Tag Archives: ADSL

ISP tech support sometimes makes things worse

Computer Aid Posted on by

A lady had just moved into a new home… got her phones, internet, and cable TV working, with the help of a TV tech

He was even nice enough to install an ADSL filter to get her internet going.

After about 2 days, the internet stopped.

She called Optus technical support, and the support lady spend a good 2 hours trying to help, before saying that the problem was with the computer.

When I got there, the ADSL modem was showing all the correct lights, but I soon found out that the PC had no ethernet drivers.

In these cases, I usually just connect my android phone, switch on its USB tethered mode, so that it acts like a modem, and then download the drivers I need.

But the Windows 7 PC would not load the USB drivers for my phone.

OK, back to my office, and a virus scan detects no infection. I download the ethernet drivers from the HP website, and then the PC is back to working on my internet connection.

So what happened was: Optus tech would have guided the customer into removing the ethernet drivers (thinking they will automatically re-install after a re-boot)… and then ended up blaming a computer fault for the “extra” problem.

So, when I took the computer back, I assumed it would be a quick dropoff, plugin everything, check that the internet is working, and then leave…

But events often conspire against me.

Still no internet, but this time, I can connect to the modem, and I see it thinks there is no internet connection.

Maybe the modem is faulty, so I install a new modem, but I get similar same result: it connects, and both the link and internet light go on, but after talking to another Optus tech, I notice that the ADSL light has gone off. and the modem is trying to re-connect…

Thats odd! its almost as if there is no filter…. then the penny drops:

Excuse me Mrs customer: do you have any other phones connected in your house?

Mrs customer: Why yes! Besides the one in the computer room, there is also one in the kitchen!

A quick look shows that the kitchen phone has no filter. Once that is fixed, the ADSL light stops “dropping out”… but still no internet…

Back to Optus, and the tech says: hmmm, there is an issue on the line, I’ve raised a request, and if you wait on the line, it will be rectified in about 5 minutes.

After 5 Minutes, I’m asked to restart the modem… and finally, the internet is back.

ADSL filters and cordless phones

Computer Aid Posted on by

I had a phone call from a widowed friend to say her Internet was down. She had spent about 2 hours on the phone to her ISP (Clear) and all they could suggest was that her Modem (a Dynalink RTA1320) was faulty

I called yesterday and and found the Modem power LED was steady and green, the Ethernet and DSL lights were on but the PPP light would flash 5 or 6 times, then go out and repeat 10 seconds or so later

I was able to Login and retrieve the settings and then hooked up another RTA1320 that I had brought with me.

Exactly the same result… Hmmmmm… so not modem

I then hooked up a S/H D-Link DSL502T that I had also brought with me and after initialising, it was OK and going

What the Hell!!

I reconnected the Dynalink and still the same problem.

Next I unlugged the other 3 phones on the network. 1 x Panasonic Cordless and 2 x Analogue

After 20 secs or so the Modem fully initialised so we had an external fault somewhere.

I reconnected the 2 Analogue Phones (and their filters of course) and everything still worked 100%

So I plugged in the cordless and the fault returned.

A bit of head scratching, then as a test I swapped the filter on the Cordless (a D-Link filter) for one on the nearest Analogue phone (a Dynalink Filter) and the modem was rock solid.

I tried the other 2 modems again and they were both operating 100%

I left it like that, but I suspect that perhaps something in the Cordless Phone did not like the D-Link filter

Spurious RF perhaps?

I have no idea, but it works and I am happy with that.

Strage ADSL internet speeds

Computer Aid Posted on by

A few weeks ago a friend said he had bought a new toshiba laptop.  I suggested he should get a wireless router and he told me that a year ago when he changed his ISP, they gave him a wireless router (Thompson TG585V8 ) that was still in the original packing.  (Telecom/XTRA here now use Thompson exclusively.)

I offered to set it up and the swap went without a hitch.  I did a speed test and got 3/0.4 meg (common in most parts of NZ)

Then something he said made me ask if he had filters fitted and to my surprise it was no.  Had had installed his original DSE router and didnt know it was necessary.

He had 3 phones and the kit contained 2 so I fitted them and the speed jumped to 9/0.6

The following day he picked up one from me and rang later he rang and said it was now 14/0.7

Wow! This is the highest I have ever heard of.

