Netgear DG834PN not responding

Lona · May 17, 2012, 01:11:19

What a time I've been having with my router since yesterday.

I thought Idnet was down and phoned up and got a lovely lady who helped check the router and we both decided it was knacked. It lights up and connects to the home network OK but won't let me connect to the internet.

I'm working just now with an old Speedtouch 330 which was my very first modem when I got BB.

What a carry on I had trying to install it, I ended up installing it on an old IBM laptop which got me a connection and enabled me to download uptodate drivers for Vista.

It's now working a treat and I've ordered a new router from Amazon so it will do me for now.

Rik · May 17, 2012, 10:15:24

Good luck, Lona.

Simon · May 17, 2012, 10:58:37

Routers, generally, seem to be one of the less reliable household electrical products.

pctech · May 17, 2012, 11:03:43

Befre you junk it connect it to power and try the reset switch on the back or bottom.

Hold a pen or straightened paper clip in there for 10 seconds until the power light flashes red.

Make sure you have your IDNet details to hand as it will reset to factory defaults, I've revived a couple of Netgears that way.

Rik · May 17, 2012, 14:01:40

Of course, often the weakest link is the power supply, particularly true of 2700s.

Lona · May 17, 2012, 14:16:56

Quote from: pctech on May 17, 2012, 11:03:43
Befre you junk it connect it to power and try the reset switch on the back or bottom.

Hold a pen or straightened paper clip in there for 10 seconds until the power light flashes red.

Make sure you have your IDNet details to hand as it will reset to factory defaults, I've revived a couple of Netgears that way.

Already tried that. Even tried it on another PC just incase it was something wrong with my PC. Tried it on another power socket as well.

pctech · May 17, 2012, 15:47:48

Time for it to take up its new role then, as a doorstop/bookend

Lona · May 17, 2012, 19:52:05

Quote from: pctech on May 17, 2012, 15:47:48
Time for it to take up its new role then, as a doorstop/bookend

I wish it wouldn't all light up and give you the hope that theirs nothing wrong. Usually when electrical equipment dies it's light out all round.

Lona · May 19, 2012, 15:43:22

Got my new router today Netgear Dgn2200 N300 and after trying to connect to the internet after 2 hours phoned Idnet and spoke to a bloke can't remember his name. I told him the story of previous router and that new router is showing the same symptoms he told me it could be a fault at BT and that he would do some checking. I told him it couldn't be my phone socket as an old modem connects perfectly.

I then connected back up the speedtouch modem after having uninstalled it and got connected no problem.

Then got a phonecall from Idnet telling me that there was a fault in my area and they would find out about it on Monday. When I told them I had a connection with an old modem I was told that was possible as they are not as complicated as routers.

I now ask myself..... Did I buy a new router which I didn't need as there must be nothing wrong with my old one. Was I given wrong information last week when I complained about having no connection.
Is Idnet blaming BT or is BT blaming Idnet. Do either of them know what they are doing?

I give up

Rik · May 19, 2012, 15:48:41

That doesn't feel right, Lona. A router is a two-part device, half of which is a modem. Sounds like BBB to me.

Lona · May 19, 2012, 15:50:53

What is BBB and how is it I am connected at the moment with 10 year old modem.?

I'm going to have one more go at connecting my old router and if I find out there was nothing wrong with it in the first place somebody is going to receive a bawling out from me.

Rik · May 19, 2012, 15:52:22

BBB = bullshit baffles brains.

Lona · May 19, 2012, 15:53:13

I can think of better words beginning with B

Rik · May 19, 2012, 15:54:27

pctech · May 19, 2012, 16:03:02

Lona did you let the router autodetect the line?

Lona · May 19, 2012, 16:08:52

Quote from: pctech on May 19, 2012, 16:03:02
Lona did you let the router autodetect the line?

Yes I did and eventually got a connection but when I opened my brouser this is what came up

SERVICE INFORMATION
Close Window

You have been connected to this page due to one of the following reasons. You must now shut down your browser and Internet applications before attempting to reconnect.
•   The BTWholesale access circuit to your Service Provider is currently down.
Your service should be resumed soon.
Or
•   You are testing your local connection to BT using
'bt_test_user@startup_domain'
Or
•   You are testing your connection to your Service Provider using 'bt_test_user@domain' where domain is your Service Provider domain name.
Or
•   Your Service Provider is currently unable to accept your connection request please wait until service is restored or contact your Service Provider for further information.
Or
•   You have attempted to access an invalid Service Provider domain.

So how does it explain that I am connected at this moment with this silly wee modem?

Rik · May 19, 2012, 16:10:59

It doesn't, that's a classic BT fault message.

pctech · May 19, 2012, 16:12:34

That is very odd indeed.

