New modem activation problem

[mhl]

Have just installed a new VM broadband modem to replace faulty old one. Called the freephone number for activation and was told to follow browser activation procedure after the necessary signals were sent to my new modem. Have done this and it has screwed things up in a big way -

- every time I open my browser it goes back to the VM broadband activation page: when I click on Next it tells me the procedure has already been completed and then it takes me to the VM home page even though my brwser still has the same home page set.

- as part of the activation process a new VM account has been set up for me, with my son's ID. I can no longer access my original VM account, from where I control the various e-mail boxes which I set up years ago when I first joined ntlworld.

I have called VM tech support who have tried to tell me that the problem is with my PC, and to sort it out with the vendor! Ha!! The problem is with their activation procedure. Can someone please help me at least get rid of the constant browser start at the activation page?

[Ben B]

Switch of all your equipment, wait 30 seconds and switch the modem back on, wait for the lights to stabilise and then switch on the rest of your equipment.

[mhl]

Done that several times - no effect.

I ended up uninstalling both main browsers (Firefox and Opera) and all profiles, and purging the Registry, then re-installing. Drastic, but it fixed the apparent browser hijack.

The VM account problem remains unresolved and, not surprisingly, the tech support supervisor failed to call back as promised (why did I ever think he would?)

[Peter_]

All that should be required is for a Technical Support agent to release you from the "Walled Garden" which you will go in by default when a new modem is activated or go to the command line and release and renew your IP address which should give you a public IP address.

Anyone that just gets a replacement modem that is already an account holder should never click on the Activation link, just do as above and advise the Technical Support agent that you are probably stuck in the "Walled Garden".

This affects all EX-Telewest accounts now as well as all EX-NTL accounts.

[mhl]

Moldova

Unfortunately VM tech support (at least the guy at the end of the modem activation line) told me to follow the online activation procedure - which is precisely what got me into this mess. Once again they have made things worse instead of better. I've got internet and e-mail access OK, and I have fixed the "browser hijack" issue. But I have yet to be able to convince tech support that, as the VM account holder, I should be able to access and set up e-mail accounts/mailboxes - they seem to think that having access to my own named e-mail account is all that's required: I no longer have admin access to the other 4 e-mail profiles that exist within my VM account.

[Peter_]

Originally Posted by mhl

Moldova

Unfortunately VM tech support (at least the guy at the end of the modem activation line) told me to follow the online activation procedure - which is precisely what got me into this mess. Once again they have made things worse instead of better. I've got internet and e-mail access OK, and I have fixed the "browser hijack" issue. But I have yet to be able to convince tech support that, as the VM account holder, I should be able to access and set up e-mail accounts/mailboxes - they seem to think that having access to my own named e-mail account is all that's required: I no longer have admin access to the other 4 e-mail profiles that exist within my VM account.

You will need to call in to get this resolved and any existing customers should never follow the activation link and the agent who advised this gave incorrect advice to you so if possible raise a complaint against that agent.