Lost internet connection

UncleBob · Sep 10, 2009, 15:03:41

Hi all,

I have a Linksys WAG160N wireless router. Making use of this at various times are a main desktop pc, a couple of laptops, a PS3 and a Wii.

All has been fine for some time. Then, 2 days ago, we found that we could no longer connect to the internet. The wireless connection is still being made with the router but not the subsequent connection to the internet. On the router itself the 'Wireless' and 'ADSL' lights are on but the 'Internet' light is not. I have tried powering off the router a couple of times but to no avail.

How do I go about resolving the problem?

PS : For those contemplating the obvious response - I'm posting from work where there is an internet connection!

Rik · Sep 10, 2009, 15:32:45

Hi Bob, and welcome to the forum.

Can you access your router stats and post them, please? Kitz has instructions for a number of Linksys routers, but not your particular model if you're not sure how:

http://www.kitz.co.uk/adsl/frogstats.php

It sounds like you're not achieving sync, on the basis of what you say, so I'd expect to see no connection speeds showing in the stats - though it could be that you're not logged in, it depends on how Linksys have applied the labels.

Tell me a bit about your phone wiring, do you have an NTE5 master socket, the type where you can remove the bottom part of the faceplate? Where is the router connected, at that master socket, a hard-wired extension or via an extension lead? If the latter, is it flat or round? What else is connected to the phone line, eg phone, Sky box etc. Have you tried disconnecting everything but the router? Have you tried powering the router down for 15 minutes?

Ray · Sep 10, 2009, 15:41:22

Bob and

Sebby · Sep 10, 2009, 15:46:12

UncleBob · Sep 10, 2009, 15:57:59

Thank you for the welcomes and karmas

Rik, I can't access my router stats at the moment as I'm at work (and it may be a few days before I can post them I'm afraid if the connection at home isn't working)

I do have an NTE5 master socket and this is where the router is connected. We have one telephone extension upstairs (pre-installed in a new-build house when we moved in). We have SKY but don't bother connecting to the phone line. We have a monitored ADT alarm (I'm assured that this is appropriately filtered - and given that things have worked previously I have no reason to doubt them). I have powered down the router a couple of times but I'm not sure whether it was for 15 minutes.

I'll try plugging directly into the master socket to see if that helps (I'll also try the full 15 min power down).

Sebby · Sep 10, 2009, 16:00:11

You'll be able to get the router stats, even if the connection isn't working, as the router is still sync'd by the sound of it. It sounds like it could be a stale session - try leaving the router switched off for half an hour or so.

Rik · Sep 10, 2009, 16:03:01

Hi Bob

Take that faceplate off, and connect to the test socket which is revealed, that should eliminate any other connection if the work's been done properly. OTOH, if the alarm is wired into the back of the socket, you may have a problem with that. Do you have access to a spare router, or one you could borrow, to eliminate the possibility of a router fault?

Can you access your router via your browser? If you can, you should be able to get at the stats regardless of whether you have a 'net connection or not. What I'm looking to do is to establish whether you have sync and, if so, whether it's a PPP session problem. The 15 minute powerdown should clear that though.

Dangerjunkie · Sep 10, 2009, 16:12:43

Hi Bob,

Welcome to the gang

If you can't find the manual for your kit, like I usually can't

you should be able to find the manual here http://www.linksysbycisco.com/UK/en/support/WAG160N/download . Is your router a WAG160N V1.0 or V2.0 please? I think it's probably a 1.0 as the 2.0 says the Internet light goes red when it can't get online and doesn't mention a state where it's not on..

The V1.0 manual says the following about the LEDs:

Quote
DSL (Green): The DSL LED lights up whenever
there is a successful DSL connection. The LED
flashes while the Gateway is establishing the
ADSL connection.

Internet (Green): The Internet LED lights up
and stays on when there is a connection made
through the Internet port. It flashes to indicate
network activity over the Internet port.

It sounds to me like your router can see the exchange (sync) but isn't managing to log on (establish a PPP connection to IDNet). My first questions would be:

1) Has somebody reconfigured or reset the router?
2) Have you (or someone else) changed your IDNet password on the web site? If that has happened the same password needs to be set in the router.
3) Have you recently changed phone call provider (to someone like TalkTalk) who might have switched your broadband too without you knowing?

The next thing I would do is give support a call on 0800 701 2000. They will be able to check your account is active and watch your modem try to connect to see where it's going wrong.

Cheers,
Paul.