Lona · May 19, 2012, 16:13:41

Quote from: Rik on May 19, 2012, 16:10:59
It doesn't, that's a classic BT fault message.

Which makes me ask why can I connect via speedtouch modem but can't with two different routers.?

Rik · May 19, 2012, 16:14:39

I have no idea, tbh.

pctech · May 19, 2012, 16:19:26

Might be an idea to plug in the new router, let it boot and hold a pen in the reset hole on the bottom (until the power light flashes red once)

Go through initial setup and then click Router Status and check the IP, the reset will rule out any problems with the session management code in the router.

Also check the firmware version on the status page (I'm running V1.0.0.36_7.0.36 on this one)

pctech · May 19, 2012, 16:20:57

What version of Windows are you using Lona?

Lona · May 19, 2012, 16:38:15

Desktop is Vista, Laptop is Win7

Simon · May 19, 2012, 17:05:40

Lona, when you connect the router are you connecting to the computer via a cable or wirelessly? Can you connect to the Internet via one but not the other?

Lona · May 19, 2012, 17:20:36

Desktop is ethernet, Simon and laptop is wireless. I have the local network working perfectly but can't connect to the internet either with wireless or ethernet.

Simon · May 19, 2012, 17:36:24

So, if you can connect to the Internet via the Speedtouch modem, that means that it's a problem with the two routers, somewhere, and not with the actual internet connection, yes?

Rik · May 19, 2012, 18:19:00

It would be logical, yes.

Lona · May 19, 2012, 19:18:39

Quote from: Simon on May 19, 2012, 17:36:24
So, if you can connect to the Internet via the Speedtouch modem, that means that it's a problem with the two routers, somewhere, and not with the actual internet connection, yes?

That's what I said to the bloke at Idnet but he said routers are different and that although I had a connection with the speedtouch it could still be a problem with either BT or Idnet.

At the moment the new router is showing an internet connection but when I open my browser I still get the BT message coming up and telling me to contact my isp. I can't access any webpages even if I remove the BT message.

Simon · May 19, 2012, 19:34:54

A shot in the dark, but have you tried restarting both the router and the computer?

Lona · May 19, 2012, 19:39:45

Many times, Simon. Tried putting router back to factory settings as well. Uninstalled Speedtouch modem to see if that was a problem. I've been at this since 10am and I'm going round in circles now. Will have to wait until Monday to see what Idnet have to say.

Simon · May 19, 2012, 19:45:50

At least you've got a connection, so yes, probably best to forget it until Monday.

pctech · May 19, 2012, 20:05:19

The difference between a modem and a modem/router is that with a modem your computer's networking subsystem, the TCP/IP stack communicates directly with BT's and IDNet's RADIUS servers to authenticate and setup the PPP connection with the modem simply negotiating the line speed with the equipment at the exchange, in a router it acts as the authentication endpoint and session manager but am sure you knew that already Lona.

It's possible the following steps may kill the connection entirely but if you see the BT error after performing them it will bear out what IDNet are currently telling you, if not then I'll have to admit I'll baffled just like everyone else.

It's possible your machine is caching some 'good' information that is keeping your connection going, the following steps will clear that cache, my apologies in advance but my intent is purely to help you cure the problem, you may want to print this off before you start:

Clear the DNS cache:

The process is the same for Vista and 7:

Go to the Start menu and then All Programs > Accessories
Right-click Command Prompt and then left click Run as Administrator
At the prompt type ipconfig /flushdns and press enter on your keyboard
Windows should confirm that the DNS resolver cache has been flushed.

Reset the TCP/IP stack:

At the prompt type netsh int ip reset C:\reset.txt and press enter on your keyboard.
You will be prompted to reboot to complete the repair, all registry settings will have been reset when this is done.
Try to connect again when the machine restarts, if you receive the BT error then some routing information is not being passed to your router but was stored in TCP/IP.

Lona · May 19, 2012, 20:24:40

Thanks Mitch. I had a feeling it was something to do with that.

I've printed off your instructions and will have a go. Might not be tonight though as I am knacked.

Lona · May 20, 2012, 01:31:23

Followed instructions to the letter rebooted and tried router again to no avail. I'm so tired now so I'm off to my bed.

Thanks for your help, Mitch

Steve · May 20, 2012, 08:08:52

Lona I thought that you'd moved over to adsl2+ ? The Speedtouch 330 USB is not compatible with this modality yet it still syncs and authenticates. Has your line been profiled back on adsl2+ to use the adslmax profile?

Both Netgears should auto select the correct modulation and certainly one obtains a sync as you get the BT error pages.

