New router problem

purplepatch

My parents have been having a problem with their internet connection. ISP says no problems as far as their concerned and BT say no problems on the line. In case it is the modem, she's bought a new router to try, a netgear dgb111g which apparently pc world will take back within 20 days if it doesn't make any difference.

They've tried installing it but getting a 633 error - modem already in use or not configured properly. Any ideas why that might be? Should they be uninstalling the previous bt modem?

Chippy_Minton

Is this a broadband or a dial-up ISP? The 633 error indicates an attempt to use dial-up networking. Are they using dial-up?

If this is a broadband ISP then the Netgear router/modem replaces the existing modem, so you should disconnect it, though there's no need to uninstall the modem software or drivers.

purplepatch

Chippy_Minton wrote: »

Is this a broadband or a dial-up ISP? The 633 error indicates an attempt to use dial-up networking. Are they using dial-up?

If this is a broadband ISP then the Netgear router/modem replaces the existing modem, so you should disconnect it, though there's no need to uninstall the modem software or drivers.

No, it's a broadband isp. They've had dialup in the dim and distant past, is there something that they need to delete or alter to stop it attempting to use dial-up?

markyfun

Sounds like you still have the old router plugged in: http://support.microsoft.com/kb/q279658/

purplepatch

No, all removed and the dial up modem was replaced with a broadband one a couple of years ago. This one is a replacement for that.

Apparently the dial up modem is not listed in the networks connections on the control panel. Why is it trying to dialup when the only device present is the new netgear bb one?? Seems strange.

espresso

purplepatch wrote: »

They've tried installing it but getting a 633 error - modem already in use or not configured properly. Any ideas why that might be? Should they be uninstalling the previous bt modem?

Not sure exactly what you have done so far but you can't simply swap the previous BT modem for the new Netgear router. The new router needs to be configured e.g. your username /password and then the router will stay connected 24/7 once the conection has been established. If you are using Internet Explorer, you may need to go to Tools, Internet Options, Connections Tab and select "Never dial a connection".