new cust. 2Mb profile? cant login router again

[snadge]

Hi

Im actually here on behalf of my dad who I recommended IDnet too, he was with AOL and it was poor, IDnet costs a little more and has usage policy but i told him be worth it as they got rave reviews

anyway, he went live today and
1. he is on a 2Mb profile (2272k / 288k)
2. we can no longer log into the Netgear DG834G

his previous AOL sync was 8128k / 448k, his Line Attenuation is only 21db so he more than capable of a full 8128k sync and 7150 profile

we were entering the settings into the router via firefox, when we were done i got him to check the router status page and he said it reported 2272k/288k and speedtest showed 2Mb

now I know there is the 10-day training period but the sync rate shows that a 2Mb profile has been SET i wouldn understand if it where higher and more of odd figure

after resetting router we no longer can log into it - the 192.168.0.1 url brings up DNS page so IDnet are stopping him getting in?

can anyone help with this?

thanks

[DorsetBoy]

Hi snadge, (is that snadge from dslzone?) there have been some odd errors since an equipment upgrade yesterday, I would phone support and ask them to take a look.

The training period would not affect synch, just throughout.

[snadge]

Hi snadge, (is that snadge from dslzone?) there have been some odd errors since an equipment upgrade yesterday, I would phone support and ask them to take a look.

The training period would not affect synch, just throughout.

yeah its SNADGE from dsl zone hehe

ive emailed them and they want BT speedtesters

[Rik]

Hi Snadge and welcome to the forum.

The profile is quite normal until BT works out how fast the line can go. If it sticks for more than a few days, contact support. If you can tell us what the downstream attenuation, sync speed and noise margin are, we'll be able to get a better understanding.

There are some problems with routing on IDNet following upgrade work at the weekend, but that shouldn't stop you accessing the router. However, I'm a bit confused as you seem to have been able to access it initially? It's a local IP address, so IDNet will have nothing to do with it. Have you tried from IE, rather than Firefox? That 228 u/s sync says to me that he's been put on a fixed-rate service, not Max. If you can PM me his IP address (or the phone number the ADSL is on) I'll try to find out more for you.

[DorsetBoy]

  well welcome to Idnetters, if you post router/line stats and speedtests results you are sure to get an opinion as to the problem.

The members here are always willing to help.

[Ray]

  Snadge

[snadge]

unfortunately we cant get into the router,.... can you help with this?

it brings up some DNS page he says (im not there with him)

we never changed the DNS servers in router we left as "get from ISP" as that should be OK and is cos its working

is there a special router login url ?

Netgear DG834G

before we logged out after applying new settings it was 2272k/288k which is a FIXED 2mb profile and speedtest was 2Mb dead on

[Rik]

The fixed-rate product is my bet, I sense BT have screwed up the migration.

As to the router, a 192.xxx series IP address should be resolved locally, it has nothing to do with IDNet's name servers. If using a different browser doesn't help, try doing a paperclip reset on the router in case it's got a bit confused.

[snadge]

The fixed-rate product is my bet, I sense BT have screwed up the migration.

As to the router, a 192.xxx series IP address should be resolved locally, it has nothing to do with IDNet's name servers. If using a different browser doesn't help, try doing a paperclip reset on the router in case it's got a bit confused.

it worked fine until we applied IDnet settings??   some ISPs have you use login names instead like webrouterlogin and when a URL is entered that the ISP doesnt know it brings up the DNS page with suggested links - thats coming up - maybe the router is sending the URL to IDnet when it shouldnt -

how does the paperclip thing go again? will this clear all settings out of the router? im not there you see and he isnt so good with computers etc

with the BT screwup - how does this happen? do they just put you on ADSL 2Mb instead of ADSLmax upto8mb

[Rik]

Ask him to do a Start > Run >CMD, then type ipconfig /all. The output should look something like this:

ipconfig /all

Windows IP Configuration

        Host Name . . . . . . . . . . . . : BEANMAIN
        Primary Dns Suffix  . . . . . . . :
        Node Type . . . . . . . . . . . . : Broadcast
        IP Routing Enabled. . . . . . . . : No
        WINS Proxy Enabled. . . . . . . . : No
        DNS Suffix Search List. . . . . . : gateway.2wire.net

Ethernet adapter Local Area Connection 4:

        Connection-specific DNS Suffix  . : gateway.2wire.net
        Description . . . . . . . . . . . : Marvell Yukon 88E8052 PCI-E ASF Giga bit Ethernet Controller
        Physical Address. . . . . . . . . : 00-0E-A6-F1-D8-95
        Dhcp Enabled. . . . . . . . . . . : Yes
        Autoconfiguration Enabled . . . . : Yes
        IP Address. . . . . . . . . . . . : 192.168.1.64
        Subnet Mask . . . . . . . . . . . : 255.255.255.0
        Default Gateway . . . . . . . . . : 192.168.1.254  <<<<
        DHCP Server . . . . . . . . . . . : 192.168.1.254    <<<< These three should point at the router
        DNS Servers . . . . . . . . . . . : 192.168.1.254    <<<<
        Lease Obtained. . . . . . . . . . : 06 September 2010 11:22:21
        Lease Expires . . . . . . . . . . : 07 September 2010 11:22:21

The paperclip will, indeed, clear all settings, so he could try a reboot first. The other thing he can do is go to Settings > Network Connections and double click on the LAN connection.  Select properties, scroll down to TCP/IP and select properties again. The two tabs should have obtain an IP address automatically and automatic private IP address checked. Then go to Settings > Network Connections and double click on the LAN again and check the support tab. It should say address: Assigned by DHCP.

