Loss Of Connection

[tinawie]

Hi.

I'm hoping I can get some advise / help please.

I have been with IDnet for 4 years or so and never had a problem. On Sunday evening my connection went down, I have steady DSL green light, but flashing green internet light which goes to red then recycles.

I left a message on the phone Monday, and call was returned promptly, saying a line fault and BT would be contacted.

On Tuesday I was contacted a different person in support who said the line was fine and to get a new Router, I got a Netgear for £60, as people I asked didn't have a suitable one I could borrow, still no connection. I also reported the fault to BT myself.

Yesterday I was advised to plug the router directly into the phone socket, with out the plate on, to test it, this was done, no success, i was advised BT would be contacted again today. I called IDnet recently, and BT have been contacted, I tried to get a rough time scale however I am told depending on the nature on the problem I could be without internet for weeks.

I need the connection for work, banking etc, and cannot be without it for weeks, I understand Idnet are doing there best, but any advise on how to resolve / get a better time scale would be helpful.

Thanks in advance.

[Simon]

Hi,

I'm no good on the tech stuff, but someone will be along to help very soon. 

[tinawie]

Thanks for the reply. I have to leave work soon and have no connection at home, I will check tomorrow, and hope it can be resolved soon!

[Rik]

Can you hang around a few minutes, and I'll try and find out more for you?

[miriam_idnet]

Hi Tinawie,

During our conversation last night you asked me how long I thought your connection would be down, i advised you that until i could speak to a specific contact in BT in the morning I was not in a position to say as the nature of the issue was not clear. At no point did i or any of my colleagues say you would be down for weeks, merely that we could not quote a time frame at this point but that we were working on getting to the bottom of it as quickly as possible.

As promised i spoke to my contact this morning who took the case away to complete thorough checks of your circuit. He came back to me around 2pm confirming he could find no problem all and suggesting you may have an idle timeout set on your router or a potential fault with your router.  My colleague Brian left a message on your mobile number, on my behalf, shortly after advising you of this.

We are now waiting for you to confirm you are satisfied there is no idle time out setting on your router and that you are happy for us to pass the case over to BT as a fault condition.  Due to the nature of the issue (Sync but intermittent PPP) it is important to ensure you have tested alternative hardware, your configuration is correct and that there is no issue with BT's configuration of your circuit before raising any fault cases for engineers to take action. This helps to reduce the risk of a charge being applied by an engineer should he attend the premises.

Please call 08007012000 or email support@idnet.com to confirm you would like us to go ahead and raise the case.

Once the fault has been raised BT have a 40hour clock clear turnaround, we will of course monitor the case throughout and update you as soon as we have any response from them.

Regards,

Miriam
IDNet Support

[tinawie]

Thank you for the reply, please accept my appologises if anything was taken wrongly, I didnt mean to come across that way. I was purely seeing if the knowledgable people here had any ideas.

I would just like to say that after 4 years here, I have found IDnet to be excellent service, and this is my first problem of any kind, which I guess will turn out to be BT!

I have now emailed them with lastest information

[Rik]

Good luck.

[tinawie]

Good luck.

Thank You! I'll let you know how it goes

[Rik]

We'd appreciate that.

[tinawie]

Hi

Just to let you know IDnet are working hard on it, and we are in the hands of BT!

[Rik]

Some say good old BT, others know what they're really like.

Thanks for letting us know. 

[tinawie]

Getting there, BT have sent an engineer to our house today (dragged out there 40 hours!) and admitted that its the exchange, (at last!) and my wiring / router is fine.

So, off to their ancient exchange he has gone to fix it.

I have now cancelled my line and calls to BT and transfered to IDnet after this!

[Rik]

I'm glad you're getting there, sometimes dealing with BT feels like swimming in treacle. I've had my voice line with IDNet for more than 12 months now and, like my ADSL, I've never regretted the move.

[tinawie]

I'm happy to say that it was working again over the weekend!

Appears it was the dodgy wiring at the BT exchange.

Thanks to ID Net for all the hard work. The staff there have been most helpful in every way, full marks!

[Rik]

That's great to hear, thanks for the update.

[tinawie]

Happy to say I spent all weekend playing World Of Warcraft and snacking!

No more withdrawl symptoms

[Rik]

 

I empathise with the snacking.