Moved to ADSL2+ Router says connected but no connection

[goingonholiday]

I received my confirmation of ADSL2+ upgrade yesterday at 7:30pm, hadn't had a connection to the internet since 4pm.  Turned router off for an hour, powered it back up, still the same, it says it's connected to the internet but my PC's show the network as local only and I can't connect to the internet.  I've emailed support and left a voicemail this morning so hopefully someone will contact me shortly.

In the meantime is there anything I can check, does this sound like a BT problem or a router problem.  Haven't changed anything else and haven't had any problems in over a year.  Slightly concerned migration was scheduled for a time of year when support may not be available (from IDNet or BT) but it's done now.

Thanks

[Rik]

It does sound a bit like BT may have messed up the upgrade, which does involve moving some wires at the exchange. I've also got a problem with my WBC line, so maybe they are picking on us.

If you check your router, does it show a sync speed, attenuation and noise margin? If it does, does it have an indication of PPP connetcion, eg IP address?

[goingonholiday]

Thanks for the prompt response!  This may be a bit convoluted as I'm at work but will ask them to check at home.  From memory everything looked ok, it showed a speed up and downstream and there was an IP address - will check what you've asked for and let you know.

[Rik]

If the PPP session is there, ie you have an IP address, then it really should be working.

[goingonholiday]

Ok, some more info

Upstream data rate - 448
Downstream data rate -  5888
noise margin - 6.4 (down), 22.0 (up)

and there is an ip address starts 172.

Does this mean anything?

Also, any other way of contacting IDNet, I've emailed Simon direct, their support address and left 2 messages - can't believe they've scheduled an upgrade when there is nobody their to help (had I known they weren't in the office on a normal working day I'd have got them to reschedule it).

Thanks

[Rik]

It means you're not on Max and, from the sound of it, BT have messed up the migration as that's not an IDNet IP range. I'm guessing it's a fault at the radius server, which means you're not being passed through to IDNet by BT. I'll see if I can reach someone for you.

[goingonholiday]

BT strikes again!  If you can reach anyone it would be appreciated thanks.

[Rik]

I've left a message with Simon's voicemail, but I don't know when he'll pick it up as he's away for the week.

[goingonholiday]

Thanks for your help.

To say I'm unimpressed with no support on a normal working day would be an understatement right now!  Hopefully he will pick up very soon.

[Rik]

Someone should be rostered for today. Trouble is, I don't know who. Thing is, it's not a normal working day for IDNet, they close on the 23rd or 24th and re-open in the New Year. Emergencies, ie no connection, should however be dealt with.

For the record, it's best to avoid Fridays and the holiday period to change anything...

[Tacitus]

Post deleted.......

[Rik]

My WBC line is down, so Ican't check right now, Tac.

[Tacitus]

My WBC line is down, so Ican't check right now, Tac.

Just realised Rik that he appears to have a DSL connection but no PPP, therefore the mode wouldn't matter.....

I deleted the post, but you beat me to it.....

One thing he could try is to redo the connection and password details and then reboot...

[Rik]

Never delete while I'm online, Tac, I'm bound to be typing.

[Tacitus]

Never delete while I'm online, Tac, I'm bound to be typing.

I tend to post quickly and really should go through the whole thread before posting...   

[Rik]

Also, any other way of contacting IDNet, I've emailed Simon direct, their support address and left 2 messages - can't believe they've scheduled an upgrade when there is nobody their to help (had I known they weren't in the office on a normal working day I'd have got them to reschedule it).

I believe Brian has been in touch with you now. The IP address you are getting does suggest BT didn't jumper the line correctly, so you're connecting to a BT test domain, not IDNet.

[goingonholiday]

I believe Brian has been in touch with you now. The IP address you are getting does suggest BT didn't jumper the line correctly, so you're connecting to a BT test domain, not IDNet.

Yes thanks for your help, got a call and after I explained it looked connected and had a 172 IP address he has referred it to BT.  Could be 24 hours before they get back so could well be some stroppy teenagers tonight!

I will post back when it's resolved.

[Rik]

I happen to know because I ended up connected to that same domain for a while. It seems that the modem at the exchange on my WBC line has thrown a wobbly, it insists I'm connected when I'm not. Luckily, the Max line isn't affected.

[goingonholiday]

HURRAY (no stroppy teenagers!)!!!! 

I am back up and running - not sure how stable and not significantly quicker than before but it works!

Took a while for any IDNet response (3 hours) and their initial response was to look at firmware updates but once I told them about the IP address they knew it was BT so can't complain.

I've been so impressed with IDNet, the only issue I ever have is getting hold of someone!  Anyway must thank Rik again for pointing me in the right direction and trying to contact IDNet earlier.  Thanks very much

[Rik]

My pleasure. Once Brian sinks his teeth into BT, they don't get away easily.

[quandam]

Well done Rik! You are worth every penny!

[Rik]

That's not saying much, Q.

[quandam]

Probably  could be the appropriate comment?

[Rik]

Yup.