I signed up to Wanadoo a couple of weeks ago now and am having great problems setting up broadband.
On the 6th of April I recieved an email saying my line was ready so I attempted to connect. Unfortunately although the USB light is solid green the ADSL light is flashing green. I emailed wanadoo who said I needed to plug the modem directly to the master socket (I was plugging it to an extension) so I purchased a long RJ11 cable as the modem was too far away from the master socket. I have followed their instructions to a tee and reinstalled all software, but to no avail. They have told me to ring the helpline to get the to run a line test, however I cant really see why as they emailed me only a week or so ago to tell me the line was ready.
So I then spent most of saturday trying to contact technical support only to enocunter an engaged tone. Maybe they're off for the easter holiday.
So my question is any suggestions on what to do. Also if the line test is fine where am I then? I'm so upset about it all especially as I can't seem to get an adequate response from them.
I am in the process of writing a letter of complaint to them as I can't believe the "service" I have encountered. Anybody know who else I could complain to?
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hi Nicola
Thank you for registering with WanadooProblems.co.uk
I do not use the speedtouch modem myself, but from the Wanadoo help topics, these may help (although I am sure that you have consulted these already!):
USB solid green and ADSL flashing green
Article ID: kb344
If your modem's USB light is solid green and the ADSL light is flashing green, it indicates that your modem can detect an ADSL signal but is unable to synchronise with the local exchange
USB solid green ADSL flashing 9 green and 1 red
Article ID: kb343
This indicates that your modem is unable to detect an ADSL signal.
If you have the first situation, then I should imagine there is no need to do a line test as the modem is detecting a broadband connection! Thus, this would usually mean that you have not installed the modem software correctly. I do not remember the settings for this, but may be around a computer with this in the next couple of days or so and shall post back.
If you have the second situation listed above, then the line is not yet ready for broadband - strange, as they have told you it is ready... You MAY be able to check this by dialling 153 and asking for a line test / if you can speak to an operator, ask them whether your line is broadband ready.
Check back regularly, as other using this forum do use the SpeedTouch modem and may be able to assist you... Also, what speed are you expecting? 2Mb or 8Mb? This is important!
Anyway the flashing ADSL usually means the modem is receiving a partial signal. Majority of the time due to interference from something. Doesn't mean a line test isn't needed though.
Unfiltered phones and things on the line, extensions, splitters, power surge boxes.
Although you won't like it testing without that new extension is a very wise idea.
I had this problem when I first signed up for BB. I was told the same as you plus it was my USB port, it was my computer set up, it was BT's fault.
They tell you the same standard things as they do not realy know what the problem is. I tried the Speed touch modem on a friends computer that had BB and it did not work. When I told this to tech support they said "sounds like the modem is faulty" Sent new one from then no problems.
After several more calls I finally got four hours broadband last night! However surprise surprise it was gone this morning, does the show that the fault is not with my setup? Found out there is a fault on the line, however don't want to trust this too much as I've been told there was a fault but it's been fixed, then there wasn't a fault....
However surprise surprise it was gone this morning, does the show that the fault is not with my setup?
Not really. An incorrect setup can still work, sometimes for months before it just stops until it's corrected.
Quote:
Found out there is a fault on the line, however don't want to trust this too much as I've been told there was a fault but it's been fixed, then there wasn't a fault....
Depends what they're referring to, ongoing work on the line (BT maintenence and such), a possible fault found from a test, an outage in your area.
Joined: 07 May 2006Posts: 5Location: CANNOT DISCLOSE
Do u have a fax machine at home?
Do u have a Sky tv box?
Do u have any alarm system installed at home which has anything to do with the telephone line?
Please enlighten me !!!!!!!!
Anyway the flashing ADSL usually means the modem is receiving a partial signal. Majority of the time due to interference from something. Doesn't mean a line test isn't needed though.
Unfiltered phones and things on the line, extensions, splitters, power surge boxes.
Although you won't like it testing without that new extension is a very wise idea.
No, a flashing ADSL light on a speedtouch modem means that the modem is not detecting any ADSL signal from that particular socket (or red ADSL on a copperjet modem). The best way to test it is to disconnect all equipment from the telephone line. If still a flashing ADSL, connect the modem to the master socket directly (i.e. not through an extension) and then change the filter. You will probably need to move you PC or its base unit nearer to the main socket if on an extension, as the modem receives its power from the USB port.
It the modem's still not receiving a signal at the main socket on a different filter with nothing else connected to the line then it is more than likely a line / exchange issue. If after this, line tests repeatedly show the line to be ok, then replace the modem. Otherwise BT (ipstream) or Alcatel (LLU) engineers can resolve the problem through the Fault Management line test system process by contacting the tech-support helpline.
