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Lights on - but nobody home?

N/A

Lights on - but nobody home?

Hi,
Sorry, bear with me, this may take some time to explain.
After waiting for what seems eternity my exchange was finally activated recently, I wasted no time in signing up to plus.net as I have several clients (I'm an IT Engineer) already using their services and have been impressed by them in the past.
I opted for a wire only activation, but due to my unfortunate ISDN situation I was required to get BT in to uninstall the ISDN equipment (not a problem, I fully expected that to happen).
BT came to do the uninstall first thing yesterday morning, while they were taking the old ISDN faceplate off of my master socket I casually asked if he had any of the BT ADSL Filters kicking about. He kindly said yes and went and got a filter (and the BT ADSL extension kit!) from his van. Without me asking or prompting he went ahead and fitted the new faceplate and set his laptop up to carry out the tests (which he wasnt obligated to do because of my Wire only activation) and they all went fine apart from the little video that they normally play to demo the speed - he explained that there was a problem with the page at the moment so he couldnt show it.
When I got home from work last night I was all ready for a good bit of browsing - setup my dlink dsl-300g+ connected via my netgear WGT624. The dlink modem status pages stated that it was connected and it had obtained my static ip, but I found I couldnt access the internet. Luckily I also had an intel anypoint 3240 usb dsl modem kicking about so I set that up on my xp pro machine and connected up, again I got connected, authenticated and recieved my static IP - but still couldnt browse. After about an hour of frustration and trying various things (tried using my other Win 2000 PC as well) I was not getting very much further.
What I have found is that the ONLY internet ip's I can ping are my own (cos i'm connected!) and plus net's dns servers - but absolutely nothing else and no name resolution either. Plus net support were able to ping my ip and get a response until I tried to ping another internet ip address, he got complete packet loss until I stopped the ping.
Since last night I have obtained another 2 usb adsl modems (alcatel and a westel) and bought my own adsl filter and fitted it (and yes, I removed the bt one first before I plugged it in), but still I'm without net access (although my plus.net analogue dial up works fine though).

Congratulations, youve made it to the end!

Any Ideas folks? - has anyone had a problem like this before?

Cheers in advance
paul adam
17 REPLIES
N/A

Lights on - but nobody home?

I doubt your problems are modem or filter related.
Can you log onto the BT test domains as indicated here https://portal.plus.net/central/forums/viewtopic.php?t=9565

If you can and view the demo, which the engineer said was faulty Huh?, then it would tend to indicate your line is OK.
I havn't checked to see if the digitaldemo page is actually working.

Alternatively, have you got a firewall setup, either software or hardware ?. It is easy to set up a software firewall for dialup, only to forget that DSL uses different parameters.
N/A

Lights on - but nobody home?

Firstly, you have pretty much done every test you can do, other than testing using a different computer.

Using different filters, disconnecting all extentions and testing at the master and using different modems.

As noted above,a different computer, and using no filter what so ever are the only two others tests, which are unlikely to help further.

When a ISDN conversion is done, the engineer will test the connection end-to-end. Due to the way the conversion is done, it is the least likely install likely to fail if an engineer callout is needed (IE, it is a end user equipment issue).

I can't vouch for the digital demo being offline, however, I would advise you to check the ADSL Guide forums, where it may have been reported.

If you so wish, you can ask PlusNet to get an engineer out, however, BT can charge you an abortive visit charge if they find nothing wrong there side.
Plusnet Staff
Plusnet Staff
Posts: 12,169
Thanks: 18
Fixes: 1
Registered: 04-04-2007

Lights on - but nobody home?

Hi,

I think they've removed the video from http://www.bt.net/digitaldemo/ and it's now just a black page with a pretty picture.

If you can ping the DNS servers (e.g. 212.159.13.50) then the ADSL connection is OK and the problem is going to lie in the TCP/IP layer.

Can you ping

pth-cdns-02.plus.net

which is the same DNS server above? If not then this points to a problem with DNS. Try specifying both the DNS servers in your TCP/IP settings on the PC. Also as cqg4uzg suggests make sure your firewall is set up to see your new IP range and isn't blocking any of the protocols.
N/A

Lights on - but nobody home?

If going to http://www.google.co.uk/ fails, then you could try this in XP.

Open a console window by going to Start -> Run and typing "cmd" and OK.

Type

nslookup www.google.co.uk 212.159.13.50

Hit return.

Now attempt to visit http://www.google.co.uk/

What are your results?
N/A

Lights on - but nobody home?

Hello,

I'm really getting confused now.

