netgear router cannot find ADSL signal

I am unable to set up my Netgear router as it cannot find an ADSL signal. I currently use a standard broadband modem without problem, apart from the occasional internet disconnections in the evening.
I have had the phone line tested - it's working ok. The router works in a different house so that is not the problem, we even exchanged the router for a new one and still have the same problem. My internet provider tell me that they do not "support" wireless routers and that I have to contact netgear. My laptop communicates with the router no problem, so the problem is between the router and the phone line/broadband.
I have tried several filters and also tried setting it up with our TV and cordless phone unplugged but this makes no difference.
I paid a tech guy from PCIQ to sort it out and he couldn't set it up either.
Any help would be much appreciated as we desperately need to get ouor wireless network set up.
Thanks.

1) please confirm the model of the Netgear router. Is it a router or a modem-router? You need a modem-router, not a router
2) check that the ADSL cable is plugged into the ADSL RJ-11 socket on the modem-router, not one of the RJ-45 ethernet sockets
3) trace the phone wiring which leads to the modem-router. Is it on an extension cable? If so have you plugged that extension cable into the PHONE side of an ADSL filter? If so, you've got it wrong and need to plug the extension directly into the phone box and put one filter on the modem-router end of the extension

I once saw a computer that would cause a router to lose its internet connection as soon as you switched the computer on. There must have been some high frequency output from the computer power unit and an unusual degree of crosstalk between the mains and telephone wiring. So try setting up you router with the laptop on battery and every mains appliance in your house switched off! If that works, start switching things on again until you lose your connection.

Did the PCIQ "tech guy" try his own computer with your router, an alternative router and a BT iPlate? I would try all of these. But some tricky connection problems like yours can take hours and hours and sometimes the support of BT to fix. Because I generally take pity on my customers and don't charge them the full cost of my time, this type of problem probably earns me less per hour than anything esle I do.

By the way, Jon's suggestions are all good but I was rather hoping the tech guy you saw would have tried and eliminated these possibilites and so it would have to be something more subtle.

another final gotcha...
is the ethernet cable from the modem-router plugged into the ethernet port on the PC? or the modem socket....?

Thanks for your replies. We have a Netgear modem router DG834GT. We are not using an extension cable. The cables we have put into the router are in the correct places.
The router fails to find an ADSL signal before I attach the laptop to it (following the instructions). The only things switched on in the house at the same time when I have tried to connect are the cooker clock and a couple of lights with low energy bulbs so it is unlikely to be interference from them.
Thanks again.

I'm guessing that you've got a BT telephone line? Unfortunately, very few of the people here are likely to have the necessary test equipment to pinpoint what is going on! The problem here is often that the broadband suppliers are starting to try and tie the customers to specific routers.

Why?

Because it makes support a lot easier for them,as their 'monkey' support staff only have to read down a check list to see whether the system is OK. Really annoyingly, some of these suppliers (BT included), now change settings on the router without informing the customer. Recently BT reset a whole load of BT Home customer's wireless passwords and admin passwords to the serial number of the modem. Whilst this was associated with security, (problems with people hacking using the defaults)I find thoroughly inexcusable that individuals have to ring a premium rate line or call out a specialist in order to correct their tinkering.

If you find the right person with the necessary equipment to look at the ADSL signal, I suspect that the fault finding will be a breeze (possibly something really simple like VC Mux settings), but the default modem provided has these settings hard coded, or something else really easy to overlook.

Unfortunately, trying to find the correct person in a tech support department to help with this is often very difficult.

Let us all know who the supplier is:)...plus we might be able to help with some of the settings?

My phone line is with Talktalk one tel (they tested the line and said it was fine) and my broadband is with Tiscali - it's 2.2MB when it connects (but contract is up to 1MB).
Thanks.

Hi Sarah,

Have you configured the router for PPoA or PPoE?

And make sure that it is set for VC-MUX and 0,38

Sarah, have you actually tried any of the suggestions given so far? We will not be able to help much further without some feedback.

