My name is XXXXX XXXXX I'll be assisting you with this issue.
PLEASE NOTE: If this chat is idle for 5 minutes (no messages received by either party) it times out. If you do login to this chat and it appears I'm offline, please leave me a message here and I'll connect as soon as I can.
the username and password XXXXX refeering to is that for the wireless?
do you have the model number
of the dlink?
after you've reset the modem
did you connect to 192.168.1.1?
when you type 10.0.0.2
what does it say?
does it have dlink written anywhere?
i think that could be a different device
are you using a computer at the moment?
how are you connected to the internet?
ok i see
you'll need a computer to connect to the dlink router
to ip address 192.168.1.1
lets work with that computer
is it a windows computer?
can you click start
then in the seach
can you tell me the IP address
the router needs to be setup correctly
in order to get to google.com
when you typed ipconfig /all
what was the result?
but did you follow my instructions?
in the search bar type cmd
a black window will pop up and type
ok did you click on start?
let's do this one step at a time
click on start
then do you see a search bar
it says search for program and files
click that and type cmd
and press enter
type cmd and press enter
the enter key on the keyboard
ok at the top what is the ip address
you should see something like 192.168.1
yes keep going you should see some numbers
ok that means the router is not configured
it should be giving an IP address
to the computer
is the lights flashing on the Dlink router
ok the router is not configured
There should be one for Ethernet LAN
which is for the blue cable
no that's not it
it should have an ip address
no before that
what about gateway
can you see that
so the ip adress of the dlink is definately 10.0.0.2
which means the reset didn't work
how did you reset the modem?
did you use a paper clip?
can you please try again
hold it for 10 seconds
then restart it
no you don't need to
the reset button is at the bottom of the unit
would you like someone with remote access to control your pc and configure the system for you?
I don't have that access
is that ok with you?
ok please wait while someone contacts you
Hi Dustin. The router is not defective.it required an adjustment on my computer which I have finallly managed to do with assistance of my service provider.. Hence if your word is your honour you will refund my deposit. Regards. XXXXXX XXXXXXX