Eclipse BB - no connection

legopony

Hi all,

I'm posting on behalf of my mum who currently has no internet access and hasn't had for over 8 weeks.

So...8 weeks ago mum's internet just stopped working overnight. The router had a constant red light on the "internet" section, with green lights on everything else (DSL etc).

We did the usual re-booting etc, and then called the ISP, Eclipse. Eclipse talked us through various things such as changing the filters and trying the router in the master phone socket but nothing worked. They concluded that the issue was with the router and that we should replace this. As the router was still within warranty we contacted the manufacturer (Zyxel) and waited a ridiculous length of time for them to replace it.

When the new router arrived the problem remained. We got an IT technician who we know to come out and he stated that the issue was not with the router or PC and that it was either with the phone line or the ISP (he said something about it not authenticating). To back this up he later tried using two other routers which both worked at his house but not at my mum's place.

We contacted BT and they stated there was no issue with the line.

I have a friend who is a telecomms engineer for BT, he came out and checked the phone line and confirmed that there was no problem with that, therefore no point in contacting BT again.

We contacted Eclipse again last Friday and after my mum had been on the phone with them for 2 hours she said the guy made a comment about copper wires and having to report something, then miraculously the "internet" light on the router turned red and the internet connected! The guy at Eclipse said he was unsure what had happened but said that he would look into compensation on mum's behalf and that someone would be in contact with her.

Mum used the internet last Friday night after it had been fixed, but when she attempted too use it again on Saturday the "internet" light on the router had turned red again and wouldn't connect. We contacted Eclipse again and they tried to tell us that the issue was with the router, we explained that this could not be correct and what had so far been done but they continued to say that it was not an issue with them. We asked them how the internet could have possibly begun working again the previous day and now stopped again and they had no idea. The only thing they could suggest was an engineer coming to visit at a cost of £180.

I have emailed Eclipse on my mother's behalf and asked them to escalate the matter to a supervisor / manager, but after 2 days we have had no response to this. I have chased it again tonight.

We are now stuck, it seems that everyone is saying that the issue isn't with them and as we aren't experts in any of this we are very unsure what to do.

Any advice would be great! Thanks!

kwikbreaks

If the DSL light is on solid then there is nothing wrong with either the line or the router. You friend diagnosis of "something about it not authenticating" sounds reasonable and means that id & password as entered it the router are not being recognised. That should be very easy for the ISP to check.

legopony

Hiya,

Thanks for your reply. We have tried re-setting the password etc with the ISP but still no luck and they are insistent that this is not the issue.

It just seems rather odd that it began working without my mum changing anything, whilst the ISP were investigating something and she was on hold. That implies to me that the issue is at their end? I'm no expert in these matters though!!

JJ_Egan

I would factory reset the router then make sure that all the login details are correct.
If its still not working connect directly to the rear of the master socket and test.

kwikbreaks

Even with no internet connection you should still be able to get into the router gui. If the DSL light is solid then that indicates (usually) that it has synced and checking the line stats via the router gui will confirm if that is the case. If it is (as I suspect) then it must be a problem with the authentication procedure.

When I first got ADSL i had something similar in that the login I had been given was routed by the BT network to a different gateway from the one the ISP had set my login up on. I doubt that is the exact case here as only seting up a login on one gateway seems very odd to me. Mine took a week to sort out as the ISP had no weekend support at the time and I was lothe to take time off so could only call Friday afternoons when I had a shorter day.