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Adsl router internet light

EdwardWatts
EdwardWatts asked
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I have a problem with a talktalk broadband issue. Just recently it lost the connection to the internet. According to talktalk all the lines to the house are ok. I get the adsl light green but the internet light is red. All the settings inc password & username are the same as when it was working. I have checked it at the master socket, and also with a new adsl router (the one connected is a Belkin), still the same. I have tried new cables  & filter between the pc, phone socket and router. Still red light on internet but green adsl light. I have contacted Talk Talk who insist the problem is not at their end, they will send out an engineer, but will charge £150 if the problem is down to my equipment or cables (the phones work ok on all phone sockets). Has any one got any ideas, before I risk paying £150 and call their engineer. Note. I am a computer technician, but this has got me beat!
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Dave BaldwinFixer of Problems
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Most Valuable Expert 2014

Commented:
My COMTREND ADSL router will turn the Internet light red during a brownout and only power cycling it (off for at least 5 seconds) will turn it green again.  The odd part is that it is usually working fine even though it has a red light on instead of green.

Author

Commented:
Tried turning pc & router off and restarting both to no avail, Also tried ignoring red light, but it wont open ie or firefox. As I said I am computer technician, and I run my own business. Strange thing is I have two customers with this fault, both on the same exchange, but one is with aol and one with talk talk. This is really frustrating.
Fixer of Problems
SILVER EXPERT
Most Valuable Expert 2014
Commented:
IE and Firefox should open (display) but not connect if it's a bad internet connection.  If it is your modem, check to see that the username and password for logging in to your provider are correct.  Might have gotten corrupted.  If the modem belongs to your ADSL provider, they should be able to log in to your modem and check it.

Author

Commented:
Thanks for your help, as it pointed me in the right direction. If the adsl light is on "there is no problem with the connection", the internet light being red or out means that there is a password or user name problem either at your end or the isp's.
I had thought that this was situation, but when I spoke to talktalk 2 weeks ago they assured me that the lines and their end was ok and and made no mention of a name or password fault,and insisted that there was a line or hardware fault at my customers end. As I had not changed any settings (neither had my customer), I proceeded to check all the equipment and lines to the extent of trying a new router, network card and cables to no avail.
After reading your post i checked with the isp on the off chance that the password and username were correct. This time I got through to an English engineer, whose first word were "don't bother checking your equipment the password is corrupt". Half an hour later, after inputting the password changes he suggested all is working correctly again. This experience brings seevral points to light.
1. How did the password/username get changed, as it had been working fine with the original settings (talktalk had problems with their servers recently, is this related).
2. Why did the first engineer not give me the correct fault, resulting in my customer in going 2 weeks with no broadband, and extra labour charges from me (which I have kept to a minimum)
3. Interestingly the same thing happened when I changed her router about 4 months ago, the original password had mysteriously changed. Although they insisted that the problem was at our equipment.
4. I need to be more confident in my knowledge when dealing with isp help lines, as you don't always get an informed engineer on the line.
I would like to comment on TalkTalks customer service, it's none existent. My customer put in a fault request informing them that she had no internet, and was told to ring back in 4 days. Unfortunately her father died during this period, when she rang back after 6 days she was told that they had "emailed!" her that the fault request was closed, and that she would have to start again from scratch (even though she explained the circumstances). When she asked why they had not sent her a letter, as her internet was down, she was told that this would have taken 2 weeks.  As an engineer dealing with home broadband instalations and isps, I come across this attitude more and more.
Finally My customer will be leaving Talk talk asp, and I certainly won't be recommending them.
Dave BaldwinFixer of Problems
SILVER EXPERT
Most Valuable Expert 2014

Commented:
You're welcome.  While I was reading your post, the internet light on my DSL router went red.  I power cycled it and it came back like I mentioned earlier.

Most ISPs or phone companies that provide internet service have the 'phone answerers' that you talk to at first.  You only get to talk to 'engineers' if you are lucky or your problem gets 'escalated to second level support'.  The first person you talked could have any number of reasons/excuses for not being able to help you.  Too often, they are barely more than secretarial help with a question and answer script on the screen.

The server problems could have cause the password problem.  Also keep in mind that most DSL modems are inexpensive, barely consumer grade equipment.  They frequently get too hot.  I proved one was failing from heat by putting a frozen pork chop on it to cool it down and make it work again.

Sending email to a customer who has no internet service is a classic.  Companies that are that ignorant should be left to go out of business.