STB connection problem

tevaka · 03-04-2005, 10:24

NTL / LAN connection problem

Help !! I'm on Wanadoo PAYG dialup as my NTL broadband
connection isn't functioning.
I connected my Ethernet cable to my new PC and it told me there was 'low or no connectivity'. I've rebooted the STB and PC umpteen times and still no change. Went back to my old PC and that is saying exactly the same despite it having been fine 2 hours before.Now 4 days later and still no resolution - technical support are blaming the PC manufacturer but the Netgear adaptor seems fine.
The error message I get says that the network did not assign a network address to the computer.
The details box then shows that although I have:
Physical Address
IP Address
Subnet Mark assigned
There is nothing assigned for :
Default Gateway
DNS server
WINS Servers

Any ideas help gratefully received!

tevaka · 03-04-2005, 11:54

Got through to technical support again and spent 35 mins sorting it out. Still no joy but engineer coming Wednesday am to try using a USB adaptor. Cross your fingers for me !

tevaka · 06-04-2005, 19:04

Engineer visited - said the STB was the problem. Gave me a PACE 4000 and left saying "give an hour to download new settings". After the hour I now find an error message " Your Ethernet cable is unplugged". But its not !

Rang Technical Support twice - end result " you need a crossover adapter as the new box doesn't work with crossover cable". I asked why the engineer didn't tell me that and they replied that he wouldn't know that. Is this "support" ?
I asked if there was a specific kind of adapter and told no. PC World locally don't stock them . Anyone know who will stock them and give me a model or name description to quote?

Marge · 06-04-2005, 19:09

Quote:

Originally Posted by tevaka

Engineer visited - said the STB was the problem. Gave me a PACE 4000 and left saying "give an hour to download new settings". After the hour I now find an error message " Your Ethernet cable is unplugged". But its not !

Rang Technical Support twice - end result " you need a crossover adapter as the new box doesn't work with crossover cable". I asked why the engineer didn't tell me that and they replied that he wouldn't know that. Is this "support" ?
I asked if there was a specific kind of adapter and told no. PC World locally don't stock them . Anyone know who will stock them and give me a model or name description to quote?

If you PM me your details I'll pop one in the post tomorrow for you.....

tevaka · 09-04-2005, 20:37

Quote:

Originally Posted by Marge

If you PM me your details I'll pop one in the post tomorrow for you.....

Marge - read your post after ordering an adapter online but have taken up your offer also.
Got my crossover adapter from Maplins online and fitted to crossover cable connection to STB - makes no difference,still "no or little connectivity".
PC World tech guy suggested replacing crossover cable with a RJ45 'patch' cable. Have now ordered that online as PC World prices are inflated.. Cross my fingers and hope that works!!
Day 9 of no broadband connection.....

Marge · 09-04-2005, 20:43

B & Q do cheap cable, cost me ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£2 for 3m

however

can you check on the back of the box where the cable plugs in, does it say ethernet, xover or midix ??

and how are you connecting now, usb or ethernet??

tevaka · 09-04-2005, 23:14

Quote:

Originally Posted by Marge

B & Q do cheap cable, cost me ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£2 for 3m

however

can you check on the back of the box where the cable plugs in, does it say ethernet, xover or midix ??

and how are you connecting now, usb or ethernet??

STB says Ethernet/midix.
I'm currently attempting to connect with ethernet.
Didn't realise B&Q did those kind of cables but too late now as I've used Savastore. But they only charged about ÃƒÆ’Ã†â€™ÃƒÂ¢Ã¢â€šÂ¬Ã…Â¡ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£7 for a 15m (as my PC is in a different room from the STB).

th'engineer · 10-04-2005, 06:16

Just to help people out here could you tell us all what you are connecting to PC spec ethernet or usb which stb.

I understand itsa a 4000 which does not need x over adapter should work with normal cable .

Use up dwn blue oin your remote check CM status should say QQS something .

You need to reprovision your service so you need your original letter.

See broadband help here

tevaka · 10-04-2005, 10:06

Quote:

Originally Posted by th'engineer

Just to help people out here could you tell us all what you are connecting to PC spec ethernet or usb which stb.

I understand itsa a 4000 which does not need x over adapter should work with normal cable .

Use up dwn blue oin your remote check CM status should say QQS something .

You need to reprovision your service so you need your original letter.

