"Looking Up" taking forever or not loading at all...

Sebby · Jul 19, 2009, 16:50:56

Is that in the test socket or just in the front of the master socket?

Moonshine · Jul 19, 2009, 16:55:29

Hi

Just plugged into the master socket. Have I done it wrong?

The previous test was performed upstairs where my computer is. The test just now was done downstairs with a laptop.

Moonshine · Jul 19, 2009, 16:56:42

Don't know what exchange I'm on, but I'm in Milton Keynes. Would that be Bletchley?

Sebby · Jul 19, 2009, 16:57:13

To eliminate internal wiring as the issue, you need to remove the lower half of the master socket and connect the router to the socket behind. Connecting to the front of the master socket is no different to connecting to an extension, believe it or not.

Rik · Jul 19, 2009, 17:00:29

Quote from: Moonshine on Jul 19, 2009, 16:56:42
Don't know what exchange I'm on, but I'm in Milton Keynes. Would that be Bletchley?

Not necessarily, Moonshine, I'm on Wolverton.

Punch your number in here - it will tell you which exchange you're connected to, and some additional information on that exchanged:

http://www.samknows.com/broadband/search.php

Try putting the number in here too:

http://usertools.plus.net/exchanges/

that will give you information on any congestion which BT are admitting to.

Moonshine · Jul 19, 2009, 17:05:58

Ok. Well, the person whose laptop it is (very old school!) says he is not prepared for me to take the plate off and connect his laptop to that, as he thinks if we touch something behind the faceplate and it goes wrong, BT will charge me. I can't believe he said no! Besides, he has gone home now!

Since I don't have a laptop myself, and I don't know anyone else that has one, I guess that option is inoperable.

Back to square one.

Moonshine · Jul 19, 2009, 17:09:47

I don't think I could bring my whole computer downstairs to check the master socket with - there are so many wires behind it it looks like spaghetti junction, and I'm not confident in putting it all back together again.

Exchange name: Milton Keynes
Exchange code: SMBT
Location: Milton Keynes, South East
Postcode: MK22PA

D-Dan · Jul 19, 2009, 17:11:52

Connecting to the test socket is no more difficult than connecting to the main socket - except you have to remove two screws.

Did you try pinging on the IP addresses that I suggested? I'm still of a mind that you have DNS issues, especially if another computer on the same network has no problems. I'd like to confirm or deny this before proceeding.

Steve

Rik · Jul 19, 2009, 17:14:51

You should be live for WBC then, Moonshine. Removing the faceplate on an NTE5 is permitted, the test socket revealed is the demarcation point.

Do you know how long you've been on the 2000 profile?

Moonshine · Jul 19, 2009, 17:23:00

I'm so sorry. I have no understanding of much of this. I think I am just going to have to find an expert and ask them to deal with it, because I feel really stressed and have no understanding of profiles, WBC, pinging or anything else related to computers!! I've spent over 24hrs sitting in front of this screen now, when all I really want to be doing is listening to some Elvis or something!

I feel like crying!

My thanks goes to everyone who has made an attempt to help me, but I think I am past helping because my understanding of it all is so very limited.

Thanks to all.

Moonshine.

Rik · Jul 19, 2009, 17:23:59

Call support in the morning, Moonshine. They can look at your line, the various syncs, and see whether the profile is stuck.

Moonshine · Jul 19, 2009, 17:26:16

Thanks Rik, but I spoke to Brian just an hour or so ago, and he said he couldn't see anything wrong with any of my test results.

Rik · Jul 19, 2009, 17:26:56

Did you specifically mention the profile to him?

Moonshine · Jul 19, 2009, 17:29:31

No, I'm afraid I didn't, because I'm a computer thicko who has no idea what a profile is!

Rik · Jul 19, 2009, 17:38:59

The profile is a device BT uses to artificially restrict your speed. Currently, your profile is 2000, and this should reflect a sync speed of 2272-2847. You, however, have a sync speed of of 4096. That should produce a profile of 3500. Profiles can become stuck, which may have happened in your case, and require a manual intervention, which IDNet can arrange, to get them to their correct level. On a weekday, I could talk to Brian to check this with him, but I can't reach support directly at weekends.

That's one potential problem. The other is the one which Steve has mentioned, that you might have a DNS issue. DNS is simply the translation of a meaningful name, like www.idnetters.co.uk, into what's called an IP address, a set of numbers which the internet actually uses to make connections. DNS translations comes from nameservers, either IDNet's or an external source such as OpenDNS.

