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New Connection Help

Taking time out from my own BB issue with V21, I've been trying to setup my sister in law's new connection.
She's signed up with Toucan.
They've provided a modem and say the line is activated (a month ago).
Her PC is connecting to the USB (speedtouch) modem but there is no connection from modem (ADSL) to the BB server.
The USB led is steady green. There is no ADSL led is off.Toucan's help page states: The modem has not synchronised with the exchange.
e have tested the modem on another line ok.
I get an error 680: no dial tone.
I have tried a 2nd PC with same setup to the modem which also could not connect.
Her BT box is a master socket and I do have 50v on the orange wire / 0v on the white. I have reversed them just to check the connection, still no joy.
We are connecting via a filter (I've tried a 2nd one also).
Toucan support is very poor. They have told her they will check the connection. She's been waiting a month.
A search on Prodigy Networks shows:

Rate adaptive (250k and 500k) : Green
Fixed Rate (1000k and 2000k) : Green
MAX speed (upto 8000k) : Green (5000 kbps)

250k, 500k, 1000k, 2000k and 5000k are all available on this line.

Line status

This line has a Shared Metalic Path Facility (SMPF) on it - either the broadband or phone service utilises an LLU service while BT provides the other service normally.

Do I take it that this means her BT line is all ok?
Could it be something at Toucan's end?
Am I missing something here?

Any help appreciated.
Thanks
Terry
 
Hi Terry,

It sounds to me as the problem lies with TOUCAN and not with your sister-in laws PC.

I have recently escaped from TOUCAN because they were a reseller to TISCALLI and now a reseller to PIPEX. I had nothing but trouble when my 12 month contract came to an end. Their quality of service is so low you will get no useful help from them.

You should ask for a MAC right away, stop all payments to them. You might consider telling them they have broken the agreement by NOT supplying what you require (a broardband service). Also claim back any payments you have made and report them to Trading Standards and uncle tom cobley and all.

Regards Paul
 
Pick up the phone and check there is a constant dial tone. The 1571 service gives an interrupted tone if there are any messages. This confuses the modem into believing there is no dial tone,
 
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BT Gain

Pick up the phone and check there is a constant dial tone. The 1571 service gives an interrupted tone if there are any messages. This confuses the modem into believing there is no dial tone,

Tested the dial tone and it is ok.
Spent another hour on it today with no luck.
Would the BT line gain cause this issue?
 
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