Tried connecting to bt_test@startup_domain - got connected but could not view page. Also tried the other test mentioned here
https://portal.plus.net/central/forums/viewtopic.php?t=9565

I have been trying mainly with the Intel USB Modem (with and without XP Firewall)- with and without me setting static DNS IP's.
I have also tried the router/firewall combination with the firewall set to permit all traffic in both directions, I even connected the modem/router (dlink dsl-300G+ Ethernet) directly to my PC which did exactly the same.

I have tried everything on 2 PC's also (an XP Pro laptop and a Win2k Laptop)

Strangest of all......I can ping
pth-cdns-02.plus.net
without any problems.
I'm starting to wonder if its something I'm doing wrong!

I'm a bit dissapointed with plus.net at the moment though because they dont seem to have done anything to test the line (or anything that they can do) and the only posts from them that have appeared in my support ticket have been in response to me telephoning to ask whats happening. Surely they must have tried some kind of test (other than the ping test they did last night). At least to verify that everything at their end (and my account) is ok. What about the 8 hour average fix time - I'm into my 38th (and its never worked at all)

As yet no fault has been logged with BT - and true enough I'm not keen on having to pay £50 for BT to come back our unless its the only thing left to do (running out of things to try myself anyway!)

If anyone has any more info please, it would be most appreciated.


Regards

Paul Adam
N/A

Lights on - but nobody home?

Here are the nslookup results

C:\Documents and Settings\Paul Adam>nslookup www.google.co.uk 212.159.13.50
DNS request timed out.
timeout was 2 seconds.
*** Can't find server name for address 212.159.13.50: Timed out
Server: UnKnown
Address: 212.159.13.50

DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
*** Request to UnKnown timed-out

Regards

Paul Adam
N/A

Lights on - but nobody home?

The charge is only applied if the visit is aborted due to End User Equipment. THough from details i have seen floating about from BT, they don't charge on the first visit, unless it is obvious the customer has failed to perform any standard checks.

The 8 hour average applies to the whole ticketing system, and not your request. Times will vary from department to department, and adding detail to a ticket/asking why it hasn't been answered, returns the ticket to the back of the queue.

Can you try downloading WinMTR and tracing the following sites.

212.159.13.50 (pth-cdns-02.plus.net)
216.239.59.99 (www.google.co.uk)
216.109.118.71 (www.yahoo.com)

WinMTR is far better than the normal Traceroute tool, due to the method it uses.

Can you paste the results the copy text button.
N/A

Lights on - but nobody home?

Here you go

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 195.166.128.6 - 17 | 19 | 15 | 30 | 32 | 41 | 40 |
| 212.159.1.3 - 16 | 19 | 16 | 30 | 33 | 40 | 31 |
| 195.166.129.21 - 6 | 18 | 17 | 30 | 33 | 40 | 30 |
| 212.159.13.50 - 12 | 18 | 15 | 30 | 32 | 40 | 40 |
|________________________________________________|______|______|______|______|______|______|
WinMTR - 0.7. Copyleft @2000-2001 Vasile Laurentiu Stanimir ( stanimir@cr.nivis.com )


|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 195.166.128.6 - 9 | 70 | 64 | 20 | 31 | 90 | 30 |
| 212.159.1.3 - 11 | 69 | 62 | 20 | 30 | 40 | 31 |
| 195.166.129.21 - 11 | 69 | 62 | 20 | 31 | 50 | 20 |
| 195.66.224.99 - 14 | 69 | 60 | 20 | 32 | 40 | 30 |
| 217.71.96.93 - 8 | 69 | 64 | 40 | 50 | 60 | 40 |
| 217.71.105.42 - 8 | 69 | 64 | 40 | 50 | 60 | 50 |
| 217.71.111.38 - 6 | 69 | 65 | 40 | 49 | 61 | 50 |
| 64.233.174.141 - 6 | 69 | 65 | 60 | 65 | 71 | 60 |
| 216.239.49.254 - 5 | 69 | 66 | 70 | 76 | 81 | 81 |
| 216.239.49.114 - 9 | 69 | 63 | 70 | 77 | 90 | 80 |
| 216.239.59.99 - 11 | 69 | 62 | 70 | 75 | 81 | 80 |
|________________________________________________|______|______|______|______|______|______|
WinMTR - 0.7. Copyleft @2000-2001 Vasile Laurentiu Stanimir ( stanimir@cr.nivis.com )