No, a flashing ADSL light on a speedtouch modem means that the modem is not detecting any ADSL signal from that particular socket (or red ADSL on a copperjet modem). The best way to test it is to disconnect all equipment from the telephone line. If still a flashing ADSL, connect the modem to the master socket directly (i.e. not through an extension) and then change the filter. You will probably need to move you PC or its base unit nearer to the main socket if on an extension, as the modem receives its power from the USB port.
Not entirely, usually a flashing green ADSL light interspaced with a single red flash every so often means no signal, although I'm not certain if the 3.5's have that ability or not. As we've both said though, testing for the master socket is the way to go.
Anyway the flashing ADSL usually means the modem is receiving a partial signal.
Xpander wrote:
No, a flashing ADSL light on a speedtouch modem means that the modem is not detecting any ADSL signal from that particular socket
Elhana wrote:
Not entirely, usually a flashing green ADSL light interspaced with a single red flash every so often means no signal, although I'm not certain if the 3.5's have that ability or not.
Just to clarify this.
The timeline was: (oldest) ----> (newest)
Green(Stingray) 'USB' ----> Red '330' ----> Silver '330' ----> Dark Blue(Slimline) '330'
(There was the old 'Speedtouch Home' model before the 'Speedtouch USB', but I've no experience with this.)
Assuming the USB light is solid green:
The ADSL light on the Green and Red models will flash green with a single red flash (approx every 10 green flashes) for 'no ADSL signal seen'
and will flash only green for 'signal seen - attempting to sync'.
The Silver and Dark Blue models will simply show a flashing green ADSL light for both 'no ADSL signal seen' and for 'signal seen - attempting to sync'.
Therefore if the older models continuously flash only green you can conclude that the SNR Margin is insufficient. (I can do this on my line by connecting one of these modems to the 'wrong' side of a filter.)
If the newer models continuously flash only green then it could be SNR Margin, it could be no ADSL on the line, it could even be modem not connected to the (correct) line.
It's a shame the 330s lost this functionality when the Silver model replaced the Red one, since it was a useful diagnostic tool. However the Silver model uses less power than the Red one (I've tested this) and seems to be less prone to power issues.
I've heard that there are a very small number of Silver 330s that are really Red 330s 'inside' but I've never come across one.
admin wrote:
USB solid green ADSL flashing 9 green and 1 red
Article ID: kb343
This indicates that your modem is unable to detect an ADSL signal.
This is always correct.
admin wrote:
USB solid green and ADSL flashing green
Article ID: kb344
If your modem's USB light is solid green and the ADSL light is flashing green, it indicates that your modem can detect an ADSL signal but is unable to synchronise with the local exchange
This is not always correct. I really hope that piece of information is not being used by Wanadoo advisers in problem diagnosis. Perhaps if Wanadoo are monitoring this site they will fix this KB article.
I'm curious why some people refer to the Dark Blue modem as a '3.5'.
www.speedtouch.co.uk calls it a 'SpeedTouch 330 Slimline' and all the ones I've seen have 'SpeedTouch 330' on the underside label with no mention of '3.5'
I'm curious why some people refer to the Dark Blue modem as a '3.5'.
www.speedtouch.co.uk calls it a 'SpeedTouch 330 Slimline' and all the ones I've seen have 'SpeedTouch 330' on the underside label with no mention of '3.5'
No idea why, thats just how it was referred to before release. Easy to talk about the newer modem rather than calling it "slimline", infact I'd never heard it called that until you said.
Easy to talk about the newer modem rather than calling it "slimline", infact I'd never heard it called that until you said.
I may have given you the wrong impression there. I don't refer to it as the 'slimline' myself, unless I'm selling one on eBay
Speedtouch only use this term when they want to distinguish this version of the 330 from earlier 330's. I used the term in the timeline for the same reason.
Speedtouch and I and, as far as I can tell, everybody else except Wanadoo call it a 'Speedtouch 330'.
It would have been easier all round if Speedtouch (Thomson) had used a new model name. No doubt marketing considerations meant they wanted to retain a successful marque. I would guess that they're unhappy to see it called a 3.5 in the Wanadoo Knowledge Base but don't want to upset a major customer like Wanadoo.
Clearly the KB wasn't written by Wanadoo's Marketing Dept. I'm sure they would have prefered 'Slimline' to '3.5'
But, more seriously, the KB also wasn't written by people who can see things from a customer's point of view. In customer's eyes it's a 'SpeedTouch 330' because that's what it's called on the underside label on the modem and also on the label on the box (inc. Wanadoo's customised boxes).
It doesn't make sense for the KB to call this version 3.5 and only previous versions 330. It's liable to lead to customer confusion.
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