broadband 6 weeks down

daytrader

I have a problem and looking for advice/help.

I have 3mb broadband with bt, not long upgraded from 2mb. Have it 3 years in this house, new house new estate etc.

Before xmas last my connection went down, just like that, actually not long after getting a virus and I was reinstalling windows for the second time and could.t get online after second reinstall. (might have something to dowith it)

Anyhow bt just passed onto eircom and I've a new modem and being downgraded twice and now on 1 mb and still no service and 6 weeks later.

I did all my own checks pre x mas but no one listens.

My modem (both modems) and my computer work in a bt neighbours house, his modem/laptop does not in mine, therefore hardware/password is ok.

all phones are disconnected and I'm connected direct to eircoms copper wires outside.

My dls connection is ok and eircom say there is no problem. But my internet connection is still down and bt say their not seeing me log in, which I try and cant.

I can pass all my pppoe test most times but always fail on the ip test and i cant ping any address.

Any idea's as no one is helping? Is it an exchange problem? Virus problem in their DSLAM.

everdead.ie

I had the same prob recently and it turned out all that had to be done was press the reset button on the back of the modem. you just have to hold it in till you hear a click if i remember. Unplugging the modem works wonders as well. I'm assuming your with eircom?

daytrader

Has being turned on and off many times. Used different modems. All work in other bt customer houses but none in mine. I'm with bt and they cant do any exchange fault finding and Eircom dont care much.

java

Ok, lets break this down.

Am I correct in understanding that you are getting a steady green DSL sync light and that your problem is you can't get web pages or ping them? Is your router assigning you a correct DNS server? When you ping it do you get a response?

To be honest, if your line is good, and you have a DSL connection, the most likely problem is a mis configuration on your router. BT should be easily able to detect this. Its not reasonable for them to leave you without a service for so long.

daytrader

Modem is set up fine. It works elsewhere. The dsl light is on and i sync fine. Eircom have brought me back to 1mb now and still cant log on in my house. Bt just pass it to Eircom and they say the line is fine.

daytrader

And no i cant ping anywhere only my modem. I'm sure Eircom would have this fixed if i was with them but bt and Eircom aren't working together on this. I'll be back on to them again in the morn and will post everything here. I'll log my complaint too as com reg need a complaint ref number.

java

Can you check your DNS settings in your router configuration? Sounds to me like a DNS issue.

If you have a working line and dsl sync, then eircom have provided their service. Suggest you raise a complaint with Bt because it sounds like they are fobbing you off.

daytrader

Sorry, not online, using mobile phone. Just checked. No default gateway or dns server got and its assigned automaticaly. So i'm not being assigned one. Bt say i'm not getting through to them as they cant even see me trying to log on and it should show.

daytrader

I've entered in the dns they use and it shows up but still no default gateway

daytrader

7 weeks now. Bt keep telling me not to log complaint against them as its Eircom's fault and there trying something else. Will get back onto com reg in the morn. Want this sorted now. Dd dew this week and i only use line rental for the dsl line. If they take money off me i've had enough of bt and will change to Eircom even if they caused this problem.

ronan675

Generally speaking in my experience if you have a DSL sync light then the line is perfectly fine and it's almost always a local misconfiguration of some sort. You mentioned you had no default gateway??

That would definitely stop you from having any connectivity. can you post the output of ipconfig /all ?

daytrader

My settings are grand. I keep telling them that. Cant ip config anything only my modem address. My modem worked fine for 3 years and works next door with my laptop but my neighbours modem and laptop does not work in mine. Dns does not matter at my end, its network assigned by bt.

daytrader

over 2 months down now, 4.7km from exchange and Line Attenuation 55.0 dB

Told this was too high, but eircom wont look at the line and bt cant.

Spear

daytrader wrote: »

over 2 months down now, 4.7km from exchange and Line Attenuation 55.0 dB

Told this was too high, but eircom wont look at the line and bt cant.

55 dB is nasty but still enough for 3 meg.

daytrader

Personnally I can ride out this, I'm letting this drag to find out who is at fault.

More will be revealed later.

daytrader

http://www.geocities.com/robinstown/dsldown.jpg ....my voyager readings

http://www.geocities.com/robinstown/dslworking.jpg my voyager readings in someone ekses house.

Line attenuation high but remember I was flying on 3meg, downloaded windows xp service pack 2 in a jiffy just minutes before connection went, and that was over 2 months ago. All my neigbours are fine, I live in a new estate, I'm wired direct to eircom's copper wires, no phone lines in house, have my phone dissconected since to isolate this problem.


Keep this post near the top, You'll all hear more yet, but I can play the waiting game.

