unusual connection problem please help.

[CSAssist]

Hi

I am trying to help a friend connect to the internet.

He has just had a virgin media modem installed but the engineer could not get the internet working and rang the help line and they told him he needed the windows disk which my friend does not have and so the engineer left without finishing the job .

My mate asked me to take a look and I immediately noticed that he did not have a driver for his onboard network port so I found the driver and installed it. This gave a connection but I can't browse the web still so I tried to ping a website and the gateway to no avail. I set the computer to safe mode and this made no difference except that ipconfig gives a 169 ipaddress and no gateway. so i rang the helpline myself and the guy ran me through everything I had just done and tried the connection from his end and told me the problem was the driver. I reinstalled the driver but this had no effect.

I looked online for any possible solutions and tried winsock fix (no joy) and checked the ipaddress was set to obtain automatically and that the cable was OK as these were the common solutions but nothing has worked.

Any help would be greatly appreciated.

[johnwill]

Please supply the following info, exact make and models of the equipment please.

Name of your ISP (Internet Service Provider).
Make and exact model of the broadband modem.
Make and exact model and hardware version of the router (if a separate unit).
Model numbers can usually be obtained from the label on the device.
Connection type, wired or wireless.
If wireless, encryption used, (none, WEP, WPA, or WPA2)
Version and patch level of Windows on all affected machines, i.e. XP (Home or Pro), SP1-SP2-SP3, Vista (Home, Business, Ultimate), etc.
The Internet Browser in use, IE, Firefox, Opera, etc.




Please give an exact description of your problem symptoms, including the exact text of any error messages.

• If you're using a wireless connection, have you tried a direct connection with a cable to see if that changes the symptoms?
• For wireless issues, have you disabled all encryption on the router to see if you can connect that way?
• Have you connected directly to the broadband modem to see if this is a router or modem/ISP issue?
• If there are other computers on the same network, are they experiencing the same issue, or do they function normally?

On any affected computer, I'd also like to see this:

Hold the Windows key and press R, then type CMD (COMMAND for W98/WME) to open a command prompt:

Type the following commands on separate lines, following each one with the Enter key:

PING 206.190.60.37

PING yahoo.com

NBTSTAT -n

IPCONFIG /ALL

Right click in the command window and choose Select All, then hit Enter.
Paste the results in a message here.

If you are on a machine with no network connection, use a floppy, USB disk, or a CD-RW disk to transfer a text file with the information to allow pasting it here.

[CSAssist]

Hi thanks for replying

The computer is a dell optiplex
the ISP is Virgin Media
the modem is a virgin media 255/256 cable modem
I am not using any type of router
It is running windows XP Professional and has Internet explorer

when I try to ping anything it just says it timed out

other symptoms are as described in my first message.

[johnwill]

I still need to see the IPCONFIG /ALL output.