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 195.166.128.6 - 4 | 28 | 27 | 20 | 30 | 41 | 30 |
| 212.159.1.3 - 8 | 28 | 26 | 20 | 30 | 40 | 30 |
| 195.50.117.53 - 23 | 27 | 21 | 20 | 33 | 40 | 40 |
| 212.113.3.25 - 19 | 27 | 22 | 20 | 32 | 41 | 30 |
| 212.113.3.1 - 19 | 27 | 22 | 20 | 32 | 40 | 40 |
| 212.187.128.49 - 15 | 27 | 23 | 20 | 33 | 40 | 40 |
| 212.187.128.138 - 30 | 27 | 19 | 100 | 106 | 111 | 111 |
| 64.159.18.67 - 19 | 27 | 22 | 100 | 106 | 111 | 111 |
| 63.210.59.254 - 30 | 27 | 19 | 100 | 108 | 120 | 110 |
| 216.109.120.146 - 23 | 27 | 21 | 100 | 107 | 111 | 110 |
| 216.109.118.71 - 8 | 27 | 25 | 100 | 107 | 111 | 110 |
|________________________________________________|______|______|______|______|______|______|
WinMTR - 0.7. Copyleft @2000-2001 Vasile Laurentiu Stanimir ( stanimir@cr.nivis.com )
N/A

Lights on - but nobody home?

The good news is your connection shwos it is working, however, you are seeing some packet loss accross the board.

This does sound like a possible line issue and would need investigating by BT.

You might want to post on the "speed issues" thread in the ADSL forum, where Ian WIld will pick up on it. I sugest pasting a link to this thread explaining that you can't fill the form as there is no way to colelct the data.

Ian would then advise further what to do.
Plusnet Staff
Plusnet Staff
Posts: 12,169
Thanks: 18
Fixes: 1
Registered: 04-04-2007

Lights on - but nobody home?

Can you ping, pathping, or tracert to anything else?

Try www.google.co.uk, www.bbc.co.uk and portal.plus.net

Actually looking at your latest post, Server: UnKnown

That's the message you get if you try and do an nslookup on a server that isn't a DNS server or DNS requests are being blocked somewhere.

This what you should should see on linux or XP.

[dave dave]$ nslookup www.google.co.uk 212.159.13.50
Server: pth-cdns-02.plus.net
Address: 212.159.13.50

Non-authoritative answer:
Name: www.google.akadns.net
Address: 216.239.59.99
Aliases: www.google.co.uk

C:\Documents and Settings\dave>nslookup www.google.co.uk 212.159.13.50
Server: pth-cdns-02.plus.net
Address: 212.159.13.50

Non-authoritative answer:
Name: www.google.akadns.net
Address: 216.239.59.99
Aliases: www.google.co.uk

Here's a list of thoughts, apologies if you've already answered these or tried them, but it's worth re-checking.

Is the problem the same on both PC's or are there differences in what you can do? And how about the different modems, exactly the same or anything (even insignificant) that's different? You aren't connected on 0845 at same time (or maybe someone else at another location using your username? Have you any other firewall or anti-virus software running? Have you done a thorough virus and spyware check? Does any other program work (MSN, ICQ, alternate browser, email, P2P software, etc.)? Have you requested any extra IP's, or is just a single IP (I'm not at work to check).
I just tried a tracert to you and I'm getting fairly high ping times (179.515 ms 226.627 ms 170.146 ms). Is it possible something else is hogging your bandwidth?
N/A

Lights on - but nobody home?

Hi again

Yeah, I'm familiar with the outputs of tracert, ping and nslookup.

Problem is identical on both PC's (with the variety of modems I have).

No online apps are working at all

I am virus free and (relatively) spyware free and patched up to date.

Single IP setup.

Only I know my user/password

High pings because I'm connected using my plus net dial up (gives me the same IP - very nice featureSmiley

And yes, I'm disconnecting from the dial up before I try using the adsl.

acarr - I will post to speed issues thanks.

Cheers - again any more help appreciated

Paul Adam
N/A

Lights on - but nobody home?

Quote
No online apps are working at all



Sorry, sent a large test email before seeing this reply. I was going to suggest trying to see if you can rx emails. This may have helped track down where the problem was - line, dsl, dns or some other weirdy.
You can go to webmail to delete it so you don't have to download it over dial up
N/A

Lights on - but nobody home?

Quote

High pings because I'm connected using my plus net dial up


I am guessing that relates to when Dave started sending test pings to you, and not when you performed the WinMTR test I asked?
N/A

Lights on - but nobody home?

Just to let you know - I have taken my XP laptop into work and hooked it up to the ADSL connection at my work (different ISP, but same connection settings).

Got connected first time and am able to browse no problem at all.

So thats my PC/Modem setup validated.

So, we are definately looking at either the line, exchange, or plus.net (if I have missed anything out let me know!)

What should I do now - I have raised another support ticket with plus.net as they finally whoosh tested my line this morning and it came back perfect, hence they have closed the existing ticket.

Once again, help or suggestions appreciated

Regards

Paul Adam
Aberdeen IT