Thanks again!
How do I set the router to PPoE or PPoA and VC-MUX and 0.38?
I think the ethernet cable from the router is plugged into the ethernet port on the laptop - there's only one place it will fit and I've followed the instructions on the Netgear box.
Jon - I've checked everything in your first post and it's all set up correctly.
The PCIQ man did not try a different router with our phone line and didn't try the router with his computer - he did find that my laptop was communicating with the router without a problem and that the problem is definitely somewhere between the router and the phone line. I have tried the router at my sister's house and it picks up an ADSL signal straight away.
The modem-router does not pick up an ADSL signal even before I have attached the laptop - according to Netgear and the PCIQ man it should find a signal first, before the laptop is attached to it. It makes no difference to the signal (or lack of it!) if I attach the laptop.
Hope that helps!
Sarah

No-ones said it yet, so I will. The first problem is the combination of TalkTalk and Tiscali. Whatever you may have been sold, I do not believe it is possible to have Tiscali broadband on a TalkTalk line. The only exception would be if the exchange has not been unbundled by Tiscali and they are just reselling a BT line to you.
I would either get the phone live reverted to BT, or go with just one provider for both phone and broadband. It makes it easier to resolve these problems. Which exchange are you on? If you plug he details into http://www.samknows.com/broadband/search.php
you can check to see who offers unbundled service on which exchange

Also don't overlook the possibility that ADSL may be enabled - but on the wrong line. I've come across this five or six times in the last couple of years. It means the line checks out OK, because the incorrect ADSL taps mean the wrong line is checked! TalkTalk seemed to be the main culprits for this, though I've also seen BT foul it up

Another possibility is that you have a "stale" ADSL session on the line. This happens when an ADSL connection crashes, but is not reset at the exchange end. To the network the user is still connected, and this prevents them reconnecting. The answer is to get the ISP to physically turn the connection off at the exchange and re-enable it. I've resolved several problems like this, but usually only after a lot of verbal bullying of the call centre staff, who true to form don't know what I'm talking about. Also true to form, this seems to happen most often on TalkTalk lines....

Interesting ideas there. I had wondered about the combination of Talktalk and Tiscali and am keen to switch to Tiscali for everything because I am fed up of Talktalk constantly hassling me to get their broadband!!
I assume that the ADSL signal is ok because I already have a modem on that line. Or should I not assume that?
I'll have another look at your post tomorrow - it's getting late now.
I'll keep you posted!
Thanks again, Sarah

If you ask BT if there is a problem with your ADSL they will always deny it. They will tell you they have tested it and it is fine. Tiscali and/or TalkTalk may be simply reselling a BT conection, so they are tied by the BT answer.

The solution is to ensure the ADSL actually works by trying another router, preferably with another computer.

Some engineers offer "no-fix, no-fee" arrangements, which can limit your potential cost if they are unable to fix the problem, or at least highlight the most likely problem area.

(Having said that, if I offered no-fix, no-fee and discovered I couldn't fix it because BT have been economical with their truth, I would still feel justified in charging for my time.)

Sarah,

Jon has some good suggestions there but can you try this please (you never know...)

Open up your web browser and in the address bar put 192.168.1.1 and press enter

That will open the router configuration page and it will then ask you for a username and password. The defaults are admin and admin.

Hopefully there will be a configuration wizard that you can use that will ask you for the encapsulation type (PPoA), username and password (supplied by Tiscali),

I'm working from memory here but that should be all it asks you. Finish the wizard and then give it a minute or so to restart etc. Once it has done so then can you try the internet and let us know which lights are on on the front of the router and whether or not they are flashing or steady?

Thank you :)

Sarah
never assume anything!
Another point is that most ADSL networks require the modem to be set to PPPoA / VCMux. However TalkTalk's support staff consistently say their lines should be set to PPPoE /LLC (personally I'v found PPPoA works better whatever they say, and one or two of their second-line staff persist in recommending that)
If you've been talking to TalkTalk staff trying to resolve this, or if someone has set the modem up assuming you have TalkTalk ASDL its quite possible it has the wrong settings. And they wont work

going off on a tangent here slightly, but possibly relevant. While out on visits I test lines with my laptop and an old Fujitsu FDX-310 ADSL modem
Theres something about that modem which seems to kick recalcitrant ADSL lines into life. Many times I've plugged it into a "dead" ADSL connection, immediately connected, then plugged the router in and all's been well. I can only assume it induces some kind of voltage drop which resets the line. Suggestions welcome!

I have seen a broadband line that would work with an older BT Voyager router but not with a new BT Home Hub. I'm not sure if it was a problem with the line or the Home Hub. Having eliminated anything on the premises that might have caused problems I had no option but to refer the client back to BT.

