broadband problem with bt/postoffice switch

diddlydi_3

Just wondering if anyine can give me any help.
My elderly Father was persuaded by the post office to change from Bt for his homephone line only.
He has broadband provided by Aol.
The switchover date was December 14th & on this date the internet also stopped working -now the nightmare...

The post office say that as they are only providing the home phone & not the internet that it is impossible that the internet stopped working because of them & it must be another fault & and just a coincidence that it happened on the same day of the switchover.

Bt say "it is nothing do with us" (rightly I suppose)

When I spoke to Aol they said its nothing to with them & the router must have broken & its a coincidence that it happened on switchover day.
We tried a new router & it still does not work.

Now I am tearing my hair out,I have spent hours speaking to all three companies(mostly on hold!!)& I have no idea what to do next.:mad:

I am hoping that someone can give me some advice -I am finding it hard to swallow that it is just a coincidence that the internet stopped working the same day as the phone line switched over,but everyone is denying that it may be there problem.

Also my Father is happy to change back to BT,but I wonder if this will solve the problem

Any help would be very gratefully received
Thank you

albertross_2

It's upto AOL to resolve, they may need to liaise with BT or PO, but ultimately they are your isp.

We will need more info to help, router type, light status etc.

diddlydi_3

thank you for that albertross

The router was a netgear I think(I am back in London down,my Father is in northern Ireland)
Aol thought it might be a router problem,so my brother in law tried to put in a new router,but it still would not work.I will speak to him tonight to find out what the light status was.

Thanks again

MercilessKiller

So are you paying line rental to the Post Office or to BT?

You need to get the owner of the line to do a line test to ensure there's no fault with the line. If you can guarantee the line is working then it would look to be a router problem. Definitely look on the router to see if it can detect a line. If it can't, and you've tried 2 routers, try doing it in the test socket.

The test socket can be found behind the master phone socket. (which is located as it has a BT or a T symbol on it). Simply unscrew the box, and there's an empty socket underneath for testing which is a direct line. Try it through there and if it doesnt work, its AOL''s problem

diddlydi_3

Thank you for your reply.

The home phone service is now provided by the postoffice & my Dad pays aol for the broadband -would this mean that the phone line is owned by the post office? (sorry I find all this difficult to get my head around)

I will try to get my Dad to do that line test you suggest,the problem I have is that I am in London & he is in N. Ireland & he is particially sighted & quite deaf,which is why I am trying to sort it for him -can you imagine what it was like for him - hard of hearing person with strong northern Ireland accent -speaking to Indian call centre!!!!

I really appreciate your time