Netgear DG834PN not responding

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?