Intermittent Internet Connection

[Mango76]

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.

[Guest Wolfeymole]

Hi Mango

 

Welcome to FPCH

 

Please give us a moment to thoroughly read your post.

[Dalo Harkin]

Right since you have reset the router you NEED to add the PC's MAC code to the router in order for it to access the net - this is VERY common on NETGEAR routers.

in a command window (cmd.exe) type in ipconfig and then scroll to the very top there will be a MAC code (this is your computers MAC code)

write it down will be in the format 12:AB:11 etc

go into the routers home page which will be an ip address will be in the book you got or under the router.

when in the router page there is a place for adding the MAC code to the page and this will then allow your PC to access the router (hopefully :))

[danzil]

to obtain the ip of your router, right click your LAN icon (in the bottom right of your screen, if not start>control panel>network connections>local area connection>.then click on status then click on support. In there will say your default gateway.9 time out of ten that will be your routers ip....

let me know if this problem persists and i will see if i can help.

as above check to make sure your mac id is added t your router.

regards

danzil

:)

[AdvancedSetup]

Well not sure if the MAC address issue is something to do with those sold in England but here in the US I've never had to add or setup a MAC address for the router. Layer 3 switches can be quite difficult to setup but those are not sold to home users typically.

 

The only thing MAC related is that the ISP uses your MAC address (of the router not your pc) to approve their modem/router for access to their network. If it was not approved you would never get access, but you say that you do so I would have to believe that it is either something on your PC or on their line.

 

Remove the router if possible and go direct to your ISP and use another PC from you friend and see if you have the same issue.

[Guest Wolfeymole]

To be honest here I don't see how you could have got the MAC code from Orange for a transference of service when you still had outstanding bills.

 

Did they give you a months grace on the understanding that you would pay the bill and if not then take the line back?

 

There are a lot of strange things happening in your post Mango and I'm not sure just quite what's going on here.

[Mango76]

Thanks & update

 

Hi Dalo Harkin, Wolfeymole, Advance Setup and Danzil

 

Thank you very much for taking the time to reply to me and for your suggestions.

 

I have never had to put the MAC code into the router before. I do get access to the Internet-it comes and goes. I am currently typing this in my friend's house. i return home tomorrow and so I will then look and try your suggestions.

 

Orange gave me a MAC code as they agreed the 'stole' the broadband line back, when they shouldn't have (even though no ADSL supply was coming into the router). PlusNet verified the MACcode was active/legit and then the process of migration back to PlusNet took a week. It has been ever since the 're-connection' that the adsl chain link either disappears altogether or if it is on, the broadband will be fine for a while then go really slow or 'cannot connect to server'. Switching the router on and off seems to help initially until it all starts again.

 

My thinking that it is something to do with the line is because all was fine prior to the re-connection and the router has been re-set, filter box changed, etc etc But then I am certainly not an expert and only guessing! PlusNet have said they have now completed their checks and that the intermittent problem persists and so they have passed into onto BT to check. They are due to report back to me on Monday morning.

 

Thank you very much once again to you all for being supportive. Any suggestions continue to be welcomley received!

[Mango76]

Also

 

I should also say (as I didn't make myself clear-apologies for this). We didn't have any outstanding bills with Orange or Talk Talk. I am guessing it was more a 'clerical' error why Orange took the line back. They confirmed to me that it was not due to financial issues. Thanks again

[Dalo Harkin]

Mango - NETGEAR routers need the MAC address of the PC's/laptops that access them - some companies depending on who you get the router from will supply you with a disc and then you put that in each PC/Laptop and it does this for you.

I have seen many people in similar circumstances in terms of connection dropping and with NETGEAR routers this is the most common reason - look in the routers home page and look for the option - more than worth a look even if it's just to rule out.

[Mango76]

Thanks

 

Hi Dalo Harkin

 

Thank you again for your suggestion. I am not currently at home, but I will look into this later on this evening when I return home. Once again thank you for the suggestion

[Guest ppslim]

Hi,

 

Sorry to hear you are having problems, it certainly seems like a nightmare.

 

From the looks of things you have done all the important items, though your faults obviously continues.

 

Do you have a ticket number at all so we can look into this?

 

Kind regards

Phil Richardson

 

Plusnet Business Support Analyst

[Seth]

Hi Mango.

