New Router sent 2wire 2701HGV wont connect

[wakers]

Hi wonder if anyone can help with this.

Last friday my older 2wire router stopped working 2700 after app 4yrs

BT sent a replacement after an hour on the phone confirming the old router was kaput.

Got a new router monday 2701hgv won't connect to the internet, phoned BT went through a whole load of setup checks etc, cables filters, power supply, router settings etc came to the conclusion the new router must be faulty.

Sent a replacement arrived tues went through the process again same issue with the router, they suggested in the meantime i purchase a 3rd party router, so i purchased a belkin this has the same issue as in the DSL light just keeps looping from orange to green and no internet connection...

Also in the meantime i found a old BT voyager and this connects straight away...

Spoke to BT Again wed and because the voyager works they suggested they send another 2wire 2701hgv out which arrived thurs still doesn't work.

Whats happening to the 2wire routers is they are looping flashing most of the lights power flashes green, then broadband, then power flashes red briefly then loops starts the process again does this about 5times until the power, broadband and internet lights all go constant red and the router needs to be re-started.

I've tried changing all the cables, its not setup i've been through this all with BT over the phone 4 times.

Its just bizarre that the old voyager works no worries but the 4 new routers sent don't...

Any help much appreciated this really is doing my head... 

I've emailed 2wire direct with the issue's i'm having and they suggest its a sync issue but BT are stating because the voyager is connecting there's no issue with connection.

I will also mention last week BT were doing work on the broadband line i presume as for an afternoon as the internet was down for the area, could this have any bearing...

[MHC]

Have you used the NEW pwer supply?     I have come across someone who used the old 2700 PSU with the 2701 and could not connect.  Changed PSU to teh correct one and it worked no problems.

What are the serial numbers of the 4 2701s?   Are they close to each other?  If so, it could be a batch issue.

The old router connects which confirms the line is OK - and support accept that.   I would suggest a call to support this afternoon - they will normally be fairly quiet on a Saturday and provided you get the UK based support (and it does not overflow out of the UK) get one of t techs to go through the installation & set-up step by step.   If that fails - ask if 2nd line can call you.

I presume that you can access the router from your PC and get to teh line stats, sync events lists, diagnostics &c.

[wakers]

Yeah used a few of the power supply's.

Even tried different plugs in the wall just incase.

Can only connect to the routers with the ethernet cable if the DSL cable is not connected.

As soon as the DSL cable is connected the routers go into loops and after about 5loops they freeze not even a reset will restart them we have to pull the power, i'm convinced there's something line related thats effecting these new routers which doesn't seem to the old one, though i've no idea what that could be.

I've been over and over and over setup genuinly spoken to BT help for 7-8hours this week its frustrating as hell...

I'll check the serial numbers of the 4 routers tomorrow to see if its possibly a batch issue, i've taken a router home to try on my home network to see if the routers will work on a different line, will try that later...

[MHC]

Sounds silly, but have you fully rebooted your PC?  

Try rebooting into "Safe Mode" with networking.

Is your PC a laptop?  If so can you try it running on battery only - PSU could be throwing out significant noise.

What if you connect the DSL cable and let it go through teh cycle a couple of times before disconnecting.   Does the Sync log give any suggestion it has synced?   What about other diagnostics?   I don't know too much about interpreting those but it may show up something.

[wakers]

Will take a look into your suggestions in the morning, i've tried connecting the laptop without power, will try what you suggested about disconnecting before the router freezes to see if any diagnostic stuff is stored..

Thanks for the reply's...

Not in work until tomorrow morning will reply and let you know any info then

Thanks again

Colin

[MHC]

Reason I suggested the router PSUs is that teh PSU are not always reliable - but if you have tried several then it can be ruled out.

[wakers]

Tried one of the "faulty" 2wire routers at home, worked first time, this keeps pointing to something on my line causing an issue ?

I've disconnected everything else from the phone line to eliminate anything else from the equation also, any other ideas ?

[wakers]

Some log info if it shares any light on anything...

