Problems with Tiscali - Triway

[Schatten]

Heya,

First, let me introduce myself and my situation:
I am from Germany living and working in France…unfortunately I can neither read nor write French…that is why I write in English. I hope this is ok for you, and you understand what I am saying

Alternative would be German though…but I doubt that this would be a better choice *g*
I have read several topics in this forum using babelfish, but I could not find any solution now.

I had to move to an other flat a few weeks ago and transferred my tiscali acces to it (after I waited some time for neuf, but they didn’t show a reaction till now).
I had some minor problems with the triway before, but now it’s not working anymore again and due to the cooperation with Alice the new customer support really sucks…if there actually IS one. They can neither be phoned nor do they answer any mail requests nor do they accept the chat requests they offer.

So, yeah, thumbs down for this crappy support.

When I moved I changed my location-info on their homepage. At the same time a change from 2MBit to 8Mbit was offered for me due to the better connection at the new flat.

Now I got a letter that DSL should work on my new line. On the homepage they still show me that it is worked on the change to 8Mbit.
I installed the Software on my fresh formatted PC but I could not establish a connection…well it could, but it lasts for around 10 seconds each time. And the phone does not work either as long as it is plugged to the triway.

I then tested several things, fix IPs, fix DNS, reinitializing the router then install again…whatever…

The result I came to is following:
I first initialize the router. In the fourth (the last) Phase it reboots the router a few times. You get a few messages of disconnected LAN cables. When it is done the internet is working…for about 5 to 10 seconds, then the router reboots itself and nothing works anymore.
I also played with advanced router settings a bit, but it did not help either.
It seems like everything is fine, it just does not work…and the lamp for the phone is not blinking. But all the information in the advanced router settings seem to be fine…there seems to be a connection 8Mbit up, 0.5MBit down. Connection established….but well, it doesn’t help me much if the modem/ router is the only part connected to the internet. Internet Explorer and all other things don’t work.

I have no clue what to do…when I registered at tiscali in the past the service was great. Atm it’s just crap, and if nobody here can help me, I am forced to cancel it as it is impossible to get official support. Maybe I just have to wait till the display of “Nous avons effectué un changement d'offre vers : "Forfait ADSL jusqu'à 8 Méga". Votre demande est en cours de traitement.” vanishes in the «Mon offre d'accès » section on the homepage…but I doubt it…and how long shall I keep waiting and suffer with my 56k modem ?

Would be quite cool if anyone of you can give me some tips or things I can test.

If there is any additional info you need, just tell me.

Cheers,

Schatten

[musky00]

Si ça peut aider, voilà la traduction (j'espère que je n'ai pas fait trop de bourdes).

Schatten, I translate your request here.

Bonjour,

Tout d’abord, je me présente ainsi que ma situation :
Je suis allemand habitant et travaillant en France…. Malheureusement je ne sais ni lire ni écrire en français… c’est pourquoi j’écris en anglais. J’espère que c’est OK pour vous et que vous me comprendrez

Une alternative pourrait être l’allemand… mais je doute que ce soit un meilleur choix.
J’ai lu un certain nombre de topics sur ce forum mais je n’ai pu trouver aucune solution jusqu’à présent.

J’ai du déménager dans un nouvel appartement il y a quelques semaines et transféré mon accès tiscali (après avoir attendu un certain temps après neuf mais ils n’ont eu aucune réaction jusqu’à présent). J’avais déjà eu quelques pb mineurs avec le triway avant, mais maintenant il ne fonctionne plus à nouveau et, la nouvelle assistance technique d’Alice… s’il en existe vraiment une ! Ils ne peuvent pas être joints au téléphone, ne répondent ni aux mails, ni aux chats.

« Injures «

Lorsque j’ai déménagé, j’ai modifié mon adresse sur leur page d’accueil. En même temps, un changement de 2 à 8 Mbits m’était offert vu la meilleure connexion dans le nouvel appartement.

J’ai reçu un courrier m’indiquant que l’ADSL était activée sur ma nouvelle ligne. Sur la page d’accueil, ils me disent également que le changement en 8 Mbits est pris en compte.
J’ai installé le Software sur mon PC fraîchement formaté mais je ne peux pas établir de connexion… elle ne se maintient que 10 secondes à chaque fois. Et le téléphone ne fonctionne pas tant qu’il est connecté au triway.

J’ai donc testé plusieurs choses : IP fixes, DNS fixes, réinitialisation du modem, réinstallation… quoi d’autres…

Le résultat est le suivant :

J’ai d’abord initialisé le modem. Dans la dernière phase, le modem reboot un certain nombre de fois. J’ai des messages de deconnexion des câbles LAN. Quand c’est fait, internet fonctionne… pendant 5 ou 10 secondes, puis le modem reboot et ne fonctionne plus.

