seeing high figures. I'll keep an eye on it and see if I can spot a pattern.

ou7shined · Jun 01, 2009, 18:31:30

Quote from: Rik on Jun 01, 2009, 16:58:49
No extensions from the NTE5, Rich? Have you tried plugging into the test socket behind the faceplate?

Yep that's how it is just now. I've just left it like that until the engineer sees it.

Rik · Jun 01, 2009, 18:32:22

You shouldn't have any problems, then.

Sebby · Jun 01, 2009, 20:13:43

Ninny · Jun 01, 2009, 21:12:11

Whenever I try a ping test it always seems to be "telehouse-gw2-lo1.idnet.net [212.69.63.51]" giving largely varying times, such as "43 ms 53 ms 146 ms". Obviously something isn't quite consistent "at the hop - hop hop hop."

Lance · Jun 01, 2009, 22:37:10

Most of the idnet servers are set to give ping requests low priority which is what can sometimes cause the variable results. If you do a search for nameserver you should be able to find the ip address for it which is the one idnet recommend pinging (i'd find it for you but i can't search from my phone).