TypeDate/TimeEvent Description

INFP0000-00-00T00:00:09sysSystem started

INFP0000-00-00T00:00:19sysWireless SSID set to BTBusinessHub-088

INFP0000-00-00T00:00:19sysWireless authentication set to WPA-PSK/WPA2-PSK

INFP0000-00-00T00:00:19sysWireless encryption set to AES

INFP0000-00-00T00:00:19sysWireless channel set to 0

INFP0000-00-00T00:00:19sysWireless power set to 75

INFP0000-00-00T00:00:20sysipnet1: Up on bridge0 with 192.168.1.254/24

INFP0000-00-00T00:00:09sysSystem started

INFP0000-00-00T00:00:19sysWireless SSID set to BTBusinessHub-088

INFP0000-00-00T00:00:19sysWireless authentication set to WPA-PSK/WPA2-PSK

INFP0000-00-00T00:00:19sysWireless encryption set to AES

INFP0000-00-00T00:00:19sysWireless channel set to 0

INFP0000-00-00T00:00:19sysWireless power set to 75

INFP0000-00-00T00:00:20sysipnet1: Up on bridge0 with 192.168.1.254/24

INFP0000-00-00T00:01:14hurluetrtbzzya

INFP0000-00-00T00:01:14Previous log entry repeated 1 times

INFP0000-00-00T00:01:14hurlerr=0 name=PHY_NONE redirect

INFP0000-00-00T00:01:15hurlbpmawkivgi

INFP0000-00-00T00:01:15Previous log entry repeated 1 times

INFP0000-00-00T00:01:15hurlerr=0 name=PHY_NONE redirect

INFP0000-00-00T00:01:15hurlgpowpyhgod

INFP0000-00-00T00:01:15Previous log entry repeated 1 times

INFP0000-00-00T00:01:15hurlerr=0 name=PHY_NONE redirect

INFP0000-00-00T00:01:21hurlwww.msftncsi.com

INFP0000-00-00T00:01:21Previous log entry repeated 1 times

INFP0000-00-00T00:01:21hurlerr=0 name=PHY_NONE redirect

INFP0000-00-00T00:01:26hurllinkhelp.clients.google.com

INFP0000-00-00T00:01:26Previous log entry repeated 1 times

INFP0000-00-00T00:01:26hurlerr=0 name=PHY_NONE redirect

INFP0000-00-00T00:01:42hurlwww.google.co.uk

INFP0000-00-00T00:01:42Previous log entry repeated 1 times

INFP0000-00-00T00:01:42hurlerr=0 name=PHY_NONE redirect

INFP0000-00-00T00:01:43hurlwww.google.co.uk

INFP0000-00-00T00:01:43Previous log entry repeated 1 times

INFP0000-00-00T00:01:43hurlerr=0 name=PHY_NONE redirect

INFP0000-00-00T00:01:45hurlnotify3.dropbox.com

INFP0000-00-00T00:01:45Previous log entry repeated 1 times

INFP0000-00-00T00:01:45hurlerr=0 name=PHY_NONE redirect

INFP0000-00-00T00:01:50hurlwww.google.co.uk

INFP0000-00-00T00:01:50Previous log entry repeated 1 times

INFP0000-00-00T00:01:50hurlerr=0 name=PHY_NONE redirect

INFP0000-00-00T00:01:51hurlwww.google.co.uk

INFP0000-00-00T00:01:51Previous log entry repeated 1 times

INFP0000-00-00T00:01:51hurlerr=0 name=PHY_NONE redirect

INFP0000-00-00T00:01:52hurlwww.msftncsi.com

INFP0000-00-00T00:01:52Previous log entry repeated 1 times

INFP0000-00-00T00:01:52hurlerr=0 name=PHY_NONE redirect

INFP0000-00-00T00:02:23hurlwww.msftncsi.com

INFP0000-00-00T00:02:23Previous log entry repeated 1 times

INFP0000-00-00T00:02:23hurlerr=0 name=PHY_NONE redirect

[MHC]

There is nothing there about the logon process and setting up the link ...  That should be earlier in the chain.

You have proved that the modem/router works,  you know the PC works,  and you have shown that another modem/router fails on the line (ignore the one which works ***).

Call Tech Support and TELL them what you have done and insist that it is escalated to 2nd Line support.

***   It maybe that the very old modem could only support an old ADSL standard - not ADSL2 or 2+ and was connecting at that, whereas the newer may need to be commanded to connect at ADSL or not even be able to.   That could point to a line card failure.

If you cannot get 2nd Line,  let me know and I will PM you another way.

[wakers]

They are sending an engineer out to take a look at the line...