Connection Issues
XP
Go to Start, Run and type in CMD then hit enter.
in the new window type ipconfig and hit enter, you will see the next screen:
You should see values for IP Address, Subnet Mask and Default Gateway, IP Address and Default Gateway should start with 192.168 or 10.0 as shown above. This tells us that the PC is receiving an IP address from the router.
You now need to run a ping test to check connectivity. Type in the following: ping 212.69.36.3 then hit enter.
Look at the line “Ping Statistics for 212.69.36.3” if they show Sent 4, Received 4, Lost 0, as shown above, the router is successfully connected to the Internet and receiving a response from our DNS server (212.69.36.3).
Now type in the following: 'ping www.bbc.co.uk' then hit enter.
If this also gets the same Ping Statistics this proves it is receiving a response from the BBC website and therefore when you open your browser e.g. Internet Explorer and type in www.bbc.co.uk into the Address bar and hit Enter the BBC webpage should load. If this is not the case please go to the Cannot View Web Pages section.
If you see “Destination host unreachable” or “Ping request could not find host” as seen below you should log into your modem/router and ensure the configuration is correct. (See Hardware Set up Guides and Basic ADSL Settings for assistance).
Once you are sure the configuration is correct and you can see the modem/router is in Sync please contact the IDNet Support Team and we will investigate further for you.
No Synchronisation
If you find your modem/router is not connected to the internet and the DSL/Link light is flashing it cannot synchronise with the broadband on the line. Only when the line is in sync will the connection be made. Faulty filters/hardware, noise on the line, exchange problems, faulty wiring can all cause no synchronisation on the line.
Before the matter can be raised to BT you need to make sure there the problem is not being caused by something in your premises.
Remove all filters and devices from all sockets on the broadband line. Plug a filter and the router into the BT master socket, after a few moments if the DSL/Link light is still flashing swap the filter with another one, if there is no change please contact the Support Team who will raise the matter to BT for further investigation.
If the light stopped flashing during this test and showed solid green this would indicate that a device connected to the line or the wiring in the socket you originally had the router plugged in to has developed a problem. Reconnect the devices one by one and check the light each time to find the problem device.
Intermittent Connection
If you notice the connection drops several times in a day you need to determine the cause of the drops. If you are using an Up to 8Mb service and you have an intermittent connection problem the exchange equipment will alter the profile down reducing your speeds in an attempt to stabilise the service. Only when the connection is stable will the profile be altered back up restoring your speeds.
Remove all filters and devices from all sockets on the broadband line. Plug a filter and the router into the BT master socket with just one PC connected to it. Complete full virus and spy ware scans on the PC and disable any P2P/file sharing software and any other programmes so that only the web browser is active.
Monitor the connection over the space of an hour or so, and answer the following questions:
- When did the problem first occur??
- How often does the connection drop in a day?
- Is there a pattern to the drops?
- Have you changed/installed anything since it the problem has been happening?
- Are you on a particular website when the drop occurs?
- Is there any relationship between incoming calls and the drops?
- Does the Ready/DSL light start flashing when the connection drops?
- Can you reconnect straight away?
- Do you have to reboot before you can connect again?
Swap the filter and where possible try an alternative modem and retest the connection, if there is no change please contact the Support Team with answers to the above questions.
Cannot View Web Pages
First of all we need to check if you can ping web addresses (URL). Go to Start then Run and type in cmd then hit Enter.
In the new window type in: 'ping www.bbc.co.uk' and hit Enter.
If you see 4 replies as shown above, click *Here to skip to the next stage.
Look at the line that says Ping Statistics, if it says Packets Sent =4, Received = 0, Lost = 4 you now need to see if you can get a response to an IP address. Type in ping 212.69.36.3 and hit Enter.
If you see Lost = 0 now this tells you that there is a connection to the Internet and it can resolve IP addresses OK indicating a problem with your DNS (Domain Name Server) settings. Go to Control Panel, Network Connections.
Right click on Local Area Connection and click on Properties.
Scroll through the list to Internet Protocol TCP/IP.
Now click on Properties, you should see the following window.
Click on “Use the following DNS server addresses” then type in the IDNet DNS addresses as shown above then click OK. Now try to ping a URL again, if there is no change log in to the modem/router and specify the DNS here, how to do this will depend on the make and model of modem/router for assistance contact the Support Team. If there is still no change after doing this please contact us for assistance.
*Packets Sent=4, Received=4, Lost=0 Your PC is getting a response from the BBC website indicating that your connection is up and resolving URL's OK. If you try to go to http://bbc.co.uk in your web browser (Internet Explorer/Firefox) and still cannot view the page you should check that your Firewall is not restricting your access, then go to Control Panel, Internet Options then click on the Connections tab.
Now click on the LAN Settings button at the bottom of the screen.
Ensure that the options in Automatic Configuration and Proxy Server are all un-ticked then click OK Close the web browser then launch it again and try http://www.bbc.co.uk.
If you still cannot see the web page please contact the Support Team for further assistance.