Redshift

daytrader wrote: »

http://www.geocities.com/robinstown/dsldown.jpg ....my voyager readings

http://www.geocities.com/robinstown/dslworking.jpg my voyager readings in someone ekses house.

Line attenuation high but remember I was flying on 3meg, downloaded windows xp service pack 2 in a jiffy just minutes before connection went, and that was over 2 months ago. All my neigbours are fine, I live in a new estate, I'm wired direct to eircom's copper wires, no phone lines in house, have my phone dissconected since to isolate this problem.


Keep this post near the top, You'll all hear more yet, but I can play the waiting game.

I had this exact problem for the last week and a half with eircom broadband, perfect DSL Sync but nothing but login failures on the router and no internet access, with the eircom modem plugged in I had solid green light on the DSL and a red light on internet. Like you it had been working fine and just dropped all of a sudden and never came back up.

After going through the motions with tech support over the phone they eventually passed it to the engineers in the exchange who started looking at it yesterday and fair play to the guy he kept me informed yesterday and today.

He finally got it sorted today and it was a configuration issue on eircom.nets' end of things, something called a calling station indicator was switched off on my line and the eircom engineer said I should call eircom.net back and ask them to switch it on and a quick phone call sorted that out.

About 10 mins later internet light turns green on the modem and it's flying it might be something you can suggest as the problem seems identical to yours.

jayflame

Hi

Line Attenuation too high.
You say you have connected directly to the cables outside. Have you disconnected from the cables inside as there appears to be some feedback on your line, hence the attenuation.
All other stats look fine but you really need to get that attenuation below 45dB. too much resistance on the line.

It looks like one of six things;

1. Telephone extension cable between modem and phone socket.
Telephone cables supplied with modems are longest that a DSL service can be guarenteed with.
2. Telephone adapters in phone sockets.
These are not DSL filters but allow multiple products to use the same socket.
3. SKY TV is not filtered or even "Hardwired" into phone socket.
SKY installation "engineers" have of late, been unscrewing phone sockets and connecting in a cable to run to the back of your SKY top box. This should not be done and should be filtered.
4. You have a monitored house alarm that is not filtered.
Basically, anything that uses the telephone line needs to be filtered, this includes panic and house alarms.
5. You have an internal wiring issue.
This will need to be checked by a qualified person, electrician or telecoms engineer. Unfortunately, Eircom are not obliged to check your internal wiring and may refer you to an electrician.
6. You are not on or are too far from the MDP (Main Distribution Point).

daytrader

All my internal wiring is disconnected, I don't even have a phone connected.

2 metres of extensiont to main phone socket and it's on the front wall with eircoms connection the other side of the wall ( about 30cm cable).

I was happily on 3 meg with an extension cable of 6 metres working fine for 3 years (was 2meg at the start) good speed etc, only down once about 2 years ago when half the town was off.

I'm in a new estate in town and no one else is affected.

daytrader

<He finally got it sorted today and it was a configuration issue on eircom.nets' end of things, something called a calling station indicator was switched off on my line and the eircom engineer said I should call eircom.net back and ask them to switch it on and a quick phone call sorted that out.>

Is this something bt can turn on or is it for eircom to check out in the exchange?

daytrader

http://whirlpool.net.au/wiki/?tag=DSLAM%20Speeds

55db should be ok, and i don't know what I was before I went off but I was on 3 meg and now cant connect on 1 meg.

also I can get the atm tests so maybe I'm ok at exchange level and all this is bt's fault? it's my ppp test which fail, sometimes I pass every test bar the "Test the assigned IP address" test.

I'll be very disappointed if this is bt's fault. Eircom have checked the exchange 5 times and say there's no fault.

alec76

daytrader,
bt tech support are next to useless . more likely it is smth to do with DSLAM port setting .
if yours dsl connection is fine ( what modem stats BTW-- like what is u speed synchronization to exchange ? 1024 down 128 up? ) and yours password working well at bt network from yours friend house ?
- i think only eicom can help u out ( cause bt does not have an acces to dslam )
well bt must contact eircom to fix this issue (well, we all know it is never gonna happen though )-and eircom will hardly be deal with u, as u are bt customer
call to bt and say, that u are switching to eircom in 10 days ( say that u already have placed the order with eircom - i mean normaly eircom giving you 10 days to change the mind-- after 10 days there is no way back)
so, tell bt

---

if they won't fix issue -- u'll become an EIRCOM customer in 10 days
i hope this will work for u

Bohrio

daytrader wrote: »

http://whirlpool.net.au/wiki/?tag=DSLAM%20Speeds

55db should be ok, and i don't know what I was before I went off but I was on 3 meg and now cant connect on 1 meg.

also I can get the atm tests so maybe I'm ok at exchange level and all this is bt's fault? it's my ppp test which fail, sometimes I pass every test bar the "Test the assigned IP address" test.

