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General => Technical Help => Topic started by: jillruss on Thursday 17 January 08 17:34 GMT (UK)
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I wonder if any of you Computer buffs can help?
I've had Broadband for a while now - I won't mention the provider's name but suffice to say I live in an area where we don't have a choice - we have to go with this provider.
From the start, I've had problems with the connection cutting itself out roughly every half hour or so - sometimes less, sometimes more. I tried getting them to do something about it but they suggested it was something in my PC which was causing the problem. To be honest, I''ve been putting up with it and re-connecting every time it happens because I'm a bit of a wimp :-[ when it comes to computer -speak, which is all these customer service types seem to be able to talk to you in. I often don't understand a word they say, and they're not the most patient of people!!
So, at last - to my question! ::)
Is it likely that something in my PC is causing this disconnection and if so is there anything anyone can suggest that I can do about it (other than screaming )?
Oh and please - if you can help, could it be as near as possible to plain English?! Remember - I'm a computer wimp!! ;)
Thanks,
Jill
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:-\ Hi Jill ,
I know little about computers but I also suffer drops in connection, Sometimes none at all and at other times, several breaks during the time I am on line. Occasionally it takes several attempts to reconnect because it tells me there is no dial tone ::)
I sought their technical help ::) ::) ::) not very helpful, they tried blaming my connection and then decided it may be interference from something in the house. :o :o :o
I have put up with the problem, re-connecting when necessary, it can be annoying though when in the middle of downloading something.
Hope you have better results ???
Crystal :D
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Jill
I take it that you are with BT. I had masses of problems with them in rural Scotland. I think the best thing is to get onto their 'wholesale dept' and make a big fuss. We formed a local group.
Gadget
PS - it is likely that your PC is fine - they tried to fob me off with that one and then I said 'What, all 3 of them' :)
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Our broadband service provider (which I might paraphrase as "maiden"!) drops out from time to time. Very frustrating.
Usually little one can do. >:(
meles
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No, Gadget, I'm not with BT. I'm with Karoo which has a monopoly in this area because they (or a subsidiary of the same company) also provide the phone service.
My disconnecting isn't 'from time to time' either. I can pretty much guarantee that it will cut out within half an hour every time I connect.
I didn't really see how it could be my PC either when they suggested it but I don't know enough about it to argue with them! To be fair to them, the last time I reported it (by email), they suggested I ring them but - as I said before - I just can't be doing with all the jargon they throw at me.
It looks as though I'm going to have to face it though - I've tried listening to one of those radio replays recently but I couldn't get through a half hour show without being disconnected - and that was in the middle of the afternoon when I assume the connection wouldn't be that busy - would understand if it was early to mid evening.
I suppose what I should do is keep a diary for a couple of weeks logging exactly when it disconnects and then present them with that!
Jill
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I'm with the Supermarker where 'Every little helps'
I have times when I loose internet connection... repeatedly.
I have found it coincides with two things, wet and windy and 'orrible weather, and school holidays.
The rest of the time it's pretty good.
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I can only suppose that the thing that is allegedly causing your connection to drop is a lack of keyboard or mouse activity, rather like when your computer going into hibernation mode due to a lack of activity. For instance can a screen saver cause disconnection?
Have they offered you a clue as to why your computer would sabotage your connection?
Post their message to you here (the exciting bits) and we will see if we can understand it.
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It's certainly not happening because of lack of keyboard or mouse action - that's one thing I'm sure of!!
This was their first reply:
"On checking it seems that the problems you have been experiencing could be down to a fault we saw on your telephone line. We have made some adjustments to your line which should reduce the amount of disconnections.
If you could monitor the service over the next few days and if you are still having problems then please contact the helpdesk on ...
Hope this was of some help to you."
It made absolutely no difference.
This was their follow up:
"I have taken a look at your connection logs; from this we can see when your connection has dropped and the reason for the connection dropping. All recent disconnections on your account have been due to ‘user request’ – this means that your computer or router is requesting the disconnections.
Could you tell us if you are using a modem or router to connect to the service? If you are using a modem, it may be worth checking that there is no ‘idle disconnect’ option selected. To do this:
Open Internet Explorer and click tools>internet options>connections.
