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Two Problems

tinto
Grafter
Posts: 262
Registered: 21-11-2010

Two Problems

I've used  Windows XP  and OE 6 on my computer for some time with no problems but recently, I've found that if the land line phone is used when the computer is in use, it drops the internet connection until the phone is hung up.  I've remade all the connections between the computer and the first phone socket, and replaced the wee filter whatsits at the first socket and the last socket before the computer, but it's made no difference.  Has anyone any helpful ideas/ suggestions as to what I do next?
The second problem is that when I click on any hyperlink in an incoming email, it doesn't take me to that address. I've looked in the tools>options box in OE6 but there's nothing there that looks like the answer, and I've tried two other email clients and found the same problem with them.  At the moment I'm getting round the problem by copying and pasting into my browser (Google Chrome) but it's a pain.  Again, has anyone any helpful ideas/suggestions to resolve this one?
17 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: Two Problems

Can you clarify what happens
You refer to the computer being in use and the phone being used you lose the connection.
Is this the connection between the computer and the router or the router and the internet as the fact that the computer was or wasn't being used shouldn't have a bearing on the router losing the connection to the internet
Second question - try reading this http://email.about.com/od/outlooktips/qt/et_fix_links.htm
Ellis
Grafter
Posts: 213
Registered: 04-02-2011

Re: Two Problems

Quote from: tinto
I've used  Windows XP  and OE 6 on my computer for some time with no problems but recently, I've found that if the land line phone is used when the computer is in use, it drops the internet connection until the phone is hung up.  I've remade all the connections between the computer and the first phone socket, and replaced the wee filter whatsits at the first socket and the last socket before the computer, but it's made no difference.  Has anyone any helpful ideas/ suggestions as to what I do next?

You mention filters at the first and last socket, do have any sockets in between? If you do, do you have filters for those as well.
I have a number of phone sockets and used to have filters for any phone plugged in. I have now changed my set-up to having one filter at the master socket and all phone extensions running from that. My router runs from the Ethernet socket on that filter. Everything works fine this way.
Quote
The second problem is that when I click on any hyperlink in an incoming email, it doesn't take me to that address. I've looked in the tools>options box in OE6 but there's nothing there that looks like the answer, and I've tried two other email clients and found the same problem with them.  At the moment I'm getting round the problem by copying and pasting into my browser (Google Chrome) but it's a pain.  Again, has anyone any helpful ideas/suggestions to resolve this one?

You may need to set the default browser as "Google Chrome"
tinto
Grafter
Posts: 262
Registered: 21-11-2010

Re: Two Problems

Quote from: Oldjim
Can you clarify what happens
You refer to the computer being in use and the phone being used you lose the connection.
Is this the connection between the computer and the router or the router and the internet as the fact that the computer was or wasn't being used shouldn't have a bearing on the router losing the connection to the internet
Second question - try reading this http://email.about.com/od/outlooktips/qt/et_fix_links.htm

@ Oldjim
Re dropping the connection,  what happens is that if the computer is on line, whether we get an incoming call, or make an outgoing call, the internet connection drops, and the computer won't remake the connection until the call is ended and the phone handset switched to standby.  For what it's worth, at least two of the four lights on the router will flicker until the internet connection is remade.
I followed the instructions  at http://email.about.com/od/outlooktips/qt/et_fix_links.htm and it fixed the hyperlink problem.
Ta much for that.
@Ellis

There are are only two sockets, and I've replaced the filter at each. As I said, I've also remade the connections at each socket as well as at the router and the computer itself, but it's made no difference.
Ta much for your time
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: Two Problems

So to summarise - if I have got it right
The router doesn't lose the connection to the internet but the computer loses the connection to the router which I assume is wireless.
When you said - put the handset into standby I assume it is a DECT phone.
If this is correct what is the make and model of the phone
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Two Problems

Hi Tinto,
Was this while connected to the account that your forum login was created from? I ask because it looks like that hasn't been online in some time now, so either it wasn't or there's a problem somewhere.
tinto
Grafter
Posts: 262
Registered: 21-11-2010

