problem with D-link DSL604+ wireless router

Forgive me if this is OT but I am an aaisp customer and people in this group
are likely to know what they're talking about. I bought this router when my
ADSL service was installed. I can get it to work as a basic router but only
with NAT turned on. I can't get the wireless bit to work properly at all. I
emailed D-link UK support and eventually got the reply to update the
firmware. When I try to do this via the browser interface, I lose the
connection with the router about 10 seconds into the process.Needless to
say, when I re-establish the connection the upgrade has failed. I emailed
D-link again and this time have had no reply at all.

Given that their customer support is useless, I thought I'd try some experts
before getting on to the retailer and trying to get the unit exchanged or,
better still, replaced with a decent one.
Anybody any idea what's going on here? Is it just a dud box or is there a
configuration problem I can solve.

Any help would be much appreciated.

Paul Crisp

Thanks for this. In fact the current firmware on my DSL604+ is T25UK.
However, I have tried to install via the browser interface the version you
sent me but without success. The process starts but, after about 10 seconds,
the browser reports a lost connection. When I open the page again, the
firmware version is reported as unchanged.

I have looked in the manual and I am following what instructions there are
for firmware upgrades. Is there something else I should be doing?

Paul Crisp

-----Original Message-----
From: D-Link UKI Technical e-mail support
[private.php?do=newpm&u=]
Sent: 07 September 2003 09:24
To: Paul Crisp
Subject: RE: Website form - Technical question



Dear sir,

All your problems might derive from the same root. You won't get your no-nat
configuration with your addresses pool working unless you get a firmware
version in your 604+ that would be later than T18uk. (current is T31uk,
attached). Then you have to apply the instructions included in the attached
document. This should "unlock" your situation.




--
Dlink UK Technical support



> -----Original Message-----
> From: (E-Mail Removed) [mailto(E-Mail Removed)]
> Sent: Sunday, August 31, 2003 7:20 PM
> To: (E-Mail Removed)
> Subject: Website form - Technical question
>
>
> Website form - Technical request
>
> Customers information:
>
> Personal data:
>
> Name: Paul Crisp
>
> Company: PACCTS
>
> Telephone: 024 7652 4036
>
> eMail: (E-Mail Removed)
>
> Address:
>
> Product code: DSL604+
>
> Hardware Version:
>
> Firmware Version:
>
> Operating System: Windows XP
>
> Question / Query: I have several problems with this unit:
>
> 1) Using the default settings with NAT and DHCP turned on, I cannot
> communicate between computers within my network though each of them
> can pass traffic across the router to/from the internet.
> Microsoft Knowledge
> Base Article - 315978 describes my problem quite accurately
> except I can
> ping the router and IP addresses of other machines within my network.
> However, the article says "To resolve this issue, open the
> appropriate
> ports. For information about how to do so, view your router
> documentation
> or contact your router manufacturer". The documentation
> offers no help.
> Can you?
>
> 2. I also have 2 DWL-122 wireless adaptors. I have installed them in a
> deskop PC (running XP Home) and a notebooK (W2K Professional). Both
> hardware and drivers and untility appear to install without problem
> but I am unable to get either a network or internet connection. The
> only change
> I have made to the default setup is to change the name of the
> SSID and to
> change channels to 13. I have tried with WEP on and off
> without noticeable
> effect.
>
> In the configuration utility - site survey I can see the DSL
> 604+ which
> reports itself in infrastructure mode. I have added this as a
> profile. But
> when I change to the link info screen, it reports it as
> disconnected. I
> can only get a connection if I change the mode to ad-hoc.
>
> This isn't much help however, as I can't get any network or internet
> connection (though this could be the same problem as 1 above).
>
> 3. I have a block of IP addresses from my ISP and I was
> planning not to
> run behind a NAT. When I try to change the router's IP
> configuration (ie
> enter the new IP address) it will not store the change
> without saving and
> rebooting. When it comes back up, I can't connect to the management
> utility using either the default address (192.168.0.1) or the one I've
> changed it to.
>
> I''ve noticed that, if you accept the prompt to set the DHCP range to
> conform to the new router address, it includes the router's address
> itself in the range for distribution. If you do NOT accept the prompt,
> the computers on the network are no longer on the same network
> (as they still
> have 192.168 etc) addresses.
>
> I have spent around £200 on D-link ADSL and wireless kit and
> all I can get
> it to do is connect individaul machines to the internet. At
> the moment, I
> am wishing I had bought something else. Do I have faulty kit
> here or is
> there some configuration problem you can help me with?
>
> I was, I have to say, depressed by the very limited amount of
> support on
> the UK/European site in comparison to what you have on the US
> one. We are
> clearly the poor cousins over here!. Even the product manuals
> are skimpy
> in comparison to the US equivalent.
>
> Let me know if you need to know anything else.
>
> Paul Crisp
>
> Paul
>

In message <3f661c88$0$215$(E-Mail Removed)>, Paul
<(E-Mail Removed)> writes
>Forgive me if this is OT but I am an aaisp customer and people in this group
>are likely to know what they're talking about. I bought this router when my
>ADSL service was installed. I can get it to work as a basic router but only
>with NAT turned on. I can't get the wireless bit to work properly at all. I
>emailed D-link UK support and eventually got the reply to update the
>firmware.

