[Flewdefur]

At my office, we got new DSL service, which was setup incorrectly (they couldnt switch us over cause they came while everyone was working instead of the time/day we scheduled). So now its my task to get it working. I've been on tech support for several hours this week with no luck.

So they left us with this Netopia 4652 SDSL/IDSL router, with the PPPoE settings supposedly setup. They gave us 2 IPs, one for the router and one for a computer connected to it. As far as i can tell they ment this to only act like a modem not a router, spitting out a single WAN ip to whatever device we connect (similar to a cable modem). This of course does not happen.

So what do i have to do? I'm guessing i have to use a special subnet setting for the "LAN" side of the router to allow the 68.something.something.something.172 address to work, but I really dont understand much more than how to setup a simple home network.

Sorry if this makes no sense, i'm having trouble describing the problem mainly because i dont understand it. (if i understood it i could probably fix it too )

[!! Marijuana !!]

ok jerky .. why not call the idiots and tell them to fix the problem ?? since obviously you have no clue

[skidooosl]

I guess I do not really understand what you are saying? how many workstations need to be connected to the network? set it up just as you would set up a simple home network and see what type of IP address you get on your work stations
68.something.something.something.172 <-- what is this the address of? your router port? if so then this would be the gateway for the rest of your network

do you use NAT?

do you use DHCP on your network?

why did they give you 2 ip's? was it just for an extra connection?

what do you mean by modem and router? they are two completely different things.
"As far as i can tell they ment this to only act like a modem not a router, spitting out a single WAN ip to whatever device we connect (similar to a cable modem)."

for the most part a Cable modem acts the same way as a DSL modem...

Give us some more info and we should be able to help you.

for the most part all workstations should plug into a switch and there should be an uplink port ( or use a cross over cable ) to plug the switch into a router.... then from the router you would connect to a modem and your phone line would plug into the modem....

[Flewdefur]

Originally Posted by !! Marijuana !!

ok jerky .. why not call the idiots and tell them to fix the problem ?? since obviously you have no clue

Thanks for your wonderful statement, I had never thought of calling tech support...

And I did mention that I did not understand the problem, hence why I tried, uncessfully, to describe it.

In the future, if you flat out don't want to help, don't bother posting anything at all.

Thanks for your attempt to help Skidooosl, I'll see how the next tech visit plays out, but here is my attempt at describing the issue more simply:

The way it setup is DSL line comes out of wall into router/modem. Its one unit (unlike our old dsl setup which was a modem that we plugged our router into). The router dealie is a Netopia unit that they left behind and setup. The customer is not supposed to have access to the router, its just supposed to spit out some info using its own DHCP server. In this case it was supposed to be setup to spit out a WAN ip and all info necessary for our own router to pick up a DHCP connection via the WAN port. The first IP is for the router iteself, and the second IP is the one that gets assigned to the router/computer connected to the Netopia unit. The problem is, this does not happen, so i called tech support, used a computer hooked directly to the Netopia unit, and inputted every setting they said, and it still did not work. Later they told me the username and password for accessing the router, to try and fix it that way, but since they use a third party (Covad), SBC could not help with the settings there. Poking around in the menus, it appears that the Netopia unit is "Unable to establish a connection" with SBC, which is probably the problem. After talking with the tech for awhile today, she told me "I give up, i have no idea how this stuff works" and finally agreed to send out a tech (What i had been asking for for several weeks now).

So anyway, with the conclusion of today we are paying another 150dollars for a tech to come out.

[skidooosl]

If their router that they setup can not make a connection to SBC why do you have to pay $150? From what you described ( sounds like for some reason you have two routers?)If you connect all of your workstations to the switch and do an ipconfig what address do they get assigned? If the first numbers are 10. , 172.16 or 192.168 then it is working correctly... next step would be to make sure the default gateway listed is the address of the WAN port on YOUR router... then ping it. If that is successful then you know the LAN side of your router is working correctly.... login to the router and see if it shows a connection between your router and the other router. What is the ip of the workstation connected to the other router? Try to ping your router interface using that workstation. If that works you know it is a issue for your provider and I would not pay them anything.... you have to be careful, many companies like to charge the customer to work on their own equipment.

