This is a modified version of an email I sent customer services at Wanadon't. If you read the first paragraph you get the idea. The rest of it is the trouble shooting that I carried out. If anyone knows the solution I would appreciate some words of advice....and despite trying I can't prove as yet my pc is at fault. Currently I email customer services once or twice a day and get told there is no update. I only got switched on on the 7th of April and have used it very little. And I may as well add I agree with all the comments regarding bad customer service. I haven't experienced worse to be quite honest.
The basics of it are that I can not surf the internet via my broadband account. Basically all that appears is the red wanadoo banner and nothing else. The windows flag flies indicating it is still trying to receive data and
the pop up blocker does not become active as it usually would on the
wanadoo home page.
The broadband did work correctly between April 6th and April 23rd. The
connection has had problems since Monday April 24th have phoned support
4 or 5 times (around £40 to £50 worth of calls) and have been told to
reinstall internet explorer after the operator has worked there way down
a trouble shooting guide. There is nothing wrong with the supplied speed
touch modem as I have tried alternate hardware to connect to the
service. I took the trouble to set up a small network after purchasing a
router which feeds the pc via a cat 5 cable and keeps the broadband
?always on?. So this rules out any usb hub problems as the network card
in the pc would be hosting the connection instead. The notes for my
phone conversations with tech support will show the steps that have been
taken to rectify my problem. Eg clear tcp ip and winsock settings within
the registry as well as resetting ie6 sp2 back to default settings.
Reinstalling internet explorer on a windows xp sp2 machine is a
technically grey area as xp sp2 has ie6 sp2 as an integral part of the
operating system. First of all I did a system restore back the April
23rd and still had the same problem. I then rebuilt the pc (destructive
system restore, reformatted the ntfs user partition) back to a fresh
copy of windows xp sp2. I could still could not surf the net via wanadoo
broadband with the machine clean apart from the wanadoo usb modem driver
software loaded on. I have installed ie7 beta 2 as a work around but the
pages still do not display.I also tried installing Firefox and the same
symptoms were observed. I can provide screen shots of the problem should
they be required.
As tech support have not yet provided a solution can I ask that the
functionality of my account is checked. I would like a technician to log
on as me and see if they can surf the net. I can ping dns servers but
obviously this does not immediately give me the right to send and
receive data using the host server should the firewall rules not be met.
I have also tried turning off all virus and firewall software locally on
my machine. Please check permissions settings in my account and ensure
it is fully enabled and active for use and if possible delete and
recreate the account for me. Can I also have a full diagnostic report
done on the telephone line. I can connect to the adsl service but can
not do any thing else. This is not a password problem nor is it the pc
at fault as internet explorer works properly when using another
connection besides wanadoo broadband to retrieve web pages. The pc does
not lock up when using wanadoo broadband, internet explorer just
searches for data. This applies to both ie6 sp2 and ie7 beta 2. At all
times I have been able to use the internet via another connection
besides wanadoo broadband. It is only wanadoo broadband that I can not
use to surf the net. Were any changes made to the estate on evening of
April 23rd?
Can you also tell me if I should be able to do a ATM OAM Segment Loop
Back when connected to wanadoo as I currently can not. The test does
however depend on isp's network settings so I may not be able to do it
at all even when things are working properly.
Please check the following and ensure the results are as expected for a
broadband connection into Wanadoo.
Showtime Firmware Version: 3.46
Line State: SHOWTIME
Modulation: G.dmt
Annex Mode: ANNEX_A
Startup Attempts: 2
Max Tx Power: -38 dBm/Hz
CO Vendor: UNUSED_VENDOR_0
Elaspsed Time: 0 days 9 hours 8 minutes 46 seconds
Downstream Upstream
SNR Margin 6.3 31.0 dB
Line Attenuation 35.3 26.0 dB
Errored Seconds 371 2
Loss of Signal 1 1
Loss of Frame 0 0
CRC Errors 26 0
Data Rate 2560 288 kbps
Latency FAST FAST
(Default gateway is the same as my ip address. I have also taken out machine name and any MAC addresses.)
I have also plugged the modem directly into the phone socket where the
BT line enters the house to prove that the extension to my study is not
causing interference. I could still not use the internet.
Please contact me should you require any more information regarding my
problem.
Last edited by Trevor on Sun Jul 16, 2006 8:17 am; edited 1 time in total
Joined: 07 May 2006Posts: 5Location: CANNOT DISCLOSE
Wanadoo does not have a static I.P address which u can assign your router,Wanadoo uses a dynamic I.P address that B.T assigns to you whenever you Login
chorlton wrote:
Your gateway shouldn't be 10.*.*.* - these are class1 ip addresses for local networks - the gateway should be your Wanadoo's ip address.
OK. So after speaking to a local domestic IT suport company it turns out I am the 45th person in 10 days they have seen with the symptoms painfully laid out above. So I'm not going mad after all.
The easiest way to see if you have ended up with "Trevor syndrome" as I have come to call it is see if you can get to www.argos.co.uk and then www.telewest.co.uk. Both should work. Then try www.bbc.co.uk and it will fail to display the site.
After having a nice talk about my legally binding contract which Wanadoo, who were not keeping to their side of things by failing to provide me with a fully working broadband service. I have cancelled and had my money refunded. The Wanadoo representitive still did not confirm or deny that they have a server/port problem. This may only effect people that live in the Solihull area but after negotiating, no thats probably the wrong word; arguing with Wanadoo, I have a result in about 3 weeks. Thanks for everyones input as all the answers were sensible suggestions, but in the end if the PC 'aint broken you haven't a chance of fixing it.
If the site admin person wants some more info to help others then drop me a mail and I'll pass as much on as I can.
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