Another time I was setting up a new Home Hub for a client and could not find an ADSL signal. I phoned BT Tech. Support and the technician said he ran a test on the line and it was fine. A little later it emerged that the broadband connection had not been made at the exchange!!!

Come on guys, keep it non-technical and the answers directed to the poster please. We're straying off-topic... :)

If you're trying the intsructions above please use 192.168.0.1 which is the Netgear default and not 192.168.1.1.
Also worth finding out what colours the internet light on the front panel displays following it being switched off/on (that's the light to the left hand side of the number 1 on the front panel).
Hope you get it fixed.

Sarah, you mentioned in your last post about having ANOTHER router on your ADSL line that works fine? Is that ringing alarm bells with anyone guys? Can you run several ADSL routers off a single line?
Sarah can you enlighten me on this comment please?

Well spotted Robin!

Sarah - you cannot have more than one ADSL router on the same phone line.

PCIQ People, Sarah also said (in her original post): " I paid a tech guy from PCIQ to sort it out and he couldn't set it up either."

SURELY anyone from PCIQ would look for and eliminate obvious problems like a second router (modem actually) on the same line???

Please switch to the Pro forum with replies to this!

Hi all! So many replies. Unfortunately I haven't got time to try out your ideas until this weekend, but I'll let you know how I get on.

Robin and Richard - I only have 1 modem attached at once!!! I just wanted you to know that my normal modem picks up an ADSL signal without problems. But I do unplug it when I attach the wireless one!

Thanks again!

Sorry Sarah, I draw a blank at this stage; I would need to visit and see exactly what's happening to sort it out. I'm sorry if you've had a bad experience already with a PCIQ call-out but that really is my only recommendation at this point :(

One thing that no-one has suggested, have you tried a different cable from the phone socket to the router. There is just a chance it is a faulty cable.

I know that this post is a little old however it may provide help to others. I have a netgear DGFV338
and lost inernet conection to the router after it had been stable for a year. After a lot of investigation and usless phone calls to BT who reall are useless, it transpires that BT are in the process of upgrading the ADSL signal nationwide, some routers will no longer work as a result without an ADSL firmware upgrade. If the router is an end of line product then the firmware upgrade may not work. The solution offered to me by netgear lEVEL2 SUPPORT was to use a cheep DM11P ADSL router ,which they provided free of charge to decode the signal, then feed that into the 10/100 socket of the DGFV338 which I use for the advanced firewall and routing features.BT want to be in control of the router setup etc,and they and disapprove of the use of third party routers, big brother or what?

sorry, but that doesn't ring true to me
BT have been progressively upgrading exchanges to ADSL2 for the last few years without too much of a problem, and your router is ADSL2 capable without needing any upgrades. Sounds to me more like a faulty router - and a misdiagnosis by the Netgear tech rep


As for BT being "big brotherish". They simply want people to use their standard gear (home hubs etc) because
1)it makes support calls a lot easier and cheaper when the support agent knows what he's dealing with - its impossible to train on all the different routers available
2) it helps to spread BTs "Phon" and "Openworld" shared networks

by the way - theres nothing special about the firewall on that DGFV338. Plenty of cheap routers have the same SPI firewall. The only thing thats unusual is that the WAN side has both ADSL and RJ-45 inputs, while the LAND side has 8 RJ45 rather than the usual 4
My belief is the netgear rep realised the device was faulty and didn't want to replace an expensive bit of kit - he gave you a cheap fix to fob you off

uuuuh..... that should read LAN not LAND

"….upgrading the ADSL signal.."

Richard H, Whoever told you this little gem needs to be shot for misinformation and getting you to fall for his /her windup.

another thing you might need to do is configure the username and password within the router. Do you need to enter these when using the modem?

Regarding the upgrade by BT.
Upgrading to Optics will not effect your service and if it is going to then they will notify you of any change before hand mainly due to individual working over the internet as their main job who can claim against BT for loss of earnings etc.

I would also suggest resetting the router if you have not already done so to clear it as this could have been a refurbed router that was sent to you. Also you should check to see if the router is DHCP enabled.

If the line works over a modem and not a router it is 99% not going to be the line but it could be a faulty router, cables, faceplate/filter so try using the ones that work with the modem.
I would also recomend getting the provider to change the pair at the exchange as this is a common fault

CM - Bugger off. This post is over a year old now and you've done nothing but drag it back up.

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