Cannot connect to Internet!!

fitzmum

Hi - thanks again all,

I turn the computer off (and the modem) every time I finish with the computer so its not left on all the time anyway.

Supanet keep emailing me with this

Dear Customer

Thank you for your email


The account is ACTIVE

If the error reported still persists and you have completed the below checks:

1. Remove and reinstall the modem driver.(reset and reconfigure the adsl router)
2. Remove all splitters and extension cable, wiring.
3. Remove your phone, fax, house alarm and skybox off the line have just the
broadband adsl modem connected.
4. Test the adsl modem at the BT test socket.
5. Run a full spyware and anti virus scan on your PC.
6. Swap adsl micro filter.
7. If you have a firewall installed please check settings and attempt disable to
establish if firewall issue (ENSURE you re-enable after testing).

NOTE: If you are using a router ensure you test the router wired to establish if
problem occurs due to wireless connectivity.
For setup illustrations please refer to below:

http://www.supanet.com/help/help_broadband/help_broadband_modem/faq/72/faq_answer.html


NOTE: If a case is referred to BT for investigation into your reported fault and
BT's engineers conclude issue
lies with customers equipment, wiring drivers or setup you will be charged by BT a
sum of £144 to ovoid charges
ensure all checks are completed.

Please call:0906 700 1005

Calls to this number are charged at 50p per minute. Lines are open Monday to Friday,
9am to 8pm and Saturday and Sunday from 9am to 5pm.

Regards
Ejaz


I've tried most of the above apart from the modem driver (I'll do that when I get home) so i'm at a loss. Don't fancy risking a bill from BT for £144 either so don't know what do next really??

espresso

That is the standard monkey script that they have sent you. Ask them why you are now getting 'Error 678 - the remote computer did not respond' ?

fitzmum

Right I am home and have reinstalled the modem and I am online!! Hurray!!

Trouble is it s desperately, desperately slow Booooooooo!

The Rx Data is on 64kbps and the Tx data is on 672kbps

What is this and does it sound right?

Thanks again folks xx

mdbarber

fitzmum wrote: »

Right I am home and have reinstalled the modem and I am online!! Hurray!!

Trouble is it s desperately, desperately slow Booooooooo!

The Rx Data is on 64kbps and the Tx data is on 672kbps

What is this and does it sound right?

Thanks again folks xx

there is something definitely not right with those speeds, tx speed should be the lowest by a minimum factor of 4
unplug all phones and skyboxes etc, anything that connects to the telephone circuit in your house.
Faulty phones can do this but could also be a line fault in which case bt will ask you to do the above anyway

fitzmum

Hi - nothing else is plugged in

When reinstalling the modem I have a few options WAN line?? LAN Line?? which should I be choosing?

Can I adjust the speed elsewhere?

fitzmum

Further to one of the previous posts, could it be that I now need to wait 10 days for the line speed to be established??

Thanks in advance x

fitzmum

anyone?

paddytehpyro

The only thing I can find (Googled) is something about Broadband Max. I have never heard of it, or anyone having an unstable connection in the first 10 days on what I consider a 'normal' connection. From what it looks like though they are only measuring the connection and not interfearing with it too much.

All I can suggest is what plus.net say about broadband max and every so often turn your router off then on to establish a new connection. Each time this happens they try a different speed. However this may not apply to supanet.

mdbarber

paddytehpyro wrote: »

The only thing I can find (Googled) is something about Broadband Max. I have never heard of it, or anyone having an unstable connection in the first 10 days on what I consider a 'normal' connection. From what it looks like though they are only measuring the connection and not interfearing with it too much.

All I can suggest is what plus.net say about broadband max and every so often turn your router off then on to establish a new connection. Each time this happens they try a different speed. However this may not apply to supanet.

yes this may kick in if the OP has been transferred to a max connection
The exchange will sample the data connection quality and try to find a speed/quality
balance.
As this is not a router but a usb modem this may either speed up or slow down the operation, only bt can answer that one i'm afraid.
Supanet were one of the last of the isps to start offering the bbmax products they will probably have the least experience in dealing with these issues
The speed variations seem to my eye to be unrelated to this process, the usual problem is too fast connections for the line to use effectively.
This is the opposite, pointing to a fault on the line or the usb modem not being able to handle the bbmax speeds.
I suggest OP contact supanet and try to get a new router out of them but as she probably has been talked into a new contract, this may not be so easy.
If this does prove to be the case, it may be a question for the consumer boards ie has the new package been miss-sold.
Or of course the OP could always just buy a router

paddytehpyro

Yes the best course of action would be to contact Supanet. We can guess that the bbmax could be problem but they will know.