Sorry, can't help you with getting it to work. I posted the following
in alt.internet.wireless in July, it may give you some idea of what to
expect.

---------
If you are expecting support from the manufacturer of any of this
equipment the only one I have experience of is D-Link and my advice is
to avoid them.

I used their website to request support and it took 2 days to respond
saying "Good question. I don't know the answer but will find out". Fair
enough, I much prefer honesty to bullshit, except that one week later
I'd not heard anything so wrote again (2 weeks ago) and got no reply.
In the UK they have toll free support so rang that number, again no idea
of the answer but would escalate the request and I should hear back
within 48 hours - no response after 240 hours!

Due to the circumstance my supplier took back the goods for a full
refund. I wonder if D-Link ever see postings like this and wonder what
the cost is of lost sales due to non-existent support? My last
communication with D-Link was an e-mail to the sales enquiry address on
their website asking them to intervene and get some answer for me from
support, it was after this went unanswered that I sought a refund from
their re-seller. The equipment seemed OK and did all that was required,
but if support from a manufacturer is absolutely zero they are not the
sort of people I want to do business with.
-----------

If you are able to return the unit (my seller accepted it back after
double the time normally allowed due to the circumstances) I cannot
recommend too highly the Draytek Vigor 2600We. Great unit and several
avenues of first class service.
--
Malcolm

"Malcolm Loades" <(E-Mail Removed)> wrote in message
news:myJol1DX1iZ$(E-Mail Removed)...
> In message <3f661c88$0$215$(E-Mail Removed)>, Paul
> <(E-Mail Removed)> writes
> >Forgive me if this is OT but I am an aaisp customer and people in this
group
> >are likely to know what they're talking about. I bought this router when
my
> >ADSL service was installed. I can get it to work as a basic router but
only
> >with NAT turned on. I can't get the wireless bit to work properly at all.
I
> >emailed D-link UK support and eventually got the reply to update the
> >firmware.
>
> Sorry, can't help you with getting it to work. I posted the following
> in alt.internet.wireless in July, it may give you some idea of what to
> expect.
>
> ---------
> If you are expecting support from the manufacturer of any of this
> equipment the only one I have experience of is D-Link and my advice is
> to avoid them.
>
> I used their website to request support and it took 2 days to respond
> saying "Good question. I don't know the answer but will find out". Fair
> enough, I much prefer honesty to bullshit, except that one week later
> I'd not heard anything so wrote again (2 weeks ago) and got no reply.
> In the UK they have toll free support so rang that number, again no idea
> of the answer but would escalate the request and I should hear back
> within 48 hours - no response after 240 hours!
>
> Due to the circumstance my supplier took back the goods for a full
> refund. I wonder if D-Link ever see postings like this and wonder what
> the cost is of lost sales due to non-existent support? My last
> communication with D-Link was an e-mail to the sales enquiry address on
> their website asking them to intervene and get some answer for me from
> support, it was after this went unanswered that I sought a refund from
> their re-seller. The equipment seemed OK and did all that was required,
> but if support from a manufacturer is absolutely zero they are not the
> sort of people I want to do business with.
> -----------
>
> If you are able to return the unit (my seller accepted it back after
> double the time normally allowed due to the circumstances) I cannot
> recommend too highly the Draytek Vigor 2600We. Great unit and several
> avenues of first class service.
> --
> Malcolm

Pretty much the same story all over! I shall try your solution.