Steve's suggestion of pinging the IP addresses bypasses that process. If your friend's computer was fine and yours is not, it's possible that the DNS setup on your machine is wrong. Running a ping on the IP addresses would establish that.

Moonshine · Jul 19, 2009, 17:54:10

Sorry. I'm confused. Is Steve the same as D-Dan?! I thought the previous post from D-Dan (Steve?) on page 1 was referring to Glen's post. Regardless of this, how do I ping and what do I need to look out for?

Rik · Jul 19, 2009, 17:59:58

D-Dan and Steve are, indeed, one and the same.

To ping, you need to open a command window, assuming XP, hit Start > select Run > type CMD and hit <enter>.

In the resultant 'DOS' window, type ping followed by either the name or IP address. Do this first by typing ping www.idnet.net, then hitting enter, then repeat the process, but type ping 212.69.36.10 and hit enter. Are the two sets of results similar?

Here's what happens when I do it, the two sets of figures are broadly similar, so there's no DNS issue there in my case:

ping www.idnet.net

Pinging www.idnet.net [212.69.36.10] with 32 bytes of data:

Reply from 212.69.36.10: bytes=32 time=25ms TTL=59
Reply from 212.69.36.10: bytes=32 time=26ms TTL=59
Reply from 212.69.36.10: bytes=32 time=24ms TTL=59
Reply from 212.69.36.10: bytes=32 time=27ms TTL=59

Ping statistics for 212.69.36.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 24ms, Maximum = 27ms, Average = 25ms

ping 212.69.36.10

Pinging 212.69.36.10 with 32 bytes of data:

Reply from 212.69.36.10: bytes=32 time=27ms TTL=59
Reply from 212.69.36.10: bytes=32 time=27ms TTL=59
Reply from 212.69.36.10: bytes=32 time=26ms TTL=59
Reply from 212.69.36.10: bytes=32 time=25ms TTL=59

Ping statistics for 212.69.36.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 25ms, Maximum = 27ms, Average = 26ms

Moonshine · Jul 19, 2009, 18:03:15

Ok, I've done that. How can I copy and paste them like you did?! It doesn't seem to work for me

Rik · Jul 19, 2009, 18:05:42

Were the values broadly similar? If so, I don't need to see them, but to do a cut'n'paste from the command window, right-click on the title bar > Edit > Select all, then hit <enter>. Ctrl-V will then paste as normal.

Moonshine · Jul 19, 2009, 18:07:35

Is this right?

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\User>ping www.idnet.net

Pinging www.idnet.net [212.69.36.10] with 32 bytes of data:

Reply from 212.69.36.10: bytes=32 time=170ms TTL=59
Reply from 212.69.36.10: bytes=32 time=163ms TTL=59
Reply from 212.69.36.10: bytes=32 time=183ms TTL=59
Reply from 212.69.36.10: bytes=32 time=116ms TTL=59

Ping statistics for 212.69.36.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 116ms, Maximum = 183ms, Average = 158ms

C:\Documents and Settings\User>ping 212.69.36.10

Pinging 212.69.36.10 with 32 bytes of data:

Reply from 212.69.36.10: bytes=32 time=142ms TTL=59
Reply from 212.69.36.10: bytes=32 time=169ms TTL=59
Reply from 212.69.36.10: bytes=32 time=147ms TTL=59
Reply from 212.69.36.10: bytes=32 time=125ms TTL=59

Ping statistics for 212.69.36.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 125ms, Maximum = 169ms, Average = 145ms

C:\Documents and Settings\User>

Rik · Jul 19, 2009, 18:09:08

They are broadly the same, but the ping times are poor, suggesting congestion on that exchange (whatever BT may say) or that you're on a congested central with IDNet. Have you tried powering off the router for 5-15 minutes or so?

Moonshine · Jul 19, 2009, 18:10:07

Well, I powered off the whole thing overnight, and powered off for half an hour earlier today, but to no avail. Do you think I need to do this again?

Rik · Jul 19, 2009, 18:12:14

No, that should be more than enough to ensure that you have reconnected to an uncongested central. Given those results, I'd suggest having a word with support again in the morning and asking for further advice. Something doesn't look right to me, and they can check your line then talk to BT if necessary.

Moonshine · Jul 19, 2009, 18:13:01

Ok, thanks Rik. I'll speak to them tomorrow.

Rik · Jul 19, 2009, 18:13:48

Keep us posted.