Virgin cable + Ausus PC = No internet connection

Mamabear

Hello Techies.

I'm not clever like you wise folk and my Mother is even less so (techie that is) but here is my tale of woe.

My husband set up my Mum's shiny new Asus PC on 22 August, hardwiring it to her Virgin cable service but she hasn't really used it so far as it seems she has now (at last) grown accustomed to using her laptop with a wireless connection.

On Sunday, 7 September she lost her internet connection (both wireless and wired) and having spoken to Virgin Media's call centre it seems that I need to acquire a new IPv4 address from the PC's manufacturer in order to make the PC compatible with the router provided by Virgin.

Virgin are adamant that Asus should provide this
Asus tell me that it is is most assuredly Virgin's place to allocate a new IPv4 address.
Virgin refute Asus's implications and are unable to help.
So are Asus.
Mum is twiddling her fingers.
I am 120 miles away from Mum and won't be able to get to her before Monday.

Can anyone, point me in the right direction and tell me who I need to pin down? Pretty please.

Thanks
Anne

danthemoneysavingman

Have you tried resetting the router?

Mamabear

Very much so.
Tried turning it off for days at a time too.

kwikbreaks

Mamabear wrote: »

having spoken to Virgin Media's call centre it seems that I need to acquire a new IPv4 address from the PC's manufacturer in order to make the PC compatible with the router provided by Virgin.

That's a complete nonsense. Are you sure you have got the terms they used correct? VM support are known to be bad but I can't believe you found one bad enough to spin you that load of rubbish.

danthemoneysavingman

sounds like they need to send an engineer round

Mamabear

Agreed.
In fairness my sister has been speaking to Virgin Media (she is geographically closer to Mum) and is confident that she isn't being spun a yarn by them. My husband and I (pretentious, moi?) disagree.

I have been emailing (so far) Asus but would be happy to phone them if that is what it takes.

danthemoneysavingman

if you wiki IPv4 you'll see virgin are talking nonsense...

Mamabear

I did, several days ago.
Tbh this is as much to settle a (not quite yet heated) conversation with my sister as to clarify things in my mind

kwikbreaks

The VM Superhum status page will show if there is a connection or not.

Hopefully this link will work but if not just google it


http://help.virginmedia.com/system/selfservice.controller?CMD=VIEW_ARTICLE&ARTICLE_ID=27595&CURRENT_CMD=SEARCH&CONFIGURATION=1001&PARTITION_ID=1&USERTYPE=1&LANGUAGE=en&COUNTY=us&VM_CUSTOMER_TYPE=Cable

Armorica

On Sunday, 7 September she lost her internet connection (both wireless and wired) and having spoken to Virgin Media's call centre it seems that I need to acquire a new IPv4 address from the PC's manufacturer in order to make the PC compatible with the router provided by Virgin.

Virgin are adamant that Asus should provide this
Asus tell me that it is is most assuredly Virgin's place to allocate a new IPv4 address.
Virgin refute Asus's implications and are unable to help.

simply doesn't make any sense. IP addresses are either dynamically allocated or static. As a normal customer it will be dynamic. Each time you restart the router, the IP address allocated will be updated.

You should try posting on Virgin's forums - people will be familiar with common issues and there are moderators/staff on the forum who can help too.

Something that would vaguely make more sense is references to MAC addresses, but Virgin will be seeing the one on the router. It's highly unlikely there are any compatibility issues between the PC and the router. With googling, you ought to be able to tell from flashing lights on the router whether that is getting a signal or not.

Did it work between 22 August and 7 September (not that I'm trying to blame your husband...)?

http://community.virginmedia.com/t5/Wireless-Networking/bd-p/Wireless

Crinkmeister

Have you accidentally unchecked DHCP in the DHCP tab?