Cannot connect to Internet!!

fitzmum

:mad:

Hi All,

I have a Supanet Broadband account which was working fine until Monday. I was online when my modem connection light started flashing & I was hence 'kicked off' the connection.

Since then I cannot get back online. My Computer boots up ok - Modem Power comes on, connection light flashes then comes on static ok as normal but when I press dial, the port opens, its dials the number but after a while then I get ' Error 678 - the remote computer did not respond'

Coincidentally, when I checked my supanet emails from my work computer then following day I had a message from Supanet saying that my account had been successfully upgraded!! :rolleyes: Coincidence?

I have plugged the modem in while all the phones & sky are out, run a virus scan, done a system restore and nothing has worked

Any ideas anyone??

Thanks in advance x

PS dont now if its anything but we have alwys had a crackle on the phoneline if the broadband is on despite using a filter (and if someone phones the house while you are online it breaks the connection) but the crackle is much worse now ????

foreversomeday

The crackle and disconnection problem sounds like the filter is incorrectly installed. But that wouldn't cause your other problem. It does sound like a supanet problem to be honest, if it coincided with an "upgrade" :rolleyes:

Can you post a description of what lights you have on the router, which ones are solid, which ones are flashing etc? Also if any of them are a different colour ie orange instead of usually being green.

fitzmum

Hi - thanks for your help!

There are two lights on the modem - one which is always on ( a solid green light) - thats next to the ethernet lead that comes from the computer.


I also have another light that is next to the ADSL lead that flashes on & off (green) until it has 'found' a connection and then it is on solid green

This is how it has always been so I don't think its a problem with the modem??

Supanet have just sent me a link to the modem driver (i'm in work so can acccess net!) have put the compressed file onto a memory stick & will take home & re-install modem driver.

I still think its somethin to do with the upgrade though??

paddytehpyro

Given the closeness of the so called 'upgrade' and the failure that is the logical conclusion.

The crackling and such suggest the filter may be at fault but that has nothing to do with the connection failure. Either redo the filter or buy a new one. Or find someone you can borrow one from someone else. No point wasting money on equipment that may not be neccesary.

espresso

fitzmum wrote: »

Supanet have just sent me a link to the modem driver (i'm in work so can acccess net!) have put the compressed file onto a memory stick & will take home & re-install modem driver.

I can't see how a new driver will resolve this problem! The error is not even mentioned on their support page here

I still think its somethin to do with the upgrade though??

Agreed but it might be worth trying to check your settings here

They seem to have an expensive rip-off support line number:

Username, password and error 691 enquiries

If you have forgotten your username and/or password or are experiencing a 691 error, please use the following numbers:

Dial up customers please call 0906 201 2211
Broadband customers please call 0906 201 0090

Lines are open 24/7. Calls to these numbers are charged at £1 per minute.

.....................

fitzmum

Thanks for all your replies.

My account settings look correct - it now shows I'm paying £13.99 a month.

The reason I was upgraded was I rang them to query the price I was paying (was £17.99 a month) - they said they could do it for £13.99 a month and so they proceeded to 'upgrade' my account. Hasn't worked since :mad:

So much for moneysaving.......

mdbarber

It's most likely that your old modem can't handle the speed of the upgraded line
It may just require disconnecting from the telephone socket for a minute or two if its a router(some also require resetting) or may need replacing altogether
Get the model number off the sticker on modem and contact supanet to confirm it's suitability

espresso

mdbarber wrote: »

It's most likely that your old modem can't handle the speed of the upgraded line

It is the price that has changed not the service!

It may just require disconnecting from the telephone socket for a minute or two if its a router(some also require resetting) or may need replacing altogether
Get the model number off the sticker on modem and contact supanet to confirm it's suitability

It's probably just a con to get you to ring their rip-off support line number! Demand a free month for the problems that you have suffered due to their incompetence!

...................

S0litaire

Best thing you can do is turn your router off for 20 mins once a day.

The first 10 days of any ADSL connection are used to grade what speed to push down the line. It starts with the fastest the exchange can push and it steadily lowers the rate until the modem and the Exchange are both happy. This should only happen when a new ADSL line is activated but some ISP's run it every time there's a change.

But Contact your Support just incase their is a problem.

espresso

S0litaire wrote: »

Best thing you can do is turn your router off for 20 mins once a day.

Why? Read the thread again, it's the price that has changed not the service!

S0litaire

espresso wrote: »

Why? Read the thread again, it's the price that has changed not the service!

But the problems started AFTER they changed the service. They may have moved her to a different ADSL product internally. this may cause the Exchange to go through the line testing again.

But it was strange that the OP noticed the loss of line after the email saying the service was changed.