Virgin Media Cable Modem Problems

[speedrpm]

Good afternoon everyone, hope your all good,

This is my first post and with a bit of luck, someone will be able to assist as V.M's technical support is crap!!!

Basically the problem is as follows. We have an older style NTL:Home cable modem that is normally connected to a Linksys WRT54GS wireless router which then connects 3 pc's hardwired via ethernet cable, which upto yesterday, worked fine. We have received a new Virgin Media Cable modem (the smaller blue one) which we've plugged in and are now having problems with one of the pc's.

When the modem is connected to the router, 2 pc's connect to the internet without any problem. Our 3rd desktop pc is having major problems though. Having checked in the network and sharing centre LAN status / details, no IPv4 default gateway is being acquired from the modem. I've connected this cable modem directly to the Ethernet port on the pc that isn't working and bypassed the Linksys router completely, re-booted both PC and Cable modem, and still no IPv4 IP address. I've connected the Cable modem to a laptop, and the laptop finds an IPv4 default gateway address without problem and connects to the internet. So, you would assume then that the problem lies with the pc. I've updated all the motherboard drivers including the ethernet and LAN drivers, and the pc says that the two LAN ports on the back of the pc are working properly.

I've also powered down the pc and modem and disconnected the co-ax cable, powered everything back up and checked checked the IP address which was 169.254.220.247, re-connected the co-ax cable, powered everything down and back up again, and still get the same IPv4 IP address.

The other 2 pc's that work when the modem is connected to the Linksys router are running WinXP and WinVista 32bit Home. The only difference with the pc that won't work, is that it's running WinVista 64bit Ulitmate.

I can't figure this out and am at the point of tearing my hair out. The tech guys at V.M. have said they will check to see if the MAC address of the router has been used twice on their system, said they'd call me back in 5 mins, that was 4 hours ago!!! The router by the way is registered on V.M's system so that shouldn't be an issue.

Any help or ideas would be most appreciated. Hope your all enjoying the sunshine.

Kind regards.

speedrpm

[techyguy4]

Originally Posted by speedrpm

This is my first post and with a bit of luck, someone will be able to assist as V.M's technical support is crap!!!
blah-blah-blah

So, you would assume then that the problem lies with the pc. I've updated all the motherboard drivers including the ethernet and LAN drivers, and the pc says that the two LAN ports on the back of the pc are working properly.

Kind regards.

speedrpm

When you know that the problem is with the pc then I dont think its a good idea to call tech support as crap. And when its your pc issue (since bb working fine on two other pcs), then you should not seek any support from tech support. They can help you with checking the connection and all that but not for your pc.

---------- Post added at 18:22 ---------- Previous post was at 18:21 ----------

NEwayz welcome to the forum. :-)

[speedrpm]

I was referring to V.M's technical support as being crap for the simple reason that in the past two days, I have made 4 phone calls to V.M. technical department, on each occasion I was promised a return phone call. Not once have I been called back with answers to any of the questions put to them. As regards to the whether or not it is an issue with my pc, I don't know that it is. As I posted, although the cable modem works on two other pc's, there is absolutely no reason it shouldn't work on the 3rd pc, considering all were operating without problem only 2 days ago with our old ntl:home modem, now using the new Virgin Media Modem and we've suddenly got an issue.

Nobody seemed to be able to answer the question as to whether there was an issue with the 3rd pc that isn't working running Vista 64bit, nor was anyone able to reason why the old modem was fine with all the pc's one day, then not the next.

I would suggest therefore that before you start berating me for calling V.M. tech support crap, that you either get all the facts before you post, or you give a perfectly reasonable explanation for V.M tech support never calling back.

p.s. I notice your in India, not one of V.M's tech support staff are you, at least that would explain a few things...

[Graham M]

Originally Posted by speedrpm

p.s. I notice your in India, not one of V.M's tech support staff are you, at least that would explain a few things...

You won't get very far here with comments like that

[Russ B]

Play nice people. The infractions button is just waiting to be pressed today, the warm weather has made my finger very twitchy.

