Virgin Media dreadful support

[anc1en7z]

Hi,

I woke up this morning, switched on my Internet Epuipment (Dir615 & Modem) and I kept getting errors in Chrome, not letting me view webpages.

So i spend 30 minutes restarting, resetting the equipment, no solution.

So then I rang up virgin media support, spend 40 minutes on the phone to someone faaar away, telling me that I need to reboot my laptop etc etc.

In the end, she admits its virgin media's problem, that my modem is not handing out IP addresses correctly. It should be giving them out in the range of 192.168.100.x but its giving them out in the range 169.xxx.xxx.xxx

She tells me that she's spoken to her supervisor and that engineers are working on my line, and that I will get a call back in 30 mins to tell me that the problem has been fixed.

An hour and a half later no call back, so i ring up virgin media support again, and speak to someone, again faar away, who tells me to reboot my modem, by this point I have had enough. I told him that I have been through this with another collegaue of his and he never listened atall!

Instead he insisted I was wrong and that the equipment on my side has malfunctioned, but my 2 laptops, and wireless router all do not connect.

So i insisted on speaking to his supervisor, in the end he game in and put me on a waiting list of 1hr, an hour and a half later, now, still no ring back, and no broadband

[Nopanic]

That's not good ..

If you are connecting to a router and getting a 169, its either the router or the PC. A 169 is a lack of IP leasing not something given out by the device.

Turn off the modem and for the sake of simplification the PC too, Connect the PC to the modem directly and boot them.

See if that works... if you get a 169, you know its something PC side, if you get online, its the router.

Chances of you having a problem with the router and the modem to both give you a 169 are tiny.

[Chrysalis]

actually if I am not mistaken you will get 169 when the modem itself cannot get an ip from VM. This could be for various reasons I guess, I seen it before at my sister's when her bill wasnt paid (suspended service), a dhcp outage would probably cause this also. So to me if I am right its either suspended service or a VM outage.

However since you have the dir615 I would assume its the dir615 getting the 169 ip and your lan ip's will be fine.

[Ignitionnet]

You're mistaken, the modem has an internal DHCP server and gives out short 192.168.100 / 24 leases if unable to get a lease from VM for its client.

[Chrysalis]

ok so the modem has 169 ip but gives a 192.168.100 to router? I know that I seen it been assigned 169 as a VM ip before when my sisters connection got suspended. Also the same thing happens if I plug in my old docsis1 modem, that gets a 169 ip.

[bonzoe]

Possibly a faulty network cable/connection to PC? Or loose connection at one end of local network cable?

[anc1en7z]

Thanks, but I've tried EVERYTHING,
and im not suspended

connecting to the modem alone,
connecting a router to a modem,

ive also tried connecting my laptop to the dir615, and thats getting a 169 ip so im beginning to think its the laptop(s).

Ive also tried several different cables and im now about to pull out my hair and reinstall win 7

[Chrysalis]

so your lan devices are getting 169 not the router?

if its suddenly all your laptops doing it at once then its more likely the router unless you changed something on the laptops all at the same time.

are you able to login to the router or modem? if yes check the wan ip on both.

[anc1en7z]

No,

The 2 laptops and router get a bad ip address from the modem

The 2 laptops get a bad ip address from the router

[GazCBG]

So have you tried doing a direct connection to the modem.
Laptop <----> Modem

So the router is Not being used.

Does it work then?
Also you will need to restart the modem.

[Nopanic]

If you open up the command prompt and do an ipconfig /renew you will get an error.

What is that error ?

---------- Post added at 18:26 ---------- Previous post was at 18:22 ----------

Originally Posted by Chrysalis

actually if I am not mistaken you will get 169 when the modem itself cannot get an ip from VM. This could be for various reasons I guess, I seen it before at my sister's when her bill wasnt paid (suspended service), a dhcp outage would probably cause this also. So to me if I am right its either suspended service or a VM outage.

However since you have the dir615 I would assume its the dir615 getting the 169 ip and your lan ip's will be fine.

Originally Posted by Ignitionnet

You're mistaken, the modem has an internal DHCP server and gives out short 192.168.100 / 24 leases if unable to get a lease from VM for its client.

I think it depends on the modem. The none hubs will give the PC / Router a 169 if they don't have a valid lease. You wouldn't see a 192 from these modems.

[Peter_]

You could try this http://support.microsoft.com/kb/956196

[anc1en7z]

Originally Posted by Chrysalis

so your lan devices are getting 169 not the router?

if its suddenly all your laptops doing it at once then its more likely the router unless you changed something on the laptops all at the same time.

are you able to login to the router or modem? if yes check the wan ip on both.

No, every Lan device is getting the 169 ip, my router dir615 ddwrt, is getting a wan ip address of 0.0.0.0

So have you tried doing a direct connection to the modem.
Laptop <----> Modem

So the router is Not being used.

Does it work then?
Also you will need to restart the modem.

yup, tried, ive also tried changing my mac address, no change.

If you open up the command prompt and do an ipconfig /renew you will get an error.

What is that error ?

An eror occured while releasing the interface Local Area Connection: An address has not been asociated with the network endpoint

You could try this http://support.microsoft.com/kb/956196

Nope didnt work masque



Ive also tried keeping it offline for 8hr, as I read somewhere it put the ip/mac back in the pool or something, and give you a new one, but nothings changed.

Kinda getting annoyed now

[Nopanic]

hmmm .. installed a firewall recently ? or security software?

[anc1en7z]

Originally Posted by Nopanic

hmmm .. installed a firewall recently ? or security software?

Nope, nothing :/

oh and i reinstalled win7, so ive got a good feeling its the modem