Internet connection (AOL) keeps disappearing

[Eve]

My internet connection keeps disappearing and I'm not sure where the problems lies. I've never had any problems with AOL before and have used them for a long time and can't find any info about service issues - been a few weeks now.

Location wise I'm only a few miles from Manchester City Centre so not in the sticks with poor connection and had AOL here for over 2 and a half years without problems previously.

I've got it connected via Ethernet cable to my laptop and the router is right next to it so can see the lights go out then it immediately starts rebooting and the connection comes back on.

The aerial is a bit knackered (cat inflicted!) though it's been like that a long time - had the router (and cats) since about Oct 2008.

Any suggestions welcome as it's really annoying, thank you :)

[ChuckFickens]

If the router really does reboot then it's a faulty router or power supply for the router. in which case contact AOL and ask for a new one.

If it's just the internet connection dropping out then first thing I'd try is a new ADSL filter.

(you should be able to tell the difference between a reboot and the connection dropping from the router power light)

[Eve]

Thanks Chuck :)

Erm...the lights go mostly out to just one flashing red then it goes through them all flashing and coming on green one by one until the connection is restored - does that mean router issue then?

Wondering if AOL would charge for a new one - is that likely do you think?

Have been pondering whether to look around and get a better package for phone, broadband and TV (though very tempted to cancel Sky) but loathe to enter into any more contracts until my financial situation improves.

If they'd send me a free replacement though it'd be ok - if not do you know how much they'd charge for one?

[gingejbee]

You do not necessarily have to enter into a new contract with some ISPs- you can leave Plusnet with just 10 days notice. And they are good value with excellent customer service. Details, if you are interested in changing:

http://www.plus.net/packages/broadband-calls/

[ChuckFickens]

AOL should replace the router for free without too many quibbles (if they don't simply tell them you want your MAC code, they'll soon change their mind)

(hope you don't use the AOL software BTW.... their service isn't too bad and their prices can be OK, but the AOL software is pants!)

[ChuckFickens]

OH... and if all the lights go out on the router then (assuming it has a power light) it does sound like the router is resetting itself.

[percypineapple]

Hi,
the fault may lie in the phone wiring. you need to plug the hub/router into the master socket test jack, which is located by un-screwing the lower faceplate on the master socket and gently pulling it out. all extension wires should be connected to this, so leave it hanging and plug your router into the socket entry on the right hand side. This will then prove if the fault is with the telephone line or internal. this is important, as the service provider will charge if the fault is in your property, ( £ 130 BT, plus £90 per hour) . If you only have the one socket, no extensions whatsoever, then , yes, it could be the router or hub. if you have extensions, then first job is to un-plug ALL connections from all extension sockets, including the sky box if you have one, and see if that cures the problem. Routers do go faulty, i have attended several properties where they had the same problem, and the routers were faulty, in fact, one property had Talk Talk send a replacement router, and I had to go back because they still could not get onto the net, and this router was also faulty, and what a job I had convincing some girl in India that we needed another one. so, remove everything from the extensions first ( including filters) and proceed. I must just add, that sky boxes are a problem, they send a signal to sky every so often, and this sometimes crashes the net.
Percy.

[Eve]

Thanks all :) Will look into Plusnet.

Nooo no AOL software! Just the internet :) When I notice it's off it goes down to just one red light which then goes to flashy green and the others follow suit one by one.

Will give AOL a try, see if I can get a new router for free and use the MAC code thing if needs be (unleash the inner lawyer rahahahaha) as I've heard they can be difficult if you ring to cancel - sure it was a previous thread on here referring to problems cancelling (seem to remember the terms AoHell being used!). At least if I'm not leaving they should be ok! Just hope it's a more useful call centre than the really annoying people they get ringing on sales calls trying to flog you more expensive packages!

[ChuckFickens]

IT does sound like the router is resetting then. (percy's advice is correct for a line fault BTW)

My Father rung to cancel AOL a few days ago, it took him 20min to convince them he did want to cancel while they kept telling him they'd offer him the world! a replacement router shouldn't be a problem :)

[chrissa1]

Hi Jenna, like you I've been with AOL for years and although on here lots of people knock it, it suits me fine.
When I moved last year I was sent a small router and had no end of problems because I thought it was the move that caused it. I eventually rang them and they talked me through some things to try. These worked for a while but in the end I rang them back and they sent me a new router which is twice the size of the old one and it's worked perfectly ever since.

Give them a call.

[Eve]

Thanks all. I'm not sure it's a good idea for me to be playing with wires and such! Might see if I can catch one of my neighbours to ask though if not sure, pretty sure he is an electrician :)

I remember I had a lot of problems getting the internet to work here initially and having to try all sorts and make a number of calls to AOL before I finally got it sorted - can't remember what worked now and if that was something to do with Sky maybe. Wondering if I asked on here actually!

Hoping to try AOL for a new router anyway as if nothing else, it will look better than the current cat savaged aerial on mine!

The Sky comment is an interesting one though as I wonder if it is that. I have heard it sound like it's doing something (like Skyplus coming on when everything is off) but nothing set to record but that hasn't seemed to correlate to the internet going off at the same time (that I've noticed).

Mind you, my hearing isn't great!