Should I Have A Modem ?

paul11974 · 10-08-2007, 17:47

Well should my parents ? They have been having a lot of problems with there internet connection since they have had there v+ box installed. Before v+ they had a old pace box and was using a wired/wireless router since v + has been installed they have a router and cable modem. Can the internet not just come via the v+ box or am i missing something ?

Chris W · 10-08-2007, 17:57

no... they have to have a seperate cable modem.

paul11974 · 10-08-2007, 18:46

He has just spent 1hr on the phone to virgin and still no internet connection

---------- Post added at 18:46 ---------- Previous post was at 18:41 ----------

Does he have to register the modem and then configure the router ( linksys WRT45G ) to work with the modem ?

what? · 10-08-2007, 18:52

what equipment are you trying to use to get connected at the moment?
the router(access point) from the previous stb and the current modem?

if it is they do not support the router being used with the modem, only with the stb.
can u get connected directly from modem to pc?

---------- Post added at 18:52 ---------- Previous post was at 18:51 ----------

sorry you added that part on after i'd came onto page and astarted writing my reply
virgin only support you on a direct connection
dont support the lynksis router at all.
as i asked before, cna u connect direct form modem to pc?

paul11974 · 10-08-2007, 19:09

Quote:

Originally Posted by what?

what equipment are you trying to use to get connected at the moment?
the router(access point) from the previous stb and the current modem?

if it is they do not support the router being used with the modem, only with the stb.
can u get connected directly from modem to pc?

---------- Post added at 18:52 ---------- Previous post was at 18:51 ----------

sorry you added that part on after i'd came onto page and astarted writing my reply
virgin only support you on a direct connection
dont support the lynksis router at all.
as i asked before, cna u connect direct form modem to pc?

hi as it stands his current connection is modem to router model number E08C007 i don't think he has tried just connecting with the modem

p.s he also did have a internet connection when they set this up but in the past 2 days he has been unable to get on-line

what? · 10-08-2007, 19:16

to find it out if the faults on the vm end or with the router connect the modem directly into the pc using the ethernet cable.
once you are plugged in restart the comp and while its doing this unplug the modem from the power socket for a few seconds. if this brings the connection up, fault with router, not vm. if its still off, fault on pc or vm network/modem

do you know what lights r on your modem at the moment?

paul11974 · 10-08-2007, 19:44

Quote:

Originally Posted by what?

do you know what lights r on your modem at the moment?

ready

connect

enet

sync

---------- Post added at 19:44 ---------- Previous post was at 19:35 ----------

Quote:

Originally Posted by what?

to find it out if the faults on the vm end or with the router connect the modem directly into the pc using the ethernet cable.
once you are plugged in restart the comp and while its doing this unplug the modem from the power socket for a few seconds. if this brings the connection up, fault with router, not vm. if its still off, fault on pc or vm network/modem

do you know what lights r on your modem at the moment?

done this and no internet connection could it be that he has to register this modem ?

what? · 10-08-2007, 20:27

yeah, on the ntl modems i think you do need to register them
think there is a site you can do it through (its posted somwhere on this forum)
and if it doesnt work i believe its tech support who register it
(though im not 100% sure so id wait on confirmation from someone else more upto date on the ntl modems and procedures)

ian@huth · 10-08-2007, 22:25

Quote:

Originally Posted by what?

yeah, on the ntl modems i think you do need to register them
think there is a site you can do it through (its posted somwhere on this forum)
and if it doesnt work i believe its tech support who register it
(though im not 100% sure so id wait on confirmation from someone else more upto date on the ntl modems and procedures)

I thought that as you worked in broadband technical support you would know everything there was to know in order to support customer's broadband. How would you go on if the OP called on the premium rate support line and got you> Would you refund the cost of the call?

Chris W · 10-08-2007, 22:53

Let's stick to the topic in hand please.

the registration address is: https://autoreg.autoregister.net/ can't remember the serial number off the top of my head, but a letter should have been sent out with the serial number and pin number if the modem does indeed need registering.

paul11974 · 12-08-2007, 16:41

ok quick update i visited the parents today and managed to register the modem and get the internet but now its as slow as dial up what the hell is going on ?

what? · 12-08-2007, 19:10

Quote:

Originally Posted by ian@huth

I thought that as you worked in broadband technical support you would know everything there was to know in order to support customer's broadband. How would you go on if the OP called on the premium rate support line and got you> Would you refund the cost of the call?

i work for the telewest side my dear friend, so i wouldnt need to support this

glad u got ur prob sorted

paul11974 · 12-08-2007, 20:28

could it be that they would need to reset there router to factory settings and run the install disc again as the modem is new to the router ?