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Tim
Tim, Sr. Engineer
Category: Networking
Satisfied Customers: 719
Experience:  Sr. Systems and Network Engineer
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I am trying to set up my modem/router to access internet and

Customer Question

Hi I am trying to set up my modem/router to access internet and get limited connectivity.
Can access wireless network fine. Have just plugged in and set up Netgear nighthawk x4s
Submitted: 11 months ago.
Category: Networking
Expert:  Tim replied 11 months ago.

Hi there, i'm Tim and will assist. Can you give me more info please?

Customer: replied 11 months ago.
Have plugged in modem/router as per instruction booklet. Do not have a landline so no interference from phone/need for splitter. power Led light on as is wireless. Led indicating access to dsl network not lit up.
Expert:  Tim replied 11 months ago.

ok, lets do something real quick. Can you go to a browser and put in this 192.168.0.1 and hit enter.

Customer: replied 11 months ago.
Can't reach that page. even if I hit refresh
Expert:  Tim replied 11 months ago.

Thats fine. I'm wanting to see if the router/modem is the problem or if its your ISP. is this a new set up with a new ISP?

Customer: replied 11 months ago.
no existing isp. this came with a preconfigured modem when I started using them a few years ago. This modem is not preconfigured for my isp. not sure if that makes a difference but do have all the paperwork and details for isp.
Expert:  Tim replied 11 months ago.

Ok, there should really not be much to do. You are trying to use wireless or are you wired into it?

Customer: replied 11 months ago.
use wireless. Am in network and sharing centre and can see connection
Expert:  Tim replied 11 months ago.

Ok, so you need to use a ethernet cable, you can not config it via wireless.

Expert:  Tim replied 11 months ago.

in theory, your laptop should be booting up right now in safe mode. Let me know.

Customer: replied 11 months ago.
ethernet connection gives the same limited internet connectivity... Do I reboot my computer in safe mode before connecting ethernet?
Expert:  Tim replied 11 months ago.

No need for safe mode.

Customer: replied 11 months ago.
Do I need to add vpn connection?
Expert:  Tim replied 11 months ago.

no. did you hard wire in?

Customer: replied 11 months ago.
Yep.
Expert:  Tim replied 11 months ago.

K, lets look for the gateway. Do you know how to get to a comand prompt?

Customer: replied 11 months ago.
in that screen now
Expert:  Tim replied 11 months ago.

type "ipconfig /all"

Expert:  Tim replied 11 months ago.

screen shot it pleae

Expert:  Tim replied 11 months ago.

any luck?

Customer: replied 11 months ago.
having issues uploading screenshots. Hang on.
Expert:  Tim replied 11 months ago.

ok

Customer: replied 11 months ago.
1/2
Expert:  Tim replied 11 months ago.

all i need

Expert:  Tim replied 11 months ago.

browser, go to 192.168.1.1 hit enter

Customer: replied 11 months ago.
oh. that's exciting. I can see the netgear router tab. Taking forEVER to load though.
Expert:  Tim replied 11 months ago.

K, that's where you log in to config it, your manual should have the username (which is admin) and the password,

Expert:  Tim replied 11 months ago.

When you get in, you need to set uo wifi, there should be a wizard or something like that

Customer: replied 11 months ago.
Yeah. Thanks. Will let you know once it loads. Should I go for the wizard help or configure manually? I have all the configuration details
Expert:  Tim replied 11 months ago.

what are the details?

Customer: replied 11 months ago.
they printed it out on a sheet and I can manually enter them?
Customer: replied 11 months ago.
just taking ages to think about anything atm.
Expert:  Tim replied 11 months ago.

it should be really fast -

Expert:  Tim replied 11 months ago.

pull the power on it, then try and re connect,

Customer: replied 11 months ago.
it just loaded.
Expert:  Tim replied 11 months ago.

naturally

Expert:  Tim replied 11 months ago.

I would go with the wizzard

Expert:  Tim replied 11 months ago.

So, the PC you are on now is connected to? Different internet i assume?

Customer: replied 11 months ago.
Yeah. am trying to get back to wizard screen but screen keeps on refreshing. it obviously hates me. Am rebooting computer now...Sigh. No. typing this on phone. With telco internet data
Expert:  Tim replied 11 months ago.

wow, you are a far better typist than I.