Regards

Paul

"Paul" <(E-Mail Removed)> wrote in message news:<3f6638ee$0$210$(E-Mail Removed) >...
> "Malcolm Loades" <(E-Mail Removed)> wrote in message
> news:myJol1DX1iZ$(E-Mail Removed)...
> > In message <3f661c88$0$215$(E-Mail Removed)>, Paul
> > <(E-Mail Removed)> writes
> > >Forgive me if this is OT but I am an aaisp customer and people in this
> group
> > >are likely to know what they're talking about. I bought this router when
> my
> > >ADSL service was installed. I can get it to work as a basic router but
> only
> > >with NAT turned on. I can't get the wireless bit to work properly at all.
> I
> > >emailed D-link UK support and eventually got the reply to update the
> > >firmware.
> >
> > Sorry, can't help you with getting it to work. I posted the following
> > in alt.internet.wireless in July, it may give you some idea of what to
> > expect.
> >
> > ---------
> > If you are expecting support from the manufacturer of any of this
> > equipment the only one I have experience of is D-Link and my advice is
> > to avoid them.
> >
> > I used their website to request support and it took 2 days to respond
> > saying "Good question. I don't know the answer but will find out". Fair
> > enough, I much prefer honesty to bullshit, except that one week later
> > I'd not heard anything so wrote again (2 weeks ago) and got no reply.
> > In the UK they have toll free support so rang that number, again no idea
> > of the answer but would escalate the request and I should hear back
> > within 48 hours - no response after 240 hours!
> >
> > Due to the circumstance my supplier took back the goods for a full
> > refund. I wonder if D-Link ever see postings like this and wonder what
> > the cost is of lost sales due to non-existent support? My last
> > communication with D-Link was an e-mail to the sales enquiry address on
> > their website asking them to intervene and get some answer for me from
> > support, it was after this went unanswered that I sought a refund from
> > their re-seller. The equipment seemed OK and did all that was required,
> > but if support from a manufacturer is absolutely zero they are not the
> > sort of people I want to do business with.
> > -----------
> >
> > If you are able to return the unit (my seller accepted it back after
> > double the time normally allowed due to the circumstances) I cannot
> > recommend too highly the Draytek Vigor 2600We. Great unit and several
> > avenues of first class service.
> > --
> > Malcolm
>
> Pretty much the same story all over! I shall try your solution.
>
> Regards
>
> Paul

Well, I tried and I am not getting very far. I contacted Simply
Computers (now part of Misco) from whom I bought the router. After a
fair bit of being transferred from one person to another, they finally
accepted there was something wrong and I got transferred to 'customer
service' (advanced sense of irony these people!).

Ah, they said, the warranty for D-link products is nothing to do with
us, you have to take it up with D-link. Surely, I replied, my contract
is with you? I have not bought anything from D-link. No, says customer
servicebot (going into broken-record mode), you have to deal with
D-link. But, says I, I have already tried and they are useless. Click
whirr (noise of tape loop), the warranty for D-link products is with
the company....

Normally I would be citing consumer protection law here, but I bought
the router through my business (as its connecting my home office to
it) so I think it doesn't apply and, certainly, Simply thinks it
doesn't [BTW, am I right here? I find it a bit strange that consumers
have some rights to be sold goods of merchantable quality but business
buyers are completely out there in caveat emptor land.].

Now I have to weigh up waving goodbye to 150 quid versus hours of
aggro trying to sort out a dud router when I think what's dud about it
is the design and build! I don't really want another one.

I could do with a bit of advice. I think I am going to have to do
battle with D-link as a matter of principle. In the meantime I need
some alternative device to connect me to the internet. Can anyone
recommend a good but cheap ADSL router (not a wireless one) with basic
NAT, VPN pass-through and built-in 10/100 hub? Secondly, can you
recommend an on-line retailer who can be trusted to try to sort out
problems rather than duck them?

Finally, let me add Simply Computers (aka Misco) to the list of
companies not to be trusted.

Paul

In message <(E-Mail Removed) >, Paul in
Coventry UK <(E-Mail Removed)> writes:
[]
>Can anyone recommend a good but cheap ADSL router (not a wireless one)
>with basic NAT, VPN pass-through and built-in 10/100 hub? Secondly, can
>you recommend an on-line retailer who can be trusted to try to sort out
>problems rather than duck them?

I've been very impressed with my SAR-715PVW from Solwise - you might
like the SAR-715PV, which doesn't have the wireless bit.

<http://www.solwise.co.uk/adsl_sar715pv.htm>

First-rate personal support and useful forums, though I wished they used
a newsgroup (I *hate* web-forums, but maybe that's just me).

--
Jim Crowther "It's MY computer" (tm SMG)
One way to escape spam: <http://popfile.sourceforge.net/>
And another very good one: <http://keir.net/k9.html>
Free yourself from DNS tyranny: <http://ntcanuck.com>

In message <(E-Mail Removed) >, Paul in
Coventry UK <(E-Mail Removed)> writes
>> "Malcolm Loades" <(E-Mail Removed)> wrote in message
>> news:myJol1DX1iZ$(E-Mail Removed)...
>> > If you are able to return the unit (my seller accepted it back after
>> > double the time normally allowed due to the circumstances) I cannot
>> > recommend too highly the Draytek Vigor 2600We. Great unit and several
>> > avenues of first class service.
>> > --
>> > Malcolm
>>
>Normally I would be citing consumer protection law here, but I bought
>the router through my business (as its connecting my home office to
>it) so I think it doesn't apply and, certainly, Simply thinks it
>doesn't [BTW, am I right here? I find it a bit strange that consumers
>have some rights to be sold goods of merchantable quality but business
>buyers are completely out there in caveat emptor land.].

