Can't get online with new Ambit modem

[grahalex]

Mother in law rang Virgin today and told them she was sick of having no internet and wanted to leave them.They put her on to English tech help who, after various tests, said the problem was her network card, which is a SMC one, was being recognised as a realteak one.Her computer is confused and thats why she can't get online.Prior to the new modem being installed there was no problem with connection.They have replaced modem, but have told her to take it to a computer technician.I've uninstalled network card and restarted PC, it finds NIC and loads drivers, Realtek ones .Does this sound right ?

[Jonnymeg]

Do you have a good connection to the modem?

Does the 'enet' light light on the modem?
In control panel > network connection does the ethernet card show as connected?

[grahalex]

Yes to both questions

[Jonnymeg]

Originally Posted by grahalex

Yes to both questions

if you type 192.168.100.1 do you get into the modem config pages?

[grahalex]

Have to try it when I'm at MIL's next

If I could get into config page what could I do ?

[monkey2468]

Login with username:root password:root. If you can login, network card is working. If you can login, goto config page, downstream page, upstream page and post the results here.

[Jonnymeg]

Originally Posted by grahalex

Have to try it when I'm at MIL's next

If I could get into config page what could I do ?

Not a lot but it will tell us if the pc is talking to the modem ok.

[cleshe]

Originally Posted by grahalex

My mother in law has had a V+ box fitted along with new modem, Ambit 256.Even though the engineer couldn't get online after fitting new modem he left saying she should contact help line as he couldn't sort it out.I rang them on her behalf as she's a bit deaf and after trying various things, disconnecting modem etc Virgin said her drivers need updating, a bit difficult when you can't get online !!
She has a USB to Ethernet convertor, but they said NIC drivers needed updating.Can anyone help please.

Pm me your email address, I'll send you the driver you need for your ethernet card.Conversely, go to realtec , and download it yourself.

---------- Post added at 11:08 ---------- Previous post was at 10:54 ----------

Originally Posted by grahalex

Mother in law rang Virgin today and told them she was sick of having no internet and wanted to leave them.They put her on to English tech help who, after various tests, said the problem was her network card, which is a SMC one, was being recognised as a realteak one.Her computer is confused and thats why she can't get online.Prior to the new modem being installed there was no problem with connection.They have replaced modem, but have told her to take it to a computer technician.I've uninstalled network card and restarted PC, it finds NIC and loads drivers, Realtek ones .Does this sound right ?

Having just read all of your post, you could have the wrong driver for your card.Install PC wizard (free download) and run it. That should tell you the make and model of your ethernet card.I had a similar problem some time ago with a card wrongly identified as a Realtec one when it wasn't.The realtec driver would not work. I had to google for the correct one.In the end I did get it to work, but finding the driver was not easy

In all honesty it could be easier to buy a new card complete with drivers, and swap it over.
Here's one from Overclockers. It costs very little.I'm sure you would find something similar at a local computer shop. That particular one is £7.04 plus postage.
http://www.overclockers.co.uk/showpr...work%20Adapter

To add to the above:- I had a look at the SMC site. If you can see the ID number on the card it would help with the download of drivers. Unfortunately they seem to have a fair few drivers and no way of identifying which you would need except by model number.

I reckon if there is a distance between the modem and the computer, it might be an idea to make a new line close to the computer like the one of the engineers suggested. I know ethernet can go upto 100meters but I feel all think all the avenues have been explored.

There isnt a break in the ethernet cable is there.?

[grahalex]

Mil really sick of having no internet access now, I put her a new Network card in with new drivers, but again her PC called it Realtek. After I put it in fired it up, no internet, but enet light on modem wasn't lit. Enet light came back on after I left, still couldn't get online.So she took it to local PC shop, he had it connected to internet no probelm.She got it home again no internet, I asked her to type in 192.168.100.1, nothing came up.At the moment the enet light comes on every now and then, but the in & out lights aren't lit.Man from PC shop is going to come round tonight hopefully to sort it out.I bet all along it's been a bad install from Virgin, apparently engineer was only there 20 minutes and second one put new modem in and left, 5 minutes all in.Very frustrating.

[Jonnymeg]

Originally Posted by grahalex

Mil really sick of having no internet access now, I put her a new Network card in with new drivers, but again her PC called it Realtek. After I put it in fired it up, no internet, but enet light on modem wasn't lit. Enet light came back on after I left, still couldn't get online.So she took it to local PC shop, he had it connected to internet no probelm.She got it home again no internet, I asked her to type in 192.168.100.1, nothing came up.At the moment the enet light comes on every now and then, but the in & out lights aren't lit.Man from PC shop is going to come round tonight hopefully to sort it out.I bet all along it's been a bad install from Virgin, apparently engineer was only there 20 minutes and second one put new modem in and left, 5 minutes all in.Very frustrating.

It's starting to sound like a cabling issue between the modem and the PC. Have you tried moving the PC near the modem and using a different cable?

[grahalex]

Local PC shop man has just left MIL's, he says nothing wrong with her PC, ethernet cable worked fine with old modem so nothing wrong with that, either 2nd modem is faulty, internet was down in area when it was fitted so couldn't be tested or installation wasn't done right. Tech guy from Swansea ringing on monday.

[grahalex]

UPDATE . Engineer came round spent 2 hours at MIL's, moved modem nearer PC, put new cable in, fiddled with settings on computer, still no joy.
MIL rang help line again, was put through to Swansea, got a call back from one of top tech guys.He spent ages getting her to try various different things and still no good.He says he's baffled and is sending another engineer round, this time with a laptop to see if that can connect to internet.She's now had a month without internet access.

[Tali]

From what I can gather reading other posts, if the fault is proven to be Virgin, you should be able to ask for a refund of broadband charges when it has been fixed. I know that it doesn't completely make up for the loss of service, but it should ease the pain a little.

[grahalex]

Already got £20 credit and all call charges to call centre refunded.