internet dead

[gazzthompson]

Nets been out since Friday night about 2am . No idea what's going on, windows says "the connection between your access point, router, or cable and the internet is broken" and Chrome says "dns lookup failed"

Idk what to do, I left a phone message with support yesterday ..

[Steve]

Do you know whether your router has sync with the exchange?

[gazzthompson]

No idea, how do I find out?

[Steve]

Which router are you using

[gazzthompson]

Netgear dg834gt

[Steve]

Router address is 192.168.0.1 user admin password password There is an adsl stats page


http://www.kitz.co.uk/adsl/frogstats.php#33

[gazzthompson]

Connection stats :

Time 0
Connecting to server : disconnected
Negotiation: LCP is allowed to come up

[Steve]

Sorry not using a Netgear but are there no figures for connection speed, attenuation or noise margin? If no obviously you have no connection or a duff router.

[gazzthompson]

Speed 576 kbps down.
Attenuation : 37 db
Margin : 30 db

[Rik]

The Windows error message seems to suggest that it can't talk to the router, though clearly you can access the router via the browser. Do you have another machine you could check with?

You might also like to read this:

http://answers.microsoft.com/en-us/windows/forum/windows_7-networking/window-networking-troubleshoot-error-the/c130ede9-757e-4224-9ae8-3cceb82eeb74

if you can.

[Steve]

Although the router stats suggest that you are in sync, sometimes anyway The sync speed and margin suggest to me a banded profile on adsl2+ ie your line has/is subject to interference or high error counts. However you should be able to get an Internet connection albeit a slow one unless of course the router is repeatedly resyncing.

[gazzthompson]

Got new router, netgear dgn2200 and when setting up the dsl link light won't show so its something to do with the dsl

[gazzthompson]

When trying to continue with the install it says IP error and has detected no internet access..

This sucks, all weekend without internet.. great..

[pctech]

Phone support and leave a message telling them you have no connection.

Though if there's no DSL link light they'll have to log it with BT.

[Steve]

As I understand a message was left with support yesterday stating no connection. I am disappointed as there appears to have been no reponse to this request.

[Rik]

Which there should have been in a 'no connection' situation.

[Technical Ben]

It sounds similar to my down time where my router was working, but the little red light for DSL came on. No ip issued, but it had sync or whatever it's called.
Could it be an exchange/connection issue rather than the router?

[Rik]

Possible, Ben, though the error message suggests a Windows issue to me - see the link I posted.

[gazzthompson]

Yeah I left a message yesterday, emailed just now.

The problem isn't on one machine , but all (4 machines) ..

[Rik]

Did you try the clean boot and winsock reset on any of them?

[Ted]

Possible, Ben, though the error message suggests a Windows issue to me - see the link I posted.

Everyone should have a copy of a Linux live CD stashed away for this. Connecting with that (or not) would rule out (or in) OS problems. Ubuntu or Puppy Linux would do the job fine.

[Ted]

Yeah I left a message yesterday, emailed just now.

The problem isn't on one machine , but all (4 machines) ..

Ah!

[Rik]

Fair comment, Ted. It's easier than jumping through the Windows hoops.

[gazzthompson]

Dsl light came on, still failed and Chrome still says about DNS look up failed.

[Rik]

Is Windows still giving the same error message?

[gazzthompson]

yes.

[Rik]

It might be worth deleting the network connection and creating a new one to see if that unblocks things. I'm torn on this, the error message suggests a fault within Windows or between your hardware and the router (including the router). OTOH, if it's affecting all four machines, the most obvious thought would be that the router is the problem? Could you borrow one from anyone, or test yours on another line?

[Ted]

from reply #11

Got new router, netgear dgn2200 and when setting up the dsl link light won't show so its something to do with the dsl

[Rik]

But there seems to be an issue with the installation of that router, Ted, hence my suggesting that the OP try another.

[esh]

I really would not trust the Windows errors/warnings, I think it is leading you astray. This error can occur if the router cannot reach the internet, so it could be (and most likely is) an ADSL fault. If you can ping your router or access the router webpage, it's clearly not a problem on the link between you and the router. If all the other PCs on the network can access each other it sounds simply like there either is no ADSL link or PPP. Personally I think this is far more likely than some quirky Windows glitch.

I don't suppose you know your IP address, as someone here could ping it to confirm your ADSL is up or down.

[Rik]

Reply 8 suggests the router is in sync. Given the reference to setting up, I suppose the question has to be asked, is the right username and password being used?

[Ted]

Reply 8 suggests the router is in sync. Given the reference to setting up, I suppose the question has to be asked, is the right username and password being used?

Occam's razor strikes again! 

[Rik]

Maybe.

[Ted]

  but doubtful.

