Loss of connection troubleshooting

[pappyon]

Would it be possible for the talktalk members forum team to provide a modem connection troubleshooting guide such as this one:-

http://www.plus.net/support/broadband/troubleshooting/troubleshooting_video.shtml

Had such information been available to me yesterday I might have been able to resolve a loss of connection problem without having to take up the time of 2nd line support.

In any event all I had to do laterally was switch my modem off for 30 seconds and back on again and the problem was solved.

Proof again I would think, that in a great deal of cases the fault does not lie with the ISP or a fault at the exchange at all!

[Chris]

It a very good idea.

I think that Assist&Go (found on the Connect&Go CD) aimed to do this. I know that it's being re-evaluated at the moment with a view to offering enhanced fixes, troubleshooters and diagnostics.

In the meantime, we'll look at putting something together here on TTM Web site.

As you say, always try switching it off and on again first :) (it's an old support classic)

[pappyon]

I will definitely check the installation CD. I have never had occasion to use it. It has never been in my machine.

As I stated recently in another thread on this forum, all I had to do was type in my username and password on my Zoom X5 ethernet modem console and I was connected to talktalk instantly and have never looked back apart from yesterday, and I can hardly blame talktalk for that!

[matt]

I'll let Chris write that one ... the main problem is its a classic gotcha ... not online ? Can't check.

I suppose we could include a summarised one on the mobile site.

[pappyon]

I understand what you mean by a catch 22 situation, but my idea was that interested talktalk forum members could print out the information provided or type out notes and keep them for future use when they couldn't access the internet due to their connection being down, which I would certainly do!

[matt]

I think its a winner definitely, although I am nominating Chris as the author of the article :)

[denise]

It a very good idea.

I think that Assist&Go (found on the Connect&Go CD) aimed to do this. I know that it's being re-evaluated at the moment with a view to offering enhanced fixes, troubleshooters and diagnostics.

In the meantime, we'll look at putting something together here on TTM Web site.

As you say, always try switching it off and on again first :) (it's an old support classic)



this disc doesn't work with vista, including right click run as admin or run in xp compat mode

[matt]

All new (V4) versions of the Connect & Go CD are compatible with Vista.

The V3 version was released pre-vista and therefore was not compatible.

[chaosinc]

In any event all I had to do laterally was switch my modem off for 30 seconds and back on again and the problem was solved.

Proof again I would think, that in a great deal of cases the fault does not lie with the ISP or a fault at the exchange at all![/QUOTE]

Why that conclusion? it coud still be with the exchange/ISP all you are doing by switching off is refreshing the connection??

[pappyon]

"Why that conclusion? it coud still be with the exchange/ISP all you are doing by switching off is refreshing the connection??"

Sorry then if I am not as clever as you are, what do you want me to do wear a hair shirt and beat my breasts?

[chaosinc]

"Why that conclusion? it coud still be with the exchange/ISP all you are doing by switching off is refreshing the connection??"

Sorry then if I am not as clever as you are, what do you want me to do wear a hair shirt and beat my breasts?


Why not! something new for the forum..... mebe put it on youtube?
BTW where do you buy those hair shirts?

[pappyon]

"BTW where do you buy those hair shirts?"

A job lot in M & S in the January sales.

I am afraid I am not much of a techy with PCs. I was only going by what I read on the internet.

Talktalk support gave me different checks to do and then told me it was my modem that was faulty, and to change over to the modem they had supplied. Rather than go to this trouble, I switched my modem/router on and off for 30 seconds and the connection was remade without any more ado.

That's the point I was trying to make about it probably not being a fault at the exchange or with the ISP.

I stand corrected!:o

[matt]

Hi guys, the fault can lie everywhere.

Some of the most common faults are in your premises

Faulty or incompatible internal wiring which is usually made worse because it doesn't always affect voice leaving you unaware you have a problem
Incorrectly configured router / modem
Overheating kit from being left on a carpet or stuck in a cupboard or under the yellow pages or a pile of post
Wireless congestion causing slow wireless performance which is perceived as a problem with the broadband connection. Changing to a less populated frequency can help but be aware of channel overlap
PC/Mac configuration can cause issues too, especially with PCs running out of date or no security software as Spyware can check up a large amount of bandwidth of both the broadband connection and the CPU itself. Full disks can slow things down as can all those helpful little background programs that sit checking for updates and providing helpful hints. Even browser issues can cause things to appear slow. Putting my MacBook running Safari against a PC running IE or Firefox and sites that look broken on the Mac suddenly are responsive on the PC.Once you eliminate the problems locally you then have the other issues to contend with line length, electrical noise etc all cause you problems.

Once you get to the exchange you can have issues such as wrong profile on your line, failed backhauls reducing capacity. Congestion. faulty MSAN cards, the list is endless.

You are both right, the occassional problem is usually fixable by the IT industry classic "turn it off and turn it on again" and this should be your first fix in any situation. If however, a problem persists then further investigation is needed.

[eddywolf]

i have this problem atm i been in touch with the helplines .. the broadband help says it a problem with my line ... the land line help say it a broadband problem this been goin on for over a month now im at the point of payin to get out of the contract with talktalk and goin elsewere i aint no tech expert i can run defrag on the pc and thats about it so can u please help , and can i be in nice plane english so us simple people can understand

[matt]

i have this problem atm i been in touch with the helplines .. the broadband help says it a problem with my line ... the land line help say it a broadband problem this been goin on for over a month now im at the point of payin to get out of the contract with talktalk and goin elsewere i aint no tech expert i can run defrag on the pc and thats about it so can u please help , and can i be in nice plane english so us simple people can understand

Which problem do you have EddyWolf ?

[chaosinc]

Hey Pappayon, seems the big brother Matt is pouring oil on the troubled waters --- we are both right! but we could also be both wrong?? mebbe we should get a job lot in hair shirts! might help M&S with their current provblem lollol
we could put the TalkTalk logo on them........:eek:

[eddywolf]

well the problem is i keep losin conedtion after about 5 mins online i gone through the checks that people say to do and done what they said on the help line

[HRAY]

Eddywolf have just sent you a private message in simple terms dealing with internal wiring (your problem) that hopefully will help you or eliminate 'you' as the problem.
TT guys on here do do their utmost (see their efforts on various topics) to help everyone with 'problems' which might be yours or TT or maybe a permutation of both for which again there are multiple causes/variations.
Give the TT guys here a chance before you become a martyr dressed in a hairy shirt

[HRAY]

Hi Pappyon
I have been on internet for more years than I dare to recall and as soon as I have a 'disconnected' problem am still tempted to phone service provider. How ever probably 'old age' as well as listening to music 'for ever' I have learnt several 'tricks'. Reboot pc, turn modem off/on (even give it a thump) and the 'worst' (actually usually works) just go to bed without it working and next morning the 'fairies' have been and all is cured and back to normal.