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91
Networking & Routers / Re: Upgrading to Fibre due to start 3/10/19
« Last post by Simon on Oct 08, 2019, 21:25:37 »
Unfortunately, you would have got the out-of-hours team over the weekend, and I believe they can only offer limited technical support, but that's no excuse for promising and then failing to return phone calls.  I can only suggest that you try to phone during the week, if you have future issues, Lona, so that you get the actual IDNet support staff.

I hope things get sorted for you soon.
92
Networking & Routers / Re: Upgrading to Fibre due to start 3/10/19
« Last post by Lona on Oct 08, 2019, 18:27:33 »
Update......................

I had no connection Friday and Saturday. Phoned Idnet on Saturday morning and FIRST support worker said he would have to consult a colleague and he would phone me back.  I waited until 3pm in the afternoon and no phonecall so phoned them back. SECOND support worker checked to see if I was upgraded to fibre and said I wasn't so said to connect via adsl with new reuter. Still no connection after he talked me through the settings and and decided it could be a faulty reuter and they might need to send me out another reuter, he also said he would phone me back within half an hour.  No phonecall came so I phoned a third time. THIRD support worker said I wasn't on fibre as yet but he was going to look into the problem and phone me back. Again no phonecall so I phoned again and the Fourth support worker was a female and said I was definitely on fibre. She talked me through the installation and still no connection. She also said she was going to talk to Openreach and get back to me.  She didn't call back.  By this time it was into Sunday and I phoned again. Fifth support worker said there was a fault on my line and nothing would happen until Monday when Idnet would contact Openreach to resolve the problem. He couldn't say if was their fault or Idnet's fault.  He apologised but said nothing would happen until Monday.

I sat all evening thinking about it and decided to have another go myself at setting up the reuter.  I took the reuter back to the factory settings, set it up via the book that came with the reuter and got a connection first time.

That takes us up to Monday when somebody from Idnet actually took the bother to phone me.  His name was Ryan Elgar and before I could tell him I had a connection he went on to say there was a fault on the line and he was arranging for an Openreach engineer to visit my home.  I assured him I had a connection although speeds weren't great. He said that's because there is a fault on my line.   I said to him that I had enquired before upgrading that no engineer would have to visit my home and muck about with wiring and I was assured that they don't need to do that now and it could all be done with the boxes outside. This is now Tuesday evening, no engineer has called at my house.

I have praised Idnet endless times to my friends and been with them for years but the service I received at the week-end was atrocious. Had all those support workers taken the bother to phone me back at least to say they couldn't help is very poor customer service.  It's sad that a 76 year old woman could do what they found too difficult. :o
93
IDNet Help / Re: Routing problems?
« Last post by Simon on Oct 07, 2019, 23:57:26 »
Just don't tell them your name, Pike!
94
IDNet Help / Re: Routing problems?
« Last post by nowster on Oct 07, 2019, 23:17:59 »
In the immortal words of Captain Mainwaring "Stupid Boy" :laugh:
He can't call me that, can he, Uncle Arthur?
95
IDNet Help / Re: Routing problems?
« Last post by Adrian on Oct 07, 2019, 18:10:57 »
In the immortal words of Captain Mainwaring "Stupid Boy" :laugh:
96
IDNet Help / Re: Routing problems?
« Last post by Simon on Oct 06, 2019, 08:36:28 »
 ;D
97
IDNet Help / Re: Routing problems?
« Last post by nowster on Oct 05, 2019, 19:49:02 »
Sigh! User end problems. Ignore me. Modem had been rebooted, but the pppoe router wasn't.

(Why separate router? Netgears are good at some things, but they're rather dumb when it comes to IPv6.)
98
IDNet Help / Routing problems?
« Last post by nowster on Oct 04, 2019, 12:42:23 »
Trying to trace to my parents' ADSL connection (from multiple locations), the traceroute fails before it reaches IDNet address space, usually at the border router of the ISP I'm using. Is there a BGP problem?
99
Networking & Routers / Re: Upgrading to Fibre due to start 3/10/19
« Last post by Simon on Oct 02, 2019, 20:24:53 »
I think phoning IDNet might be wise, but out of interest, did any of the devices you tried to connect wirelessly 'see' the router, ie, did they pick up the SSID?
100
Networking & Routers / Re: Upgrading to Fibre due to start 3/10/19
« Last post by Lona on Oct 02, 2019, 18:12:29 »
Thanks Simon and thanks for asking how I'm keeping.  Getting older by the minute  ;D.

Went into reuter and got the wireless password but still no wireless. I can connect via ethernet, can't network both PC's. Connection is snails pace so I guess I'm not upgraded as yet.  Keep being disconnected. Last night I put back on my old netgear reuter and it worked a treat. Today Netgear reuter no longer connects so I assumed I was on Fibre.  Think I'll have to phone Idnet to see what's going on. :-\
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