Broadband down for 3 weeks, sigh

mcast123

mcast123

mcast123

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After almost a year of no problems my wanadoo broadband went down 3 weeks ago and hasn't come back up. The probable cause is they upgraded my line from 1Mb to 7.5Mb a week before it went down (they won't downgrade it). I have made about 20 calls to the ISP, who just keep saying call back again next week.

My netgear DG834G has no faults, latest firmware etc, 100% correct settings (I have the DG834G v1 and v2, neither work). The strange thing is the ADSL light is green and connected, both on the router and in the config. The connection status is "connected, 7328 down, 258 up", I have a 7.5Mb line. The problem is in the WAN status, "LCP is allowed to come up", but it doesn't and I can't get online. I have searched the web, the general concensus is a line fault.

Has anyone has got any advice, I've racked my brain and I'm out of ideas. I could change ISP but if it's a line fault it may not make any difference. I also live in central London so it's not a geographical problem.
 
They've moved you onto LLU by the sounds of it, which means that you're now connected to Wanapoo's DSLAM, rather than BT's. It's possible that there's a problem with the way you're setup on their equipment, or there's a problem in the exchange somewhere between where it leaves the BT frame, joins Wanadoo's kit and then rejoins the local loop out to line.

Wanadoo will probably have reported a fault to Openreach (BT) (who look after LLU circuits), who will have tested the line and it probably looks fine, as I assume your telephone is still working ok? That's as far as their remit goes.

Next step is to kick off with Wanadoo, they need to get someone to make sure you're setup correctly on their kit.


If you wanted to change SP, and you have been moved over to LLU then you can't simply migrate over to a normal SP. It'll have to be a cease and reprovide which'll take a few weeks to sort out. I think you can migrate over to another LLU provider, such as Bulldog, BeUnlimited to name a couple. Although whether this would solve your problem is dependant on what the problem actually is.
 
This may sound obvious, but you have you tried to manually force the connection by pressing disconnect followed by connect?

While I'm not on Wanadoo, I've had similar issues before where the router would report 'LCP is allowed to come up', but the router hasn't connected. Manually connecting in the way I described above has solved the issue.

Hav
 
phone works fine, I have tried many many manual discons\recons, reboots, hard resets, cold resets, software resets, new filters, no filters etc no difference.

Scottland - that sounds exactly what the problem is, time to read up on what LLU is. They did mention it was now on their "network" and phoning BT would not help. I have asked them to send me one of their crap USB modems as they said it would work, but they won't send one! If I speak to another ******* robotic idiot from somewhere in Asia, I will end up throwing the phone out the window.

Thanks for your advice all.

No swearing. Read the FAQs
 
On a non LLU circuit, when the copper goes into the exchange it goes onto the BT POTS frame, and then to the BT DSLAMS. With LLU, in your case it's what's known as a shared LLU circuit. This means that you have a seperate PSTN phone line, and LLU part of the line.

It's similar to the non-LLU circuit described above, but after the BT POTS jumpering, it hits something called a handover frame (HDF). There are 2 sides to this, one BT/Openreach and one the SP's, after this point it will go onto the SP's DSLAM.

Sometimes the SP will pay to house their DSLAM's in the exchange in a CoLo or Co-Mingling area, or they can run cables to a nearby facility and house the equipment themselves.

It can be quite diffucult to try and locate a fault on LLU circuits, as there's not really a current way to test the whole circuit, some of it BT/Openreach have to test, and some of it the SP has to test, in Wanadoo's case they outsource the maintainence to a 3rd party I think.

A lot of the time a fault can be located in the exchange when it gets passed from BT equipment to the SP, but as you have sync I would say it's unlikely in this case.

By the sounds of it, if there is a fault it is probably on the DSLAM or the homegateway/radius server. But I would try and get hold of another known working router/modem to test with. More so, one that is known to work at higher speed ADSL.

Also, try to speak to someone higher up. Team manager or team leader, if you're getting nowhere, maybe "threaten" complaining to OFCOM?
 
If it's synching up, it would seem unlikely that the issue's between you and the DSLAM, and more likely that Wanadon't have screwedup the authentication bit of it. That said, whether it's on LLU or not, it's still Wanadon't you have to phone - you can't phone BT Wholesale, and the Retail or faults monkeys can't touch your ADSL (since you aren't their customer, or the fault isn't with the bit they own).

You can get MAC keys for LLU though, and you can use them to migrate LLU -> IPStream (though it seems to vary with providers and whether you get someone with a brain when you phone).
 
tolien said:
You can get MAC keys for LLU though, and you can use them to migrate LLU -> IPStream (though it seems to vary with providers and whether you get someone with a brain when you phone).
Click to expand...

I wasn't aware of that, what does the MAC consist of? With IPStream or Datastream it's normally a BBIP/FTIP or DSUK isn't it?
 
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