Connection Problem

captainpud · Mar 04, 2007, 12:43:16

I have just joined IDnet this week and so far I am very impressed with the speeds I am receiving

but I seem to be having a minor connection problem. My line is always there and on but about three or four times this week I have had to click the connect button in my router settings to re-connect to my internet even though the line is still connected. I have my router set to always on and I had not ecountered this problem previously so I presume it is some setting I need to change. Can anyone suggest anything please. I should mention I am using a BT voyager 240 on Home Supermax and the problem started when I joined IDnet on Tuesday.

Lance · Mar 04, 2007, 13:23:34

I don't have that router but here goes...

I can't imagine there are any settings you need to change in order to get IDNet working properly. I've certainly not heard of that before.

My router has a option to automatically reconnect if the line drops, which I have enabled. Might be worth checking to see if you have a similar option, although I doubt it will help as you say the line is still connected when you hit the connect problem.

I know there have been some issues where people have lost PPP (?) sessions recently, as a result of BT firmware updates on the DSLAMs at the exchanges and possible a few other reasons. Perhaps your router is not automatically reestablishing a new PPP session once available again. When you lose your PPP session, your line remains sync-ed to the exchange which might explain why you still appear connected.

If possible, it may be worth trying a replacement router and filters, if you have any to hand and see if they help.

I'm sure that someone will be along shortly with even more advice!

HTH,

Lance

Rik · Mar 04, 2007, 13:35:59

I can't add anything to what you have said, Lance. There have been outages in the past few days due to BT work and yesterday, and perhaps early this morning, due to IDNet upgrades. However, I've re-connected automatically without problem.

Captain, if no-one has any better ideas, call IDNet on Monday, they'll run through the router settings with you. Alternatively, if you ask on ThinkBroadband, you'll find someone there who know the router and can give you more informed advice.

Sorry I don't have a simple answer for you.

Lance · Mar 04, 2007, 13:39:53

Quote from: rikbean on Mar 04, 2007, 13:35:59
I can't add anything to what you have said, Lance.

That makes a change then! I must be getting good at this!

captainpud · Mar 04, 2007, 14:59:54

OK thanks guys

, I will have a look if there is an auto re-connect option and if not I will call IDnet Monday.

Lance · Mar 04, 2007, 15:12:11

Let us know how you get on, captainpud

captainpud · Mar 04, 2007, 16:47:48

The only options I have are

Always on

Dial on demand - does this mean it will auto dial when I try to access the internet?

Manual Connect

The last two options require you to enter a time to disconnect if know activity.

Any thoughts, would option two be away around the problem. It may be that the problem will not re-occur as the lost connection was due to system maintenance from IDnet or BT.

Lance · Mar 04, 2007, 17:04:11

Option 2 may help, as I assume it will negotiate a new connection each time you want to use the internet but personally I would just leave it on always on for the next week and see if you keep getting the problems. If you do then switch to option 2 and give that a try.

Rik · Mar 04, 2007, 17:59:09

Quote from: lance on Mar 04, 2007, 13:39:53
I must be getting good at this!

You are good at this!

Rik · Mar 04, 2007, 18:06:29

Quote from: captainpud on Mar 04, 2007, 16:47:48The only options I have are

It might be worth checking the Voyager TS site here. Click on the link for tech support

Quote
Always on

Dial on demand - does this mean it will auto dial when I try to access the internet?

Manual Connect

The last two options require you to enter a time to disconnect if know activity.

Always on should be fine, there's usually a 'sub-option' to automatically re-connect. Failing that, try setting the 'no activity' figure to 0, which usually disables the disconnection, and use Option 2.

captainpud · Mar 05, 2007, 12:18:05

Thanks for all the replies gents

I had a look at the Voyager site but could not see anything I had missed. Connection was OK this morning so I will monitor it for the next few days and see what happens.

Rik · Mar 05, 2007, 12:20:28

Good luck, let us know how you get on.

captainpud · Mar 08, 2007, 07:29:16

Ok chaps I am seeking assistance again

when I logged on last night my router had lost it internet session again but broadband line was still up, I presume this was because of the work that IDnet were doing yesterday. Unfortunately that is not the problem, I decided to change my setting to Dial on demand rather than always on and set the session to time out after 1 minute just to test that it worked ok. So tested with laptop and then with Xbox each time letting it time out and dial a new connection, no probs all working fine. So then once I am happy that it is all working I change the timeout to 2 hours and again all working fine but then sometime between 7-8pm last night completely lost my connection to IDnet, still got my Broadband line but no internet session. I tried rebooting the router, re-entering all my settings but nothing I could do would get my connection to IDnet back (I even tried a different router). has something with there new system caused this? I don't suppose I need to switch my router off for an hour or something silly like that do I? So basically no connection at all last night, anyone know whats going on. I am going to ring IDnet this morning and see whats going on.

I do hope I have just been unlucky, this is the first time I have had no connection at all since I got Broadband.

