Internet connection issues

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RivendellProductions

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Hi there.

I have for the last few months been having problems connecting to the internet from time to time.

I use Virgin Media via cable.

Sometimes when I try to connect, I get the usual dns error page as if I am not plugged in or the modem is switched off etc.

I have contacted Virgin 4 times now with the following answers...

1st time: Various checks, went away, called me back after half hour & said "you wouldn't believe it but someone else has the same MAC address as you & is connected. Whoever connects first wins! He renewed my IP address anyway & it worked ok for a day or 2.

2nd time: Same checks, including renew IP address, didn't work. He called me back, said it was a "problem at our (Virgins) end" & they had sorted it. Problem solved for a few more days.

3rd time: Same checks, same result, same answer. Same fault back again.

4th time (tonight): "I guarantee to fix this repeating problem sir, don't worry, you will not have to call us again to solve this...etc etc etc". This guy got me to check my IP address (after restarting computer & modem) - found to start 169.***.etc. Renewed IP, now working. He tells me it is a problem with my computer that is causing the fault, told me to follow the same procedure & it would work if it (when it?) happens again.

I reckon it is the same issue time & again. 3 different answers from Virgin, the last one implying it is a problem with my hardware.

Does anyone have a clue what I should do to sort this if it happens again, other than just renew IP?

I am running Windows XP, with Norton Internet Security & Norton Personal Firewall active.

Any help or suggestions would be helpful...Thanks.
 
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Second biggest ISP in UK with 3.5 million subscribers. What a Micky Mouse outfit.

The first response you got sounds plausible and could be the problem they talked about at their end. Someone spoofing a MAC address to get free internet access. Ask them how much you have downloaded over the last month. If someone is spoofing your MAC they will probably be hitting the download hard. If this is the case, ask them for a replacement Cable Modem.
 
Thanks Mark, I will give them a call when I get a minute, sounds like a plan. Thanks for your input...

If anyone has any other thoughts feel free to post them...

Gary
 
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Hi guys & gals.

I'm now on my fifth call to Virgin about this...

This time a wee bit different. At the last call I got the call handler to give me a step by step way of restarting my connection.

Today, I couldn't get online. I followed the procedure I was given to the letter but when trying to renew the IP address, it told me it couldn't connect.

At this point, with the command box (cmd) still on-screen, I called VM.

I gave him my account details & told him what I'd done & he said to type ipconfig /renew (bear in mind that was the very last thing I did before I called them), hey presto it worked 1st time.

That says to me it was something at their end & he simply fixed it. When I asked for an explanation, I was told to have my NIC (Network card?) checked by a computer store as it might be faulty.

I have my own suspicions that their system is at fault, and my wife (who is a conspiracy theorist!) reckons it is a scam to make people call VM on the higher rate number (my average call has cost me around £5-7 per time, although they have refunded 2 of them so far).

It is difficult for me to get to a PC repair shop & it would be a major pain in the rear to have to do without the PC for a few days, not to mention the potential costs involved.

Is there anything I can check myself, or is it a specialist thing only???

Once again, any help would be appreciated...G
 
Most likely to be a flaky modem.

Many customers have no technical problems with VM. The ones that do tend to find out that it's a sh*te company.

Your choices are:

1. Put up with it.
2. Pester them until you get at least a new modem.
3. Change to a proper ISP that provides a proper service with proper support.
 
Hi Softus, that was a quick reply!!!

I have just been looking at my System settings etc, have found my NIC driver is from 2003! So I have just finished running an update on it, it is now running the latest driver. Lets see if that makes any difference. If not, I think I will bin VM & go back to AOL or similar.
G.
 
RivendellProductions said:
I have just been looking at my System settings etc, have found my NIC driver is from 2003!
Click to expand...
I wouldn't expect that to matter - if it working in 2003 there's no reason for it not to work now, unless you changed the driver at some point?

If not, I think I will bin VM & go back to AOL or similar.
Click to expand...
AOL?

AOL?!

AOL?!!

I said change to a proper ISP. :eek:
 
Thanks for the recommendations, I will check them out, about time I stopped using VM. I use them for phone, mobile, TV & broadband, should manage to negotiate a decent contract elsewhere I'm sure!!!
G.
 
Check out the natty PlusNet packages - for £20 (monthly) they'll pay your BT line rental AND give you free UK evening and weekend calls, as well the broadband service. I've known people actually save money by changing from dial-up to broadband.

No - I don't work for BT or PlusNet. Or anybody, come to that.

However, don't forget that for non-cable ADSL you need a BT telephone line in the first place.
 
RivendellProductions said:
Just a note though, I am using a cable broadband, not the telephone-based one!
Click to expand...
I did realise that; the point is that you have the choice.
 
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