No connection for 24 hours

dan13l · Feb 24, 2007, 16:07:49

My IDNet connection has been down for over 24 hours.

I have had no response from IDnet - either by email, or by phoning - and am not really sure what to do next.

Does anyone have any resources that I can use to either get in touch with them, or establish what the problem is by other means?

It's definitely not at my end - nothings changed and I bounced the router several times.

Any help appreciated!

old Bill · Feb 24, 2007, 17:33:15

Hi,
Sorry things are not going well for you. Have you tried calling the out of hours support line ?

DorsetBoy · Feb 24, 2007, 17:37:47

Hi and welcome dan13l,sorry you are having problems.

What does your router show?

Which exchange are you on,we can at least check to see if that is showing problems.

Has anything else been changed on your system?

dan13l · Feb 24, 2007, 18:22:52

Thanks for the responses.

I called the out of hours line at 1pm, then again at 5pm. I've just had a call back saying it all looks fine at their end, it must be a BT line fault, and that there's nothing anyone can do until Monday.

Bummer!

Is there anything I can do at my end to test the theory?

To answer the question, I've changed nothing at my end - I was actually at work when things stopped working yesterday.

dan13l · Feb 24, 2007, 18:28:11

Just to answer the other questions:

My router just says it's not connected. Not very helpful.

My Exchange is Narborough.

Cheers

DorsetBoy · Feb 24, 2007, 18:38:56

There are 2 Narborough exchanges...........Norfolk and Leicester

both show green on the status checker.

Have you got a adsl modem that you could check the line with,just to be sure the router is ok?

Also check from the BT test socket to eliminate any wiring problems.

dan13l · Feb 24, 2007, 19:38:38

The router's already in the master socket, so that rules that one out.

I've got an old BT router I can use to test, haven't got a bog standard modem.

Interestingly, I've just had a look at the router and both the telephone light and internet lights are lit.
Starting to think my router is a bit knackered. Will report back once I've tried the other one.

Thanks again.

dan13l · Feb 24, 2007, 20:03:41

Tried the other router; still no joy.

The adsl sync light, as with the previous router, stays lit at all times. The router won't connect though.

In the past, when I've seen line faults the modem/router can't sync.

Any other ideas? I seem to recall a BT username and password I can connect with to do a line test?

DorsetBoy · Feb 24, 2007, 20:09:38

Can't remember the uRL at the mo but you could log in as per this post by MAX,

This would tell you if there is any connection to BT.

http://www.idnetters.co.uk/forums/index.php/topic,1236.0.html

RobMc · Feb 24, 2007, 20:19:42

I've had two similar problems on customers lines which would not sync with the exchange.

The first one I visited and the adsl modem/router wouldn't connect (and hadn't done so for a number of days) so tried my spare one and that didn't work either. Phoned their isp support and eventually they said they would have to get a BT engineer out and that it would cost if he found no fault. Next day the service just worked and nothing was ever heard from BT. I assume that there was a problem at the exchange.

The second one I visited only after the customer had already contacted their isp (no connection for a couple of days) and had a BT engineer out who declared no fault on the line. I checked their existing Modem/router and it would not sync with the exchange. tested it with my spare and it worked. An expensive visit from BT could have been avoided here.

So it may be your equipment or it may be a problem with your line/at the exchange. The difference is that if a BT engineer comes out and it is your equipment you'll get landed with a big bill and then another bill to replace your modem/router. So it is vital that you ensure it's not your equipment or your wires that are causing the problem. Even using an old usb modem can help to see if it's your hardware or not.

Hope this helps

Rob.

EDIT: Doh just noticed that you have tried another modem/router.

dan13l · Feb 24, 2007, 20:27:53

I've just tried the bt_test@startup_domain login I found here:

http://www.ukfsn.org/support/adsl.html

That doesn't work either. So it's looking very much like a line fault. Looks like I'm going to be offline for a while

Thanks for all your help guys.

DorsetBoy · Feb 24, 2007, 20:29:46

Sounds like the exchange, hope it gets sorted soon.

Good luck!

Rik · Feb 24, 2007, 23:03:10

Quote from: dan13l on Feb 24, 2007, 20:27:53
That doesn't work either. So it's looking very much like a line fault. Looks like I'm going to be offline for a while

If you read this, Dan, call CS as soon as you can, they are good at moving mountains and BT!

dan13l · Feb 26, 2007, 21:11:43

Hi all, I'm back online.

I had a call, and email, from IDnet support this morning telling me I was back. Apparently some work had been done at the exchange, and that resulted in a "stale session", which didn't clear until this morning.

So all good now, and a great response from IDnet - can't really fault them for not being able to do anything over the weekend (it's BT's kit, after all).

DorsetBoy · Feb 26, 2007, 21:18:12

Thanks for the update .

Glad you are up and running again>

Rik · Feb 26, 2007, 21:36:54

Great to hear you're back, Dan. BT are such a pain.