Free PC Support
PC Help Forums from the Experts at Technical-Assistance.co.uk
 
Google
 
Search The Web Search This Site
 RSS FeedRSS Feed   FAQFAQ   SearchSearch   MemberlistMemberlist   UsergroupsUsergroups   RegisterRegister   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Here's A challenge for you!

 
Reply to topic    Free PC Support Forum Home -> Helproom
Author Message
grapefruit76



Joined: 09 Aug 2008
Posts: 2

PostPosted: Sat Aug 09, 2008 3:57 pm    Post subject: Here's A challenge for you! Reply with quote

Hi. Thank you for letting this newbie join and for taking the time to read my story and possibly offer me some suggestions. I am very grateful for this and thank you again.



We have a Netgear Rangemax Wireless Modem Router DG834PN. We use Norton Internet Security 2008. We are with PlusNet as the broadband provider. We are running Windows XP home edition with service pack 2. The pc is connected to the router via the Ethernet port.



We were previously with Talk Talk (Cancelled 27th May) in a LLU bundle deal for phone and Internet but got out within the 30 day trial period. We were with Orange broadband for over 2 years prior to going with Talk Talk (unbeknown to me-I didn’t sort that bill out!, we hadn’t actually cancelled with Orange, but were still paying them even though Talk Talk took the line from them, and so cancelled with Orange officially on 30th May while still with Talk Talk) this year. As we were in a bundle deal, we had to have our phone line changed from LLU back to a standard BT line. This went through on June 11th. We started with PlusNet officially on June 18th.



We had no real problems until 18th July when the ADSL ‘chain’ link on the router (as was my understanding the broadband supply) went off permanently. I rang PlusNet and the Tech support guy was very helpful; unbelievably, Orange had stolen our broadband line back (this was confirmed by adviser with BT wholesale). I rang Orange who apologised, and said they don’t know how, but, yes indeed, they had temporarily taken the line back (even though as I say, we weren’t actually getting any ADSL supply to the router). They said all records of us would be out of their system by midnight that night and so we shouldn’t have any further problems. I then argued and managed to get a MAC code from them. So I rang back PlusNet and they started the migration process (even though we were with PlusNet, but this had to be done as for some inexplicable reason-I established it was NOT financial-i.e., due to unpaid bills with Orange, just a fault on their part).



The process took a full week. The Broadband started again on 25th July. However, since then, there have been enormous problems. Basically, the ADSL ‘Chain’ link keeps going off, or if it’s on the internet would be ridiculously slow or ‘cannot connect to server’. It would then be fine and then repeat the process. This has gotten worse and worse. We tried several things-making sure the connection was no more than 10m from the main BT input to the house, re-setting the router (and trying a Friend’s router that is the exact same model), changing the filter box, turning off the firewall, intrusion prevention, spyware etc etc on the Norton Anti-virus. Nothing helps. You can get it to work again for a bit by switching the router on or off again, then after maybe 2 mins, the ADSL chain link eventually comes back on. Then the slowness, unable to connect, ADSL chain link disappearing happens again. Switching the computer on and off did sometimes help, but not now.



So I have contacted PlusNet again. They did Broadband line checks yesterday. The results of which were ‘inconclusive’. But Tech Support have told me I can do little more my end and that there appears to be a fault on the line and they are ‘liaising with BT’ (who own PlusNet I’m told-and so they may get things sorted quicker PlusNet said). I have been told today that they don’t know what the fault is, but that it can take from 5 working days-3 weeks to sort out and that they have raised this again now with their faults team. They said not to switch the computer or router off while they are testing things so I didn’t yesterday. The ADSL ‘chain’ link was permanently off, more or less, since then. However, by switching the router off now and back on again (he said it was OK to do this quickly before tests started again), the ADSL link is back on . This seems to happen most if not everytime: if I switch the router off then on, the ADSL link takes approx 2 mins to come back on, but when it does, the internet seems to be fine for a bit, before it all happens again.



