Broadband down over 24 hours - still not fixed
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Broadband down over 24 hours - still not fixed
18-08-2010 11:03 AM
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I have a wireless Thompson router and the broadband light is on green but the internet light is on red.
When I try to log on I get the following message
Authentication Failed
Before you can authenticate yourself, you have to log in as a more privleged user.
Does anyone have any ideas
Thanks Rob
Re: Broadband down over 24 hours - still not fixed
18-08-2010 3:23 PM
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Quote from: iamrobert I have a wireless Thompson router and the broadband light is on green but the internet light is on red.
When I try to log on I get the following message
Authentication Failed
Before you can authenticate yourself, you have to log in as a more privleged user.
Do you mean log on to the router? What software (Operating System) is your computer running?
Re: Broadband down over 24 hours - still not fixed
18-08-2010 4:02 PM
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From your description and the information you've given us on the fault checker this could mean that your router has lost synchronisation (this is the broadband signal carried over the line from the exchange to your router).
I'll make sure we start testing on this now so look out for an update to your ticket ASAP please.
Adam.
Re: Broadband down over 24 hours - still not fixed
18-08-2010 4:42 PM
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Please let me know how things go with the Belkin router as we might need to arrange a replacement for our device.
Re: Broadband down over 24 hours - still not fixed
18-08-2010 5:03 PM
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Thanks for your help. After we had finished speaking I got in to the Thompson Gateway config page by typing the IP address into my browser. I was able to re-configor my router and all is ok now. I will know what to do if it happens again.
Regards Robert
Re: Broadband down over 24 hours - still not fixed
18-08-2010 8:27 PM
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Re: Broadband down over 24 hours - still not fixed
19-08-2010 11:35 AM
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@ReedRichards that error message isn't that strange it's actually what happens on some versions of the T585 router when you enter the wrong login credentials to try and access the firmware page when trying to connect for the first time.
Adam.
Re: Broadband down over 24 hours - still not fixed
27-08-2010 10:54 AM
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I'm currently at work and my girlfriend has just phoned to let me know we have this same message. We've been with Plusnet since about April and have had no problems so far. Apparently my girlfriend was just browsing the internet as normal and this message appeared. As I'm at work and not able to phone support until about 6pm tonight, is there a way to fix this problem without phoning the support team? If I do need to phone the support team then what is the phone number and what details will I need to hand?
Thanks,
Rob
PS In case you need it our user name is robertandrachel
Re: Broadband down over 24 hours - still not fixed
27-08-2010 2:09 PM
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Quote from: _Adam_Walker_ @ReedRichards that error message isn't that strange it's actually what happens on some versions of the T585 router when you enter the wrong login credentials to try and access the firmware page when trying to connect for the first time.
So is robertandrachel's problem down to one of those bits of malware that tries to fiddle with your router settings?
Re: Broadband down over 24 hours - still not fixed
27-08-2010 3:17 PM
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I have not tried to connect to Internet with Thomson router.
Alex
Re: Broadband down over 24 hours - still not fixed
27-08-2010 3:25 PM
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To get around the issue, clear your cookies, cache, saved passwords etc. and navigate to 192.168.1.254 (or just open your browser if you're being redirected) enter the correct username+password combination.
Re: Broadband down over 24 hours - still not fixed
27-08-2010 4:38 PM
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Quote from: Ben The 'Authentication Failed' message is where your browser has saved the username / password to access the configuration page incorrectly. You occasionally see this page during normal browsing if the connection goes down - the router automatically redirects you to the configuration page.
So it can occur during normal browsing; sorry for being alarmist.
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