If you ask me it sounds like they did not do their config correctly... did they test the connection before they left? Can your provider ping your modem? that is another easy check.... if they can not ping your modem it is THEIR problem and not yours.

[Flewdefur]

Ignoring the rest of the network, for testing i just have one computer hooked directly to the Netopia unit. It gets no DHCP or anything. But if i assign it an ip on the range 192.168.1.x i am able to ping the netopia unit which is using 192.168.1.1.

The eventual setup, as they described to me, is supposed to be the netopia unit appering more like a modem, assiging an unfiltered, non-firewalled, non-nat address to whatever device we plug into it. And thats where we would put our router to translate that public IP via nat to our workstations.

And yes, i'm almost 100percent positive it is their problem, but they refuse to concede to the fact that the Netopia unit they left is not functioning/configured properly, so we have to pay for a service call and they wont make the charge until their tech decides if its our fault or theirs.

Monday the tech person is supposed to come, but if its anything like when they were supposed to come and do the original install, it could talke several months for the guy to actually show up.

Thanks for your comments.

[skidooosl]

when you are hooked up to the unit did you release and renew your IP address?
(win XP)
ipconfig /release
ipconfig /renew

(win 98)
start, run, winipcfg and click release and renew (make sure your NIC is selected in the drop down)

or just restart your computer and see if it pulls an address... if the computer is on and you just plug in the cable it will not get an address.

A 192.168 address is using NAT 192.168 is a class C private address that is not routeable on the internet.

If you can ping 192.168.1.1 see if you can ping www.google.com, If that works you know you have an internet connection.

[Flewdefur]

yes, that is always one of the first things I do, I'm not the complete idiot that Marajuana made me out to be, i've designed and managed a few medium sized business networks, its this piece of equipment that I have little/no control over which is giving me trouble.

[skidooosl]

I would try it on YOUR router and see if DHCP pulls a address... if it does and you CANT pull one off of their router then show them that and make sure they dont charge you.... I HATE it when they try to charge for their stuff.... like when comcast wanted to charge me $60 to unhook their line from the pole... It makes me so mad!

[petteyg359]

From what I read, I am thinking the following:

A. The DSL connection you have is from SBC
B. You cannot get the modem to actually connect to SBC

0. Make sure you have a computer plugged directly to the modem. Open up Internet Exploder, and go to 192.168.0.1. Find a "Reset All Setting" type button and use it.
1. If SBC left a "Registration and Software CD", you have to use that CD to activate the connection. (Put it in, run the autorun, and select no to all the software options, but go through the whole dumb dialog.)
2. It will log in with an SBC "registration" account, and that account allows you to 'activate' your own username/password.
3. Change the modem setting to "PPP on the computer".
4. Unplug the computer from the modem, plug the router into the modem.
5. Put your login and password on the router, and then let the router assign DHCP IPs to your network.

If I'm entirely wrong and you don't have SBC and the activation process fo business SDSL is entirely different from home ADSL, then ignore everything I said. But I think this may be your problem, I had sortof the same thing when my parents bought DSL. We thought the CD was just for SBC's custom browser and mail software, turns out the CD is actually used to activate the connection.

[Flewdefur]

They have all the PPPoE settings done on the Netopia unit which i do not have access to. Also there is no "modem" just a line coming from the wall and into the Netopia unit. It came with no software or anything, just a list of settings to use, so yes the setup appears to be slightly different.

so to summarize:

>Order SBC dsl
>After months of waiting a tech comes out and "sets it up" but not during a good time so later it was my job to connect it (should have been as trivial as reconfiguring my own equipment)
>Tech support for hours
>By process of elimination I'm positive the equipment they left was not configured correctly
>On monday a tech will hopefully come and save the day.../cross fingers