Help - Internet not working - Telkom or ISP??

[Ecco]

There was a power failure where i live on Tuesday night, ever since my internet has not been working. Internet light on the modem is off, all other lights are fine.

First thing i did was call up Mweb, go thrpugh the motions, they say i must reset the line. I get telkom to do this during the while i wasnt there.

Get home, issue isnt resolved. So I call up Mweb and explain the issue, I log into the router, and check the settings with the guy, and all settings are fine. We put in the telkom guest account details and still cant access telkoms website. Mweb says to contact telkom again. I call them up, they do some checks, lady says it looks in order, but to run a test i have to cut the call. The do the test and log a fault (notified of this via sms).

Today telkom guy phones my house and says they checked the line and all is in order. The issue is with my ISP, they close the fault. People at home test by going to telkoms website (i left the telkom guest account details on the router) Still not working.

So what do i do now? Telkom says its the ISP, the ISP says its telkom?

 

[PsyWulf]

ADSL light burning,internet light not,after having tested multiple accounts means the line can sync but not establish a PPPoE session,this is usually only fixable by actually replacing/changing your port at the DSLAM,get a mate with an ADSL router and a few accounts to go test it.

Then phone telkom,say the line can sync but cannot establish a connection,ISP is multiple ISPs including telkom guest,port has been recreated,tested with new adsl router

 

[Ecco]

ADSL light burning,internet light not,after having tested multiple accounts means the line can sync but not establish a PPPoE session,this is usually only fixable by actually replacing/changing your port at the DSLAM,get a mate with an ADSL router and a few accounts to go test it.

Then phone telkom,say the line can sync but cannot establish a connection,ISP is multiple ISPs including telkom guest,port has been recreated,tested with new adsl router

Thanks PsyWulf. Will see if i can get somebody elses router and a different ISP details to test.

But if i cant, you think telkom will replace/change my port regardless.

 

[PsyWulf]

Luck of the draw then,usually if you can confirm all i've mentioned they have no choice but to report a fault

 

[guest2013-1]

If your line syncs there's nothing wrong with the DSLAM port IMO. It's usually the exchange then.

But to be safe, test a different ISP with your settings (your router should have had some diagnostic/logging ability to tell you what is wrong, ie, LLC won't go up which means you can't authenticate to the ISP which means it's Telkom, or wrong username/password or whatever else it may be)

In the last 2 years or so there's been 3 incidents where I just couldn't connect to MWEB. I have a backup local-only account with a different ISP I use to test where the fault may be to confirm this before phoning around wasting my time with n00b call-center staff. 100% of the time the line synced, but couldn't connect to any ISP. This was a fault at the Telkom Exchange itself, not the DSLAM port or the ISP.

So when you do phone in, since they're ****ing idiots, don't say "I want you to reset my DSLAM port" or "the DSLAM port is faulty". Tell them that your line syncs, you've tried several ISP's and swapped out your router, yet you still can't connect to the internet. Also indicate that this happened on Tuesday.

Most agents will then actually do their job instead of gargling "nothing wrong" as per usual and CHECK if there's anything wrong with the exchange INSTEAD of checking your physical line (which should show no fault because it syncs and everything). Sometimes you have to go through 1 or 2 agents before you get one that actually knows WTF they're talking about.

I'm pretty sure they're aware of the problem. It's usually 24-48 hours before they fix it though, but don't be too shy to complain anyway.

 

[MWEBHelp]

There was a power failure where i live on Tuesday night, ever since my internet has not been working. Internet light on the modem is off, all other lights are fine.

First thing i did was call up Mweb, go thrpugh the motions, they say i must reset the line. I get telkom to do this during the while i wasnt there.

Get home, issue isnt resolved. So I call up Mweb and explain the issue, I log into the router, and check the settings with the guy, and all settings are fine. We put in the telkom guest account details and still cant access telkoms website. Mweb says to contact telkom again. I call them up, they do some checks, lady says it looks in order, but to run a test i have to cut the call. The do the test and log a fault (notified of this via sms).

Today telkom guy phones my house and says they checked the line and all is in order. The issue is with my ISP, they close the fault. People at home test by going to telkoms website (i left the telkom guest account details on the router) Still not working.

So what do i do now? Telkom says its the ISP, the ISP says its telkom?

Good Morning Ecco, please provide me your MWEB account details and I will ensure you receive the assistance you require. Looking at the information you have provided, it does seem to point to a line issue. The reason I say that, is due to the fact that you do not have sync using the Telkom Guest account either.

Please DM me your account details and I will see what I can do for you.

Kind regards