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View Full Version : Just restored my computer to factory settings and now I cant connect to the internet

dmc123
26-09-2010, 20:29
I recently got a virus (or quite a few) and so I restored the computer (Windows XP) to factory settings. Now the computer doesn't recognise my Motorola Surfboard and trys to install it but can't. I can't remember whether or not it came with an installation disk and if it did is there anyway I can get online without it (I cannot connect to the internet at all on my main computer)? As far as I know the internet (Virgin Media Broadband) is working perfectly - all the lights are fine.
jb66
26-09-2010, 20:31
Virgin no longer support modems connected via USB, you need to use Ethernet cable. Is your network card set up and enabled?
Jonnymeg
26-09-2010, 20:32
Depends on how you connect to the modem.
If it is via USB then you will need the drivers, which would have come on an installation disk.
If you are connecting by ethernet then you shouldn't have a problem as long as the drivers for the ethernet card are installed correctly.
BenMcr
26-09-2010, 20:32
If you don't have an Ethernet card in the PC and need the USB drivers you can get them from VM's help site:

How to download the latest USB modem drivers (http://help.virginmedia.com/system/viewArticle.jsp?uuid=86EF61BD-4CDA-4CAD-8489-533E7FAD599B)
dmc123
26-09-2010, 20:36
Virgin no longer support modems connected via USB, you need to use Ethernet cable. Is your network card set up and enabled?

Could I pick one of these up cheap in a computer shop? I don't have a network card I don't think...it's a Motorola Surfboard 5100.
Jonnymeg
26-09-2010, 20:37
Virgin no longer support modems connected via USB, you need to use Ethernet cable. Is your network card set up and enabled?

Not quite true. They do support them but no longer install them. VM will offer support on all products they have in service.
BenMcr
26-09-2010, 20:39
Not quite true. They do support them but no longer install them. VM will offer support on all products they have in service.Actually that's not true either

Virgin will only support USB connections for customers installed before Feb 2007

If you were installed after Feb 2007 Virgin will only support connection via Ethernet
dmc123
26-09-2010, 20:48
If you don't have an Ethernet card in the PC and need the USB drivers you can get them from VM's help site:

How to download the latest USB modem drivers (http://help.virginmedia.com/system/viewArticle.jsp?uuid=86EF61BD-4CDA-4CAD-8489-533E7FAD599B)

and JonnyMeg: thank you I'll try these drivers and let you know.
Jonnymeg
26-09-2010, 20:48
Actually that's not true either

Virgin will only support USB connections for customers installed before Feb 2007

If you were installed after Feb 2007 Virgin will only support connection via Ethernet

After feb 2007 i doubt very much you would have had a USB product offered.
jb66
26-09-2010, 20:52
That's a handy webpage, was unaware it existed. If you can grab a cheap network card from eBay it will be a worthy upgrade as I'm not sure a USB connected motorola can handle 10 meg
dmc123
26-09-2010, 21:41
I've now got the SurfBoard working on my laptop and did exactly the same on the main computer which I restored (transferring the drivers on a usb memory stick) but it's not working..any tips?
djmagnifique
26-09-2010, 22:37
I've now got the SurfBoard working on my laptop and did exactly the same on the main computer which I restored (transferring the drivers on a usb memory stick) but it's not working..any tips?

Contact Virgin, say your modem won't let you connect after reinstalling your pc amd that you are CONNECTING BY ETHERNET. Tell then what model modem you have, they should say 'we will send you a nice shiney new modem free of chsrge'
jb66
26-09-2010, 22:53
Contact Virgin, say your modem won't let you connect after reinstalling your pc amd that you are CONNECTING BY ETHERNET. Tell then what model modem you have, they should say 'we will send you a nice shiney new modem free of chsrge'

But the new modem won't have a USB port so what's the point? Just as well getting a network card
dmc123
26-09-2010, 23:03
I'd rather just try and fix it myself if it's possible.
Tried a power cycle and then tried to install the driver on the main computer and still no luck. Might just have to phone Virgin or buy whatever I guess.
jb66
26-09-2010, 23:06
Weird how it works on the laptop! Other option is getting a wireless router and a USB wifi stick for the pc
Ben B
26-09-2010, 23:06
If you still can't get it going, you could try a USB to ethernet converter http://www.amazon.co.uk/LUPO-Ethernet-Network-RJ45-Adapter/dp/B000S6DFZ8/ref=sr_1_1?s=computers&ie=UTF8&qid=1285538692&sr=1-1 or get an network card and install it yourself http://www.amazon.co.uk/TP-Link-Gigabit-Interface-TG-3269-RTL8169SC/dp/B000FO6QWM/ref=sr_1_1?s=computers&ie=UTF8&qid=1285538767&sr=1-1 :)
dmc123
26-09-2010, 23:31
ugh, this just so annoying. thanks for everyone's help. any more suggestions are still welcome.