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If the internet light on the modem is green but the user cannot connect to the internet, most if not all ISPs advise performing a power cycle on the modem which usually resolves this issue.
What causes this? What can be done to prevent this from happening in the first place? Does the fault lie with DSL routers, the B-RAS or something else?
Thanks.
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Telling us the Make/Model of the modem may help get you a better answer.
Line One:- Zen - DrayTek Vigor 2600VG
Line Two:- EntaNet (Aquiss) - DrayTek Vigor 2600
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I think the green light would indicate that an ADSL connection has been established to the exchange. If you can't connect to the internet afterwards it's probably because the "login" to the ISP's network failed. I guess they hope that by restarting the router the next "login" will succeed. Sounds a bit flaky to me.
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This is a general problem and affects all types of routers/ modems from time to time.
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It's not a login problem because if the user credentials are incorrect, the user is taken to a landing page informing him to verify his credentials. The case I am referring to simply prevents the user from browsing the internet without seeing this page, and a power cycle without updating user credentials seems to resolve it in most cases.
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A multitude of different issues can cause the kit to lock up, the same as all electronic items. Perhaps searching the net would be a better idea rather than trying to pick peoples brains for a nondescript issue.
Dave
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Since it is affecting all types of modems, it is unlikely to be an electronic issue with a modem. Either it is a limitation in the manner in which broadband technology operates or some specific technical issue in the B-RAS; especially since most ISPs, worldwide, with their various type of hardware, seem to advise a power cycle to resolve it (ref: various ISP broadband technical support pages).
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I have never had this issue...so it's not all modems/routers.
 Comms is hard |
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I've never had that problem either. Are you saying it often happens to you?
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20% of our support calls are related to this. Proportion of modem type is in line with the general modem population of subscribers.
Other ISP's on their technical support pages do cite this problem (e.g. O2) and advise a power-cycle to resolve.
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Frankly the advice to restart the router seems designed to get the caller off the line!
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20% of our support calls are related to this. Whose support calls? Who are you?
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I work for an ISP call centre.
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I work for an ISP call centre.
It's not a "generic problem" it is just a lot of problems that could still exist while the internet is green.
-Router has frozen
-Computer did not get DHCP
-Stale DNS cache
-Wireless has stalled and failed to broadcast properly, or has momentarily stalled during the DHCP stage and the computer then assigned itsself an APIPA address for a while or something, a reboot of the router forces a disconnection and reconnection.
All those things can occur and stop internet browsing yet the router may still have a green internet light...
If the ISP you work for get this an extrordinary amount of times either the routers you are supplying are carp or there is something wrong with the ISP. Becuase I have never had this issue in the manner you describe.
But then again I don't need to tell you how stupid the average internet user is, they will do all sorts of funky and creative things to stop stuff working properly.
______________
Zen 8000 Active
Edited by Pipexer (Sun 17-Jul-11 13:35:49)
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Thank you for your post.
I would have thought it was our routers, but a good proportion of such calls come from people using their own routers.
This leads me to believe we may have a problem in our ISP core network. Any ideas on the core network side?
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Doesn't the router logs provide a clue?
Sounds like an ISP authentication failure or its authentication servers are down.
1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU BB => 2010: Orange 19 Meg Tweaked / 16 Meg Untweaked LLU BB
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Although not quite the same thing, i now someone who lives in the usa,Their isp AT&T , and the router sometimes suffers disconnections from the net due to the router randomly loosing auth (as the Internet light will change from green to red briefly ) before returning back to green, this is a common occurrence with that Isp as it appears in a number of forums
Edited by tommy45 (Sun 17-Jul-11 14:24:31)
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It's not a login problem because if the user credentials are incorrect, the user is taken to a landing page informing him to verify his credentials.
that doesn't happen on BT Wholesale circuits - if the credentials are wrong you don't get a PPP login and hence don't get an IP address.
Which ISP ?
Phil
MaxDSL - goes as fast as it can and doesn't read the line checker first.
MaxDSL diagnostics
Are your kids pirates ? Limewire, Bearshare, Kazaa, BitTorrent, eMule are all tools of the trade.
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This leads me to believe we may have a problem in our ISP core network. Any ideas on the core network side?
Over populated home gateway ?
Stale sessions ?
Bit sad that an ISP's tech support is asking for advice on this on a public forum. Has your sys admin guy got no answers ?
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