Ok, I've been a wanadoo broadband customer since Christmas and on the whole it's been pretty good........ up to a couple of days ago.
Basically my router can't connect to anything now. It appears that this access failure coincides with a power cut in our local area a couple of days ago. I've check all the router/modem settings and they're fine. I've called the Support Line and talked to a nice asian women for 20minutes reseting my internet explorer settings, but she pointed the finger at the router, which is a Belkin item and hence not supported by them.
The router passes the ADSL test but fails all pings including the DNS servers.
Technical support suggested that a Line Test might be in order. What does this entail?. Can they do that their end or do they send someone to our house?.
I've never suffered such a catastrophic loss of internet access - thank god that I still have my old dial up connection. I have several websites to maintain and the loss of access is a serious issue for me.
Has anybody got any ideas?. Is it possible that the power cut broke something at the local telephone exchange? - this is my theory, as everything here (the PCs and the router) look find to me. How do I sort that?.
3rd party equipment is always a thorny issue, sometimes you'll get someone who may know a little more and can try and help. Mostly you won't though.
Line tests don't require at physical work, for the first part. It checks logs of when you accessed, usernames and passwords coming through their end, and all sorts of more techical stuff to do with the signals.
It's possible the power cut hit the exchange but things like that would be taken into account.
Did you receive the modem from Wanadoo and have you tried that? Thats one way to rule out your router.
Did you receive the modem from Wanadoo and have you tried that? Thats one way to rule out your router.
No, we don't have it. We wanted to go straight to wireless and so didn't need it. The Belkin router/modem (model F5D7632-4) we're using is a pretty popular model and generally it's been great and easy to set up. Consequently, unless wanadoo have changed something their end, I can only assume it's the line that's knackered.
If a line test is something that they do without my intervention (ie. whilst I'm at work for example) then I may as well ask them to do it.
As long as the router's on thats all thats needed, takes about 2 hours for the first part. They will want to check things with you first though. Tried from the master socket, no other devices plugged in, etc. Hopefully the line test will shed some light on things.
As long as the router's on thats all thats needed, takes about 2 hours for the first part.
Is this right?. Will any router do or does it have to be an Orange-issued one?. This problem has happened again and tech support are blaming the router (againP).
Any router will do for line testing purposes. There was some confusion over it sometime ago and the faults system is a little skewed towards their own hardware (the meanings of lights etc can differ between a single companys models let alone the many brands out there so it's easier to be specific about their own) but they are required to be able to put through a line test no matter the hardware so long as you have fully checked it and understand it's status messages to a reasonable degree. Nothing super technical, mainly the general meaning from the manual is usually enough to categorise the type of fault.
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