Even PlusNet agree that it seems too much of a coincidence for there not to have been any problems prior to the line been taken away by Orange, then loads of problems since re-connecting with PlusNet. PlusNet have also said it isn’t a problem our end. Has anyone else had similar experiences, or can anyone shed any light on this? Offer suggestions etc? Even PlusNet agree that it seems too much of a coincidence for there not to have been any problems prior to the line been taken away by Orange, then loads of problems since re-connecting with PlusNet. PlusNet have also said it isn’t a problem our end. Thank you very much for taking the time to read my story! Apologies for how long it is; I am a newbie and not that technical (as you will no doubt tell Surprised)). Any help at all is appreciated. Thank you again for reading/listening.
Back to top
View user's profile Send private message
SoftStag



Joined: 05 Feb 2006
Posts: 2049
Location: UK

PostPosted: Wed Aug 13, 2008 5:50 pm    Post subject: Reply with quote

Sounds like you are having a nightmare time!

The problem definitely sounds like a BT fault, and unfortunately, you will just have to wait for them to deal with it. In this case, you can't contact BT directly, you have to go through your ISP, because your contract for your phone line is for just that and it's with BT Retail. The ADSL is supplied via BT Wholesale, and their contract is with your ISP, so it is your ISP that has to report the faults and chase them through. So, apply pressure to your ISP, although be aware that within about 5 working days there is little more they can do than report the fault, after this time they should be able to escalate it. When the problem does get resolved, you should push for a refund for the time you were without internet access.

I hope things go fairly smoothly from here!
_________________
"Microsoft programs are generally bug-free. If you visit the Microsoft hotline, you'll literally have to wait weeks if not months until someone calls in with a bug in one of our programs. 99.99% of calls turn out to be user mistakes. I know not a single less irrelevant reason for an update than bugfixes. The reasons for updates are to present more new features."
-- Bill Gates, on code stability, from Focus Magazine
Back to top
View user's profile Send private message Visit poster's website
grapefruit76



Joined: 09 Aug 2008
Posts: 2

PostPosted: Wed Aug 13, 2008 6:06 pm    Post subject: Thanks Reply with quote

Hi

Thanks for the reply. Well, PlusNet told me the problem was eventually soleved, only for it to return on Monday evening. So I range my friend (who has the exact same router I used the check things) and we switched our routers off and on at the same time. His ADSL chain link light came back on after 10 secs. Mine took 1 min 30 secs which made me think there was/is a connection issue.

Broadband has been OK today (but then i have had this before) and I got an automated message from PlusNet telling me the ticket/fault was solved from their point of view. I guess it is now a case of montiroing. If the problem returns I will be having very strong words with them.

Thanks again
Back to top
View user's profile Send private message
SoftStag



Joined: 05 Feb 2006
Posts: 2049
Location: UK

PostPosted: Wed Aug 13, 2008 6:07 pm    Post subject: Reply with quote

Keep a note of every issue and report it to them. Keep the pressure on them until you are satisfied it is working.
_________________
"Microsoft programs are generally bug-free. If you visit the Microsoft hotline, you'll literally have to wait weeks if not months until someone calls in with a bug in one of our programs. 99.99% of calls turn out to be user mistakes. I know not a single less irrelevant reason for an update than bugfixes. The reasons for updates are to present more new features."
-- Bill Gates, on code stability, from Focus Magazine
Back to top
View user's profile Send private message Visit poster's website
Markb



Joined: 29 Nov 2007
Posts: 164
Location: UK

PostPosted: Tue Aug 19, 2008 9:13 am    Post subject: Reply with quote

I entirely sympathise with your situation. Unfortunately any providers who use any part of the BT network infrastructure are at the mercy of a fragmented company that is BT. My dealings with them over the years brings to mind a phrase that contains the words orgy, whorehouse organise, and couldn't. The chances are that sometime in the last few months, your phone line got rewired in the local exchange and there is a duff connection somewhere. Keep on at your ISP, though as SoftStag says it's not them it's BT with the problem.
Back to top
View user's profile Send private message
Display posts from previous:   
Reply to topic    Free PC Support Forum Home -> Helproom All times are GMT
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

 



Powered by phpBB © 2001, 2005 phpBB Group

© 2005 - 2017 All Rights Reserved www.technical-assistance.co.uk
Terms and Conditions