Click on your Karoo/Speedtouch connection to highlight it, then click on settings.
Click on the advanced button, here you will see the idle disconnect option – ensure this is disabled.
Click ok, then ok again.
Test your connection again. If it continues to disconnect, there may be a program trying to update itself on an alternative connection. Check for any software that may be doing this. Also, do you notice if the problem occurs when opening Outlook Express?
Any other information you can provide will help us diagnose the problem further."
As you can see, all very polite. I followed the instructions they gave (above) but when I got as far as Step 3 the Advanced button was not functional (i.e. not in black text) so I couldn't go any further.
I emailed them back to tell them this + that i was using the speedtouch device they sent me to connect to the service and that I had no idea whether it was a modem or a router.
They answered by asking me to ring them. That's when I wimped out! :-[
All this was some months ago but I've been getting more and more cheesed off wih constantly having to re-connect. It only takes a second (usually) but it's very annoying when you're in the middle of a search or - as I said before - trying to listen to the replay of a radio prog.
I don't know if anyone can make any sense of the above?
Jill
PS Was disconnected as I previewed this message and had to retype some of the corrections I'd made. I made a note of my connection time - 20.30 - and when I was disconnected - 20.58.
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It does seem to me that it is something to do with your set up, Jill :(
Downside will probably be able to home in on the probelm immediately with that info :)
Gadget
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Teccie OH looking it up for you, Jill. "Oh - it's the idle setting", was the instant repsonse. OH poring over Karoo's site now....
meles
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Hi Jill,
My suggestion would be the dreaded phonecall - you need to make sure your computer settings agree with what they want first. So do not connect until you get through - that way you will have your 1/2 hour window.
Ask them to go through:
Open Internet Explorer and click tools>internet options>connections.
Click on your Karoo/Speedtouch connection to highlight it, then click on settings.
Click on the advanced button, here you will see the idle disconnect option – ensure this is disabled.
Click ok, then ok again.
with you - don't worry they are used to people like me asking them to repeat everything twice. If there is no problem with your computer. Then suggest to them it may be your router/modem. They should send you out a replacement free of charge!
After that it is down to their line.
But this way you have checked everything out.
I normally ask my neighbour to have a look as we have an external modem that I need to install drivers for. But we live a bit far away for a visit!
Good luck
Peony
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I'm tempted to compose a little ditty for Jillrus...
I'm with Karoo
Not a lot I can do
When my connection keeps on dropping
I'm in the poo...
I won't continue...
But feel free to hum along to the tune of the Gnu song...
;D ;D ;D
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I love it, Tony! You made me smile - and I was getting glummer and glummer as I remembered all this bother! ;D ;D ;D
I do so hope these teccie people can sort it out but I can't see how to get to the 'idle disconnect option' when the Advanced Button to be operative - it's in very faint type i.e. not active!!
Jill
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There is a tick button. If you tick it, you will get access.
meles
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Meles
If it works bill Jill for a year's supply of chocolate for him :D
Gadget :)
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I doubt if poor Jill could afford that much chocolate! :o
meles
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Hope it works...
Fingers crossed...
My other half keeps having the same problems with Pl**Net as well.
It's just frustrating...
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I'm using IE7 and I tried following those steps they specified.
My setup seems to be a bit different.
When I click the Connections tab it displays my ISP name on the left and I then have to click the SETTINGS button.
Down in the DialUp section at the bottom I then have to click on the Advanced button at the end of the Password line Then a a small window opens with those options about idle/disconnect appear.
I use a Speedtouch USB modem which is probably similar to your setup.
Let's check a few things:-
1) When you click on Tools >> Internet Options >> Connections tab
Always dial my default connection is checked.
2) On that Connections tab window click the LAN Settings button. A small window should open. All my options are unchecked.
3) This is the big one. On the Connections tab window click the Settings button.
