No internet since 11pm on Tuesday 4th August

philmatthews · Aug 05, 2009, 16:40:09

Hi everyone

I can't seem to connect to my IDNet broadband for some reason. I was browsing last night (4th August) and it went off at around 11pm. I thought I'd leave it overnight but it has been like it all today too. I can sometimes get it to "connect" but it will only load certain pages and takes a long time (1 or 2 minutes to load the Google homepage). If I do manage to connect it only lasts a few seconds.

I've checked the filter and the line sounds fine. The router (a BT Voyage 2110) seems to be running correctly. When I run a diagnosis on the connection I get the following:

Test the connection to your local network

Test your Ethernet Connection:   PASS
Test your Wireless Connection:   PASS

Test the connection to your ADSL service provider

Test ADSL Synchronization:   PASS
Test ATM OAM F5 segment ping:   FAIL
Test ATM OAM F5 end-to-end ping:   FAIL

Test the connection to your Internet service provider

Test PPP server connection:   PASS
Test authentication with ISP:   PASS
Test the assigned IP address:   PASS
Ping default gateway:   FAIL

So the problem seems to be with the ATM OAM part but I have no idea what this refers to! The BT line checker shows no problems and my exchange (Weymouth) seems to be OK.

I've tried rebooting the router and leaving it off for a while but have had no luck so far. I haven't installed any softer or hardware recently, it just seemed to go off last night.

My account was upgraded to the ADSL2+ several weeks ago and has been working fine since.

I suspect the problem lies with either BT or the line but I thought I'd check here first as the support is much better from IDNet! :-)

Thank you so much in advance for any tips or advice,
Phil :-)

Rik · Aug 05, 2009, 16:43:46

Hi Phil and welcome to the forum.

There was planned BT maintenance work yesterday evening which took all/most WBC connections down, that was, for most people, around midnight and lasted till 2:44.

Given you've done the obvious things, I would suggest you phone support, 0800 701 200, for help. They will be able to see what's been happening to your connection from their side, which will be the quickest way to resolve it.

philmatthews · Aug 05, 2009, 16:56:30

Thanks very much Rik!

I've called IDNet and they are running some checks there end to get to the bottom of it.

Thanks for such a fast reply, very much appreciated! :-)

Rik · Aug 05, 2009, 16:58:17

Brian's on your case as I type, Phil. You've had 29 disconnections today, but no loss of sync. Do you have a spare router you could try?

philmatthews · Aug 05, 2009, 17:02:03

Unfortunately I only have the one router to test on. I've been connected for around 8 minutes now which is promising! Speed is still too slow to load some sites (they just time out) but hopefully things are picking up!

Rik · Aug 05, 2009, 17:03:58

Brian will be phoning you shortly, it does look like the router might be the issue.

philmatthews · Aug 05, 2009, 21:07:35

After chatting with IDNet it would appear all signs point to the router cutting off shortly after connecting. I've tried a friends old router but it was a very old model and nothing happened! So I purchased a new one (Belkin) this evening and it seems to be doing the same thing as my BT Voyager 2110: sometimes connecting but ever so slowly with many sites timing out before they load.

Any ideas on anything else to try next? The line seems clear and IDNet's side is showing I am getting around 6 - 7 meg connection when in fact it is only 0.08 mbps according to the speed test.

I also purchased a new filter at the same time to check that was not causing the problem!

Could it be a problem at my exchange?

Thanks :-)

JohnH · Aug 05, 2009, 21:27:53

Have you tried rebooting your PC or using another browser to see if it makes any difference?

Simon · Aug 05, 2009, 21:33:38

Hi Phil,

It seems a bit of a coincidence that this has happened immediately after the WBC outage last night (due to BT engineering work - see here), but I can't be certain that's the cause. Have you tried connecting the new router at the test socket (assuming you have one), to establish it's not a problem with your home wiring?

Ultimately, I think you'll probably need to go back to IDNet, and get them to kick someone at BT for you. Unless, of course, someone else has any ideas.

JohnH · Aug 05, 2009, 21:34:35

Developed a stutter, Simon?

Simon · Aug 05, 2009, 22:29:52

W... W... What?

JohnH · Aug 05, 2009, 22:40:42

4Way · Aug 05, 2009, 22:46:46

Quote from: Rik on Aug 05, 2009, 16:43:46
Hi Phil and welcome to the forum.

There was planned BT maintenance work yesterday evening which took all/most WBC connections down, that was, for most people, around midnight and lasted till 2:44.

Given you've done the obvious things, I would suggest you phone support, 0800 701 200, for help. They will be able to see what's been happening to your connection from their side, which will be the quickest way to resolve it.

I too was caught out last night. As it was planned works why weren't customers emailed to let them know?

Simon · Aug 05, 2009, 22:52:29

Because IDNet missed the notification from BT. Apology here.

4Way · Aug 05, 2009, 23:02:14

Thanks Simon

philmatthews · Aug 06, 2009, 00:02:01

Thanks for the tips guys.

I can confirm I've rebooted the computer and tried the router in the main socket in the house too. Seems to have connected just now but still around 0.15 mbps (and I'm worried it will disconnect at any moment!)

I'll give IDNet a call on Thursday morning to see if they can give BT a gentle nudge for me!

Simon · Aug 06, 2009, 00:11:54

Did you actually take the faceplate off the main socket, and use the test socket behind it, Phil? Sorry to press this, but if there's nothing obvious showing at IDNet's end when they test the line, they will ask you to do that, so it's best to be prepared. Also, if you can manage to stay online for long enough, a BT Speedtest might be useful data for them, and you could also post the results here.

Let us know how you get on.

PuncH · Aug 06, 2009, 00:25:41

Ah, wondered why my internet light went red last night!

I just switched my router off and went to bed to try and get some sleep, which didn't quite work out! (see the "I'm a Dad!" thread on IDNatter

)

Simon · Aug 06, 2009, 00:45:04

Yeah, you know that "sleep" thing? Forget it!

PuncH · Aug 06, 2009, 01:32:08

Quote from: Simon on Aug 06, 2009, 00:45:04
Yeah, you know that "sleep" thing? Forget it!

Rik · Aug 06, 2009, 08:40:59

It's only for the next 20-odd years.

Simon · Aug 06, 2009, 12:31:59

And some of them will be very odd!

philmatthews · Aug 06, 2009, 13:04:35

Quick update:

After it appeared my BT Voyager router was the problem I tried a borrowed router (3COM) with no luck so bought a new one last night (Belkin). IDNet can see this one connect but no packets are transferring. It occasionally connects but at a very slow crawl (2 minutes to load Google etc...)

IDNet have advised me the new router I bought last night may be faulty and to go and exchange it for another one so that will be my next thing to try.

A couple of other people in Weymouth have told me they have little or no broadband over the last 48 hours but others have normal connections. Is there anyway I can get in touch with the Weymouth Exchange to get some clarification from them? (the status pages on BT don't seem to suggest any problems)

Rik · Aug 06, 2009, 13:07:48

No, you can only talk to IDNet, Phil, you're not a BT customer. If there's a local issue, IDNet should have been told or be able to find out.

JohnH · Aug 06, 2009, 15:56:20

Quote from: philmatthews on Aug 06, 2009, 13:04:35
Is there anyway I can get in touch with the Weymouth Exchange to get some clarification from them?

It's a bit cheeky, but this might shed some light.