[Rik]

with the BT screwup - how does this happen? do they just put you on ADSL 2Mb instead of ADSLmax upto8mb

It sounds like that's what's happened.

[snadge]

he's at work until 9pm tonight, i will get him to run a CMD prompt then and see what its saying...

why would the BT enginner do that on a ADSLmax service?

do any staff come on the forums at all?

[Rik]

Paperwork error, wrongly read order, wrongly placed order (least likely). Who knows at this point?

IDNet visit the forum occasionally, but they mainly rely on us to handle things and to alert them to any issues which we feel need their attention, which I have done in your case.

[snadge]

Paperwork error, wrongly read order, wrongly placed order (least likely). Who knows at this point?

IDNet visit the forum occasionally, but they mainly rely on us to handle things and to alert them to any issues which we feel need their attention, which I have done in your case.

many thanks

ive PM you with his details

also a friend who used to be a BTo says the following on DSL-zone-UK (dunno if any help?)
my dad is offline until 9pm tonight at work

They can use a test called "xDSL Status Check" at IDNet and it will tell them how fast he is syncing - if they can see that this is 2272K/288K then they should use a program called "eCo" to make sure that they actually ordered "IPStream Max" and not "IPStream 2000" - if it is showing as "IPStream Max" they need to report a fault to BT Wholesale, again, using eCo.

[Technical Ben]

Hi! Hope you get it sorted. As to the router, did you check it's been plugged back in after all the problem solving? (the cables and the power) That's something I might miss after checking the wires around back. 
The router problem should not be anything to do with IDNet, but once it's fixed we can see what else needs doing. 

[Rik]

Hi Snadge

They'll be on the case, I've just spoken to Miriam the CS Manager. A response might be a bit slower than normal as they are still sorting the aftermath of the weekend upgrade and also the service supplied to Brands Hatch.

[snadge]

Hi! Hope you get it sorted. As to the router, did you check it's been plugged back in after all the problem solving? (the cables and the power) That's something I might miss after checking the wires around back. 
The router problem should not be anything to do with IDNet, but once it's fixed we can see what else needs doing. 

hehehe well the internet works fine so i reckon it must be connected OK

cant do anything until 9pm when he finishes work now

thanks for all your help

OH by the way... theres no chance of BT coming back and saying summit daft like "thats all his line can support" is there?

just he lives in a small village (125 on exchange) near isle of SKYE and he says all the neighbours used to say "2Mb is all you can get up here" but they know nothing about broadband etc... his exchange supports ADSLmax and his previous AOL package was 2Mb (from years back) but when ADSLmax went live or just after they put him on a 8128k/448k sync but restricted his throughput to 2Mb (1.8Mb on tests) - and the speed checker on here says 2Mb??? but u get diff results from diff checkers when using his post code het gets 5.5Mb which is more like it as his Line Attenuation is 21db (well was when on AOL so cant see it changing) - as you may know ADSLmax on 21db should yield 8128k / 7150k prf=ofile and 6Mb-7.2Mb speedtests

so BT wont/cant say "thats all he can get" will they?

thanks

[Rik]

Was AOL unbundled? If so, it's possible that BT don't have Max on that exchange. He should have been given a speed indication when he signed up.

[Rik]

Just checked, there is Max at the exchange.

[snadge]

Just checked, there is Max at the exchange.

yeah the exchange is BALMACARA and there are no LLu providers - all IPstream

i got reply from Miriam to turn on router so can run test but he is at work so we will have to run the test tomorrow (as I assume IDnet support arent online at 9pm onwards?)

thanks again

[Rik]

Only for emergencies, sadly speed doesn't count as such. Ideally, the router should run 24/7.

[Tacitus]

[SNIP]
        Default Gateway . . . . . . . . . : 192.168.1.254  <<<<
        DHCP Server . . . . . . . . . . . : 192.168.1.254    <<<< These three should point at the router
        DNS Servers . . . . . . . . . . . : 192.168.1.254    <<<<
        Lease Obtained. . . . . . . . . . : 06 September 2010 11:22:21

For some reason my default gateway is 212.69.63.51 which looks like one of iDNet's addresses.

[Rik]

It's the telehouse gw4.lo1 router, Tac. 

[snadge]

i have to say apart from the problem with sync (which could totally be BT's fault and probably is) iam very impressed with the IDnet staff, forum members and how quick they are willing to help, very good!
- this is why smaller ISPs are better - the customer service and connection usually is too...

im with o2 LLu at the moment and suprisingly even for 700,000 customers they still answered the fone instantly for me last week, which is good considering they have the cr*ppy access service that certainly keeps their lines busy 

thanks for all your help Rik and others - we'll take this up again tonight/tomorrow

[Tacitus]

It's the telehouse gw4.lo1 router, Tac.  

At least that part of the weekend work has not been in vain, unless they've only been doing the routers at iDNet towers   However, should it be showing 192.168.1.254 or doesn't it really matter.