All my options are unchecked. Now click on the Properties button in the Dialup section and a window with 5 tabs should appear.
i) General: I have ISDN Channel - Speedtouch ADSL PPP displayed at the top. I have Show icon in notification area when connected checked but it is optional.
ii) Options: I have Display progress when connecting checked but it is optional.
iii) Security: I have Advanced (Custom Settings) checked. Click on the Settings button and another window appears. I have nearly everything checked in there except Old Windows 95 and the one at the bottom.
iv) Networking: It highlights PPP: Windows 95/98/NT4/2000, Internet Protocol
and Internet Protocol (TCP/IP) should be selected below.
v) Advanced: Firewall
That's the end of the Connections settings stuff.
The other thing you may want to check is Power Options in Control Panel. Go through the options as these can shutdown devices. If necessary change some of them to Never to see if that makes any difference.
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I've been having real trouble getting into RC this morning - just hoping that it's on one of its slow days and it's nothing I've done when trying to correct this problem.
Meles - thanks, but you're talking to an ignoramus here and just saying 'there's a tick button' meant absolutely nothing to me!! :-[ So, no chocolate buttons, I'm afraid!!
Downside,
I tried to follow what you said. I don't think my set up is quite the same as yours. I did notice that my 'Always dial my default connection' isn't checked but rather 'Never dial my default' but I didn't change it as yet because..
Somehow - and I'm not sure how, following your instructions I came to a Settings box. I had a box checked which says ' Disconnect when connection may not be needed' so I was really really brave (!! ;D) and unchecked it! I don't yet know whether this has had any effect but will let you know. On the same box (assuming I can ever find it again!), there is also an 'Enable idle disconnect' which is checked and another bit which has
"Disconnect if idle for - mins" and "Consider idle at - % of connection speed" My settings are currently 20 mins & 5% respectively. Should I be changing these if my wonderful manoeuvre above (! ::)) doesn't work?
Thanks for your advice and encouragement everyone - I'm sending you a virtual chocolate bar anyway, Meles!!
Jill
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Oh well! That didn't work. I connected at 11.53 and was disconnected at 12.14 - even quicker than usual!
Should I now be unchecking that "Enable idle disconnect" button or just changing the number of minutes & percentage of connection speed?
If I can find the damn thing again - that is!
Oh, I wish I was computer literate! I think it must be a generational thing - my niece gives me pitying looks when I ask her anything to do with computers. I did a Christmas Quiz for the family and actually managed to 'import' (get me!) a picture of Father Christmas onto the question papers from clip art. I was very proud of myself but my niece just gave me one of those "so?!" looks.
Never mind, I'm very good at genealogy......
Jill
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Should I now be unchecking that "Enable idle disconnect" button or just changing the number of minutes & percentage of connection speed?
Oh yes. That's probably the thing that is causing your problem.
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Thanks Downside.
I just amazed myself by finding the same box again, and I've unchecked that button. So, keep your digits crossed!!
I'll report back.
Jill
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NO.
CONNECTED 13.17 DISCONNECTED 13.37.
Am I allowed to swear?
Looks like I'm going to have to phone them - unless anyone has any other ideas?
Jill
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My stepmum used to have broadband in the UK - with Tiscali I think. The connection behaved like it was a dial up connection, connecting when the computer was turned on and disconnecting when idle. I didn't set it up or have enough info/time to fiddle, but from my experience broadband is a permanent connection (unless the link goes down!).
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I suppose you should give your computer a quick reboot.
It might be that it has not picked up the change you made and that it is still holding your old setting in your memory (RAM).
Start afresh and see what happens.
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I suppose you should give your computer a quick reboot.
Kicking your computer around may make you feel better but is unlikely to improve the situation.
(http://bestsmileys.com/computer2/2.gif)
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I suppose you should give your computer a quick reboot.
Kicking your computer around may make you feel better but is unlikely to improve the situation.
(http://bestsmileys.com/computer2/2.gif)
OH haha Geoff,very droll.
Jill don't you have any computer whizz kids or grandkids.....or neighbours with similar to help out.
I moan that my 28 year old son is still at home,but as he keeps reminding me " who would you call to sort out your PC problems"...........er him,but he'd just have to travel further 8)
It does sound like you have it programmed to switch into powersave mode after about 30 mins though.
Crossing my fingers (and other things) here for you.
Carol
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Tried that - Downside. No go, but thanks for sticking with it.
