Can't access web pages

[peterd]

My daughter has a Windows XP Pro SP2 desktop pc with VM cable broadband. She has Outpost firewall and AVG antivirus. When she boots up she gets a balloon saying 'LAN cable is unplugged' followed almost immediately by 'connected @ xx bps' (can't remember the speed) . These 2 messages keep appearing in sequence. If she clicks on the icon in her system tray it shows that the time is still running so there does not appear to be a break in the connection.

Her NTL home broadband modem only has the PWR and ENET lit and occassionally the DS one. The SYNC and RDY do not light up. When she tries to us IE the usual message 'can't find page' - cannot recall the exact wording.

The firewall shows IEXPLORE.EXE as a trusted application so it would appear that it is not blocking acess to the web. We have tried disabling the firewall and antivirus but it makes no difference.

Should the modem have the SYNC and RDY lights on when connected? If so does this mean that she has a problem with her modem? Any help will be appreciated. She is trying to avoid a costly call to VM!

[crowsnest]

Should the modem have the SYNC and RDY lights on when connected?

Yes,both should be steady,not flickering,could be modem or line problem,check all your connections,if that does'nt do it,sorry to say contact support...

edit,,i am assuming you have rebooted the modem and pc..

Sync & ready should be lit & steady - have you tried switching everything off, then rebooting the modem, first, with the PC still off - if sync & ready don't show 'lit & steady' after about 30 seconds then there is a fault with either the modem or the connection.

[peterd]

Thanks for the replies. I will get her to check the connections when she returns home today or tomorrow. If the modem is faulty do VM supply a free replacement?

Yes she has tried switching off the modem, shutting down the pc, switching on the modem and rebooting the pc but it didn't make any difference. She says when she previously had a similar problem accessing the net that NTL told her to boot up in safe mode (presumably with network connection) but she is not sure what else she was required to do before rebooting in normal mode.

She has reminded me that she has a router (make unknown until she returns home) which was disconnected by a former lodger. If the modem has failed can she use the router in its place or does it have to be used together with a modem? She believes that there were lights on both.

If she can use the router by itself does she still need Outpost firewall or do routers have built in ones?

She may decide to buy a laptop, particularly as there is an icon in sys tray which indicates that her Microsoft software is not authenticated! The pc belonged to her ex who was in IT and the o\s and Office suite are probably copies. If she buys a laptop she would want wireless broadband. Can she have VM cable wireless broadband? If so do VM supply the kit or does she have to go out and buy a wireless router? Would any router she has to buy also work with BT wireless broadband should she decide at a later date to switch to BT who provide her phone service?

Finally, in her sys tray there is an icon for LG ODD firmware auto updates. She doesn't appear to have any LG kit (unless the router is LG) so do you know what this might relate to?

[chickendippers]

• Virgin will provide a new modem if the current one is faulty (and you haven't broken it),
• Most routers have firewalls built into them,
• Virgin are trialling a wireless router but you've missed the sign-ups for it, you'll have to buy one yourself.

[peterd]

Thanks for the info. My daughter has now returned home and checked the cables but the SYNC and RDY lights are still not lit.

The router is a Linksys Instant Broadband Series Etherfast Cable\DSL router BEFSR41. I assume that when I go to have a look at it the connections will be obvious. Would you know if this has a built-in firewall so that I can unistall the Outpost one?

[r00t]

Most routers have built in firewalls/NAT/PAT.
You could just run your windows firewall, though the firewall ( outpost ) wouldn't cause the syn and ready light not to come on.

Can you access the modem config pages and post your findings here.
http://192.168.100.1
User name and password is root.

[popper]

Originally Posted by peterd

Thanks for the replies. I will get her to check the connections when she returns home today or tomorrow. If the modem is faulty do VM supply a free replacement?

Yes she has tried switching off the modem, shutting down the pc, switching on the modem and rebooting the pc but it didn't make any difference. She says when she previously had a similar problem accessing the net that NTL told her to boot up in safe mode (presumably with network connection) but she is not sure what else she was required to do before rebooting in normal mode.

She has reminded me that she has a router (make unknown until she returns home) which was disconnected by a former lodger. If the modem has failed can she use the router in its place or does it have to be used together with a modem? She believes that there were lights on both.

If she can use the router by itself does she still need Outpost firewall or do routers have built in ones?

She may decide to buy a laptop, particularly as there is an icon in sys tray which indicates that her Microsoft software is not authenticated! The pc belonged to her ex who was in IT and the o\s and Office suite are probably copies. If she buys a laptop she would want wireless broadband. Can she have VM cable wireless broadband? If so do VM supply the kit or does she have to go out and buy a wireless router? Would any router she has to buy also work with BT wireless broadband should she decide at a later date to switch to BT who provide her phone service?

Finally, in her sys tray there is an icon for LG ODD firmware auto updates. She doesn't appear to have any LG kit (unless the router is LG) so do you know what this might relate to?

is it as simple as that , the connection needs remaking to get her full connection again.


VM-CM<===>router<===>her-PC

make sure the rj45 cable from the VM-CM is pluged into the router at the other end, power cycle and see if shes back up and fully connected again.

[peterd]

Hi Popper,

What is VM-CM? I know VM is Virgin Media but not sure about CM.

[eth01]

cable modem.

[Axegrinder]

^beat me to it .

And as r00t said, go to the modem status page, to see if there are any strange goings on there, and also check the power levels to see if there normal.

[peterd]

Hi Popper & Eth01,

Ah.. but.. why would I connect the cable modem which has apparently failed (see earlier - SYNC & RDY lights don't light) to the router?

[crowsnest]

forget the router,turn all off,connect pc directly to modem...turn on modem wait 2 min,turn on pc,if your sync and ready lights do not come on steady the ONLY answer is to phone support,either the modem is faulty or perhaps the line is faulty or maybe disconnected,is the virgin account ok ???

[popper]

Originally Posted by peterd

Hi Popper & Eth01,

Ah.. but.. why would I connect the cable modem which has apparently failed (see earlier - SYNC & RDY lights don't light) to the router?

for the very simple reason that the CM doesnt seem to be pluged into anything at the moment, unless you DID connect the CM directly to the PC as above to check you get the 4 lights and fully working web connectivity, thus proving theres nothing infact wrong with the CM after all.

to keep it simple, perhaps it helps you to think about networking as a kind of pipe, if theres a break/disconnection in the thing your trying to get connected it will never get the data/water flowing.

as in the former lodger broke the pipe by disconnecting it
thats why i told yout to check its pluged back in OR connect directly to the CM like so to check

CM<===>router<===>her-PC
OR
CM<===>her-PC

<===> =straight generic RJ45 cable

[crowsnest]

yep CM<====>her pc.if it still dont work,you Have to phone virgin support,thats the ONLY answer.........the sync and ready lights should illuminate,either the modem is naff or the coax cable naff or perhaps virgin are not sending a signal to it....mine lights up without a pc connected to it