Virgin cable + Ausus PC = No internet connection

MommaCC

Hi all, its the sister here. For clarification I have spoken to Virginmedia twice over the last week and spent several evenings trying different fixes, none of which seem to work.
Neither the new PC or laptop will automatically reset the IP addresses. Initially PC was showing as a 196 address which I understand from VM is a private address and it should never have had this in the first place. Virgin tell me that the IP address should beging with 2 digits starting with 7, 8 or 9. I checked my PCs settings, they begin with 192 and even tried typing mine in there, that didn't work either and again VM tell me that it is the wrong number!
With VM's help I tried to releasing & renewing through run option (turning everything on/off at different stages) and checked DHCP settings. Virgins verdict was that there is an issue with the PC and laptop, laptop needs to be taken to be fixed but as the PC is new we should conact the vendor to get the correct IP address replacing the false one that was given at initial set up.
I was convinced that the router was broken and last night took another router there to try. This didn't work either.
My next plan is to bring the laptop to my house to see if it works here (if I can prize it away from mum!)
Any ideas would be gratefully received. I am very happy to call VM again and insist that they fix it but need to know for sure that it is a fault at their end and not with mums equipment.

System

Hi

VM are not particularly good at problem solving.

My suggestion is to use the reset button, you will need a biro or paperclip or similar, as per their instructions.

http://help.virginmedia.com/system/selfservice.controller?

The router connects to VM and gets assigned an IP address, not your concern. The other side is something like 192.160.0.1.

Your computer would be 192.168.0.2 or similar.

System

Hi

A little bit more, and I dont want to lose/confuse too much... I am using Windows XP and the instructions should be close enough to follow I hope.

I went into Start and then Programs and Accessories and found the Command Prompt.

That will open a small black box you can type in

I typed

ipconfig -all > c:\ipc.txt

which produces a TEXT file called IPC.

This can be opened by notepad / wordpad /word etc to read the contents.

Which can be shortened and copied into this thread.

##############################################
Ethernet adapter Local Area Connection:


Dhcp Enabled. . . . . . . . . . . : Yes

Autoconfiguration Enabled . . . . : Yes

IP Address. . . . . . . . . . . . : 192.168.0.12

Subnet Mask . . . . . . . . . . . : 255.255.255.0

Default Gateway . . . . . . . . . : 192.168.0.1

DHCP Server . . . . . . . . . . . : 192.168.0.1

DNS Servers . . . . . . . . . . . : 194.168.4.100

194.168.8.100

Lease Obtained. . . . . . . . . . : 19 September 2014 13:37:26

Lease Expires . . . . . . . . . . : 26 September 2014 13:37:26

####################################################

What the above tells me is that I have an ethernet connection (cable to the VM router).

DHCP is on and gives me an IP address to use with the VM equipment (192.168.0.12)

It connects (Gateways) through 192.168.0.1
Also that it is served by the VM people at 194.168.4.100 and 194.168.8.100


So if there is anyway you can pass on these instructions or get any of the information it would be a tremendous help.

If in doubt please ask.

zaax

Does it work if you plug a computer directly in to the VM box?
Does you mum live in a block of flats?

RumRat

MommaCC wrote: »

Virgin tell me that the IP address should beging with 2 digits starting with 7, 8 or 9. I checked my PCs settings, they begin with 192 and even tried typing mine in there, that didn't work either and again VM tell me that it is the wrong number!

Just for Info. My Virgin IP's start with 192 also. So not sure where they are getting the other numbers from.
As suggested earlier, try the VM forums.
If the machine doesn't work at your house either, then take it back as faulty. That'll save all the heartache..;)

spongebobbrownpants

Your IP details look ok, try opening up the 'cmd' prompt again and type 'ping 192.168.0.1', this will try to get a response from the local router, if it works you'll see something 5 odd lines showing a reply with some stats. If this works then your PC can talk to the router.

Next try pinging the DNS server address listed and see if you get a similar response. You can also try any external address e.g. ping bbc.co.uk

Finally try an alternative command e.g. tracert bbc.co.uk (or any of the IP addresses), this will show the route that the connection goes through (you will get some entries showing timeouts, that is normal and is just some routers that refuse to respond to tracert).

You can also force a reset of the IP details by running 'ipconfig /renew' at the command line. This should force a new query to the router (dhcp server) for new IP details.

Let us know how you get on

Mamabear

Thanks all.

My daughter has broken a bone in her foot and is in plaster now so I won't be able to get to Mum's until next weekend. When I do I'll run through all of the above and let you know how we get on.

I appreciate all the tips.

MommaCC

Hi All, good news...
We tested the laptop at my house and it worked
Got back in touch with Virgin and explained that it was definately not our equipment and they are sending an engineer this week. Mum should be online by Tuesday.

Thanks for all your help.

Cycrow

There seems to be some confusion about ip addresses.

When using a router you will have 2, the external one, that is assigned to the router, this is the ip virgin are talking about. Then each pc/laptop will be assigned an internal one, usually starting with 196.168 (depending on how the router is configured)

Before the superhub it was different, which might be where the confusion is. As before the superhub, virgin just used modems, so when you plug a pc directly into it, you will get the external ip on that pc.

from what i can tell, there is nothing wrong with the settings on your pc, so its most likely the connection itself or the router thats at fault. Virgin do have the tendancy to blame your equipment rather than theres

Mamabear

Just to update;

The engineer came yesterday and Mum is now online with a vengance :j

Thanks to you all for the help and guidance.