We think that it because telecom here are involved in a Fibre rollout around the country and the fibre cable passes his street only  300 metres away.  As the largest High school in our area is near his house we suspect that there is a Roadside Dslam cabinet near the school which accounts for the speed.

There are some rather strange anomolies in speed.  I set up a standard (non wireless) connection in one street (also Telecom) and got 9/0.6     A few weeks later a neighbour directly over the road got the identical package and we got 3/0.4

Quite strange.  It can only be because of the condition of the copper part.

telstra and new Thompson Speedtouch 536

Computer Aid Posted on by

I’m setting up a new ADSL connection for a customer (very standard setup… laptop and a speedtouch 536 modem).

I’ve done lots of these, so I didn’t think I’d have any problems.

I do the standard Bigpond CD install, but part way through, it tells me it cannot communicate with the modem.

Now this is just not true! I can ping the modem, and I can ping the DNS servers beyond the modem.

Anyway, I figure I’ll do it my usual way: web interface to the modem.

I go to the “broadband connection” menu, and the DSL connection icon shows a green tick, but the internet icon shows a red cross. Ok, I click on the connect button. and it seems to connect correctly.

But still no internet access. The modem has all 4 lights on (power, dsl, ethernet, internet)

I do a connectivity test, and it fails on the last test (internet).

Since the modem probably doesn’t have the correct username / password, I search the menus for a screen that allows me to enter the correct logon info.

But I cannot find it anywhere…

I call telstra technical support, and the technician deduces that the line must be locked by another ISP. I doubt it, but its not worth arguing, so I let him pass me to the activations department… But they run their tests and can see no locks, and the line is setup for telstra. So I get passed back to technical support.

A different technician now tries to guide me through setting up the modem, but what he sees on his instructions is slightly different to what I see…

We eventually decide to try hitting the internet disconnect button, then the connect button. This time, I’m presented with an adsl username and password prompt (woo hoo!).

I enter the details, and I’m finally on the net.

Outlook express doesn’t want to connect to the email server, but a laptop and modem restart soon fixes that problem.

Given the customer is an elderly lady, she asks that I increase the text size. So I change the appropriate settings in the display control panel, in IE, and in OE.

Strange telstra ADSL problem

Computer Aid Posted on by

Customer would like her ADSL connected, her multifunction printer setup, and some basic training on using the PC, and spreadsheets in particular (given her accounting background)

To setup broadband, I do the usual: I connect directly to the modem using IE. I check the lights and the modem has an ADSL link (ie it knows it has an ADSL link to the exchange), but the username/password is invalid.

I try a few variations, but eventually decide to call telstra. They reset the password, I keep trying, but after 40 minutes, we decide to call back and ask for more help.

They try to connect using their own modem (and our new password), and it works for them. All we can think of, is that maybe there is a fault with the modem. Problem is escalated, and Telstra will get in touch within 2 days… So I leave, and promise to return to do some training after the internet connection is fixed.

ADSL and foxtel problem

Computer Aid Posted on by

This telstra ADSL installation seemed simple at first…

Plugged ADSL filters into the 1 phone, but still got no ADSL sync from the modem.

After some head scratching, the customer says: would foxtel interfere with it?

I say that I don’t think so… its a cable or satellite dish based system

At this point I’m told: no, there is a phone cable that goes from the wall into the foxtel box. Apparently its for some movie on demand system (I didn’t know it was available yet!)

I take a quick look, and yes, there is a phone line coming out of the wall, near the TV. I don’t trace it, as there are too many obstacles in the way… I just install a filter.

Now we have an internet connection!

I setup security and email, and answer a few minor questions.

I also ask that they test the foxtel connection… I wouldn’t want the line filter to disrupt the foxtel connection. but it all works well. Great!

The job is done, and I’m on my way again.

dlink dsl-200 … its very different! (and Dodo gives bad service)

Computer Aid Posted on by

I just got my first look at this beast today… Its slightly bigger than an ADSL filter.

It also has just 2 connectors:

  • A usb connector (where it also gets its power)
  • A standard phone socket

I don’t like it when modems don’t have ethernet connectors… it eventually leads to problems (although I shouldn’t complain, as it means more work for me)

Anyway, the ISP (Dodo) just ships the modem, with no instructions on what to do.

I just follow the dlink install CD & install the usb driver… then after experimenting with the settings (Dodo didn’t say what the VPI/VCI etc settings should be), and installing filters, I eventually get a solid ‘link’.

