Here's a challenge for you!

mango76 · 08-08-2008, 12:52 PM

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 :o)). Any help at all is appreciated. Thank you again for reading/listening.

logical1 · 08-08-2008, 01:31 PM

ok make sure that EVERY phone line in ur house has a dsl filter that is key. even if the phone doesnt get used it needs filter.

secondly when u can get on the net

goto ur command prompt

start > run > cmd

a black box should open up in the black box

type ip config /all copy it down and post it in here

thirdly in the dos prompt type

ping www.google.com -n 40

whats the time= at? does it go from 50 to 1200 alot gettin dropped packets?

u may also wanna try changing phone cords too it could be something VERY simple like that. i used to work for bellsouth DSL and dealth with dsl problems so HOPEfully i can help ya out. but since im not that their dsl center i cant do to many diagnostics on your line its self.

post back!

mango76 · 08-09-2008, 06:17 AM

Hi Logicall-Thank you very much for taking the time to reply to me, I am very grateful.

OK, I havee tried the things you have suggested. All the filter boxes are in place and the phone cords have been checked, and I have tried an alternative phone cord.

Here are my results for the Ip Config/All:

Microsoft Windows XP [Version 5.1.2600]

(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Cliff>ipconfig/all

Windows IP Configuration

Host Name . . . . . . . . . . . . : samuels-0ade560

Primary Dns Suffix . . . . . . . :

Node Type . . . . . . . . . . . . : Unknown

IP Routing Enabled. . . . . . . . : No

WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Local Area Connection:

Connection-specific DNS Suffix . :

Description . . . . . . . . . . . : Realtek RTL8139 Family PCI Fast Ethe

rnet NIC

Physical Address. . . . . . . . . : 00-06-4F-22-B8-71

Dhcp Enabled. . . . . . . . . . . : Yes

Autoconfiguration Enabled . . . . : Yes

IP Address. . . . . . . . . . . . : 192.168.0.2

Subnet Mask . . . . . . . . . . . : 255.255.255.0

Default Gateway . . . . . . . . . : 192.168.0.1

DHCP Server . . . . . . . . . . . : 192.168.0.1

DNS Servers . . . . . . . . . . . : 192.168.0.1

Lease Obtained. . . . . . . . . . : 09 August 2008 01:28:16

Lease Expires . . . . . . . . . . : 12 August 2008 01:28:16

Here are the results from the ping www.google.com -n 40 :

Packets: Sent = 40, Received = 40, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 38ms, Maximum = 60ms, Average = 43ms

Thank you very much once again for your time and help

**johnwill** · 08-09-2008, 12:35 PM

Register at DSLReports and run their Line Quality Tests. It's best to run this test with a direct wired connection to eliminate any wireless issues from the results. It's useful many times to run this test several times, and we'd like to see each of the results. Post the results link from the top of the test display page for each test run here.

The link to post is near the top of the page and looks like:

If you wish to post this result to a forum, please copy/paste this URL
http://www.dslreports.com/linequality/nil/2357195 <- sample only, yours will obviously be different!
and your IP will be disguised.

Copy/paste that link here.

Note: You will have to enable PING (ICMP) request response either in your router (if you have one), or in your computer's firewall for direct modem connections. This is very important to get the most important part of the test to run.

mango76 · 08-10-2008, 01:56 AM

Hi Johnwill

Thank you very much for taking the time to respond to my post.

I am not currently at home, but I will be later on today and so I will investigate this info you have sent then. Thank you again for passing this info on.

08-08-2008, 12:52 PM	#1 (permalink)
mango76 Registered User Join Date: Aug 2008 Posts: 3 OS: Windows XP service pk 2	Here's a challenge for you! 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 :o)). Any help at all is appreciated. Thank you again for reading/listening.