I'll be very disappointed if this is bt's fault. Eircom have checked the exchange 5 times and say there's no fault.

This is actually quite simple. Run a troubleshooting test on your voyager and check if you are passing ATM test. If you are not then the problem could be:

Wrong VPI/VCI Settings (should be 8/35)
Wrong username/password (remember to add @btbb at the end of the username)
Wrong protocol type, should be PPPoE (although Eircom's ASAM should accept both pppoe and pppoa)
Wrong encapsulation type, should be LLC

As you have already tested your modem on a friends house and viceversa, it is logical to assume that the root of your problem is none of the above there fore it can only be 2 things:

Problem with the PVC settings at the DSLAM
Problem with your internal wiring/socket

You said Eircom have tested this 5 times, nevertheless this doesnt necessarily mean there isnt a problem there as due to the amount of faults they receive per day is unlikely they check a fault twice unless is escalated, therefore booking faults without getting previosly escalated wont make a difference.

There is also the possibility that Eircom could be right and there is no problem at the exchange, that leaves the problem at your side.

Talk to BT on Monday and ask to talk to a manager, then ask them to escalate this to Eircom and wait for them to get back to you.

If you ARE passing the ATM loopback test then the problem is most likely on your side, including internal wiring.

Is the Internet light on the Voyager on? I suppose it isnt.

There is a very small possibility that the problem could be at the exchange or on BTs radius servers but this is very very unlikely and tech support should be able to spot this

Redshift

daytrader wrote: »

Is this something bt can turn on or is it for eircom to check out in the exchange?

Well it wasn't something the eircom engineer in the exchange was able to rectify, I had to call eircom.net, the ISP to get it fixed once the exchange engineer found out what the problem was.
Try and call them and ask them to check if it's on or off on your line if BT don't know try eircom.net if they are the wholesaler.
Somebody must have access to these settings for your line.

alec76

daytrader, what modem u've got?
if it is Voyager i can't help u out cause not familiar with this one
but if u within bt almost 3 years, more then likely u have old ZYXEL Prestige 660RU-T1 aswell
so go to Maintenance /System Status /show statistics/WAN Port Statistics
it will show either u connected to exchange or not




so if u are connecting to exchange, then DSLAM just not passing u to bt server for some reason

Bohrio

Redshift wrote: »

Well it wasn't something the eircom engineer in the exchange was able to rectify, I had to call eircom.net, the ISP to get it fixed once the exchange engineer found out what the problem was.
Try and call them and ask them to check if it's on or off on your line if BT don't know try eircom.net if they are the wholesaler.
Somebody must have access to these settings for your line.

BT and other ISPs customer's cannot and must not contact Eircom wholesale directly.

Eircom.net are Eircom retail which is a different company. If you ring Eircom wholesale (the number is no secret) they will ignore you and probably hung up on you.

BT has to do this, he will have to insist!

daytrader

my stats http://www.geocities.com/robinstown/dsldown.jpg

<so, tell bt

---

if they won't fix issue -- u'll become an EIRCOM customer in 10 days
i hope this will work for u > if it's a problem with the exchange why should I join eircom, thats like screwing my line up so I'll join them. If BT's at fault I'll join eircom maybe, but I want answers first. Too may people jump ship too quick and never wait to find the truth. Eircom can phone me and ask me back but not mess with my service so I'll come back.

<As you have already tested your modem on a friends house and viceversa, it is logical to assume that the root of your problem is none of the above there fore it can only be 2 things:

Problem with the PVC settings at the DSLAM
Problem with your internal wiring/socket> pvc settings maybe, internal wiring, cant see how as their is only 30 cm of cable from my socket to eircoms connection in the box outside the house and all other wiring is disconnected by myself. Could be something wrong in the manhole or eircoms box at the end of the road, some mess up when someone else was getting a phone connected?

<Talk to BT on Monday and ask to talk to a manager, then ask them to escalate this to Eircom and wait for them to get back to you>

this has being escalated to eircom twice and their 10 day wait is up tuesday when com reg step in.

