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Cannot go online "DSL connection is down"

  Diemmess 10:16 17 Sep 2013
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Answered

Daughter is home from holiday to find she cannot go on line (AOL)

Messages include DSL connection is down verify if Speedtouch is connected. She no longer has any relevant paperwork. I have given her AOL help number

Is this a dud Router? I think she said it shows three lights.

  lotvic 23:06 17 Sep 2013

bumpkin, It was another forumite many years ago that first pointed it out to me. So all power to the collective think tank :))

  onthelimit1 08:15 18 Sep 2013

For broadband faults with an ISP other than BT, the ISP has to initiate the checks. As they have to pay BT, it's often difficult to get them to escalate the fault. If no joy when plugged into the master socket, she will have to try to persuade AOL to report the fault to BT.

  Diemmess 10:31 18 Sep 2013

You are all being most helpful.

Daughter had arrived home from her holiday yesterday at about 04:00 and is back at work today as a specialist nurse i/c in A & E at local hospital so I can't help her until she finishes her early shift at 15:00 today.

It may be AOL that have booked the BT engineer for Friday (hence the delay), but the heavy accents of AOL helpers nearly made the whole effort superbly unintelligible.

So I will visit her later today and see what I can do. It doesn't help that her PC is dismantled for space while builders are sorting her kitchen. Meanwhile up to her holiday she was using her son's laptop for the Internet. That wi-fi connection doesn't connect now either!

lotvic

I have an up to date Openreach box, fitted by a BT engineer, after a visit to sort me out when they had fiddled with my connection and speed had dropped off the clock. My daughter may not have such a fancy box with test socket, but anyway what result can I expect if I try this?

So if I stay off this thread for most of today I haven't lost interest.

  Diemmess 10:34 18 Sep 2013

You are all being most helpful.

Daughter had arrived home from her holiday yesterday at about 04:00 and is back at work today as a specialist nurse i/c in A & E at local hospital so I can't help her until she finishes her early shift at 15:00 today.

It may be AOL that have booked the BT engineer for Friday (hence the delay), but the heavy accents of AOL helpers nearly made the whole effort superbly unintelligible.

So I will visit her later today and see what I can do. It doesn't help that her PC is dismantled for space while builders are sorting her kitchen. Meanwhile up to her holiday she was using her son's laptop for the Internet. That wi-fi connection doesn't connect now either!

lotvic

I have an up to date Openreach box, fitted by a BT engineer, after a visit to sort me out when they had fiddled with my connection and speed had dropped off the clock. My daughter may not have such a fancy box with test socket, but anyway what result can I expect if I try this?

So if I stay off this thread for most of today I haven't lost interest.

  Diemmess 10:35 18 Sep 2013

You are all being most helpful.

Daughter had arrived home from her holiday yesterday at about 04:00 and is back at work today as a specialist nurse i/c in A & E at local hospital so I can't help her until she finishes her early shift at 15:00 today.

It may be AOL that have booked the BT engineer for Friday (hence the delay), but the heavy accents of AOL helpers nearly made the whole effort superbly unintelligible.

So I will visit her later today and see what I can do. It doesn't help that her PC is dismantled for space while builders are sorting her kitchen. Meanwhile up to her holiday she was using her son's laptop for the Internet. That wi-fi connection doesn't connect now either!

lotvic

I have an up to date Openreach box, fitted by a BT engineer, after a visit to sort me out when they had fiddled with my connection and speed had dropped off the clock. My daughter may not have such a fancy box with test socket, but anyway what result can I expect if I try this?

So if I stay off this thread for most of today I haven't lost interest.

Read more: click here

  Diemmess 10:43 18 Sep 2013

Oh Boy. So sorry. Trapped by very slow site and failure to realise I had started a new page.

  onthelimit1 11:26 18 Sep 2013

'My daughter may not have such a fancy box with test socket'

Unless it's an old property, she should have one. The benefit of testing there is it eliminates all/any other extension wiring in the house (which may be producing the fault).

  alanrwood 16:03 18 Sep 2013

I don't suppose it is something simple such as the phone line cann m ake calls and receive them but just no broadband. If so my first instinct would be to check that the ISP connection information ie logon and password are correct for the AOL to connect Also check that then router is set to automatically reconnect if connection is lost. There are also usually some tests that the router firmware can check itself so look in at the router first.

  Diemmess 13:52 24 Sep 2013
Answer

Problem solved.

Engineer from Openreach has cheerfully rewired the master socket and associated leads. No charge and properly back online

Daughter has had to be patient. BT having said the line was OK was pestered until they agreed to do a physical check.

One long mass of supposed help lines -

AOL, Talk-talk, have thick and difficult accents to trot out their mantra from the good book. "Bright Sparks" was mentioned but never appeared, and BT help which seems to have no direct communication with the engineers who are marshalled as "Openreach" was finally involved and in less than half an hour was job done and away.

  dangerus1 20:25 25 Sep 2013

I cannot understand why your daughter had to ring AOL as TalkTalk bought AOL and Tiscali and merged all three under the TalkTalk name, I was originally with Tiscali but when they united I kept my @tiscali.co.uk but had to deal with TalkTalk with any problems. They have been most helpful this last week and are sending me a new router. Your daughters "Speedtouch" device seems a touch old fashioned as that was the make I had quite a while back. Glad to see she has her problem sorted.

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