Re: Two Problems

@ Oldjim
I'm not certain just where along the line the connection is dropped, and the router isn't wireless, the phone line is plugged into the router and the router is connected by cable the computer.  The phone is a Philips CD/170, and I wouldn't know whether it's a DECT phone or not.
@ Matt Taylor
I'm afraid I'm not sure if I understand your question about my forum login either.  The computer is on line most days, and if it is I'll  normally look at the Chit Chat forum even if I don't post anything.
Thanks to both for your time
BC
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: Two Problems

Re Matt's question - I have sent you a PM
Re My question
When you lose internet connection do any of the lights on the router go red and stay red for the duration of the phone call
Can you check the error log of the router - if you don't know how please advise the make/model and someone will be able heklp
tinto
Grafter
Posts: 262
Registered: 21-11-2010

Re: Two Problems

@ Oldjim
I've replied to your PM
I don't get any red lights, but at least two of the green lights will flicker when the connection is down
I don't know how to check the error log, but the router is a Thomson Speedtouch
whelpton
Grafter
Posts: 104
Registered: 06-06-2011

Re: Two Problems

Hi Tinto,
Quote from: tinto
At least two of the green lights will flicker when the connection is down

I would imagine these to be the Internet and Ethernet lights? They are designed to do flash to indicate data activity, however I'm not sure if your flicker and my flash would be the same.
Quote from: tinto
I don't know how to check the error log

To check the event logs on a speedtouch router, you need to first login to the router interface by following these instructions, and from there click on Speedtouch Gateway on the left hand side and select event logs.
From here we're specifically interested in is any notifications of changes to PPP or xDsl states; especially around the times that you have made a phone call.
tinto
Grafter
Posts: 262
Registered: 21-11-2010

Re: Two Problems

@ whelpton
Please find below a copy of the events log as time and date shown.
I hope this will help you find the problem
Ta much
BC

Dec 7 16:25:11 LOGIN User admin logged in on [HTTP] (from 192.168.1.64)

Dec 7 16:17:10 SNTP Synchronised to server: 212.159.6.10

Dec 7 16:17:10 SNTP Systemtime update: time setting 00:05:36 > new time setting: 16:17:10

00:01:35 (since last boot) CONFIGURATION saved by TR69

00:01:16 (since last boot) FIREWALL event (1 of 6): deleted rules

00:01:16 (since last boot) GRP Default destination is routed via gateway 46.208.44.96

00:01:17 (since last boot) PPP link up (Internet) [46.208.44.96]

00:01:16 (since last boot) PPP CHAP Chap receive success : authentication ok

00:01:16 (since last boot) PPP CHAP Receive challenge (rhost = pcl-ag07)

00:01:15 (since last boot) PPP CHAP Receive challenge (rhost = bras-red5.gw-th)

00:01:13 (since last boot) xDSL linestate up (ITU-T G.992.5; downstream: 6458 kbit/s, upstream: 444 kbit/s; output Power Down: 20.0 dBm, Up: 12.5 dBm; line Attenuation Down: 44.5 dB, Up: 25.5 dB; snr Margin Down: 6.0 dB, Up: 26.0 dB)

00:00:48 (since last boot) xDSL linestate down

00:00:23 (since last boot) DHCS server up

00:00:22 (since last boot) FIREWALL event (1 of 1): deleted rules

00:00:22 (since last boot) FIREWALL level changed to Standard.

00:00:17 (since last boot) FIREWALL event (1 of 1): modified rules

00:00:17 (since last boot) FIREWALL event (1 of 1): created rules

00:00:05 (since last boot) [CWMP: 0:00:04.980] setting cwmp defaults

00:00:01 (since last boot) KERNEL Cold restart

whelpton
Grafter
Posts: 104
Registered: 06-06-2011

Re: Two Problems

@ Tinto,

As I am not at work right now I cant view our connection logs for this line, however nothing seems to jump out at me from your logs that would narrow down whats happening I'm afraid.
From looking at those logs: the router was powered on, it synchronised with the exchange, our automatic setup took over and setup the authentication of the router. From that point on it doesn't appear from those logs as if the Sync or authentication has been lost.
I shall take a look into the connection logs on our side tomorrow afternoon, when I'm back in, and see if I can see anything unsual.
tinto
Grafter
Posts: 262
Registered: 21-11-2010

Re: Two Problems

@ whelpton
I dawned on me this morning that there had been no phone calls during the span of the events log I sent you yesterday, so I've attached here another event log which includes outbound and inbound calls.
I hope this might be helpful
BC

