ADSL issue after moving home

[Accelebrate]

Moved home recently, transferred my BT number and O2 broadband as the new property falls under the same exchange. Phone line transfer went smoothly, and now a few weeks later the ADSL was scheduled to go live on Monday. Which it did, but it doesn't work.

The router isn't reporting any problems, I've also tried other modems that I used without fault at my old address, all of them sync and report that everything is OK but none of them receive any data.

I've spent getting on for four hours on the phone to O2 over the last few days who eventually escalate my case only to say 'I can see you've got a decent sync speed, everything should be fine'. I've also been told I can't cancel my service as I've agreed to another 12 month contract, despite not actually receiving any Internet.

I'm guessing, although I could be wrong, that somewhere down the line there's a misconfiguration meaning that I'm not authenticating properly when I try and make a connection or there's some sort of setting left over from my old address/number.

Here's a few screenshots from the router this morning...






(The Ethernet test always fails, regardless of how I connect to the router)

I'm on a static IP package, I've quadruple-checked that the settings should be the same as they were at my previous address with O2, so hopefully that isn't the problem.

Anyone got any ideas? I'm a bit of a loss, and if I have to spend another evening on the phone being told to renew my DHCP lease and then listen to the support chap sounding surprised when that doesn't help I might do something silly.

[itsnotarace]

You have a static IP but do you have a static gateway set? This will change depending which area you live so you may need to call o2 to get the new details.

[Accelebrate]

itsnotarace said:

You have a static IP but do you have a static gateway set? This will change depending which area you live so you may need to call o2 to get the new details.

Yes, static gateway is set to same details O2 provided me with in my welcome letter a year ago. I've checked that this hasn't changed over the phone a few times.

[itsnotarace]

Ahh sorry I didn't see the bit about being on the same exchange, in which case it won't have changed.

Can you ping the default gateway that o2 have provided?

[Accelebrate]

Not to worry.

I'll try and ping the default gateway tonight when I get home, that's one thing I hadn't tried.

I can't ping anything else, and traceroutes fail, data received has never increased above 0 bytes.



ETA - Just had a call from a 'level 2' chap at O2 to say the reason it's not working is a lack of static IP details... Err... No. I talked him through what I'd done so far and he basically admitted on the phone that it was probably an incorrect routing somewhere, he's going away to investigate so fingers crossed I might finally get somewhere.

Edited by Accelebrate on Wednesday 29th September 09:35

[itsnotarace]

If you can't ping the default gateway of your ISP it indicates a config issue with your equipment. If you can ping the gateway but nothing past that, then it indicates a fault with your ISP's routing. Should help you narrow it down a bit

[Accelebrate]

That makes sense, thanks.

I double checked the settings with the 'level 2' chap again over the phone, he gave me the same IP and gateway settings so hopefully the router is configured properly.

I'll try and ping the default gateway when I get home if O2 are still unable to locate the fault.

[Accelebrate]

Right, O2 eventually diagnosed a faulty port in my exchange, so they arranged for a 'lift and shift' my connection went down for a while and was restored last night. However the problem still persists.

I can't ping my default gateway, however I've checked the settings with O2 on numerous occasions now so I'm at a bit of a loss.

Do these stats look OK?

Uptime: 0 days, 13:49:35
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 1,347 / 18,603
Data Transferred (Sent/Received) [kB/kB]: 463.00 / 2.00
Output Power (Up/Down) [dBm]: 12.0 / 18.0
Line Attenuation (Up/Down) [dB]: 11.5 / 23.0
SN Margin (Up/Down) [dB]: 7.0 / 7.0
Vendor ID (Local/Remote): TMMB / BDCM
Loss of Framing (Local/Remote): 11 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 1 / 0
FEC Errors (Up/Down): 14 / 25,290
CRC Errors (Up/Down): 14 / 25
HEC Errors (Up/Down): 1,414 / 22

The SNR margin looks a little low, but it sustains a constant sync. It is now receiving very small amounts of data, in this case 2kB in nearly 14 hours, but nothing substantial.

[john_p]

Stats look fine compared to mine (BeThere)

Router said:

{Administrator}=>adsl info
Modemstate : up
Operation Mode : G.992.5 Annex A
Channel Mode : interleaved
Number of resets : 1

Vendor Local Remote
Country : 0f 00
Vendor : TMMB µ VendorSpecific : 0000 0000
StandardRevisionNr : 00 00

Downstream Upstream
Margin [dB] : 6.5 6.5
Attenuation [dB] : 26.5 13.5
OutputPower [dBm] : 18.0 12.0

Intrinsic/Actual Bandwidth %
Upstream : 100
Downstream : 93

Available Bandwidth Cells/s Kbit/s
Downstream : 31827 13495
Upstream : 3115 1321


Transfer statistics
Errors
Received FEC : 114793
Received CRC : 125
Received HEC : 89
Transmitted FEC : 0
Transmitted CRC : 11488
Transmitted HEC : 11117

So your ADSL looks fine, but the lack of an Ethernet connection is strange.
I wonder if they haven't set up the exchange up properly for your line and have connected it to the wrong provider .. I would try to escalate it with O2 even further. Are you absolutely certain your new connection retains the same static IP as the old?

Edited by john_p on Friday 1st October 11:29

[69 coupe]

I see you have a link, but no data flow, could BT have changed you login details?.
Are you failing authentication?

Just came from helping inlaw on AOL (yea I know)wanted to move them from a usb modem to a wireless router.
Despite have the orginal details the new router kept failing chap authentication lcp up then back down again, after a 45min wait to get through (Grr)they had updated the aol usb modem months ago with new login details without telling anyone. The Bast--ds.

Edited to add maybe you can try the bt test site, User: bt_test@startup_domain
though not sure if its still running look here- http://www0.more-solutions.co.uk/support/bt-test-u...

Edited by 69 coupe on Friday 1st October 11:29

[Accelebrate]

I had a similar problem with a friend on AOL a year or so back. Took a while to resolve.

Authentication isn't failing, from the modems point of view everything is fine. Managed to get hold of someone on 'level 2' at O2 again, they've agreed to remove my static IP and see if it'll work assigning dynamically. Fingers crossed...