Router / surfing issue

[V8mate]

Weird issue. Can anyone light the dim lightbulb?

My Dad is with Orange for broadband. He got an email from them a couple of weeks ago, telling him the connection would go down for half an hour on Wednesday (two days ago - 24th March) for half an hour while they carried out an upgrade, which may enable him to get a better speed. Was a generic message, not aimed at him in particular as a result of a previous issue.

Since then, although his router indicates an internet connection, when he clicks IE, he gets his homepage (the Orange homepage) ok, but can't surf any further. My mum, on her laptop, gets her homepage (Google) but can't surf any further.

I'm not sure to what extent this might be cached content on each machine (I thought the Orange site would be reasonably dynamic), but I can't imagine how you can surf to one page, but no others.

He has called Orange; they insist his router is faulty (spookily coincidental with their changes!)

I can't get over to his until Sunday evening and the prospect of my mum and dad having to talk to each other all weekend is too much to bear. Anyone have an idea what could have happened, so I can get him to fix it over the phone?

[The Excession]

I'm assuming that they've do the usual turn the router and PCs off, turn the router back on, wait for the DSL light and then turned their PCs back on?

Beyond that, there's not much else they can do apart from raise the issue with technical support.

[V8mate]

I assume so. He's had a 'call back' from Orange and had someone take him through the router's settings.

Was wondering if there was some kind of DNS issue or which would create the surfing/non-surfing issue he's experiencing?

[Orange Response]

Hi V8mate,

Sorry to read of your dads problems. I work for Orange and may be able to help.

If you can ask him to email his landline number/broadband account number and best contact number to [e-mail], I'll arrange for a colleague to contact.

So I can pick up his mail quickly, please ask him to add 'Jonathan Orange Response' in the first line.

Hope this helps

Jonathan
Orange Response Team