As a temporary measure can you set the Netgears to use the modulation G.DMT or G.DMT lite (992.1 or 992.2) and also set a DNS server ie 8.8.8.8 & 8.8.4.4 I can't give you the specific pages on the Netgear menus as I currently don't have access to one

I'm hoping this can be done without using telnet but slightly worried that this maybe the only way. I seem also to recall that the DGTeam firmware gave you the option to select the adsl modulation and there is one available for the dg834pn.

http://dgteam.ilbello.com/

Obviously any of this hassle should not be required I suspect your line config has become screwed up somewhere.

Edit: found this which suggests that you can change the adsl settings from the menu on the DG834PN
http://www.answer-that.com/content/netgear-dg834pn

It's under adsl settings , your probably showing multimode currently.

Lona · May 20, 2012, 12:35:39

Thanks for you help Steve.

Tried changing the modulation on DGN2000 but it can't be done, I can only use auto or adsl, adsl1 adsl2 and adsl2+. I tried changing it from auto to adsl2 which I think I should be on but it made no difference.

I tried using 8.8.8.8 as server and it said no such server so I am now going to disconnect and try the dg834PN router again and see what it does.

Lona · May 20, 2012, 13:46:21

I don't know what else to do and it's a lovely day outside so I am shutting down pc and going out in my garden.

Here's what I got with the DG834PN

Lance · May 20, 2012, 14:42:07

That shows that you have sync and it's just PPP failing. That normally means an incorrect username or password but given you successfully managed to connect with the modem I'm assuming that you have the right details.

pctech · May 20, 2012, 15:10:38

Interesting that it still works with the modem after resetting the TCP/IP stack.

Also misread as thought you were using a DGN2200 which can be fixed to a modulation.

One last thing to try, go to ADSL settings, make sure Multiplexing is set to VC based, VPI is 0 and VCI is 38

Lona · May 20, 2012, 15:53:32

Quote from: pctech on May 20, 2012, 15:10:38
Interesting that it still works with the modem after resetting the TCP/IP stack.

Also misread as thought you were using a DGN2200 which can be fixed to a modulation.

One last thing to try, go to ADSL settings, make sure Multiplexing is set to VC based, VPI is 0 and VCI is 38

Tried the lot on both routers. Adsl settings are correct. I looked up my idnet account setting and said to tick dynamic ip but under servers 212.69.39.3 212.69.40.3. Tried that as well and couldn't even get into the router that way.

https://www.idnet.net/support/guides/hardware/netgear_dg834g.jsp

pctech · May 20, 2012, 16:03:33

I am really confused that you can still connect with the modem but not your routers.

Steve · May 20, 2012, 16:51:09

That's why it got me thinking about the old speedtouch not being adsl2+ compatible but the dg834PN clearing has an adsl2+ sync but for some reason is unable to authenticate.

Lona · May 20, 2012, 17:00:45

It's amazing that I have a faster connection than I ever had with my router. This wee thing hasn't dropped the connection once.

Can't wait until Monday to see what Idnet has to say.

pctech · May 20, 2012, 17:30:39

I can only think they will try and rebuild the circuit.

Lona · May 20, 2012, 18:46:56

Quote from: pctech on May 20, 2012, 17:30:39
I can only think they will try and rebuild the circuit.

I'm non the wiser, Mitch, what does that mean?

pctech · May 21, 2012, 10:46:17

They basically remove the information about your line from BT's Remote Access server that indicates that your traffic is to be directed to IDNet and then reenter it, thus recreating the record.

Lona · May 21, 2012, 12:01:27

I think I know what you mean, Mitch as I had Miriam on the phone this morning for over an hour and in the end she had to give me a new user name and password which eventually got me back online.

So my doorstop router was fine after all. Glad I didn't bin it.

Anybody want to buy a brand new Netgear DGN2000N router

Many thanks to Miriam. She even couldn't understand what went wrong.

J!ll · May 21, 2012, 12:26:11

Keep as a spare!

pctech · May 21, 2012, 12:49:28

Very weird Lona, must have been something funny at IDNet.

Rik · May 21, 2012, 14:11:47

Or a corrupted entry at a BT radius server?

Steve · May 21, 2012, 14:39:27

Or dare I say mistakenly deleted.

Rik · May 21, 2012, 14:42:32

Or that.

Lance · May 21, 2012, 14:58:06

Who said it was a mistake

Steve · May 21, 2012, 15:48:50

True.

Lona · May 21, 2012, 18:58:10

Miriam thought I was locked into BT test so after changing my user name and password I was able then to connect. How I got locked into BT test, I have no idea.

Lona · May 24, 2012, 16:17:39

I thought last night that history was repeating itself but after reading today's posts, I see there was more than me cut off last night.

I wish I knew what was going on either at Idnet's end or BT's

pctech · May 24, 2012, 18:27:51

The good ISPs are pretty open but BT would argue they are only accountable to their customers, the ISPs