J’ai aussi joué avec la configuration avancée du modem mais ça ne m’aide pas plus. Il semble que tout soit OK, c’est juste que ça ne fonctionne pas… et la lampe du téléphone est éteinte. Mais toutes les infos dans la configuration avancée du modem semblent correctes…. Paramètres de connexion : 8Mbit up – 0,5 Mbit down.
Donc la connexion est établie… mais ça ne m’aide pas beaucoup si le modem est la seule partie connectée à internet.

Internet Explorer et tout le reste ne fonctionnent pas.

Je ne sais plus quoi faire… quand je me suis inscrit à tiscali dans le passé le service était bon. Maintenant il est nul, et si personne ne peut m’aider ici, je serai forcé de résilier puisqu’il est impossible d’avoir un support officiel. Peut-être qu’il faut juste que j’attende jusqu’à ce que l’affichage « Nous avons effectué un changement d'offre vers : "Forfait ADSL jusqu'à 8 Méga". Votre demande est en cours de traitement. » disparaisse de « Mon offre d’accès »… mais j’ai des doutes… et combien de temps dois-je attendre et souffrir avec mon modem 56k ?

Ce serait cool si quelqu’un pouvait me donner quelques astuces ou choses à tester.
Si vous avez besoin d’infos supplémentaires, dites-le moi.

Amitiés

Schatten

[achtungbaby]

Hello, sorry for my english...

first : did you test your MTU - I think it must be regulated to 1460. This is for disconnections.

second : is your telephone installation recent or old ? Perhaps is there condenser into the mural catch.

which are your characteristics of line :

attenuation - SNR margin ?

[Schatten]

first : did you test your MTU - I think it must be regulated to 1460. This is for disconnections.

I downloaded Ispeed to set it to 1460. It rebooted my system and I tried it again, but it's the same:

Reinitialisation du terminal works fine
then the router seems to reboot before I can do
Assistant de configuration
which then stops at
Configuration des services

with some luck I managed in the past to pass even that step, but it didn't result in a better outcome.

second : is your telephone installation recent or old ? Perhaps is there condenser into the mural catch.

I am sorry, but I don't understand what you mean.
The whole building seems to be just a few years old, I wanted to took the old phone line as the guy had which lived here before. But the telecom changed this number. The number they gave me (which they told was mine) was not. There was one 8 instead of a 4 in it, which I recognized when I phoned someone (it's on the other's display). I registered with the altered number (with 8 instead of 4) at tiscali.

which are your characteristics of line :

attenuation - SNR margin ?

All I could find about this yet is following in my modem setup:

ADSL Link Status

Adsl Line Status operational
Adsl Mode G992_1_A
Up Stream 640 kb (Interleave)
Down Stream 8128 kb (Interleave)
Attenuation near end: 7.5
far end: 8.0
SNR Margin near end: 13
far end: 21
HEC Count 5
Firmware 0xe170513(2.3.
CRC Errors 2



Thank you for all your effort you put into helping me

[musky00]

second : is your telephone installation recent or old ? Perhaps is there condenser into the mural catch.

I am sorry, but I don't understand what you mean.

Achtungbaby said that there are some telephonic wall socket in your flat :



Maybe into one or all these sockets there is a condenser as this :




If there is, you have to remove it.

C'est bien ça Achtunbaby ?

[achtungbaby]

Yes

[Schatten]

Ah....well, no, there isn't :/

[musky00]

For how long time did you change your location ?

[achtungbaby]

what this ?

CRC Errors 2

[Schatten]

I have no Idea what this CRC errors mean. Maybe it's from these 10 Seconds when it worked...I don't know.

I changed my location Info about 3 Weeks ago, and got a letter a few days ago that the change has been done (the letter is dated to the 17th)

[Schatten]

Is it possible that it has to do something with the new software of the modem?
I mean the last time I updated it in my old flat was about 6 Months ago, I never had this alice sign in the upper right corner.
Maybe the new software has some different settings, higher security stuff or something like that...

The modem actually seems to work...but it does not let my PCs into the internet

Is there any new software to download? Maybe there is a problem with my old tiscali CD...whatever....

[achtungbaby]

There is no needs software.

You are using windows ?

If the modem DSL led is on, the internet connexion is good. But if you can't go to the web perhaps it is due to a bad setting or a firewall.

You can test somethings :

1/ stop the XP firewall
2/ verify into the internet option if the button "Ne jamais établir de connexion" is selected :



are you using ethernet port or USB ?

[Schatten]

I use win xp home on the one and win xp professional on the other PC.

As far as I understand the option you showed is only for dial up connections. I never used it for tiscali before.
Anyways I tested it, made a dial up connection for broadband with my "Nom d'utilisateur ADSL" and my "Mot de passe DSL" but it did not work. Disabling the firewall did not change anything.
After the tests I deleted this DFÜ connection again.

I just tested USB again. It cant find the triway. The USB lamp glows though.

[achtungbaby]

You've got 2 PC connected to the box ?

do you test with the 2 PC on ?

[Schatten]

First I had both PCs connected, all the last tests (+USB Test) were made with the Win-XP-Professional-PC only.