[speedrpm]

Good afternoon Zeph,

Thank you for your post. It seems there is a real case of double standards here, is it fair that techguy4 can write 'blahblahblah' under my earlier post, and be really rather blunt in his earlier response, yet as soon as I write asking if he's one of V.M's tech support guys, that explains a lot (meaning that if he is a member of staff it would explain his blunt comment) I receive further comments saying it won't get me very far!!!

Yet at no point have any of the issues or questions I posted being attempted to have been answered, with everyone more concerned that I called V.M's tech support crap. But having waited in nearly all day yesterday, and most of today, and so far having spent approx £10.00 in calls, if you were in my shoes I'd be interested to know how you would be feeling regarding the support you had received.

I simply posted asking for some general advice, and basically whether or not anyone knew of anything similar happening to them.

[Russ B]

Originally Posted by speedrpm

Thank you for your post. It seems there is a real case of double standards here, is it fair that techguy4 can write 'blahblahblah' under my earlier post, and be really rather blunt in his earlier response, yet as soon as I write asking if he's one of V.M's tech support guys, that explains a lot (meaning that if he is a member of staff it would explain his blunt comment) I receive further comments saying it won't get me very far!!!

Allow me to nip this in the bud.

If any forum user feels they have been insulted or personally attacked by someone, do not rise to it, just report it to the team. Difference of opinion is allowed, no problems there but once it gets personal then we have to wade in and people end up getting banned, which I do not want to see.

[Richy99]

if it works on the 2 other pcs but not that one then it would indicate a fault with the pc as it is not getting a valid IP address, VM do not register your router they only register the modem to their system

i will not comment on your little bit of attitude as it will just escalte into a free for all but as it has mbeen mentioned you wont get far with the sort of comments you are making

as for them not calling you back, sometimes things get overlooked or if they are busy might not be able to call you back, im not making ewcuses for them

[speedrpm]

Ok,

firstly let me apologise for any comments I may have made that may have upset anyone, that certainly wasn't my intention. However, as russ has pointed out, differences of opinion are allowed and I would never personally insult or attack anyone, but welcome open and honest discussion with all members. I did perhaps rise to the comments techguy4 made earlier, but in my eyes his comments came across as rather forward. But I'll be the first to apolgise to techguy4 and anyone else who feels I was out of order, and hope that this can be resolved without further issues.

Kind regards.

speedrpm

[piggy]

whilst not scientific if i was called out to this fault i would see the internet connected to 2pcs and then walk away faults do happen to equipment call it coincidence/bad luck but i would suggest your fault lies with the 3rd pc

[speedrpm]

Well,

I suppose if it's a hardware failure of the Ethernet ports on the motherboard, its nothing a £10.00 ethernet card won't fix...

Thanks for everyone's help, very much appreciated.

Kind regards

speedrpm

[whydoIneedatech]

Originally Posted by speedrpm

Well,

I suppose if it's a hardware failure of the Ethernet ports on the motherboard, its nothing a £10.00 ethernet card won't fix...

Thanks for everyone's help, very much appreciated.

Kind regards

speedrpm

It is quite possible that the Host Table on the UBR is at capacity, you are only allowed 5 MAC addresses on the Host Table, if the problem persists ring up and ask can the 2nd line Technicians check for you and delete the MAC addresses on there.

As for saying the other guy comes from India because he has it in his CP, have noticed the few others that say they are from Out of Space, I take take their claims with a pinch of salt, and the same with his claim to be in India

[moaningmags]

Take the white coaxial cable out of the modem, connect it to the computer you're having trouble with.
Does it still have a 169 ip address or does it change to 192.168.100.X
If it stays at 169 it's the comp at fault.
If it changes to a 192ip addy then the MAC address of the NIC is already registered on the network (ie someone else has the same MAC and they got on before you) or as whydoineedatech says the host table is full and needs clearing.

HTH
Mags

[techyguy4]

Hi All,

You will find India in my profile because I am in India and I am a member of VM tech support.

[whydoIneedatech]

Originally Posted by techyguy4

Hi All,

You will find India in my profile because I am in India and I am a member of VM tech support.

Which Call centre are you in? choice of 3.