Router or what?

[dingaling]

My daughter asked me to post her question, she cannot connect to the internet.She is with BT,and she has been on to the call centre in India for at LEAST six hours since Saturday! Two different people told her she needed a new router, which she received today, (�25) and still she cannot get anything at all. Back she went on the 'phone for another 65mins, doing the same thing over and over. Then they said to leave it all off for 15hours and ring back tomorrow. As you can imagine she is nearly tearing her hair out. She has Zone Alarm Security Suite, and the icon in bottom right hand corner which normally controls the 'traffic' keeps turning into a red box with a yellow cross indicating 'truevector security service is shut down' then 'System error please reboot' apart from this, nothing. Any suggestions very gratefully received.(it is lucky? that it is a freephone number) Thanks in advance.

[vehelpfulguy]

Try taking the router out of the link and plugging the laptop straight into the modem. See if that works.

Also try shutting down Zone Alarm (right click on the icon on the task bar and select Shut down zonealarm). See if that works.

Has her internet connection EVER worked ?

If so what has changed?, has a router been added, or a new laptop perhaps, or did it just stop working.

[dingaling]

Thank you for your reply, I will let her know. It is a PC she has not a laptop, does that make a difference? Nothing has been done to it at all, she was away for the weekend and when she got back the internet wouldn't come on at all.She has complained about it being slower of late but that is all. Shirl

[keyplus90]

Try connecting your router on the main socket of Tel line. See if it works there. I had same problem with BT Home Hub. Like that you can find out if there is a problem with tel line.

I phoned few times and of course call goes to India. Few times they made me delete my all personal files. When I told him that these files are personal and I do not think has anything to do with Internet. "Just click on Yes please" That is what he said and zzzzzzzzzzzzzoom all my personal files disappeared. Guess what problem was still there. Wish you good luck.

[dingaling]

Thank you for your replies. I have just had my daughter on the 'phone and she tells me that when she rang India again there was a message saying that there was a big problem with viruses etc. and people could not get connected to broadband!!! Straight after that message came another one saying, (can you believe this?) go on to www.whatever and check your spyware!!!! Honestly! I don't know what the next step is. Shirl

[dingaling]

Thank you wizard for the suggestion. She is fixed up now,turns out it was zone alarm causing the problems. (Hope she can get a refund on her router!!!) She has changed to - is it AVG? something like that, and everything seems fine, touch wood, and working much faster. Thanks everyone who answered.She did try all your suggestions.Shirl

[lightbeing]

Virgin Media are the best internet providers, as I have been with them for quite some time. They just installed a new modem and told me how to set up a router in the back of the modem for the laptop.

Also, you only pay a little over �7.00 for the router, as the router is free to broadband customers on the large and xlarge packages. I think it could be free on the smaller package, but as I am on the large package, I have been told that they would supply me a router free of charge.

Also, it is a lot cheaper ringing their broadband customer service for help. If the error is their end, then you don't get the charge.

Also, you can use ASK.COM how to connect a wireless router to a PC, and it should take you to a website that for a small fee will give you the instructions on how to do it from beginning to end. I can't think the name of the website at the moment, but I have found it useful when I needed info relating to my husband's computer, when his computer crashed, as he isn't online.

[lightbeing]

The �7.00 and some odd pence is for posting and packing, and not for the router itself. The router is free.

[dingaling]

Thank you for your comments lightbeing, but my daughter seems to be sorted now. There is'nt a charge for 'phoning India with BT it is just so time consuming. Actually I am with Virgin myself, and as you say, they are fine. Shirl