Issues with Telkom "do" - Billion 400 and Mac

[MrTan]

Ok all, I've spent a day posting in the Mac section and now giving this a shot as it may not be a mac issue...

So, I'm in the Uk, my mother in law is in JHB, she's just got her ADSL connected and her Mac laptop, when the Telkom guy came around I had to speak to him to tell him how to connect it all, when he left it was working.

Later that day, it wasn't.

All the green lights on the 400G are green, she can log in to the web interface just fine, but the browser wont connect to any sites.

I've spoken to the Telkom help desk, they say all is ok on their end, line is synchronised and its connected.

The mac cant ping anything ,tried loads of addresses.

I've managed to get her IP address and I cant ping the router nor access it via the web.

She can't seem to find the menus on the routers interface to check if its firewalled etc.

So, does anyone here use this combination?

Is there a way to access this remotely?

Most importantly, does anyone know what the DNS settings should be on the router and on the computer?

Thanks in advance!

 

[BILLION.aire]

MrTan to access the Billion 400G router remotely, you have to enable remote access on the router. To enable the remote access on the router go to >> Advanced >> Configuration >> System >> Remote Access. Set the remote access to "0" and click on apply. Once your remote access has been enabled ask your mother in law to give you her WAN IP. To check your WAN IP click on status and on your right hand site under the WAN section you will see an IP address. You will use this WAN IP to access the router remotely.

I think your mother did not verify her ADSL line. If you do not verify your ADSL line within 7 days of original purchase, Telkom will disconnect the service. To verify your ADSL line go to www.telkom.co.za/verifyadsl, you will need your ADSL order number to verify your ADSL line. You can contact Telkom helpdesk on 10215 to request your ADSL order number.

 

[MrTan]

thanks for the reply...

I've spoke to Telkom and they say the line is verified, I don't know if it makes a difference but she had an engineer install everything so I'm guessing they would have done it then.

Maybe I'm wrong!

As for the remote access, I've read the manual and tried to talk her through that stage but when she clicks on Advance nothing on the screen changes. she only gets the status screen with the green ticks and her wan ip address on screen. I'm guessing there's some sort of compatibility issue with the interface script and Safari.

As for the IP address, she's given it to me but its not responding to me pinging it, I don't know if thats a security setting or what..

Thanks again!

 

[bwana]

thanks for the reply...

I've spoke to Telkom and they say the line is verified, I don't know if it makes a difference but she had an engineer install everything so I'm guessing they would have done it then.

Verified is one thing and connected is another. Have you confirmed with her that her username and password are correct?

Has she actually tried going to www.telkom.co.za/verifyadsl? What happened when she did?

You can probably also try setting up the PPPOE connection directly on her mac (the router should support it).

While you're in there check her firewall.

If the screen freezes when she's accessing the menus she just needs to hit refresh. The same thing happens with my billion.

 

[BILLION.aire]

thanks for the reply...

I've spoke to Telkom and they say the line is verified, I don't know if it makes a difference but she had an engineer install everything so I'm guessing they would have done it then.

Maybe I'm wrong!

As for the remote access, I've read the manual and tried to talk her through that stage but when she clicks on Advance nothing on the screen changes. she only gets the status screen with the green ticks and her wan ip address on screen. I'm guessing there's some sort of compatibility issue with the interface script and Safari.

As for the IP address, she's given it to me but its not responding to me pinging it, I don't know if thats a security setting or what..

Thanks again!

MrTAN: Are you able to access the telkom website (www.telkom.co.za)? I think she's still operating under the Telkom guest account. Contact Telkom on 10215 ask them to refresh your ISP account and give you new username and password.

Did you verify the ADSL line on www.telkom.co.za/verifyadsl? Do you know if the Telkom technician saved the configurations on the router?

 

[MrTan]

Bwana: she hasn't got the order number to Verify but I'll ask her to get it..

I'll get her to try the refresh thing to!

Billionaire: She can't access Telkom.co.za nor telkomsa.net which has made me think its a DNS issue, but she tried pinging telkom.co.za and nothing...

I'll get her to try some of these ideas for now.....

 

[bwana]

Bwana: she hasn't got the order number to Verify but I'll ask her to get it..

I'll get her to try the refresh thing to!

Billionaire: She can't access Telkom.co.za nor telkomsa.net which has made me think its a DNS issue, but she tried pinging telkom.co.za and nothing...

I'll get her to try some of these ideas for now.....

I'm only trying to find out if she can access that particular page - she doesnt need to have her order number.

 

[MrTan]

ahh ok, sorry I mis understood.

She only tried telkom.co.za, I figured she should at least be able to access that.

I'll get her to try that too!

 

[MrTan]

Update: you were right to try telkom.co.za/verifyadsl she could access that, so she calls 10215 to get her order number and they talk her through some steps to work out the router had a problem!!

I'm not sure what the problem was, it sounds like the router was hanging and they made her pull out the routers cables and do a whole new setup which seems to have worked.

I cannot thank you guys enough for your help, the mother in law and my wife thank you too!

 

[MidnightWizard]

I'm not sure what the problem was, it sounds like the router was hanging and they made her pull out the routers cables and do a whole new setup which seems to have worked.
I cannot thank you guys enough for your help, the mother in law and my wife thank you too!

Think of those *terrible* Telkom people and send a little praise to the ISP Praise wall.

Looks to me like the *fault* was not something they had a hand in.

MW