I've just reinstated it but tried changing the timescale from 20 mins to 59 mins. I'll see if that makes a difference i.e. gives me longer before it cuts out. If that fails, apart from screaming obscenities from the rooftop, I'll ring the bu--ers and see if I can get them to do something about it. I just feel sure that they'll start talking techno speak to me and it'll end up being my fault!
Jill
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I've just reinstated it but tried changing the timescale from 20 mins to 59 mins.
Surely it should be deselected or unchecked - whatever?
Both those idle options should be unchecked:-
Disconnect if idle [20] minutes
Disconnect when connection may no longer be needed
If it continues to disconnect, there may be a program trying to update itself on an alternative connection. Check for any software that may be doing this. Also, do you notice if the problem occurs when opening Outlook Express?
I guess you will need to investigate these update things if all else fails to resolve the problem.
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I googled Karoo and there was a lot of input from people with just the same problem as you - cutting out, being told it was the pc. Seems to be very common with Karoo.
There is also a users group. http://karooforums.net/index.php
I went back to get the first link but can't find it. I'll keep on trying.
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This is the one I first found. It's about broadband speed but it's quite interesting. There's a lot of very unhappy people about with this isp.
http://www.broadband-guide.org.uk/providers/karoo-broadband.html
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Wow Silvery, I knew Karoo was unpopular but I didn't realise how unpopular. Most of the comments on that link are very damning. In a way, it makes me feel a bit better that others also consider Karoo's Customer Service to be abysmal. They are rude and it's probably because they know there's nothing we can do about it. They make no allowances for anyone - like myself - who is not 'up' on all the jargon and merely treat you as if you're getting in the way of their next cup of tea.
There was an 'item' about karoo's monopoly in the area on our local area TV prog 'Look North' a few months back and I thought that we might get somewhere at last but all that happened is they had a smug 'spokeswoman' telling us that they didn't have a monopoly (which, incidentally, I also thought was either against the law or contrary to human rights or something) because they weren't stopping other companies coming into the area. Apparently these other companies just choose not to - nothing to do with the fact that the telephone system is run by a subsidiary of Karoo and they obviously make it uneconomical for another company to set up.
I often wondered if it happened to have anything to do with the fact that a certain MP for Hull was also the Deputy PM. Who knows? The local Council only recently sold their shares in the company which started out life as a department of the Council and then went public.
It makes my blood boil and it's time something was done about it.
When I was on dial up I was with Tiscali and I never had any trouble with them. It really gets me hopping mad when I see Tiscali ads for broadband for £6 something a month when I'm paying 3 times that for a rubbish service.
Rant over - back to the problem at hand.
I'm conducting experiments at the moment. Last time I was connected, I managed just over an hour - and disconnected voluntarily as it was time for tea!!
Downside - Thanks once again. I went back in and did what you said, and - fingers crossed - it might be working. Either that or the damn thing's toying with me!
I'll let you know if the good news continues....
Jill
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The good news, Jill - it's not you! The bad news - well, you know that...
How long are you tied up to Karoo? Could you switch?
meles
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Meles,
See earlier rant! No choice available in the Hull area - and I don't live in Hull! It affects quite a large area.
Jill
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Oh yes - you have a unique telecom system there, don't you? Hmm... Stuck for a solution....
meles
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Unfortunately, I don't think there is one!
Unless of course the workers unite and revolt....
Jill
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Hi Jill,
Ring them and tell them you have had enough of the problems now and if they wont visit you to try and sort it out for you then you will get in touch with Trading Standards. They should soon be round to sort it out. It doesnt sound like its your pc to my sons and i think you are just getting fobbed off by them. We have broadband and have only once had a problem,most of the day we have 2 even 3 pcs on here and are really pleased with it. Good luck. :) :) :)
Sue
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Haven't you got any cable companies operating in your area?
They could be an alternative.
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I don't know much about cable - but it's certainly worth looking into.
Whispering this very softly but I've been connected now for nearly 1.5 hours. I'm still keeping my fingers crossed.
