Cannot connect to internet, help please!!!!

burbs_2

Hi

A friend is having massive problems with connecting to the Internet. They had their phone cut off as they missed a payment. Basically it was connected again within a couple of days.

They are on AOL and everytime they try to connect the error box pops up with this message:

Modem unable to establish DSL connection.

They have spoken to AOL who tell them that it is a firewall problem, that it is not their problem and it is at the users end.

They uninstalled Norton a couple of days ago, i got them to reinstall it and see if that did anything, it didnt.

The problem seems to be completly from the phone line problem. Any ideas as i have said im going to go round and have a little look at it but would like to have some advice first?

Cheers

Phantom_Flan_Flinger

Is it possible to check if the modem/router has gained sync with the exchange?

Most have some indication, whether it be software or hardware.

burbs_2

Phantom_Flan_Flinger wrote:

Is it possible to check if the modem/router has gained sync with the exchange?

Most have some indication, whether it be software or hardware.

I dont know how to do that?

Phantom_Flan_Flinger

Can you tell us what modem/router they use?

mr_fishbulb

It sounds like the ADSL part on the phone line may have been disabled when it was disconnected.

They need to call AOL and get them to contact BT to check (as BT will not deal with the end user directly).

They might have to pay another £47 to be reconnected to ADSL.

burbs_2

Phantom_Flan_Flinger wrote:

Can you tell us what modem/router they use?

I will try and get hold of them, it wont be until after 6 though as she is at work. Is there any more questions i should ask her to try and make it easier for you to help me out?

Cheers

piltonvet

i used to get that all the time because of the new drivers.
try uninstalling and reinstalling aol software.
i was on version 8 when i had the problem tried eveything to fix it and got nowhere.
decided to install aol9 and eveything was back to normal,might be worth a go!

burbs_2

But how can i do all this when she cant get onto the net?

mr_fishbulb

When exactly did the problem happen?

When the phoneline came back on, or after they uninstalled Norton?

burbs_2

mr_fishbulb wrote:

When exactly did the problem happen?

When the phoneline came back on, or after they uninstalled Norton?

Ever since the phone line came back on. She doesnt believe the problem has anything to do with Norton, i just thought that maybe a cause. I doubt it is. It must have something to do with the phone being disconnected i guess now.

mr_fishbulb

If it was fine before without Norton then I agree with you that it's something to do with the line.

As I said somewhere further up, they will need to call AOL and explain what happened with the phone line. Tell them not to say anything to them about Norton/firewalls etc or they will try and fob your friend off.