PS tried it again this morning but still no joy

dialed in from work at the moment.

mikeb · Mar 08, 2007, 08:18:41

Captain,

I am in exactly the same situation as you. I came home last night to find that although I had a connection on my router, I had no IP address (logging in from work just now also). I have had a good connection for the last week after joining up last Thursday and then this happens! I have a Safetek SWAMRU wireless router which has been running almost non-stop for 3 years now without a hiccup.

I unplugged it overnight and tried again this morning to no avail. Help I need access soon for my family.

Rik · Mar 08, 2007, 08:37:08

Mikeb & Captainpud

BT advised IDNet yesterday that the activation of the new central would not cause any disruption. Unfortunately, it appears the advice was inaccurate. Many users have found the need to re-boot their routers to restore their connection, some have needed to power off for 30 minutes or so. Captain, this should be the next thing you try. Mike, as you've already done this, I can only suggest you phone support, sorry.

Lance · Mar 08, 2007, 08:40:48

I know this doesn't help either of you, but my connection was fine last night.

I'm only posting this to show it wasn't an IDNet wide issue. I'm afraid I can't think of anything to help either of you other than maybe call CS to see if they can see a problem with your line?

captainpud · Mar 08, 2007, 08:50:22

Ok thanks chaps

, I should point out that my Broadband line is up and running fine at its normal sync, I just can't connect to IDnet. I will call home and get the router switched off until I get home and I will also call support this morning to see what they have to say, don't want to be off again tonight

(I need to be playing GRAW 2 tonight

)

mikeb · Mar 08, 2007, 08:55:08

Thanks for the replies guys,

I phones CS (I should have done that first!!!

) , and they explained that this was due to the upgrades affecting a few customers only. BT was reading our lines as still connected even after the changeout. As our routers were trying to access a line that BT thought was already being accessed, our routers were not being logged in. (hope that doesn't confuse everyone more!!!!!).

If you call CS they will add your name to a (growing) list of people who are having their lines disconnected then reconnected, this should fix the problem (in a couple of hours I was told).

Hope this helps

lozcart · Mar 08, 2007, 08:56:15

I have the same problem. Lost connection yesterday afternoon and still not back. I've tried turning off and resetting the router, in fact I left it off all night, and still nothing. As captainpud describes I get a sync but no IP address or connection to idnet. Will ring support and add my name to list, thanks.

Rik · Mar 08, 2007, 08:59:57

Sorry to hear of more of you being affected. Sadly, we can do nothing from here, and anyone unable to connect should call support as soon as possible.

Good old BT, eh.

Lance · Mar 08, 2007, 09:21:51

Yet again, a responsive and helpful response from CS.

It always makes me happy knowing that should I have any problems they'll be able to help! Reminds me why I joined here in the first place.

serenity · Mar 08, 2007, 09:23:11

Hello Guys

Appears to be exactly the same problem for me too, well the same symptoms anyhow. Only slight differences is that my connection was down from around 07:00 AM yesterday. Getting sync'd but no IP address, router states that connection is failing over at authentication stage.

Hopefully it's an easy fix for me too. (there really should be a fingers crossed smiley)

Wierd how it seems to be all IDnet noobs in here with this problem...

Name added to list with support.

Rik · Mar 08, 2007, 09:43:20

It sounds to me like you've been the 'victim' of BT's work upgrading the firmware on DSLAMs, which has left you with a stale session, compounded by a second one caused by the activation of the new central. That is extremely bad luck, and not at all typical of the service with IDNet. Hopefully they'll have you back up and running shortly.

captainpud · Mar 08, 2007, 09:53:25

I have just phoned support but they were all busy unfortunately but a very nice lady answered and knew exactly what was happening

. She has taken my name and number and hopefully my connection will be cleared when I get home tonight. I have also got my router switched off aswell just in case. Fingers crossed

Rik · Mar 08, 2007, 09:57:00

From what I hear, Captain, BT are being kept busy this morning!

captainpud · Mar 08, 2007, 10:14:51

Support rang me back 5 mins after I phoned them and said I should be back on by 12

, unfortunately at work until 4pm

Its nice to have good support though

I can't remeber the last time one of my ISP's actually rang me back

Rik · Mar 08, 2007, 10:30:28

It does come as a shock initially.

mikeb · Mar 08, 2007, 10:57:00

I have managed to get my email now, but as I am at work can't check the connection (But I assume this is also working now)

As mentioned by others I have now phoned CS 3 times (not only for problems) and responses have been excellent every time. After coming from Eclipse this is a strange feeling.

My connection is now approximately 15-20 times quicker (honestly!!!!) and apart from this little hiccup, couldn't be happier.

Cheers guys.

Rik · Mar 08, 2007, 11:03:09

You'll find people giving off a warm glow of satisfaction all over the place, Mike. Welcome to the club.

serenity · Mar 08, 2007, 12:56:14

Lol I'll join the suprised club

here too, I don't ever recall getting a call back from an ISP before!!! Very impressed 8)

Got a call around 9:40ish saying should be back up by 10:30-12:00. However 12:50 now and still down. Tech Support just checked my line, according to BT it is still connected, so back to the stale session scenario. TS said hopefully it will be back up today...

