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Lost internet connection, can't reconnect


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#1
jar4830

jar4830

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My internet connection is down and I can’t reconnect.
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Tentative Conclusion 1: My modem “A” has failed
- Doesn’t achieve internet access at my friend’s house, while his identical modem “B” works fine
- Several lights are OFF for modem A that are ON for modem B
- My browser can locate modem B at 192.168.1.1, but not modem A
- I can ping modem B at 192.168.1.1, but not modem A
- No LAN connection when directly connecting the PC to the modem
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Tentative Conclusion 2: ISP problems at my house
- No internet access at my house with “good” modem B, even with router bypassed
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Equipment and Software:
- Huawei SmartAX MT800 ADSL Modem
- Linksys WRT54G Router (wireless feature ignored for these checks)
- MS Windows XP SP2
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Here are the seven basic checks that I've already done, with symptoms observed. Note that the description might be easier to follow in an Excel file, but I couldn't attach it.
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1. Check phone line
- Can send and receive calls OK
- Not sure how to check ISP service without also using my modem (or a friend’s)
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2. At my friend’s house, replaced his modem B with my modem A
- Achieved internet access with modem B, but not with modem A
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3. Check lights on modems
- Modem A
** Power = Green
** ADSL Link = off
** ADSL Act = off
** LAN Link = off
** LAN Act = flashing Green
- Modem B
** Power = Green
** ADSL Link = Green
** ADSL Act = flashing Green
** LAN Link = Amber
** LAN Act = flashing Green
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4. At my house, replaced my modem A with my friend’s modem B
- No internet connection with either A or B
- LAN Speed: 100 Mbps / Status: Connected (same for both A and B)
- Browser can locate modem B at 192.168.1.1, but cannot locate modem A
- Can ping modem B at 192.168.1.1, but cannot ping modem A
- Router screens at 192.168.15.1 seem normal (with both A and B), except …
** Router Status – Current Time: Not available
** Voice Status – Provisioning Status: Provisioning Failed
- Earlier this week, Router screens at 192.168.15.1 also exhibited the following errors with modem A:
** Internet IP Address: NA
** Subnet Mask, Default Gateway, DNS 1 all indicated 0.0.0.0
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5. Connect my PC directly to modem A (bypass router)
- No internet connection
- LAN Speed: 100.0 Mbps / Status: Limited or No Connectivity
- IP address is shown as 169.254.163.147
- Can ping modem at 169.254.163.147
- Browser cannot locate modem at 169.254.163.147
- No LAN connection (packets sent but none received)
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6. Connect my PC directly to modem B (bypass router)
- No internet connection
- LAN Speed: 100.0 Mbps / Status: Connected
- IP address is shown as 192.168.1.2
- Can ping modem at 192.168.1.2
- Browser can locate modem at 192.168.1.2
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7. I also checked these actions, which didn't fix the problem …
- Disabled firewalls in Windows XP and MacAfee Security Center
- Performed a Windows System Restore to the date with my last successful internet connection
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Do you agree with my tentative conclusions, or are there other things I need to check first?
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#2
pip22

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If modem is connected to your PC via ethernet lead to network card, check that the card has not failed. Most network cards have two indicator lamps on the backplate. If neither is lit with PC running then it's failed. To be quite certain, just change it for a new one, they only cost a few pounds.

If network card is fine, the modem itself is broken since it doesn't work on your friends setup either. It's unlikely your ISP is having technical problems except by pure co-incidence, but surely they've given you a support number to check this possibility?
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#3
jar4830

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Okay ... sounds reasonable. I'm at work and will check the indicator for the ethernet card when I get home. I'll also contact the ISP today to check the line.
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BTW, when I created my new account today, I selected Brazil as my home country, but the selection somehow advanced to Bulgaria. Is that something you (or another administrator) can fix?
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#4
jar4830

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Follow-ups from yesterday ...
- Verified that the two green lights on the ethernet card are on, but not flashing
- Checked the properties for the card and observed that the "CNET PCI Fast Ethernet Adapter is working properly"
- Uninstalled and re-installed the ethernet car driver (in case the driver was corrupted)
Still no change. Can't access the internet.
I'd rather not buy another ethernet card, as the local price is around $20-$25.
Is there anything else I should do to confirm it's operating normally?
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