Help: Router problem..i think!

[kazm-l]

OK So i hope there is some techno wizard out there that can help me....well i say me but in all honesty it will be dh

Last week we had a new modem installed which is supposed to increase our speed. Everything - laptops, router, modem worked fine for like the first day. Then nothing - no internet, no wifi!
Called company and they did a check their end with our computer and we have internet connection but the router is not their problem. Later in day we checked various wires - all seem to work fine. All ports seem to work. DH has tried various times to reset the whole gizmo thing - with no luck.
Has tried to reinstall cd for router - no luck.
For some reason router does not to be acknowledge that there is an internet connection.
Can some lovely, lovely techno person please help before we call out for someone to come and have a look...pretty please

[trucks12trucks]

that happened to me once...had all the wires plugged in / re-set a billion times
ended up calling the router company, told me the product had been discontinued and they couldn't help me! it was only a few months old :S
ended up getting a new better router

try and see if there is customer service number for the router

[kazm-l]

DH has called the company once - thinks callcentre was abroad cos he couldn't understand a word the person was saying - tried the reset again , with no luck......
I have also suggested getting a new router cos everyting was fine for a while - new router would be cheaper than a call out for a technician and i figure if it doesn't work the new router goes back to the store...

[mle]

We had the EXACT same problem last month-
we received a new modem from Bell for some new better, yet less expensive internet. Anyways we called twice and they said they'd get back to us. Then they said the internet had to be connected. Nothing worked even after all that, so we called yet again. Finally after 3 days a technician from the company came over to our area because he had to do some work OUTSIDE (the boxes) because my area did not have the requirements for the internet service.

Then he set up the internet inside our home. After our desktop worked, we could set up our laptop. We needed to get rid of our old router and connect our laptop to the modem's network with a password (the modem works as a router too).

Is this a problem with the new white/grey modem from bell?
Lemme know if it is and maybe I can help by letting you know what to tell the call centre or if you still have problems.

[kazm-l]

We're with Videotron. The box is black with the usual array of lights that flash or change colour...am looking at it now with the one in particular that should be blue ..and isn't (darn thing!). They never said anything about the modem working as a router

[mle]

Oh I see, your situation just sounded a lot like ours! And similarly the lights that needed to be on were off and the others were flashing instead of solid. Yours may not be the router/modem thing that we have but rather it's just a matter of getting the internet working (if it doesn't work on the desktop it won't work on the laptop).

So you tried all the installation CDs and made sure all the cords are correctly placed?
And it also may specify that there should be no filter where the phone cable is connected to the wall or something like that- make sure there aren't any if it says this.

After that the only thing you can try is calling the company and INSISTING that they help you because you are losing your internet. They should step-by-step tell you how to fix the problem if you tell that the right lights aren't on and your internet is out. Perhaps similarly something may need to be done in your area so you can use the higher speed internet, you can always suggest this is all else fails. For us it was the problem after trying everything. They may be able to send a technician over for free to solve the issue. Wish you luck!

[mle]

I just read over and realized you desktop internet is working?
(I thought you might be posting from elsewhere.)

Are you sure the laptop is connected to the new router's network?
Every router has it's own network of computers and the laptop probably isn't connected to it. But this seems unlikely because the router seems to be at fault.

So that's all I know
Try looking up "router not connected to internet" and you get a bunch of results- I don't really understand them but maybe your hubby will.
Good luck!

[khipson]

If you plug the laptop right into the modem, do you have internet? If yes, then plug it directly into the router and see if you have a connection. If yes, then you have narrowed it down to an issue specifically with your wireless connection.

If that is where the problem is, then the first thing you need to make sure is that your wireless adaptor in your computer itself is actually turned on - usually it's just a button or switch. And you also need to make sure that your new network is being picked up by the laptop and that you have logged in with the new network key.

BUT

If you plug the computer into the modem and you DO have a connection, but then into the router and you DON'T have a connection, then the issue might be with your router and no, the service provider will not help you with that.


OH!! and also make sure that if you are using wireless that there is nothing blocking the signal from the modem or router, especially computer monitors, speakers, cordless phones, etc.

[kazm-l]

If you plug the laptop right into the modem, do you have internet? If yes, then plug it directly into the router and see if you have a connection. If yes, then you have narrowed it down to an issue specifically with your wireless connection.

If that is where the problem is, then the first thing you need to make sure is that your wireless adaptor in your computer itself is actually turned on - usually it's just a button or switch. And you also need to make sure that your new network is being picked up by the laptop and that you have logged in with the new network key.

BUT

If you plug the computer into the modem and you DO have a connection, but then into the router and you DON'T have a connection, then the issue might be with your router and no, the service provider will not help you with that.


OH!! and also make sure that if you are using wireless that there is nothing blocking the signal from the modem or router, especially computer monitors, speakers, cordless phones, etc.

We have internet when laptop is plugged directly into modem...cos thats how i am able to be online now...surrounded by various bits of equipment and wires

Thats as much as i know....after that my mind goes..time to call dh and he'll get it(i am not a techie person - i have problems with anything phones, computers, watches)

But thanks - i really appreciate the help