 

The ADSL light confirms the connection between your modem/router and your ISP. However, that does not by necessity mean you'll be able to get online. You may have a problem with your computer, or what I fully suspect to be an ISP (line) problem.

 

Also note that the ADSL light has nothing to do with your computer. If that light goes out, or is intermittent, it's a line or modem problem.

 

Since you have already swapped out the modem/router to no avail, I suggest that the line signal is weak and/or contains a high percentage of "noise".

 

Either way, it's still an ISP problem.

[Mango76]

Thanks

 

Hi Phil and Seth

 

Thank you both very much for taking the time to respond and offer suggestions. All suggestions continue to be very much appreciated. Thanks again

[Seth]

You're most welcome.

 

Please keep in mind that when you call your ISP tech, you're usually talking to someone who doesn't know **** about computers.

 

Above and beyond that, once in a while you'll get to talk to someone who actually knows what they're doing.

 

Bottom line: Your ISP is at fault. Refer them to this thread and I'll take them on.

[Mango76]

Thanks Seth

 

Hi Seth

 

Thank you again for this. I am waiting to hear what they say when they get back to me. I will ring them tomorrow regardless. Thanks again

[Dalo Harkin]

Hi,

 

Sorry to hear you are having problems, it certainly seems like a nightmare.

 

From the looks of things you have done all the important items, though your faults obviously continues.

 

Do you have a ticket number at all so we can look into this?

 

Kind regards

Phil Richardson

 

Plusnet Business Support Analyst

 

did you see this mango ?? ^^Plusnet Business Support

[Mango76]

Thanks-Dalo Harkin

 

Hi Dalo Harkin

 

Thanks for this. I have contatced Phil and I believe he will also be posting info onto this forum link too.

 

Thank you again

[Guest ppslim]

Hi Phil and Seth

 

Thank you both very much for taking the time to respond and offer suggestions. All suggestions continue to be very much appreciated. Thanks again

 

Hi,

 

I have looked at the ticket and in reality, the problems do actually look resolved.

 

Tests on your line show an improvement and the biggest thing is that our connection records show you online in excess of 40 hours at this point.

 

This latest connection started shortly after BT made some adjustments to your line.

 

I do have to admit, this change has come at a weekend, which is the typical time for problems such as you have seen to simply "go away". As such, I have kept the ticket within the support queue but put it on hold to allow us to monitor it some more (without you needing to contact us).

 

It's no big shock for it to have gone away at a weekend. Electrical devices create interfearance and as many businesses are powered down for the weekend, it's not there to create any havok.

 

As such, holding it will be handy to ensure this is not the case, but also because it's holding the connection normally right now, which means there is nothing specific to diagnose.

 

Kind Regards

Phil RIchardson

 

Plusnet Business Support Analyst

[Mango76]

Thanks to Phil

 

Thank you very much Phil for looking into this. I will be back in contact with PlusNet/Phil tomorrow to see how things are then. Connection was vERY slow earlier today but appears OK as I type this. Thank you again to Phil for his help (and to others). Continued suggestions welcome!

 

 

 

 

This thread has been reopened. Please keep all support on the forum.

[Mango76]

Update

 

Hi

 

Thank you all again for your suggestions (and to Admin for re-opening the thread)-I thought it would only be polite to give you an update.

 

The problem with not being able to connect to server returned again on Monday evening, just after 10pm. I have yet to hear back from Phil via here (though I appreciate the thread was closed and he was told to reply via this thread) or via PlusNet. However, he may well have been looking into things, i don't know; he was good enough to initially investigate things.

 

As of today, no problems so far and I have been told by PlusNet (and automated message) they have closed the problem their end. So I guess it is a case of monitoring things to see how things go (it has been OK like this before, before playing-up again).

 

When the problem returned Monday evening, i rang my friend (who has the same router, whose router I used before to check things). We both switched our routers off and on at the same time. His ADSL chain link light came on after 10 secs. Mine did come on, but it took 1 min 30 secs to come on-which again made me think there was a connection problem somewhere; but as I say, it is a case of monitoring. I shall update again in a few days.

 

Thank you all again for your continued suggestions and support

[Guest Wolfeymole]

Thanks for keeping us updated mango, sorry to hear that Plusnet seem to have washed their hands over this affair.

[Mango76]

Hi

 

Well, I hope not. If the problem returns again then I will be having very strong words with them. Thank you again