<daytrader, what modem u've got?
if it is Voyager i can't help u out cause not familiar with this one
but if u within bt almost 3 years, more then likely u have old ZYXEL Prestige 660RU-T1 aswell>

correct I have both, i'll check the oter settings in a while

Bohrio

daytrader wrote: »

my stats http://www.geocities.com/robinstown/dsldown.jpg

<so, tell bt

---

if they won't fix issue -- u'll become an EIRCOM customer in 10 days
i hope this will work for u > if it's a problem with the exchange why should I join eircom, thats like screwing my line up so I'll join them. If BT's at fault I'll join eircom maybe, but I want answers first. Too may people jump ship too quick and never wait to find the truth. Eircom can phone me and ask me back but not mess with my service so I'll come back.

<As you have already tested your modem on a friends house and viceversa, it is logical to assume that the root of your problem is none of the above there fore it can only be 2 things:

Problem with the PVC settings at the DSLAM
Problem with your internal wiring/socket> pvc settings maybe, internal wiring, cant see how as their is only 30 cm of cable from my socket to eircoms connection in the box outside the house and all other wiring is disconnected by myself. Could be something wrong in the manhole or eircoms box at the end of the road, some mess up when someone else was getting a phone connected?

Could be the phone socket itself or even the NTP, or even those cables that you disconnected (if they are still connected to the socket)

Internal wiring is very tricky and eircom do not have to fix it as is not contemplated on their SLA with BT.

Remember that BB is only covered up until the exchange. On all those faults you have booked the Eircom engineer all he did is tested the port performance at the exchange, and to his understanding it was ok. If the problem is at your house or in between your house and the exchange Eircom/BT are not obliged to fix it, is up to Eircom's discretion...

sad but true... at least is like this at the moment. Some times, if the problem is in the line itself (not your internal wiring and not at the exchange), let's say, 1 out of 100 times, eircom might end up fixing it but it will all depend on how much it cost and honestly, how the engineer feels as they are under no obligation to do so.

You also mentioned an outage on your area? If that's the case then it would be interesting to know what happened exactly... Anyway it is important not to label things and remain open to all possibilities

daytrader

http://www.geocities.com/robinstown/Image3.jpg

Bohrio

daytrader wrote: »

http://www.geocities.com/robinstown/Image3.jpg

Well your PPP connection seems up

Do the following

Ping 192.111.39.1

then ping google.com

then ping 74.125.45.100

If you get a reply from any of them then run a tracert to the ip and DNS name please

Also, what are your networks settings?

run ipconfig /all on the command prompt, you can post it as a text file

daytrader

<Could be the phone socket itself or even the NTP, or even those cables that you disconnected (if they are still connected to the socket)>

their are no cables connected to my socket only the 2 copper wires from the box outside. Their is another cable that was hardwired in this that runs to the hall and bedroom and its removed. I've replaced eircoms socket last week to a standard one to remove any circutry problems in the box.

,sad but true... at least is like this at the moment. Some times, if the problem is in the line itself (not your internal wiring), let's say, 1 out of 100 times, eircom might end up fixing it but it will all depend on how much it cost and honestly, how the engineer feels as they are under no obligation to do so>

I more interested in finding the reason now and am still paying my direct debit. At least this might highlight someting or help other people in the future. I will see this out too the bitter end.

Bohrio

daytrader wrote: »

<Could be the phone socket itself or even the NTP, or even those cables that you disconnected (if they are still connected to the socket)>

their are no cables connected to my socket only the 2 copper wires from the box outside. Their is another cable that was hardwired in this that runs to the hall and bedroom and its removed. I've replaced eircoms socket last week to a standard one to remove any circutry problems in the box.

,sad but true... at least is like this at the moment. Some times, if the problem is in the line itself (not your internal wiring), let's say, 1 out of 100 times, eircom might end up fixing it but it will all depend on how much it cost and honestly, how the engineer feels as they are under no obligation to do so>

I more interested in finding the reason now and am still paying my direct debit. At least this might highlight someting or help other people in the future. I will see this out too the bitter end.

I wouldnt worry about your internal setup anymore as your ppp connection is us.

In regards paying for a service you havent used I wouldnt worry (too much) either, they will give you your money back (if the problem turns out to be on their side or if it remains unsolved)

Just check your IP settings first, do a few pings (ip and dns) and also, when you said you tested your computer on your neighbours house, does he have BB with BT? did you connect the same way you use to connect from home? (Wireless/ethernet)

daytrader

ping results

timed out 4 times.

settings are http://www.geocities.com/robinstown/Image4.jpg

Bohrio

daytrader wrote: »

ping results

timed out 4 times.

settings are http://www.geocities.com/robinstown/Image4.jpg

Thanks

Last thing, connect the voyager back please and run that ipconfig one more time.

Another thing, when you connect the voyager go to the voyager page (192.168.1.1) and run the troubleshooting test (top left corner) and tell me if it fails any tests.