But how do I enter the ADSL username and password?

With most modems, its easy enough to figure out the modems IP network address, and then point a browser at this address (ie something like: http://10.0.0.138). After that, you just browse the modem menus and complete various details (particularly the username and password).

There is no indication, in the manual, on how to do this. Calling Dodo would be as exciting and useful as watching grass grow (and emailing them is not much better).

So I tell the customer (a neighbour) to try to contact Dodo, and I’ll do some research and get back to him.

I quickly find an excellent guide on the dlink website: dlink technical support. It even has hints for most major ISPs in Australia!

The bottom line is: the modem is setup like a dialup modem! You need to enter your username an password on the dialup window, with a weird ‘phone number’ (0,35)

I’m not sure I like this… It’s probably ok for people who are used to dial-up networking, as there is no learning curve. But I don’t like the lack of firewall, filtering, security, etc

However, I’m comfortable connecting to the internal configuration pages of most ADSL modems, and having complete control over all the modem features… this is just so different… but its probably dirt-cheap for dlink to make, so I guess I’ll be seeing more of these wacky modems in the future 🙁

Anyway, the customer gets the modem going, but spend a few days “connecting and disconnecting” just like using a dial-up modem, until someone tells him he doesn’t need to do that… just leave it connected all the time… this is just another confusing aspect that most dial-up users will encounter with this modem.

Fixing multiple problems

Computer Aid Posted on by

New customer needs some urgent assistance. There seems to be a few problems (fax answers when the phone rings… but fax should be on a separate line, computer only runs for a few seconds… up to 1 minute before shutting down, a new adsl modem has been installed, but not sure if it is running correctly).

Anyway, I go take a look asap. Fax & phone lines were reversed… easy to fix.

PC suddenly switches off after a few seconds & will not restart until power is removed for a few seconds… Its the power supply & it all works once I install a new power supply.

I check the inet connection, notice that norton IS has expired, so i install antivir ( http://www.free-av.com/). PC is needed urgently, so I leave it but arrange a time to return, so that I can complete installing antispyware & check windows update & answer any other questions.

On my return, I’m also asked to setup a laptop & 2 ipaqs (in a weeks time) She also needs help to move the computer setup to a new house in a months time.

Time to brush up on ipaq skills.

connecting a dsl modem to a 4 port router

Computer Aid Posted on by

I’m having some problems connecting an adsl modem to a 4 port router (both dlink boxes).

I take the dlink router ( D-Link DI-704UP ) back to office to test with my ADSL system.

Before I get a chance to properly test the router, my ADSL modem/router ( netcomm nb1300 plus 4 ) fails after 13 months (it had a 12 month warranty… grrr). So I quickly buy a single eth port router ( billion bipac 5102s ) & I connect it to my existing router (tp-link tl-wr642g, 4 eth ports, 1 wan port & a wireless AP).

I then notice that my original setup (the connection to the wireless router) doesn’t look right. It works, but the wireless router has 4 eth ports & a wan port & I didn’t connect the wan port to the original modem. The modem was connected to the second router via one of the standard ethernet ports on both boxes.

I decide to look into this further, as I might encounter many similar situations.

With next to no information available on the internet (or in the manuals) on how to connect an adsl modem & a router… I experiment a bit & I find 2 different ways to connect them:

How it should work: modem is set to bridge mode & then connected to the wan port of the router… The modem should now ignore its ISP details (I’m assuming a PPPoe internet connection, which requires a username & password). It should also ignore its DHCP & firewall settings. Now I enter isp details (username & password) into the router & make sure the router firewall settings, DHCP, etc, are appropriate. I can now connect 4 computers to the 4 router ports. The router is logging in to the ISP, with the modem acting as a conduit for the network traffic

Messy workaround: modem is set to router mode (make sure the DHCP server, firewall, etc., are enabled). The modem needs the PPPoe username and password. Connect it to one of the 4 ethernet port on the router (NOT to the wan port)… Make sure the routers (fixed) IP address is set to be in the same subnet as the modems IP address & DHCP pool eg: modem is 192.168.0.1, dhcp pool is 192.168.0.3 – 192.168.0.34, so change router IP address to something like 192.168.0.111. Now, disable DHCP on the router… let the modem do the dhcp allocations.
Reboot all devices & computers. Note that this time, the modem is acting as the nat firewall (instead of the router).

advantage: works with modems that don’t have a bridge mode (ie will work with all adsl modems)
disadvantage: you lose 1 ethernet port… so only 3 computers can connect instead of the usual 4.