Expert:  Tim replied 11 months ago.

Let me know when you are back to the router.

Customer: replied 11 months ago.
Haha. Am one of those finicky typers. Although how words like ladt get into my dictionary who knows. back at loading screen192.168.1.1....I think my computer is broken.....
Expert:  Tim replied 11 months ago.

emm, doubt it. Go restart that modem please.

Customer: replied 11 months ago.
Have restarted it. now getting a message from microsoft edge to authenticate username and password. which doesn't work.
Expert:  Tim replied 11 months ago.

should be nothing from MS. so that 192.168.1.1 goes no where?

Customer: replied 11 months ago.
I think I might just try reset modem.
Expert:  Tim replied 11 months ago.

you mean use the factory defualt deal?

Expert:  Tim replied 11 months ago.

That's fine, you won't lose anywork, thats for sure.

Customer: replied 11 months ago.
Will that cause a problem with provided SSID and password?
Expert:  Tim replied 11 months ago.

can you clarify that?

Expert:  Tim replied 11 months ago.

you said this was a stock router/modem, with no config.

Expert:  Tim replied 11 months ago.

No config should mean no SSID or wireless password.

Customer: replied 11 months ago.
the modem came with a preset wireless settings? sorry I meant not configured to my isp. I think resetting may have done the trick though. getting back to the eternally loading screen. Will use the wizard this time and let you know how it goes.
Expert:  Tim replied 11 months ago.

ok.

Customer: replied 11 months ago.
its telling me no dsl/ethernet cable plugged into router dsl/internet port? I'm connecting to adsl and on this model says to plug cable into vdsl port which it is. not sure what's going on now
Expert:  Tim replied 11 months ago.

explain the adsl/vdsl problem again?

Expert:  Tim replied 11 months ago.

hmm, is your ISP ADSL?

Customer: replied 11 months ago.
Expert:  Tim replied 11 months ago.

and the modem is vdsl?

Customer: replied 11 months ago.
but says can connect to adsl or vdsl
Expert:  Tim replied 11 months ago.

Ok, its backwards compatible.

Expert:  Tim replied 11 months ago.

Can you take a pic of the instructions they gave you?

Customer: replied 11 months ago.
Its not letting me upload pics now on this page
Expert:  Tim replied 11 months ago.

odd, we dont have a limit that i know of.

Customer: replied 11 months ago.
No. its just not showing up. oh. now it is
Expert:  Tim replied 11 months ago.

Jess, i hate to do this, but I need to get going, i can opt out so someone else picks it up if they fancy, or i can check back in tommrow?

Expert:  Tim replied 11 months ago.

Let me look at this real fast.

Expert:  Tim replied 11 months ago.

This is the Config your ISp was talking about?

Customer: replied 11 months ago.
Sure no worries. no that's the config for the modem to connect to dsl.
Expert:  Tim replied 11 months ago.

Can you show me what ever your ISP gave you....you said they gave you some special detials

Expert:  Tim replied 11 months ago.

95% of ISPs need no data entered to work....

Customer: replied 11 months ago.
This is config details from isp.
Expert:  Tim replied 11 months ago.

uh, i need the other half.....sorry. Those IP addreses are important

Expert:  Tim replied 11 months ago.

Ok, so this is PPPOE, you have to enter some of that info into the router, like user name, password ***** a few other things

Expert:  Tim replied 11 months ago.

That's the problem, your ISP requires your modem/router use that protocol and it needs the info they listed to connect.

Expert:  Tim replied 11 months ago.

Make sense? You may want to ask your ISP to walk you through where this stuff goes.

Customer: replied 11 months ago.
Maybe will check in with you tomorrow if still not sorted? I think I will have to try and manually enter all that info?
Expert:  Tim replied 11 months ago.

Yes, you have to manually enter it....

Customer: replied 11 months ago.
Ok. Will have to wait till isp opens tomorrow. Thanks though.
Expert:  Tim replied 11 months ago.

NP, let me know if you need more help. Please do rate my service. I'll be around tomorrow.