Also check the Internet light, should be on

daytrader

from this morning, sometimes the ppe pass but not the ip address.

http://www.geocities.com/robinstown/troubleshoot1.jpg

will reconect now and ping

daytrader

internet light off, ping timed out 4 times again.

Bohrio

daytrader wrote: »

internet light off, ping timed out 4 times again.

PPP connection is down with the voyager

Are your username and password in the username and password field?

have you tried clicking on connect?

Sorry if it sounds dumb, just checking

daytrader

trouble shooting with my neighbours username/password. and remember my details never changed and they work on my modem in someone elses house.

http://www.geocities.com/robinstown/troubleshoot2.jpg

Bohrio

daytrader wrote: »

trouble shooting with my neighbours username/password. and remember my details never changed and they work on my modem in someone elses house.

http://www.geocities.com/robinstown/troubleshoot2.jpg

Well the internet light should be on now

So you are using your neighbours username/password? I assume he is BT then?

daytrader

have to go out for a while

daytrader

Well the internet light should be on now

So you are using your neighbours username/password? I assume he is BT then


No i just tried it to see if it works etc, I.m online using my mobile phone as a modem.

alec76

daytrader, i was away for the while
well m8--- it is nothing to do with your modem,wiring etc
-- you are connected to exchange-- no doubt there-- but u can't get to BT network -- that is the issue
-normaly wrong pass/username whould be the cause of it . but as far as u've tried friends modem with their pass ( password whould work at any bt broadband enabled line) and your modem with your password working well at friend house

---

NO ISSUE here
-99.9 % dslam issue IMHO
the only reason i told u to "switch "over to eircom again-- just to make BT moving their arses faster and starting to work with this issue--- they have extremly bad tech support and even worse customer services .

daytrader

just back and tried troubleshooting again with my user name password

http://www.geocities.com/robinstown/troubleshoot3.jpg

very interested if any eircom tech guys read this?

I'm only after answers here as this has being some puzzle.

daytrader

Well, today we will get to see if com reg have any control!

java

daytrader wrote: »

Well, today we will get to see if com reg have any control!

Have you raised an official complaint with BT as I advised in post #7? Otherwise Comreg cannot take action.

daytrader

Is this a dlsam problem in the exchange or are bt screwing me up.


recap time. I did recieve a bad virus before x mas. Bit the bullet and reformated and old hard drive after getting important stuff saved on dvd's.
Reloaded windows and downloaded service pack 2(xp). few drivers shots so onto dell website with tag number and got them. now ran virus software on old hard drive on origional drive but couldn't find any.

So then I wipe old drive and load ubuntu, wipe old drive and reinstall xp. all this within an hour. Download service pack 2 again and reboot and go to log on to dell website and internet is gone. JUST LIKE THAT. almost 10 weeks later and no better.

line attenuation 55db but sure maybe it always was. My line didn't deteriate from 3 meg to dead instantly.

Since then I've being run round the mill, check passwords, wiring, new modem, sure I eliminated all this the next day (check thread).

I really do think something fishy is going on with either bt or eircom.

java

daytrader wrote: »

I really do think something fishy is going on with either bt or eircom.

Daytrader, 4 pages on and your still no closer to getting sorted. BT is your provider, you pay them money, you are paying them money for a service they are not providing you.

People have tried to assist you, clearly your issues are out of our remit. A BT support person needs to walk you through your settings step by step.

I will say it again. Make an official complaint, in writing, to BT. Then if you get nowhere lodge one with Comreg.

daytrader

Java, my settings are fine and always have being fine. There is nothing wrong my end and i've known this for two months. It's an Eircom/bt problem and i'm stuck in the middle. Read the thread. I have complained to bt and com reg. Bt's ten day wait is over and now they have another ten days to fix it for com reg. I think the only way i'll fix this is too switch to Eircom and they'll fix the problem they may have caused.

java

daytrader wrote: »

Read the thread. I have complained to bt and com reg. Bt's ten day wait is over and now they have another ten days to fix it for com reg. I think the only way i'll fix this is too switch to Eircom and they'll fix the problem they may have caused.

I have read the thread - several times. And its confusing to say the least. Anyway, you've now gone the proper complaint route, so I'll leave it at that.

daytrader

And its confusing to say the least


Who are you telling, two months mulling on it.

And I don't think com reg will fix it.

Eircom have a second line wired into my etu box. I may ring and order broadband on that, interesting if I have 2 lines on the one cable, one with high attenuation and not working and the other low attenuation and working.

Then both lines could be high attenuation and only one working.

daytrader

daytrader wrote: »

And its confusing to say the least


just checking out the quote feature.