Support on a Sunday

[mog]

I'm fairly sure I know the answer to this anyway but, having lost internet connection whilst I slept for no apparent reason, I have to ask the question just in case.

Is there a support desk number for IDNET over the weekend?

If there is a secret one hidden away beyond the 01462 476556 then please let me know - 55Mb of report to upload before tomorrows meeting and no bl**dy internet broadband access and a Netgear Router reporting everything is fine and dandy - even though it won't connect to anything.

Regards

Rufus

[Gary]

Support are weekdays only Mog, have you tried rebooting your router does it show your IP address in the stats along with the DNS servers?

[Rik]

Is there a support desk number for IDNET over the weekend?

Hi Rufus and welcome to the forum.

If you call the normal support number, there should be a message giving an emergency number to call.

I'm wondering if it could be a stale session, as I haven't seen any other reports of problems. Turn the router off for 30 minutes and see if you then can connect.

[mog]

Hi,

Many thanks for the response - yup, I figured that was the case, dammit!

I've rebooted the router twice  , just to be sure.

When I check the connection status it shows IP address, subnet mask, default gateway and the two DNS servers.

Mark you, with no support to talk to I can't be sure the values it shows are actually correct!

Sigh - And I left Orange to come here to get away from loss of service! The wonders of technology, can't live with it and can't hit it with a baseball bat, however much you might want to!

[mog]

Hi Rik,

Many thanks for the welcome. 

Yes, I've left a message on the emergency number but no joy yet.

I'll try unplugging the router for half an hour and see if that helps, as per your suggestion.

Thank you.

[Rik]

Re-booting won't cure a stale session, that's why you need to leave the router off for 30 minutes or so.

You're not on an IDNet IP address here at the moment, but I guess you know that already.

DNS should be:

Primary DNS: 212.69.36.3
Secondary DNS: 212.69.40.3

but the Netgear should be set to pick them up automatically, the same for your IP address.

If you want to run anything past me in PM, feel free.

[Rik]

Just a thought...

Log in to the customer account page and see if you have zero usage showing for today, or the preceding days. That can indicate an issue with the radius servers not updating, though given you've re-booted, it's not likely to be that.

[Gary]

If that does not work try this, if you are using XP go to the comand prompt (All programs Accessories) then select  command prompt then type  netsh int ip reset resetlog.txt  hit enter, In the preceding command interface type exit and enter.

Here is Microsofts help page on this, http://support.microsoft.com/kb/299357 but I would ask Rik or Lance as they will make more sense hopefully

[Rik]

I would ask Rik or Lance as they will make more sense hopefully

That would be a first.

[Lance]

It seems to reinstall the TCP/IP networking protocol!

[Gary]

If Mogs TCP/IP stack has become corrupt by something its a good thing to check  Lance that's why I posted it, used it in a few cases where something has messed up and all seems to work but no internet access on friends computers, there are tools that you can download to do it for you  but not if you can't get online. the commands I posted will do it but I posted the Link to the advisory which to most may as well be written in the Russian Cyrillic alphabet for the sense it makes.

[Lance]

Indeed, it's a useful thing to try!

This is more likely to work if some software had been installed/uninstalled, but there is nothing stopping windows just messing up on it's own!

[Rik]

there is nothing stopping windows just messing up on it's own!

Indeed, everything encourages it to.

[Gary]

Indeed, it's a useful thing to try!

This is more likely to work if some software had been installed/uninstalled, but there is nothing stopping windows just messing up on it's own!

I had Opera Browser on an old Sony Pc and it corrupted the IP stack just returning to the previous page! Only happened on that machine though, but windows can be quirky depending what's installed, and if there are conflicts, or if it just does not like you that day 

[mog]

Hi all,

Firstly, many thanks to all those trying to help - I appreciate the support and friendliness! Thank you.

Okay - turned the Netgear DG834 off and left it for a couple of hours - no change.

Ran the command prompt instructions - no change, still getting the IE cannot display the webpage screen.

