Virgin Media Broadband Problem!!

emma70_2

Hi, My father in law is on Virgin Media and for the last 3 days has had no connection. I have phoned them to tell them but apparantley, there is no fault. I tap off his network as i live next door so obviously i too cannot get it. It is coming up on the icon connected but when you go on internet it says page cannot be displayed. Does anyone have any suggestions? Many thanks in advance.

lilac_lady

I don't have the answer but this has happened to me on a few occasions although it didn't last as long as 3 days. The helpdesk was useless and said "no fault" but it righted itself so I wonder if they did twiddle a few buttons at their end to sort the problem out. Phone again, keep trying.

RichPyke

First things first, very technical...

On the cable box, there is a green light, is it blinking or solid? Blinking means there is an error, Solid means it's OK.

Next, if the light isn't blinking, reset the modem (turn off for 10s)

If the light isn't blinking and the modem reset didn't fix things try plugging the modem direct in to a PC.

If none of that works then your modem is fried, get Virgin to send you a new one.

If it works, your router needs configuring/you have a network cable problem/your PCs need configuring/you need a new router.

Let me know how you get on with the blinking light and modem reset, then if you tell me your router make/model I'll be able to talk you through reset/setup of it.

HTH

emma70_2

Thanks for that. The problem is i am at work so have no way of going on line when i get home will have to print off your instructions and take home with me.

MKPhil05

I'm assuming he's not been cut off for payment problems...

You will get a "connected" icon for your network as you are (probably) connecting to the "local" network made up of your PC, his PC, the wireless router. However, it doesn't mean that you are connected to the Internet.

Is he using ADSL or VM's own Cable service? Can't comment on the former but as I use the latter so here goes! First check what lights are on on the cable modem (the box this connects to the VM cable, but not the TV box) - on my Cable Modem I usually have:

PWR: steadily lit when modem is powered on.
USB: lit when there is a physical USB connection to the PC; flashes when transferring data.
ENET: lit when there is a physical ethernet connection to the PC; flashes when transferring data.
U/S: normally unlit; flashes when transmitting data to the cable network.
D/S: normally unlit; flashes when receiving data from the cable network.
SYNC: lit when the cable modem is locked on to the downstream signal.
RDY: lit when the cable modem is ready for use.

Check to see if any are different to the "norm" detailed above. Phone Tech Support (150 I think) and say what's not normal - that may help.

Check the cabling - there should be a cable from the wall to the cable modem, and one from that to the wireless router - make sure they are all secure. Also check the power cables are secure and everything is switched on!

Also from your PC go to http://192.168.100.1 - you should get a status page back from the cable modem - if not, then you're not connected to it!

Find out what the web management address is for your router (wireless or otherwise) - often something like http://192.168.0.1, http://192.168.1.1 or http://192.168.2.1 - go there from your PC and see if you can connect to that.

Let me know how you get on - there may be some other things to try based on these results.

Finally, for a more higher-level techie view, go to http://homepage.ntlworld.com/robin.d.h.walker/cmtips/index.html

Good luck!

RichPyke

OK... basically

Check the light (this will confirm Virgin's claims that it's not them)
Check the modem
Reset the router & set up again
Run network wizard again

Make sure you reboot everything each time you change things. And make sure all cables are firmly pushed in/screwed in.

And from experience, it could be the router, I've gone through around 7 now... if possible, try getting another router to try (cable router not ADSL). PC world are great for this, buy it, try it, take it back for full refund no questions asked.


I assume it's not wireless? If wireless then it may be the wireless itself which is very common... if it is, try doing it through wired.

For your info... if you go to your browser at home and type in 192.168.0.1 (usually, may be 1.1) it goes to your routers setup page. 192.168.100.1 should take you to the modems setup page (where you can see all the settings, speeds etc.)

If you cant fix it this weekend, note down the following;
Modem make/model (I assume the motorola surfboard - mine is)
Router make/model
Also how many PCs and how they are connected, any hubs or switches etc.

superjaggybunnet

Has he got anything else wireless set up in the house?

I had an AV Sender that was screwing up my Vrigin Media until I changed the channel on it.

emma70_2

Many thanks for that Rich. Will try when i get home i have printed off the instructions so hopefully will be able to sort it, if not, then i will be:mad: .