Rik · Sep 10, 2009, 16:15:16

Quote from: Dangerjunkie on Sep 10, 2009, 16:12:43
2) Have you (or someone else) changed your IDNet password on the web site? If that has happened the same password needs to be set in the router.

That's no longer the case, Paul, a change in the portal login doesn't knock through to the router login as it used to.

Dangerjunkie · Sep 10, 2009, 16:16:53

Thank you

I stand corrected

Rik · Sep 10, 2009, 16:20:57

I only found out the hard way.

UncleBob · Sep 10, 2009, 16:41:48

Wow, pretty active forum. Thanks for the posts guys.

I did realise that I would still be able to access the router stats. What I was trying to say was that because of the lost internet connection I wouldn't be able to posts the stats here once I'd obtained them.

Paul, yes its V.1. And yes, the ADSL light is on (suggesting it is 'sync'ed?) but the internet light is not. Negative answers to all 3 questions I'm afraid. I'll try support tomorrow if I have no joy with the faceplate / long power-down options.

Thanks again.

Rik · Sep 10, 2009, 16:43:53

Keep us posted, Bob.

Sebby · Sep 10, 2009, 17:01:23

Quote from: UncleBob on Sep 10, 2009, 16:41:48
I did realise that I would still be able to access the router stats. What I was trying to say was that because of the lost internet connection I wouldn't be able to posts the stats here once I'd obtained them.

Ah, sorry, I'm with you now.

UncleBob · Sep 11, 2009, 08:06:56

OK, this is weird.

When I got back from work last night the internet light was on! Like a 5 year old at Christmas I raced upstairs to put the PC on and .... Well, it connected to the internet but after 5 minutes it still hadn't loaded the Google page I have as my home page (for those of you that don't have it, its pretty plain and doesn't normally take much loading!).

I switched off the router for a good 1/2 an hour or so. Switched it back on (after first plugging it in to the test socket) and the internet light was still on but still the same painfully slow speeds (Outlook Express point-blank refused to download any emails). I looked at my router stats and it looked OK to me (but then I don't know much!). Download speed was showing as 2.2MB (which is what I normally get). How can it shows this speed when the actual speed is clearly slower than an old 56k dial-up? I switched the PC off in disgust and resolved to call support this morning.

So, this morning arrives, the internet light is still on but now - there is life! The Speedtest.net site shows a ping of 33ms and download speed of 1.96MB (again, pretty much my 'normal' speed). I'm confused. Happy, but confused.

Guess I'll see how things go this morning. Thanks again for the helpful comments.

Rik · Sep 11, 2009, 09:14:09

Maybe you've been caught up in one of the BT issues that have gone on this week, Bob. What part of the country are you in?

UncleBob · Sep 11, 2009, 09:27:49

Quote from: Rik on Sep 11, 2009, 09:14:09
Maybe you've been caught up in one of the BT issues that have gone on this week, Bob. What part of the country are you in?

Worcester.

Rik · Sep 11, 2009, 09:41:26

I'm not aware of anything around there (apart from the Cathedral, of course.

), so give support a ring.

UncleBob · Sep 11, 2009, 16:26:05

Hi Rik,

What do I gain by calling support after the problem has gone? I don't want to waste their time unnecessarily.

Rik · Sep 11, 2009, 16:28:26

It enables them to look at the logs, Bob, and check what's been happening to your line, they can also run tests to see if there are any ongoing faults.

Tacitus · Sep 11, 2009, 19:03:03

Quote from: Rik on Sep 10, 2009, 16:15:16
That's no longer the case, Paul, a change in the portal login doesn't knock through to the router login as it used to.

If that's so, how do you change the iDNet login password or is that something only support can do?

Rik · Sep 11, 2009, 19:05:15

To the portal or for the ADSL service, Tac?

Tacitus · Sep 11, 2009, 20:47:44

Quote from: Rik on Sep 11, 2009, 19:05:15
To the portal or for the ADSL service, Tac?

The ADSL - you can change the portal password in the portal itself.

Rik · Sep 12, 2009, 09:55:57

AFAIK, only support can do this, and they are reluctant to, due to the risks involved in the new password not 'taking' correctly with the BT radius servers.

Tacitus · Sep 13, 2009, 15:39:55

Quote from: Rik on Sep 12, 2009, 09:55:57
AFAIK, only support can do this, and they are reluctant to, due to the risks involved in the new password not 'taking' correctly with the BT radius servers.

Thanks Rik. I didn't realise it involved BT.