08-08-2008, 01:31 PM	#2 (permalink)
logical1 Registered User Join Date: Jul 2008 Location: Pompano beach, FL Posts: 179 OS: win xp media center My System	Re: Here's a challenge for you! ok make sure that EVERY phone line in ur house has a dsl filter that is key. even if the phone doesnt get used it needs filter. secondly when u can get on the net goto ur command prompt start > run > cmd a black box should open up in the black box type ip config /all copy it down and post it in here thirdly in the dos prompt type ping www.google.com -n 40 whats the time= at? does it go from 50 to 1200 alot gettin dropped packets? u may also wanna try changing phone cords too it could be something VERY simple like that. i used to work for bellsouth DSL and dealth with dsl problems so HOPEfully i can help ya out. but since im not that their dsl center i cant do to many diagnostics on your line its self. post back!

08-09-2008, 06:17 AM	#3 (permalink)
mango76 Registered User Join Date: Aug 2008 Posts: 3 OS: Windows XP service pk 2	Re: Here's a challenge for you! Hi Logicall-Thank you very much for taking the time to reply to me, I am very grateful. OK, I havee tried the things you have suggested. All the filter boxes are in place and the phone cords have been checked, and I have tried an alternative phone cord. Here are my results for the Ip Config/All: Microsoft Windows XP [Version 5.1.2600] (C) Copyright 1985-2001 Microsoft Corp. C:\Documents and Settings\Cliff>ipconfig/all Windows IP Configuration Host Name . . . . . . . . . . . . : samuels-0ade560 Primary Dns Suffix . . . . . . . : Node Type . . . . . . . . . . . . : Unknown IP Routing Enabled. . . . . . . . : No WINS Proxy Enabled. . . . . . . . : No Ethernet adapter Local Area Connection: Connection-specific DNS Suffix . : Description . . . . . . . . . . . : Realtek RTL8139 Family PCI Fast Ethe rnet NIC Physical Address. . . . . . . . . : 00-06-4F-22-B8-71 Dhcp Enabled. . . . . . . . . . . : Yes Autoconfiguration Enabled . . . . : Yes IP Address. . . . . . . . . . . . : 192.168.0.2 Subnet Mask . . . . . . . . . . . : 255.255.255.0 Default Gateway . . . . . . . . . : 192.168.0.1 DHCP Server . . . . . . . . . . . : 192.168.0.1 DNS Servers . . . . . . . . . . . : 192.168.0.1 Lease Obtained. . . . . . . . . . : 09 August 2008 01:28:16 Lease Expires . . . . . . . . . . : 12 August 2008 01:28:16 Here are the results from the ping www.google.com -n 40 : Packets: Sent = 40, Received = 40, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 38ms, Maximum = 60ms, Average = 43ms Thank you very much once again for your time and help

08-09-2008, 12:35 PM	#4 (permalink)
johnwill Manager, Networking Forums Join Date: Sep 2002 Location: S.E. Pennsylvania, US Posts: 41,679 OS: Windows 7, XP-Pro, Vista, Linux Blog Entries: 1	Re: Here's a challenge for you! Register at DSLReports and run their Line Quality Tests. It's best to run this test with a direct wired connection to eliminate any wireless issues from the results. It's useful many times to run this test several times, and we'd like to see each of the results. Post the results link from the top of the test display page for each test run here. The link to post is near the top of the page and looks like: If you wish to post this result to a forum, please copy/paste this URL http://www.dslreports.com/linequality/nil/2357195 <- sample only, yours will obviously be different! and your IP will be disguised. Copy/paste that link here. Note: You will have to enable PING (ICMP) request response either in your router (if you have one), or in your computer's firewall for direct modem connections. This is very important to get the most important part of the test to run. __________________ If TSF has helped you, Tell us about it! or Donate to help keep the site up! Microsoft MVP - Windows Desktop Experience

08-10-2008, 01:56 AM	#5 (permalink)
mango76 Registered User Join Date: Aug 2008 Posts: 3 OS: Windows XP service pk 2	Re: Here's a challenge for you! Hi Johnwill Thank you very much for taking the time to respond to my post. I am not currently at home, but I will be later on today and so I will investigate this info you have sent then. Thank you again for passing this info on.