That's not how I understand the Sale of Goods Act.

>Now I have to weigh up waving goodbye to 150 quid versus hours of
>aggro trying to sort out a dud router when I think what's dud about it
>is the design and build! I don't really want another one.
>
>I could do with a bit of advice. I think I am going to have to do
>battle with D-link as a matter of principle.

How long ago did you actually buy it? How did you pay - credit card? A
bit more information is needed.
--
Malcolm

"Malcolm Loades" <(E-Mail Removed)> wrote in message
news:CWEh8KEgu3Z$(E-Mail Removed)...
> In message <(E-Mail Removed) >, Paul in
> Coventry UK <(E-Mail Removed)> writes
> >> "Malcolm Loades" <(E-Mail Removed)> wrote in message
> >> news:myJol1DX1iZ$(E-Mail Removed)...
> >> > If you are able to return the unit (my seller accepted it back after
> >> > double the time normally allowed due to the circumstances) I cannot
> >> > recommend too highly the Draytek Vigor 2600We. Great unit and
several
> >> > avenues of first class service.
> >> > --
> >> > Malcolm
> >>
> >Normally I would be citing consumer protection law here, but I bought
> >the router through my business (as its connecting my home office to
> >it) so I think it doesn't apply and, certainly, Simply thinks it
> >doesn't [BTW, am I right here? I find it a bit strange that consumers
> >have some rights to be sold goods of merchantable quality but business
> >buyers are completely out there in caveat emptor land.].
>
> That's not how I understand the Sale of Goods Act.
>
> >Now I have to weigh up waving goodbye to 150 quid versus hours of
> >aggro trying to sort out a dud router when I think what's dud about it
> >is the design and build! I don't really want another one.
> >
> >I could do with a bit of advice. I think I am going to have to do
> >battle with D-link as a matter of principle.
>
> How long ago did you actually buy it? How did you pay - credit card? A
> bit more information is needed.
> --
> Malcolm

Bought it on 14 August in preparation for ADSL installation on 22 August.
Paid for with a company charge card (aka HSBC Business Card). Simply seem to
have a 'no quibble' returns and refund policy (excluding software) within 7
days which I think applies to all purchasers. I can't see any obvious in
their T&Cs which entitles them to avoid liability for non-merchantable goods
except there is this odd clause:

"8.2.4 Where the Goods are covered by manufacturer's warranties, details of
which will be supplied to the Buyer on delivery of the Goods the Buyer shall
only be entitled to the benefit of such warranties or guarantees as are
given by the manufacturer to the Seller."


Any help?

Paul

PS - I'm logging in from a variety of different locations hence my
constantly changing email ID!

In message <3f67824e$0$209$(E-Mail Removed)>, Bart
<(E-Mail Removed)> writes
>
>"Malcolm Loades" <(E-Mail Removed)> wrote in message
>news:CWEh8KEgu3Z$(E-Mail Removed)...
>> How long ago did you actually buy it? How did you pay - credit card? A
>> bit more information is needed.
>
>Bought it on 14 August in preparation for ADSL installation on 22 August.
>Paid for with a company charge card (aka HSBC Business Card). Simply seem to
>have a 'no quibble' returns and refund policy (excluding software) within 7
>days which I think applies to all purchasers. I can't see any obvious in
>their T&Cs which entitles them to avoid liability for non-merchantable goods

I'd pack it up in the original packaging and return it to the supplier
(signed for delivery) with a letter explaining why the goods are being
rejected and requesting a refund. A copy of the letter would go to my
credit card company disputing the charge (they normally leave the amount
on your account as a disputed amount on which no interest is charged).
Do this as soon as possible.

>except there is this odd clause:
>
>"8.2.4 Where the Goods are covered by manufacturer's warranties, details of
>which will be supplied to the Buyer on delivery of the Goods the Buyer shall
>only be entitled to the benefit of such warranties or guarantees as are
>given by the manufacturer to the Seller."

I don't believe the seller can rid themselves of obligation in this way.
However, if that's a clause they wish to rely on it's another good
reason for returning the goods. You didn't know, before receiving the
goods, the conditions of the guarantee and having had time to read them
find them unacceptable.
--
Malcolm