Virgin Media desperation!

nilrem_2

I wonder if anyone would be kind enough to offer some advice?

I have no knowledge of Virgin cable and I am asking on behalf of my daughter.
Here is the issue -:
My daughter has been with Telewest/Virgin for around 10 years and currently pays them about £60 per month for TV, Phone and Broadband. She has a very old modem they supplied years ago (no wireless) and her husband bought a Belkin router to use with the modem. he set it all up and sadly he passed away 18months ago suddenly.

Now she has bought a new laptop and cannot connect it to the equipment. It asks for security codes and stuff which we don't know and he never wrote down!
I have checked it and the laptop works fine on my home BT connection, I have tried logging in to the router but can't get anywhere.

I advised my daughter to phone virgin and ask them if they would supply her a new wireless router/modem as her existing one is so ancient. They refused and said her existing modem is still fine and refused to help as she was using the Belkin router with it!

We have tried connecting directly to the modem with an Ethernet cable but it still does not work, I advised my daughter to phone again, this time he told her to change some settings which did not work and then said they could do no more, no even her old laptop refuses to connect to the net!

I suggested that she phones them back and tells them that unless they send a replacement router/modem so that she can get the service she is paying for then she will cancel and move her custom to either sky of BT (they have fibre in the street). why do they expect her to pay for broadband when she cannot connect to the net?

Any suggestions would be appreciated.

JJ_Egan

Reads as your router has a password that you don't know .
Nothing to do with Virgin .

Google search the Belkin model and find the setup instructions . Then change the password and enter it on the laptop .

jje

PDC

The Belkin help site is here; http://www.belkin.com/us/support-article?rnId=48

If you can reset the router you may be able to start over with the set up. Good luck.

nilrem_2

JJ_Egan wrote: »

Reads as your router has a password that you don't know .
Nothing to do with Virgin .

Not sure if you read the post fully but I did mention that even with the cable connected directly to the Virgin Modem (with the router out of the system) it still does not work. The modem was supplied by them so it is to do with them IMHO.

nilrem_2

Many thanks for the replies, there is now light on the horizon, my daughter phoned again and this time managed to speak to a much more helpful lady who has arranged for an engineer to call and hopefully fit a new superhub.

jb66

nilrem wrote: »

Not sure if you read the post fully but I did mention that even with the cable connected directly to the Virgin Modem (with the router out of the system) it still does not work. The modem was supplied by them so it is to do with them IMHO.

you have to powercycle the modem after you plug the laptop in

kwikbreaks

jb66 wrote: »

you have to powercycle the modem after you plug the laptop in

...and the "tech support" rep wouldn't have gone through that with the caller?

nilrem_2

My daughter has had conversations with 3 different people none could get it working, I have no idea what the last one told her to do but the result is that now even her older laptop (which was working wirelessly until yesterday) now won't connect to the net.

At least when I tried different settings I always left it so that she could access the net with her older lappie!

I haven't been to try anything since this problem as they are calling today and hopefully will sort it out.

macman

The wireless connection to the router is nothing to do with VM. They won't support that router and nor will they have any idea what the wi-fi code is.
If it has dropped the connection then she may need to re-enter the wi-fi code, or do a factory reset on the router to restore it to the default code if she has forgotten it.
VM's responsibility ends at the modem.

nilrem_2

macman wrote: »

The wireless connection to the router is nothing to do with VM. They won't support that router and nor will they have any idea what the wi-fi code is.
If it has dropped the connection then she may need to re-enter the wi-fi code, or do a factory reset on the router to restore it to the default code if she has forgotten it.
VM's responsibility ends at the modem.

As I mentioned above we do know that!

The modem does not work even when connected directly with an Ethernet lead, (the router is removed from the equation)!

I explained to my daughter that the router is nowt to do with Virgin and she understands that but again as I pointed out above she is unhappy that before they fiddled with her settings she could get online with her older Laptop whereas afterwards she was unable to use that either.

I quite understand that they are not responsible for the router but neither should they fiddle with it and leave it not working when it worked before!

jrawle

macman wrote: »

The wireless connection to the router is nothing to do with VM. They won't support that router and nor will they have any idea what the wi-fi code is.
If it has dropped the connection then she may need to re-enter the wi-fi code, or do a factory reset on the router to restore it to the default code if she has forgotten it.
VM's responsibility ends at the modem.

But why should they not provide a loyal customer of 10 years with a new modem/router that has modern capabilities such as (gasp) wifi? Particularly given that the OP is paying £60 per month, and new customers receive one. It seems in the end VM are indeed providing a new Superhub so everything is OK.