See broadband help here

Sorry to sound narky but I have specified that its Ethernet via a crossover cable to a PACE 4000 STB. Every time I 'phone Technical support it takes at least 3 times before I'm actually beleived that I can tell them what my own equipment is...........
Because I previously had a PACE 1000 STB I used crossover cable as specified. This worked beautifully until the fateful day I disconnected and reconnected to the new PC. Then I got an error message saying "low or no connectivity'. I reconnected to old PC and got the same message.
As for PC spec - its an AMD Sempron 3000 running Windows XP. It has an Ethernet connection to a 10/100 LAN. It also has 6 USB ports.More details on request.

So far I've been told

(a) It must be your new PC's NIC (Tech Support)
(b) Its the STB (Engineer)
(c) You need a crossover adapter - no specification given as " You can get one anywhere and don't have to quote a type" (Tech Support)
(d) You need to use a RJ45 straight through patch cable (PC World Techie, this and other forum members) Now waiting to receive it to see if that works.

I will try checking the CM status and report back.QQS = copper.cm Thanks for the link to your BB help as I can read that before ringing Tech support and see if they are aware of all the options to remedy my problem !

10-04-2005, 10:52

Need to distinguish between two symptoms here. The 'cable not connected' message almost certainly means you are using the cross-over cable required for earlier PACE boxes, and yoy need to 'un-cross' by installing a 'cross-over adapter', or preferably, replace by a straight-through cable, which you have ordered. The 'limited or no connection' normally indicates the the PC has been unable to obtain an IP address from the box - possibly because the service has not been properly set up by NTL (hence th'engineer's suggestion to check the STB status).

Once you have got rid of the 'cable not connected' error, try opening a command prompt and typing

ipconfig /all

amonsgt other things, this will tell you what IP address is assigned. Don't post the full IP or MAC addresses here (for security), but, AFAIK, if the IP address starts 169.xx.xx.xx, the PC is failing to get an IP address from the STB. If the IP address starts 192.xx.xx.xx, I THINK this means you need to re-provision. If you let us know what the IP address starts with, we can take it from there.

tevaka · 10-04-2005, 11:09

Quote:

Originally Posted by JohnHorb

amonsgt other things, this will tell you what IP address is assigned. Don't post the full IP or MAC addresses here (for security), but, AFAIK, if the IP address starts 169.xx.xx.xx, the PC is failing to get an IP address from the STB. If the IP address starts 192.xx.xx.xx, I THINK this means you need to re-provision. If you let us know what the IP address starts with, we can take it from there.

IP address starts as 169.254.xxx.xxx
__________________

Quote:

Originally Posted by JohnHorb

Once you have got rid of the 'cable not connected' error, try opening a command prompt and typing

ipconfig /all

amonsgt other things, this will tell you what IP address is assigned. Don't post the full IP or MAC addresses here (for security), but, AFAIK, if the IP address starts 169.xx.xx.xx, the PC is failing to get an IP address from the STB. If the IP address starts 192.xx.xx.xx, I THINK this means you need to re-provision. If you let us know what the IP address starts with, we can take it from there.

Sorry - what is a command prompt ? And is done on my PC or on the STB ?

10-04-2005, 11:19

On your PC. 'Start/Programs/Accessories/Command Prompt' will open a 'DOS'-style window, where you type the 'ipconfig /all'.

The following thread may be of use, if you can get to the point where your PC gets an IP address starting 192.xx.xx.xx or 10.xx.xx.xx

The IP address starting 169.254 indicates the PC is not getting an IP address from the STB - possibly cable problem, or NTL have not set it up correctly - have you got rid of the 'cable not connected' message?

http://www.cableforum.co.uk/board/sh...ght=IP+Address

tevaka · 11-04-2005, 20:31

I'm getting an IP address starting with 10.XX so will try the thread.

th'engineer · 11-04-2005, 21:04

Quote:

Originally Posted by tevaka

I'm getting an IP address starting with 10.XX so will try the thread.

follow the details in the previous link i gave you you need to reprovision the STB .

Once you have got the reprovisioning page and entered your details you need to reboot both pc and stb

try typing 172.16.30.83

tevaka · 11-04-2005, 21:34

Quote:

Originally Posted by th'engineer

follow the details in the previous link i gave you you need to reprovision the STB .

Once you have got the reprovisioning page and entered your details you need to reboot both pc and stb

try typing 172.16.30.83

I went via Tech Support and tried to reprovision. After several attempts I was told that spyware was stopping this. Am now downloading Spyware Blaster to rid me of the spyware. I had Spybot on my old PC but haven't tranferred it yet as I'm waiting for a KVM switch to aid transfer of files.