internet down

Tina · Sep 23, 2011, 20:47:39

My internet is down. It says conected, but no internet access. The red light is on on the router. Tried rebooting it. Anyone else with any issues ?

Simon · Sep 23, 2011, 20:51:37

Fine here, Tina.

Tina · Sep 23, 2011, 20:55:58

oh.. why is my red light showing? How do i fix it? Thanks

pctech · Sep 23, 2011, 20:57:42

Sounds like you've lost PPP, try rebooting the router.

Tina · Sep 23, 2011, 20:58:43

just done that.. no difference

pctech · Sep 23, 2011, 21:00:45

Put the phone number into the following page http://status.zen.co.uk/broadband/, it will tell you if there are any faults or maintenance.

Apologies for posting link to another ISP in the IDNet section but can't think of elsewhere to look.

Tina · Sep 23, 2011, 21:06:09

Thanks, say no matanance

pctech · Sep 23, 2011, 21:10:45

Time to ring support than Tina.

Only other thing I can suggest is to unplug the router power for 30 minutes to allow any 'stale' sessions to expire then plug back in, if there's still no joy you'll need to give support a ring.

Sorry.

Simon · Sep 23, 2011, 21:17:09

What's the router, Tina?

Tina · Sep 23, 2011, 21:23:51

Netgear DG834G.. was using the net and it just went down

Tina · Sep 23, 2011, 21:28:23

found this, but it says it's cleared now

Start:    16/09/2011 00:01
Cleared:    16/09/2011 06:00
Duration:    5 Hours 59 Minutes
Message:    The Planned Engineering Work is required on the Broadband Nodes within the (DERBY 001-006 CORE NODE/BEESTON TE) region that support EU's nationwide for completion of (Access MCLAG for Resilience programme 9). There will be (One) service outage to End-Users of approximately (20) minutes (for each outage or total) within this period. This outage will occur during the outage window of (00:00:01-06:00:00) within this PEW Window. .
Area Codes:    01158 01159 01246 01332 01773

Simon · Sep 23, 2011, 21:56:02

Can only suggest what Mitch suggested - power down the router for 30 minutes, and see if that helps.

pctech · Sep 24, 2011, 19:19:14

Quote from: Tina on Sep 23, 2011, 21:23:51
Netgear DG834G.. was using the net and it just went down

Same router I have.

I think there was probably a stale session following the fault on the BRAS which would time out after 30 minutes provided the BRAS didn't receive any response from the router hence the recommendation to pull the power (black jack plug)

Rebooting does not normally clear these.

Hope you are now back up and running or should that be surfing and that you are well

Tina · Sep 24, 2011, 19:31:21

24 hours and still down. Support hve passed it onto bt. Having to use phone to get mail

pctech · Sep 24, 2011, 19:46:22

I'm sorry to hear that, hope it is fixed quickly.

Tina · Sep 24, 2011, 19:48:51

Doubt it if bt involved

Tina · Sep 24, 2011, 20:37:44

Just had this off support

QuoteHi Tina,

The fault is in hand with BT however we will not have a response from them until Monday.

So have topped up my dongle, so I have some connection. I got a shock when I phoned support at 7 am today, to find someone answered the phone. I forgot support has gone 24/7

Simon · Sep 24, 2011, 21:00:34

How did you find the out of hours service, Tina?

Tina · Sep 24, 2011, 21:03:37

Well Once I got over the shock of someone actually answering the phone at just gone 7 am on a Saturday it was ok

Whoever answered the phone was very patient with me, while I tried to explain the issue

Brian has kept in touch through e-mail throughout the day, so I know what's going on.

I was very impressed

Simon · Sep 24, 2011, 21:14:03

Tina · Sep 24, 2011, 21:20:47

I just hope BT sort it out on Monday.

pctech · Sep 25, 2011, 10:28:11

I'm sure they will but I'd not put any bets on just in case they don't

Tina · Sep 25, 2011, 18:52:49

My internet has now been down since Friday eve

I do hope it gets fixed tomorrow .

Rik · Sep 26, 2011, 10:55:00

Nothing can be done at a weekend, Tina, BT simply don't work unless you are paying for enhanced care.

Tina · Sep 26, 2011, 10:57:21

Well lets hope they sort it today