[gazzthompson]

On my original I checked the password and username provided by idnet (can access my mail on my phone)  and it was correct. The new router failed with the no ADSL connection error before prompting me for my idnet username and password.

[pctech]

Try resetting the TCP/IP stack. (note this will remove all fixed IP settings)

In XP go to Start > Run and type cmd (Vista and 7 go to start > All Programs > Accessories and right-click Command Prompt and left click Run As Administrator)

Type netsh int ip reset C:\reset.txt (filename can be anything but is required)

Press enter, it will tell you to reboot to complete the reset.

When the system comees back up put back any static IP settings if required or just try and browse to a page.

[gazzthompson]

No luck. 

[pctech]

Did it reset ok?

[gazzthompson]

Said so , and I restarted like it prompted

[pctech]

Def sounds like a BT problem then.

[dlorde]

Nets been out since Friday night about 2am . No idea what's going on, windows says "the connection between your access point, router, or cable and the internet is broken" and Chrome says "dns lookup failed"

I've been getting intermittent browsing failure of this kind on and off for some weeks. Both Chrome and Windows 7 diagnostics say the DNS lookup failed or the DNS server is unavailable. Usually it only lasts a minute or two, or while I reset the modem, but tonight it persisted for some time, despite resetting & power-cycling the modem, so I switched to the Google DNS (8.8.8.8 and 8.8.4.4), and it's been fine since then...

[gazzthompson]

Reply from Support:

I have completed tests on
the line and everything is testing fine except the phone line itself.
The line test is not able to recognise your phone line correctly. This
would suggest a change on the PSTN line itself. I highly recommend you
contact your phone line provider and request a full test of the phone line.

[gazzthompson]

BT tested the line. no faults.... 

[pctech]

Back to support then.

Sounds like a database screw up which they will have to progress with BT.

[gazzthompson]

Its frustrating to have a £35 a month line with no internet for 3+ days -_-

edit: gotta get a engineer which will be £50-£90   

[pctech]

I couldn't agree more, they should now be able to progress the issue with BT.

[gazzthompson]

I guess i have no option but to get the engineer ?

[Rik]

If you're satisfied you've exhausted any possible problems with your router and internal phone wiring.

[pctech]

They really need to get the line tester working first though?

[Rik]

I thought, from reply 42, that they had, Mitch.

[pctech]

Support's response was that they couldn't run the line tester because iof a line change and referred back to his voice/line rental provider.

My understanding is that the line checker that IDNet would be using in this case would be to check the data side of the line?

[Rik]

But...

I have completed tests on
the line and everything is testing fine except the phone line itself.
The line test is not able to recognise your phone line correctly.

[pctech]

fair enough

[Rik]

I checked with Brian. The fault showing is a metallic path one, therefore a telephony issue. He's asked BT to run more diagnostics in the hope that they will act on the result, but if the OP's voice line is not with BT, he's not hopeful. Getting a BT broadband engineer out is likely to cost upwards of £200 and, unless he's a helpful type, he'll just say there's no BB fault, rather a voice fault.

[pctech]

Oh joy.

[gazzthompson]

Its back   , i guess brian got on BTs case before leaving work?

I gotta say, IDnet was very helpful but it is unbelievably frustrating to have no internet for 3 days on a line we pay £35+ a month for  

Im not sure what happened but basically:

Call IDnet: "Copper line problem, call BT"
Call BT: "no faults"
Call IDnet: "Tests still show Copper line problem -Insert Tech talk-, call BT"
Call BT: "Still copper line problem -Insert tech talk-, Call IDnet and get a Engineer from them"
Call IDnet "Did they offer a Engineer? We cant offer engineers for Copper line problems, only broadband engineers, ill call BT"

Line is magically back on. yeah it was frustrating but no real complains with IDnet i guess.


Also apologies about This Message... bad weekend, and the net going out was the cherry ontop of the Sh*t Sunday that was my weekend.

[Glenn]

I know how you feel, mine was off for 38 hours from Thursday evening.

[Steve]

  

[Simon]

Glad it's sorted, Gazz. 

[Rik]

Brian chews a good strip off people. 

[Technical Ben]

Wow. Shows how poor the BT service is in comparison really.
It's why I'm more patient with service providers (IDNet in this case). I've been in the same situation in a call centre. I've discussed in length what I've done to help a customer. Then sent them on to the next company that must do their bit. The customer comes back saying the company passed the buck, and it's down to me to fix it. All I can do is politely explain to the customer that I'm in a different industry, company and office to the one they really want.
Especially was this so when I'm in an insurance office, and the customer is asking me for their Tax disc.  

You've shown some intelligence gazzthompson by not letting a bad situation get you down, and found a solution!