Router failing to connect - help please?

[basirk]

Hi all,

I'm a new IDNet user. I've been connected for just a few days. I was using a friends Netgear DG834GT router and this evening tried switching it for my LinkSys WAG54GS. It didn't want to connect, so I put the Netgear back on. Now the Netgear won't reconnect. It looks like the negotiation is failing - it's not even getting to authentication.

I'm on the Home Plus package.

Router statistics are:
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 0 0 0 0 0 00:00:00
LAN 10M/100M 1275 1184 0 58 52 00:38:45
WLAN 11M/54M 11755 13066 0 3660 485 00:38:40

ADSL Link Downstream Upstream
Connection Speed 15323 kbps 973 kbps
Line Attenuation 20.5 db 11.3 db
Noise Margin 15.2 db 5.4 db

Connection status is:
Connection Time    00:00:00
Connecting to Server    Disconnect
Negotiation    LCP is allowed to come up.
Authentication    ---
Getting IP Addresses    ---
Getting Network Mask    ---


Can anyone help? I've left a message on IDNet's answerphone. I've also sent them an e-mail. I've tried using the master socket.

Many thanks,

Chris

[LesD]

 

I am no expert and one may be along soon but maybe it's a stale connection.

I believe the solution if it has gone stale is to leave your router off for 20 to 30 minutes and then try again.

[Simon]

Hi Chris,   

I can't add to what Les said, but come back to us if you need more help.

[basirk]

James at IDNet has replied to my email  
Although apparently the BT diagnostic tools are down for maintanance currently  

Fingers crossed he can sort it out. My name's mud at the moment for fiddling with the broadband out-of-hours of the ISP support line.

The router has been plugged in now for around an hour LesD, but nothing is happening yet.

Chris

[LesD]

The router has been plugged in now for around an hour LesD, but nothing is happening yet.

If it has gone stale I believe the router has to be switched OFF for the 30 minutes.
It has happened to me at least once that I can recall but when I switched on after the time lapse all was well again.

[basirk]

If it has gone stale I believe the router has to be switched OFF for the 30 minutes.

Ah. I'm reluctant to switch it off now that IDNet are on the case, as they'll probably want it plumbed in to test the "circuit" (not that I know what that inolves).

[LesD]

Ah. I'm reluctant to switch it off now that IDNet are on the case, as they'll probably want it plumbed in to test the "circuit" (not that I know what that inolves).

Best do as IDNet say. As I said when I offered an opinion, I am no expert! 

[Lance]

The other thing you could try is entering an incorrect username & password onto the router. That sometimes clears a stale session.

[Ray]

 

[basirk]

Thanks for the welcome 

Still no internet. Looks like DHCP on Wifi has gone down now too - I'll try rebooting the router.
I've been spoilt with a 24-7 phone support line on Metronet (PlusNet) for the past few years. The lack of one now, or even a ticket support system (unless I missed it) is a bit disheartening. I couldn't even find the support e-mail address on their website. Things always go wrong at the weekend. Does anyone know if there is someone at IDNet working on customer support issues on a Sunday?

Edit - DHCP working again but still no internet. Torn between leaving the router switched on, or doing as people here suggest and switch it off for 30mins. Sods law says that's when someone will try and investigate the problem...

[Glenn]

Chris, 

IDNet do have a rota of support staff that work on emergencies over the weekend, give them another call on 0800 701 2000 state that you have no internet access, James should then give you call back, or email them again, as you did last night.

[Lance]

Although their isn't anyone specifically working, there is out of hours cover for urgent issues (such as lost connectivity.

I would switch off as if James was to try the diagnostics, I'm sure he will give you a ring if it appears the router is off.

Spports email address is support@idnet.com or contactus@idnet.com

[basirk]

Left answerphone message and sent e-mail.
We wait   

[basirk]

Im really sorry its very bad timing but BT's tools are still down this end so I can see very little until I can speak with BT tomorrow for you. I would recommend following the diagnostics from the guys at IDNetters until we are able to speak with BT for you.

There you have it. The router has been switched off.

I'd recommend no one else gets a problem with their broadband until Monday   

[Simon]

Bloody BT!!   

[Rik]

Welcome to the forum.

Although support isn't working 'normally' out of hours, there's always someone on the end of a phone and, while it might take a couple of hours, they will get back to you. If there's a particularly significant incident, ie a wholesale failure, one of the staff will phone one of the MDs.

It does sound like you have a stale session to me, so I'd try Lance's advice if I were you.

[Steve]

There you have it. The router has been switched off.

I'd recommend no one else gets a problem with their broadband until Monday   

It least it saved a phone call to India with the usual schpeel "is your 2 pin mains adaptor inserted the correct way round into your ............................... etc etc 

[Sebby]

Hope you get this sorted.

[basirk]

Unfortunately, switching the router off didn't fix anything.
Had a reply from support though:

This is back in hand with BT, tests completed on the line does show a
problem within the exchange, as soon as we have an update we will be
back in touch to advise.

Ho hum.

Thanks again for the warm welcome and suggestions 

[Lance]

Thanks for the update. Hopefully that should be cleared today

[Sebby]

[LesD]

Anybody know if basirk got it sorted? 

I guess he did or he would have been back to say it was still broke! 

[Glenn]

Hasn't logged on to the forum, since 23 Nov.

[Sebby]

Not a good sign!

[Simon]

Unless the problem is solved.  Some folks only choose to use the forum when there are problems.