Recorded Events

Time Message

Dec 8 15:23:43 LOGIN User admin logged in on [HTTP] (from 192.168.1.64)

Dec 8 15:19:35 CONFIGURATION saved by TR69

Dec 8 15:19:18 FIREWALL event (1 of 1): deleted rules

Dec 8 15:19:18 GRP Default destination is routed via gateway 46.208.192.175

Dec 8 15:19:18 PPP link up (Internet) [46.208.192.175]

Dec 8 15:19:18 PPP CHAP Chap receive success : authentication ok

Dec 8 15:19:17 PPP CHAP Receive challenge (rhost = pcl-ag01)

Dec 8 15:19:16 PPP CHAP Receive challenge (rhost = bras-red5.gw-th)

Dec 8 15:19:04 xDSL linestate up (ITU-T G.992.5; downstream: 6320 kbit/s, upstream: 444 kbit/s; output Power Down: 20.0 dBm, Up: 12.5 dBm; line Attenuation Down: 44.0 dB, Up: 25.5 dB; snr Margin Down: 6.0 dB, Up: 26.0 dB)

Dec 8 15:18:38 xDSL linestate down

Dec 8 15:18:13 xDSL linestate down

Dec 8 15:17:41 xDSL linestate up (ITU-T G.992.5; downstream: 6947 kbit/s, upstream: 444 kbit/s; output Power Down: 20.0 dBm, Up: 12.5 dBm; line Attenuation Down: 44.0 dB, Up: 25.5 dB; snr Margin Down: 6.0 dB, Up: 26.5 dB)

Dec 8 15:17:39 PPP link down (Internet) [91.125.140.205]

Dec 8 15:17:16 xDSL linestate down

Dec 8 15:16:51 FIREWALL event (1 of 1): created rules

Dec 8 15:16:51 GRP Default destination is not routed anymore via gateway 91.125.140.205

Dec 8 15:16:51 xDSL linestate down

Dec 8 15:15:46 SNTP Synchronised to server: 212.159.6.10

Dec 8 15:15:46 SNTP Systemtime update: time setting 00:11:18 > new time setting: 15:15:47

00:06:47 (since last boot) CONFIGURATION saved by TR69

00:06:31 (since last boot) FIREWALL event (1 of 1): deleted rules

00:06:31 (since last boot) GRP Default destination is routed via gateway 91.125.140.205

00:06:31 (since last boot) PPP link up (Internet) [91.125.140.205]

00:06:31 (since last boot) PPP CHAP Chap receive success : authentication ok

00:06:31 (since last boot) PPP CHAP Receive challenge (rhost = pcl-ag06)

00:06:30 (since last boot) PPP CHAP Receive challenge (rhost = bras-red5.gw-th)

00:06:19 (since last boot) SNTP Unable to contact server: 198.18.1.6

00:06:16 (since last boot) xDSL linestate up (ITU-T G.992.5; downstream: 6316 kbit/s, upstream: 444 kbit/s; output Power Down: 20.0 dBm, Up: 12.5 dBm; line Attenuation Down: 44.0 dB, Up: 25.5 dB; snr Margin Down: 6.0 dB, Up: 26.5 dB)

00:06:15 (since last boot) xDSL linestate down

00:06:13 (since last boot) PPP link down (Internet) [87.115.39.106]

00:05:50 (since last boot) xDSL linestate down

00:05:30 (since last boot) FIREWALL event (1 of 25): created rules

00:05:30 (since last boot) GRP Default destination is not routed anymore via gateway 87.115.39.106

00:05:30 (since last boot) xDSL linestate down

00:01:52 (since last boot) CONFIGURATION saved by TR69

00:01:14 (since last boot) FIREWALL event (1 of 6): deleted rules

00:01:13 (since last boot) GRP Default destination is routed via gateway 87.115.39.106

00:01:13 (since last boot) PPP link up (Internet) [87.115.39.106]

00:01:13 (since last boot) PPP CHAP Chap receive success : authentication ok
whelpton
Grafter
Posts: 104
Registered: 06-06-2011

Re: Two Problems

Tinto, Thanks for the additional logs.
I am trying to view the account on our side at the moment to see exactly what is going on, but I don't seem to be able to find you! I have sent you a PM in regards to this so I can find your account.
Thank you.
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: Two Problems

i have sent you a PM which was previously sent to Matt