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Loss of internet connection - 30563282

jimmcginty
Grafter
Posts: 73
Registered: 31-07-2007

Loss of internet connection - 30563282


Don't know if this is the correct place but I'm not getting joy elsewhere.
Ticket # - 30563282
Lost my internet connection on Friday afternoon, reported it on Saturday morning. I was given a dial up  number to use
but I've heard nothing since. I've tried both my Netgear & Belkin routers and they both show the same thing e.g. They get a
sync ~2500 & a SNR ~ 9dB but no internet connection. I can ping the router but nothing outside. One of the  Netgear's
admin pages gives the correct ip adress e.g 192.168.0.1 but not the external ip Plus applies to by line.
I'm about to buy a dial up modem, didn't think I'd be doing that again, but I don't want to do it f the problem is going to be
fixed  soon. I'm just looking for an update on my problem.
Thanks
65 REPLIES
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re:Loss of internet connection - 30563282

Hi,
As you've alluded to in your ticket, it may well be down to the move to 21C.
Can you confirm that you're connected to your master socket, with all other telephony devices detached, have tried a different filter and router (if possible)?
What are the lights doing on the front of your router?  Can you try updating the version of firmware?  We've seen a few problems with Netgear routers on 21C.
Community Veteran
Posts: 26,695
Thanks: 918
Fixes: 10
Registered: 10-04-2007

Re: Loss of internet connection - 30563282

How can he update the firmware if he can't get an internet connection?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re:Loss of internet connection - 30563282

With difficulty I'd imagine!
Factory reset is a good starting point, but if you can get hold of the firmware from a different connection, I suspect that might do the job.
jimmcginty
Grafter
Posts: 73
Registered: 31-07-2007

Re: Loss of internet connection - 30563282


The router is connected to the main socket via a filter, I've tried both my routers Netgear 834GT & a Belkin F5D7634-4 and they both show no IP address being provided by BT/PlusNet.
I got an email on the 23rd Oct saying I was moving to the 21CN, I'm sure I had a couple of signal drops before the loss of the signal but no hard reboot e.g. powering down the router. I do have other firmware for the Netgear, it used it on my previous Netgear to tweak the SNR but my current firmware is the original. I can download others from work if necessary.
I tried using the dial up number you gave me but it won't connect due to my number being ex-directory. I called the help line last nigh who suggested adding 1470 but as soon as I dial 1470 the BT line starts saying not recognised.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re:Loss of internet connection - 30563282

We've got  number of faults similar to yours which we're looking into getting a bulk fix.  I'm sorry for the problems that it is causing.
jimmcginty
Grafter
Posts: 73
Registered: 31-07-2007

Re: Loss of internet connection - 30563282


So I take it flashing a new firmware is not going to help?
Is there a timeframe for the fix?
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re:Loss of internet connection - 30563282

If your Belkin router also isn't able to connect, I suspect it's not firmware related.
I'm afraid I don't have a timeframe, but hopefully it won't be much longer.
jimmcginty
Grafter
Posts: 73
Registered: 31-07-2007

Re: Loss of internet connection - 30563282


Whooohhh, there  be surfin  Cheesy
Looks like the problem has been resolved.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Loss of internet connection - 30563282

That's brilliant news, thanks for letting me know Smiley
jimmcginty
Grafter
Posts: 73
Registered: 31-07-2007

Re: Loss of internet connection - 30563282


It's back......... Lost connection at 5:30 pm, router cannot see an allocated IP address on the line.
Exact same issue as before. Grrrrrr
New Ticket #30674314
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re:Loss of internet connection - 30563282

Hiya,
Is this still happening?  We raised a fault to BT on your behalf, and it looks like connectivity came back yesterday as you've been connected since 6pm?
jimmcginty
Grafter
Posts: 73
Registered: 31-07-2007

Re: Loss of internet connection - 30563282


Yep, it came back last night.
Cryptic fault was.
"TAM is failing at ATM and PPP layers"
The $64,000 question is  - will it happen again?
GordonT
Newbie
Posts: 10
Registered: 30-07-2007

Re: Loss of internet connection - 30563282

The same thing happened to me yesterday....it was working fine (and has been for years!!) at lunchtime but when I got home from work there was no internet connection Sad
I logged a fault - 30690717 and am still awaiting a solution.  I am using good old dial-up (s-l-o-w) so I can check on any action....no further progress on my call since just before 11am today.
I am really peed off  Sad
I too have both a Netgear and a Belkin router and it is the same with them both - the ADSL light is steady but the internet light is either completely out or flashes orange/red depending on router.
jimmcginty
Grafter
Posts: 73
Registered: 31-07-2007

Re: Loss of internet connection - 30563282

My line went through the full test phase the first time, it took 3 days until BT kicked the line into life.
Second time I phoned and it went quicker, just over a day, once I mentioned it was the EXACT same fault again.
This was what the fault looked like on my Netgear under the Router status page.
[tt]ADSL Port  
MAC Address  00:1F:33:XX:9A:XX  
IP Address           -
Network Type PPPoA
IP Subnet Mask       -
Gateway IP Address   -
Domain Name Server   -
                   -
Working.....
ADSL Port  
MAC Address  00:1F:33:XX:9A:XX  
IP Address  80.229.XXX.XX
Network Type PPPoA
IP Subnet Mask  255.255.255.255
Gateway IP Address 195.166.128.134
Domain Name Server  212.159.6.9
212.159.6.10
[/tt]