Jill
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Jill
I'm with Orange and have the same problem
At the beginning I was with Wanadoo and had no bother ( Orange took them over I think )
Have you a spam protector added to your PC
I have and the engineer who comes to fix my computer tells me its the spam blocker
But my son is with the same company as me and also has the same blocker and has no bother with his
I have never timed mine but will do later
Elizabeth
nite all ??? ??? ???
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Sky do broadband.
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I've got Tiscali broadband and it drops out quite a bit
pooter nerd brother in law reckons it's to do with the modem
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I am with Tiscali Myfi!
and thats what I am told ::)
Crystal
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Well, I've been monitoring the situation over the past few days and it looks as though it's worked! Hallelujah! ;D
I hope I'm not speaking too soon!
I unchecked the idle setting on every dial up link I could find in my Connections Box and, since then, have not been cut off once.
Thanks to everyone for your help, advice and sympathy. Special thanks to Downside who is obviously a techno God!
Jill
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Special thanks to Downside who is obviously a techno God!
It's amazing what you can do when you applay a bit of logic to a problem.
I expect you will be able to go on the Karoo forum and tell them how to sort their problems out now. :)
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I don't think I'll push my luck that far, Downside!
Logic is usually one of my strong points - but it seems to fly out of the window when computers are concerned.
Thanks for your patience,
Jill
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I'm so pleased it's sorted, Jill.
meles
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Hi,
I am not sure if you can read this today but:
Up to 40,000 internet users across East Yorkshire have been left without broadband after a "major fault" affecting the Karoo service.
follow the link for more information as it goes on to say:
In a previous consultation it noted that several Hull residents had "expressed dissatisfaction that their choice of broadband supplier was limited, unlike the rest of the UK".
http://news.bbc.co.uk/1/hi/england/humber/7205212.stm
Peony
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That's good, Peony. Thanks for that - it actually says that Ofcom are currently 'carrying out a consultation into broadband services in Hull' so that can only be good.
Having said that, nothing ever seems to come from these 'probes' into Karoo. I still tend to think they're government protected.
I suppose I must have been 'lucky' yesterday as I didn't have any trouble getting on - but everything has been taking absolutely ages to open for a couple of days now, so I suppose it's probable that I'm not getting broadband anywhere need the speed I'm paying for. It could be my PC but I've checked and the hard drive still has about 50% capacity - so it shouldn't be me (why do I always assume the fault is at my end?!)
It's bad enough when people like me don't get the service they're paying (through the nose) for, but what about businesses? It could be costing them dearly.
This 'breakdown' happened a few months ago - and, guess what, we were told it was due to excess usage that they hadn't foreseen, but they'd fixed it and it wouldn't happen again!!
I don't believe a word they say and I for one would switch immediately if another company (with a decent reputation) opened up in the area.
I live in hope!! :-\
Jill
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Try going to www.speedtest.net
I think it works the same in the UK.
Click on the pyramid closest to you and it will calculate the speed of your uploads and downloads.
Hope this helps.
Tony
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This is the one that I use.
If you register with them you can log your results, which can be quite useful.
Peter
http://www.thinkbroadband.com/speedtest.html
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So fed up of mine the thing is I have clearmymail as a spam block and when I phone orangebraod band I have to speak to an Indian call centre and some times I cannot understand then as they speak so fast they keep saying it is my blocker
So I put up with it as I get fed up with the junk mail that comes through
Elizabeth
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My Broadband is up to its old tricks this weekend
I am with Orange and have had no incoming mail for two days
has anyone else with Orange Broadband out there having any problems ::)
I cannot find a number to phone orange ???
I also have a spam block clearmymail
I can send mail but not receiving any
How do I know I have posted myself a test message
Elizabeth
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Hi Elizabeth,
Neither of us are with Orange, but over the past week, both Rabbit and I have had problems. Rabbit with bouncing emails, which she sorted with her server, and me with a in out, fooled you Internet connection...no problem, just a bit of a pain in the btm.
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Its a bit much when we pay up front every month for this service
I mailed Orange last night and over the weekend I have mailed clearmymail my spam blocker
Today still the same no reply
I did phone an Orange number last night it was to a call centre in India .
I could not understand her so she gave me another number got no reply to that one
thanks anyways
Elizabeth