Checked my usage for today and it shows .9 yesterday (which is no surprise as it was working fine yesterday) and nothing at all today, 0s across all 4 columns.

DNS is set as put in your post Rik.

Am I correct in believing Gateway IP address should be 192.168.0.1 and the Ip Subnet should be 255.255.255.255?

Looking at the Router Status i see that IP Subnet shown in ADSL Port (255.255.255.255) is different from that shown in LAN Port (255.255.255.0) - is that as it should be, should they differ?

Any idea welcome folks - the idea of having to upload a 55Mb doc via a 36Kps connection fills me with serious dread!

Best regards

Rufus

[Rik]

Am I correct in believing Gateway IP address should be 192.168.0.1 and the Ip Subnet should be 255.255.255.255?

Looking at the Router Status i see that IP Subnet shown in ADSL Port (255.255.255.255) is different from that shown in LAN Port (255.255.255.0) - is that as it should be, should they differ?

That's all correct, Rufus, except for the gateway IP address, which is currently your router. It sounds like you don't have a PPP session.

Any idea welcome folks - the idea of having to upload a 55Mb doc via a 36Kps connection fills me with serious dread!

Do you have an IP address showing if you check the connection button? I take it the router is in sync, what are the line stats (from the show statistics button), downstream sync speed, noise margin and attenuation. Is there anything in the log to give a clue?

Did you know IDNet has a backup dialup service on 0845 602 1131? Can you try that and see if you can log in - it would rule out an error in authentication if you can.

[Gary]

You could reset your router Mog (small recessed button at the back) hold in for about 15 seconds and then start the search for connection wizard by logging into your router again, hopefully it will then pick up your IP address and IDNets DNS servers automatically then add your username and password and all should be well

[mog]

Hi RIk,

Conection Status button shows an IP address, the one given to me when I started with IDNET.

Looking at the status info, Connection Speed, Line Attentuation and Noise Margin all show 0s

Killhipie,

I've reset the router via the little button at the back earlier but not for 15 seconds. Will give that a try now.

If no joy there I'll try doing dial up on the number you gave Rik.

Regards

Rufus

[Rik]

Hi Rufus

If the connection is showing the correct IP address, but the main status is not, a router reset may well be the answer. Don't use any supplied CD to set the router up again, though, just navigate to the router from your browser (preferably IE6 or 7, the Netgear is hard coded to work with them).

What firmware version are you running (always with the questions ).

[Gary]

Ok good luck it should work hopefully. You can run the setup wizard  at any time anyway but re-setting the router does no harm  if it springs back to life backup the settings for a rainy day then all you have to do is reinstall them 

[mog]

A HUGE vote of thanks Rik and Killhippie - I'm back in fast world.

Pressed and held the reset for 15 seconds and then reran the wizard - bingo, back on line - and I'm typing to you now over ADSL.

You were right in your observation Rik - before network type was showing as Static and now shows PPPoA!

So was this just a blip with the router that I should expect again sometime in the future?

Killhippie - pardon the ignorance but how do i backup the settings?

Guys - thank you, very much indeed! Karma coming to you in droves!

Regards

Rufus

[Rik]

Hi Rufus

Glad we got you there. To have no line stats but an IP address showing, the router has to have taken a small wobble. The reset will have cleared it all and with a fresh start, everything is now as it should be.

To back up your settings, look for the Maintenance sub-head on the left, third option down should be backup settings. Choose that and it will write the settings out to a small CFG file which you can reload if you ever need to.

It shouldn't happen, if it does it's pretty rare, but maybe you had a mains spike or something similar - the router's just a dedicated computer which, like them all, needs the occasional talking to.

[Gary]

Great news  glad your back online Rufus

[Gary]

You should have no issues really, I am running a DG834G and it runs sweetly but if a glitch occurs you have your backed up settings. When you get the time let us know what firmware you have by logging into the router, and if its a version 2 or 3 DG834 (says underneath) 

[mog]

The backup is safely nestled in a folder all of it's own! 

The firmware version is V4.01.20

Quickie question - how do oyu give Karma on here! Danged if I can find how to!