I've got a strange problem...

Arzy

Arzy

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Since yesterday morning I've not been able to do anything on the internet, what makes it strange though is that my router indicates that I am synced and I can ping any location. Trying to view a website or connect to a server though just results in a timeout.

The interesting side of it is that I can ping any location, running ping -t on www.news24.com results in 3 succesful <60ms and then 1 timeout, 4 succesful <60ms and then 2 timeouts which then just keeps on repeating over and over again. With my limited knowledge I would guess that this is an indication of packets that are being dropped which in turn would explain my problem.

Has anyone else experience this? How did you get it fixed?

What I have done so far was to call my ISP (Axxess) and then Telkom. This resulted in:

Checking that my IE settings were on automatic;
Trying to use 3 different DNS servers;
Checking that the fault happens on two different PC, my desktop and laptop;
Trying 2 differnent browsers, IE and then the one ASUS ExpressGate;
A suggestion to uninstall my Anti Virus, which I didn't do;
Disabling my firewalls
Trying both the Axxess and Telkom guest accounts;
and finally 2 Port resets.

This morning I just lost my cool with Telkom and told them to just send someone out and to come check the line. At which point they informed me that they couldn't do this because the line was syncing and if they did come out and find no fault I would have to pay for it, at which point I started swearing...
 
Yeah they do know how to rev a person up,
but that point about anti virus is a must try, even if you just disable it.
 
I did disable it, just didn't see the point in uninstalling it. My laptop also has a totally different AV installed and has the same issue...
 
Well I reported the line yesterday morning, got a call from the techie saying that he was on his way and asked if I was home. Told him I could be home at 15:00 if he needed me and he said it was fine he would be working at the exchange so long.

Got home a 15:00, no techie, called Telkom again and they said the guy was still busy at the exchange. At 18:00 nothing had changed yet and I still hadn't seen the techie called Telkom again and apparently the techie was done for the day but he would be back again in the morning to complete the job, he had apprently noted that there was a problem at my exchange.
 
Guys, we are having the exact same issue since yesterday morning.

Things we have tried:

Swopping out our Dlink modem with the neighbour's working Netgear modem

Replacing the microfilter

Used two different PC's, one with Antivirus and one without any security software

Three different accounts, WebAfrica shaped prepaid, AXXESS uncapped and WebAfrica unshaped prepaid

Accessing both trough modem dial-in and PPPOE dial in

Changing DNS settings on modem

Disabling modem/router firewall

Disabling and re-enabling NAT


Was on the phone with Telkom last night for like 30mins, but the guy on the line did not seem to understand what the problem was - he did say that they were investigating the situation "remotely".

I do hope it gets sorted quick, we are having a WoW lan at our place this weekend and this could not come at a worse time.

If anyone manages to fix their problem please let us know here.
 
davemc said:
You also failed to answer my question.
Click to expand...

Hi Dave,

Sorry, I missed the question, I tried to verify but it requires an order number as well now and I don't have the original one anymore.

As I said, the Telkom techie that I saw said it was definately a fault at the exchange he was working on it. Will keep you updated.
 
Arzy said:
Hi Dave,

Sorry, I missed the question, I tried to verify but it requires an order number as well now and I don't have the original one anymore.

As I said, the Telkom techie that I saw said it was definately a fault at the exchange he was working on it. Will keep you updated.
Click to expand...

I think u get your original order number from the details page of your account on the Telkom website - if u have another means of connection like a phone, try that. I never received one and phoned them up - they gave it to me and i verified, saw later on on the site that its up there also.
 
Arzy said:
Hi Dave,

Sorry, I missed the question, I tried to verify but it requires an order number as well now and I don't have the original one anymore.

As I said, the Telkom techie that I saw said it was definately a fault at the exchange he was working on it. Will keep you updated.
Click to expand...
LOL

If you can access this page, but no other page, then your ADSL line has been marked as unverified.
This is part of Telkom's self-install procedure.
SOMETIMES though, they mark the wrong line for self-install.
This is what has happened to your line.

To FIX:

STEP 1 : Call 10210 (Orders)
STEP 2 : Nearly die waiting.
STEP 3 : Tell them you suspect that your ADSL line has been set to not-verified for self install.
STEP 4 : Ignore what they say and ask them to check if the line self-install verification flag has been set.
STEP 5 : Ask to speak to a supervisor.
STEP 6 : Ignore what they say and ask them to check if the line self-install verification flag has been set.
STEP 7 : Insist.
STEP 8 : Remain polite and keep insisting.
STEP 9 : Try not to slam the phone down when they realise that the line is set to "self-install must be verified", and click on the button to clear your line.

I have been here and done this.

This is good advice.

The self-install verify setting is on their system, but not on their procedure list.

I have already complained about this to 2 Telkom "supervisors".
 
Last edited:
I didn't access that page from home tried it here at work, can't do anything from home currently.
 
Thought I may as well post an update for Cloud.

The technicians have apparently now been out to my exchange and the issue I'm experiencing is due to a cable fault, no indication can however be given on when they will repair or replace the cable.
 
Arzy said:
Thought I may as well post an update for Cloud.

The technicians have apparently now been out to my exchange and the issue I'm experiencing is due to a cable fault, no indication can however be given on when they will repair or replace the cable.
Click to expand...

Thanks for the update Arzy.

Our line was fixed as well, the technician did something at the exchange. They did not give more details.

Really hope it doesn't happen again, it is really annoying.
 
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