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Tim
Tim, Sr. Engineer
Category: Networking
Satisfied Customers: 888
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: 1 year ago.
Category: Networking
Expert:  Tim replied 1 year ago.

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

Customer: replied 1 year 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 1 year 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 1 year ago.
Can't reach that page. even if I hit refresh
Expert:  Tim replied 1 year 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 1 year 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 1 year ago.

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

Customer: replied 1 year ago.
use wireless. Am in network and sharing centre and can see connection
Expert:  Tim replied 1 year ago.

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

Expert:  Tim replied 1 year ago.

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

Customer: replied 1 year ago.
ethernet connection gives the same limited internet connectivity... Do I reboot my computer in safe mode before connecting ethernet?
Expert:  Tim replied 1 year ago.

No need for safe mode.

Customer: replied 1 year ago.
Do I need to add vpn connection?
Expert:  Tim replied 1 year ago.

no. did you hard wire in?

Customer: replied 1 year ago.
Expert:  Tim replied 1 year ago.

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

Customer: replied 1 year ago.
in that screen now
Expert:  Tim replied 1 year ago.

type "ipconfig /all"

Expert:  Tim replied 1 year ago.

screen shot it pleae

Expert:  Tim replied 1 year ago.

any luck?

Customer: replied 1 year ago.
having issues uploading screenshots. Hang on.
Expert:  Tim replied 1 year ago.

ok

Customer: replied 1 year ago.
Expert:  Tim replied 1 year ago.

all i need

Expert:  Tim replied 1 year ago.

browser, go to 192.168.1.1 hit enter

Customer: replied 1 year ago.
oh. that's exciting. I can see the netgear router tab. Taking forEVER to load though.
Expert:  Tim replied 1 year 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 1 year ago.

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

Customer: replied 1 year 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 1 year ago.

what are the details?

Customer: replied 1 year ago.
they printed it out on a sheet and I can manually enter them?
Customer: replied 1 year ago.
just taking ages to think about anything atm.
Expert:  Tim replied 1 year ago.

it should be really fast -

Expert:  Tim replied 1 year ago.

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

Customer: replied 1 year ago.
it just loaded.
Expert:  Tim replied 1 year ago.

naturally

Expert:  Tim replied 1 year ago.

I would go with the wizzard

Expert:  Tim replied 1 year ago.

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

Customer: replied 1 year 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 1 year ago.

wow, you are a far better typist than I.

Expert:  Tim replied 1 year ago.

Let me know when you are back to the router.

Customer: replied 1 year 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 1 year ago.

emm, doubt it. Go restart that modem please.

Customer: replied 1 year ago.
Have restarted it. now getting a message from microsoft edge to authenticate username and password. which doesn't work.
Expert:  Tim replied 1 year ago.

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

Customer: replied 1 year ago.
I think I might just try reset modem.
Expert:  Tim replied 1 year ago.

you mean use the factory defualt deal?

Expert:  Tim replied 1 year ago.

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

Customer: replied 1 year ago.
Will that cause a problem with provided SSID and password?
Expert:  Tim replied 1 year ago.

can you clarify that?

Expert:  Tim replied 1 year ago.

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

Expert:  Tim replied 1 year ago.

No config should mean no SSID or wireless password.

Customer: replied 1 year 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 1 year ago.

ok.

Customer: replied 1 year 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 1 year ago.

explain the adsl/vdsl problem again?

Expert:  Tim replied 1 year ago.

hmm, is your ISP ADSL?

Customer: replied 1 year ago.
Expert:  Tim replied 1 year ago.

and the modem is vdsl?

Customer: replied 1 year ago.
but says can connect to adsl or vdsl
Expert:  Tim replied 1 year ago.

Ok, its backwards compatible.

Expert:  Tim replied 1 year ago.

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

Customer: replied 1 year ago.
Its not letting me upload pics now on this page
Expert:  Tim replied 1 year ago.

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

Customer: replied 1 year ago.
No. its just not showing up. oh. now it is
Expert:  Tim replied 1 year 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 1 year ago.

Let me look at this real fast.

Expert:  Tim replied 1 year ago.

This is the Config your ISp was talking about?

Customer: replied 1 year ago.
Sure no worries. no that's the config for the modem to connect to dsl.
Expert:  Tim replied 1 year ago.

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

Expert:  Tim replied 1 year ago.

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

Customer: replied 1 year ago.
This is config details from isp.
Expert:  Tim replied 1 year ago.

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

Expert:  Tim replied 1 year 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 1 year 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 1 year ago.

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

Customer: replied 1 year 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 1 year ago.

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

Customer: replied 1 year ago.
Ok. Will have to wait till isp opens tomorrow. Thanks though.
Expert:  Tim replied 1 year ago.

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

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