Anyone with this "stale session thing" back up yet???

Rik · Mar 08, 2007, 13:10:50

I've seen a number of reports from people who are now back online, BT have a big list of stale sessions to work through, unfortunately.

lozcart · Mar 08, 2007, 14:04:00

I'm still down, contacted support and apparently some lines are proving harder to clear than others. Typically mine is one of the hard ones

Told it should be done today.

Rik · Mar 08, 2007, 14:05:58

If it's any consolation, it's usually me they pick on.

serenity · Mar 08, 2007, 14:45:09

Houston... yep, we have lift off.

Good luck to all the others that are waiting still.

Thanks Tech Support/IDnet and to Rik for his posts in this (and my other) thread.

Rik · Mar 08, 2007, 14:49:17

Glad to hear you're up and running.

Now you can start to enjoy the service we all love...

rgt247 · Mar 08, 2007, 14:52:00

Hi
Welcome to the club. I know you will notice a difference, for the better.

captainpud · Mar 08, 2007, 16:42:53

Yeah

I am back on. I hope the rest of you are sorted by now. Thanks to all for there input especially Rik and Lance

Rik · Mar 08, 2007, 16:47:09

Most were sorted when I just spoke to Tim, Cap (names get shorter and shorter when I'm around

), but there's a few that BT are still working their way through. Hopefully it won't be too much longer.

It's a pleasure to try and help, though I'm not sure we've been able to do much except be sympathetic today. I'm just glad that you're up and flying again!

lozcart · Mar 08, 2007, 17:30:13

Still no connection, apparently BT have cleared the stale session but I've another problem. BT can't understand why my line is sending requests to idnet but no connection is happening.

They are working on it as I type apparently. Fingers crossed.

Rik · Mar 08, 2007, 17:34:02

Typing with crossed fingers is so painful. Hope it's sorted soon.

Lance · Mar 08, 2007, 19:36:17

Quote from: captainpud on Mar 08, 2007, 16:42:53
Thanks to all for there input especially Rik and Lance

No problem! I'm glad I'm able to help!

lozcart · Mar 09, 2007, 08:21:23

I've still no connection this morning.

Hope it gets sorted today for the weekend.

Rik · Mar 09, 2007, 08:23:47

Give support a call when they open, they will hopefully be able to update you, or do some more chasing.

lozcart · Mar 09, 2007, 14:12:55

Still nothing.

Called support three times today and tried logging on using the bt test username, nothing. I get a sync but no IP address.

Support are chasing bt.

Rik · Mar 09, 2007, 14:15:00

I do sympathise, you must be horribly frustrated, I expect IDNet are too - they've done their bit, they need BT to deliver for you.

kinmel · Mar 09, 2007, 15:27:29

Just been reconnected now after being down all day.

Rik · Mar 09, 2007, 15:34:11

You might be interested to see the service announcement I've just posted here.

Cisco and BT between them have a lot to answer for!

Glad you've finally joined us though, welcome.

DAB Badboy · Mar 09, 2007, 15:36:34

That would explain why my PPP dropped between 15:12.29 and 15:15.29 then ..

Rik · Mar 09, 2007, 15:46:28

Indeed it would, mine went from 15:12:05 - 15:14:20, though I was busy typing at the time and never noticed.

lozcart · Mar 09, 2007, 15:51:38

The reset sorted me out, back up and running

Cheers chaps for the support, have a good weekend.

Lozcart.

Rik · Mar 09, 2007, 15:54:39

Great news, glad to have you up and running.

rgt247 · Mar 09, 2007, 16:15:17

Hi
The internet after 15.12 reboot is much improved. Lets hope this is the last interruption for a while.

Rik · Mar 09, 2007, 16:19:58

I promise you, I have so much crossed it hurts!

Curiously, I just did a speed test. My profile is 2500, but I measured 2617!!!

captainpud · Mar 09, 2007, 16:22:19

Quote from: captainpud on Mar 08, 2007, 16:42:53
Yeah I am back on. I hope the rest of you are sorted by now. Thanks to all for there input especially Rik and Lance

Well I spoke to soon when I posted this message, my connection died again a few minutes later so I was off all last night and have just come back on now. BT really seemed to have screwed this upgrade up. I can't really fault IDnet though as there support has been very good.

Rik · Mar 09, 2007, 16:30:00

Cisco had a hand in things too, Captain, see here.

lozcart · Mar 09, 2007, 16:38:11

I hope the reset hasn't just moved the connection problem on to someone else.

It seems to have sorted mine and Captains problem out, but are there now other people who don't have a connection, I hope not. $:-\$

Rik · Mar 09, 2007, 16:43:32

I know they are glued to the screens down at HQ, watching the logins, so if there are issues, I'm sure they'll be hounding BT as fast as they can go.