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I am trying to set up my modem/router to access internet and

Customer Question
Hi I am trying to...
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: 2 years ago.Category: Networking
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Answered in 2 minutes by:
1/1/2016
Network Technician: Tim, Sr. Engineer replied 2 years ago
Tim
Tim, Sr. Engineer
Category: Networking
Satisfied Customers: 891
Experience: Sr. Systems and Network Engineer
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Hi there, i'm Tim and will assist. Can you give me more info please?

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Customer reply replied 2 years 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.
Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
Can't reach that page. even if I hit refresh
Network Technician: Tim, Sr. Engineer replied 2 years 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?

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Customer reply replied 2 years 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.
Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
use wireless. Am in network and sharing centre and can see connection
Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Network Technician: Tim, Sr. Engineer replied 2 years ago

No need for safe mode.

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Customer reply replied 2 years ago
Do I need to add vpn connection?
Network Technician: Tim, Sr. Engineer replied 2 years ago

no. did you hard wire in?

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Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
in that screen now
Network Technician: Tim, Sr. Engineer replied 2 years ago

type "ipconfig /all"

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Network Technician: Tim, Sr. Engineer replied 2 years ago

screen shot it pleae

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Network Technician: Tim, Sr. Engineer replied 2 years ago

any luck?

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Customer reply replied 2 years ago
having issues uploading screenshots. Hang on.
Network Technician: Tim, Sr. Engineer replied 2 years ago

ok

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Network Technician: Tim, Sr. Engineer replied 2 years ago

all i need

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Network Technician: Tim, Sr. Engineer replied 2 years ago

browser, go to 192.168.1.1 hit enter

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Customer reply replied 2 years ago
oh. that's exciting. I can see the netgear router tab. Taking forEVER to load though.
Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Customer reply replied 2 years 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
Network Technician: Tim, Sr. Engineer replied 2 years ago

what are the details?

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Customer reply replied 2 years ago
they printed it out on a sheet and I can manually enter them?
Customer reply replied 2 years ago
just taking ages to think about anything atm.
Network Technician: Tim, Sr. Engineer replied 2 years ago

it should be really fast -

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Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
it just loaded.
Network Technician: Tim, Sr. Engineer replied 2 years ago

naturally

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Network Technician: Tim, Sr. Engineer replied 2 years ago

I would go with the wizzard

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Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Customer reply replied 2 years 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
Network Technician: Tim, Sr. Engineer replied 2 years ago

wow, you are a far better typist than I.

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Network Technician: Tim, Sr. Engineer replied 2 years ago

Let me know when you are back to the router.

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Customer reply replied 2 years 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.....
Network Technician: Tim, Sr. Engineer replied 2 years ago

emm, doubt it. Go restart that modem please.

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Customer reply replied 2 years ago
Have restarted it. now getting a message from microsoft edge to authenticate username and password. which doesn't work.
Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
I think I might just try reset modem.
Network Technician: Tim, Sr. Engineer replied 2 years ago

you mean use the factory defualt deal?

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Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
Will that cause a problem with provided SSID and password?
Network Technician: Tim, Sr. Engineer replied 2 years ago

can you clarify that?

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Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Network Technician: Tim, Sr. Engineer replied 2 years ago

No config should mean no SSID or wireless password.

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Customer reply replied 2 years 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.
Network Technician: Tim, Sr. Engineer replied 2 years ago

ok.

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Customer reply replied 2 years 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
Network Technician: Tim, Sr. Engineer replied 2 years ago

explain the adsl/vdsl problem again?

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Network Technician: Tim, Sr. Engineer replied 2 years ago

hmm, is your ISP ADSL?

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Network Technician: Tim, Sr. Engineer replied 2 years ago

and the modem is vdsl?

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Network Technician: Tim, Sr. Engineer replied 2 years ago

Ok, its backwards compatible.

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Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
Its not letting me upload pics now on this page
Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Network Technician: Tim, Sr. Engineer replied 2 years 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?

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Network Technician: Tim, Sr. Engineer replied 2 years ago

Let me look at this real fast.

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Network Technician: Tim, Sr. Engineer replied 2 years ago

This is the Config your ISp was talking about?

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Customer reply replied 2 years ago
Sure no worries. no that's the config for the modem to connect to dsl.
Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Network Technician: Tim, Sr. Engineer replied 2 years 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

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Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Customer reply replied 2 years 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?
Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Customer reply replied 2 years ago
Ok. Will have to wait till isp opens tomorrow. Thanks though.
Network Technician: Tim, Sr. Engineer replied 2 years ago

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

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Tim
Tim, Sr. Engineer
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Satisfied Customers: 891
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Experience: Sr. Systems and Network Engineer

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