Anyway, I take the router back to the customer & find that his modem doesn’t have a bridging function (but it allows for NAT to be switched on & off… not sure why)… So I setup the system the “messy” way, and setup shared windows drives.

There is a slight hiccup with being able to view the “program files” folder, but I put it down to an interaction problem between winxp pro and winxp home.

I leave it for the moment, as I also want to setup the print server function that is available with the router (it has a usb port).

I install the printer server software from the router CD, and then what? The manual is no help, & I don’t know how to print to the print server. I eventually decide to just connect the printer locally & share it out, so that the other computer can also print to it. Not as nice as using the print server function, but it works & its quicker than trawling the ‘net for an answer.

Update (June 2008 ): I’ve since found that most modern routers will now operate correctly by plugging the modem into the WAN port of the router. Very little else needs to be done… but some manufacturers still have WAN ports that don’t function correctly (particularly when isolating DHCP and IP addresses.

SMTP timeouts & email virus checks

Computer Aid Posted on by

A business customer rings with an odd outlook email problem: it keeps resending emails (multiple times)… which make the company look unprofessional to the recipient.

I do my usual badware & virus check, but find nothing (laptop already has the trend antivirus). So while the ewido scan is in progress, I do some ping tests & notice ping times around 1000 to 2000 ms (to google.com.au)… they should be around 200 to 300 ms.

I notice the telephone cable is plugged into one of those surge-protector boards. I bypass that, just to eliminate it from the equation… but nothing changes.

I then shutdown outlook, & everything is quick again…hmmm.

I look at the email sitting in the “outbox” folder, & it has an 8MB attachment… A touch large for an email attachment… it’s a tif image from a scanned image… and smaller emails go through without a hitch.

So I check out the ISP (telstra bigpond), to see what kinds of limits they have on their SMTP servers… there doesn’t seem to be any size limit, but after some more digging, I find some obscure references to a 20 minute smtp limit… ie if you can send an email within 20 minutes, fine (so the faster your internet connection, the larger the attachments you can send).

I suspect that if the email takes longer than 20 minutes, then the smtp server just truncates the email & sends it “as is”… At the other end of the connection, Outlook (or should it be called “Lookout!”?) gets an error message, so it shrugs it’s shoulders & tries again (thus multiple emails get sent).

Now I do some simple sums: assuming a slow adsl connection: 64kbitsps uplink, and a 9Mb email (90,000 kbits), then the email should take 90000/64 =1400 sec =23 minutes… but a faster adsl should not have a problem with this… and the customer is unsure of the adsl speed.

I also notice that trendAV also scans email (incoming & outgoing)… So scanning outgoing emails could slow things down a lot… I disable the outgoing AV scan… & I suggest that they try to keep attachments to below 2 or 3 Mb. Outgoing emails now work fine, as long as the email size is kept to something reasonable.

Everything else is fine… I find some spyware running on a second computer & install some anti-badware measures.

New laptop

Computer Aid Posted on by

Had a customer referred to me, indirectly, via a relative.

An elderly lady is feeling isolated & her niece thinks a computer will help her keep in touch with her sons & daughters overseas (I suggest skype & she seems to like the idea).

Having a quick look at the laptop market (new & used), & I’m mildly surprised to see that used laptops keep their value very well. A used laptop is about $700, a new one is about $1000). At these prices a new laptop is the best bet.

Anyway, they live about 1 hours drive away (sunshine coast), so its a long day.

I setup the laptop, spend about 1 hour teaching Dorothy how to startup & shutdown the PC, and how to play solitare (it helps a new computer user get used to a mouse).

Its amazing how easy it is to take simple things for granted, like typing, using a mouse, or even just walking down the street.

Anyway, she struggles with the mouse (I had quickly abandoned the laptop trackpad… it just doesn’t cut it when it needs to be used by someone unfamilar with computers).

The adsl modem arrives after lunch, so I spend some time setting it up, quickly show a few web pages (I had already installed skype), and then its time for me to go (another client at 4pm)…

I get a call the following day from Dorothy’s niece… seems like they were both impressed with my “patient and friendly manner” & Dorothy will call me soon to organise a date for another training session.

It’s people like this that make my work very satisfying.