I provide local IT support, which often involves hunting out broadband issues within the property. Its fairly rare to encounter a router that is in sync, has acquired an external IP address from the provider, the local devices both wired and wireless can communicate with the router, but unable to ping outside world or connect to internet (router can be pinged and logged into), SNR details don't seem to be particularly unusual.
In the last month I have experienced half a dozen of these. The usual troubleshooting has not resolved the issue. It is still present when connected to test socket, when filter changed, and spare router used.
It has happened across three different exchanges (the last couple of days I've had two on same exchange), it happens to BT retail product, talktalk llu and also to a provider called directsave.
As expected the customer support of the provider are not interested. Talktalk point blank refused to provide any support other than the standard troubleshooting. After two 45 minute conversations they offered to send a bright sparks engineer but it would take 12 days.
The two telephone calls to BT have not been particularly fruitful either. Despite me explaining all the steps taken, they insist on repeating the steps, and then blame the devices. Apparently all four / five devices that connected fine to the internet a few days ago have now simultaneously failed, and therefore not their problem.
Each telephone call takes the minimum of an hour.
I got the customer service rep to reluctantly forward the problem to tier two, who will not be able to phone back until the following day.
I can't be the only one encountering this.
Exchanges: Whitehaven, Carlisle, Hallbankgate
Edited by gazter (Tue 23-Sep-14 15:05:30)