first time connectivity issues - Imagine IPS

[SurrealTiggi]

hi everyone, im a bit of an adsl newbie but im a little lost as to whats happening.
Just recently got my adsl line from telkom (384kbps), and also applied for the 192kbps uncapped account from Imagine IPS.
anyway went and fetched their router today, hooked it up, but I cant browse at all.
first of all, they dont allow me to access the router at all, they havent given me the username/password for my contract, which is all fair and good as they told me i should just be able to plug it in and it should work, no changes needing to be made.
my last guess is that the fact that i have a 192 account on a 384 line is causing the problem. but i for one am not convinced that that is the case since the router does sync.
my pc is setup to get an automatic ip and dns and all that, and im able to browse the telkom website through the guest account set up on their router...

like i said before, the imagine router does sync, and does authenticate as both adsl/ppp lights go on.
i can ping the router but any other attempt at pinging other sites just returns "host not found".

am i the one being an idiot or should i just take the router in? i have contacted them already so i'll hear from them tomorrow.

 

[matt156]

Hi SurrealTiggi

I'm sorry to hear you are having problems with your new router. All our routers are tested at our offices before being sent out, and I have just confirmed that yours underwent the required testing and our guys are pretty confident it was working before it left.

Unfortunately the Telkom test accounts only really test that your line is up - because browsing is so restricted they are not useful for testing higher level settings such as DNS servers, etc.

I checked into the progress of your report, and I see one of our technicians has requested that you bring the router in. We will test it here with you and make sure everything is 100%.

Rest assured we will resolve this matter as soon as possible!

 

[matt156]

Hi SurrealTiggi

Our technicians performed extensive testing, and found nothing wrong with the router or service. We were able to browse and download through the router at full speeds. Please give us a call from home so we can troubleshoot your home network.

Thanks!

 

[SurrealTiggi]

It turns out that it was a problem on Telkoms side, even after they had phoned me saying that the line was activated and even after i had already verified the line, they somehow managed to "reset" my account status, almost to the point of having to apply for installation again.
after almost spilling my guts over the phone with them I managed to sort it out and got it all working fine now.

Thanks for your help.

 

[matt156]

No problem, I'm glad everything came right! Enjoy the uncapped ADSL