is Virgin a problem?

[jno]

Since Virgin 'upgraded' their broadband service a couple of months ago my computer frequently (3-4 times a day, especially in the evenings) freezes when on the internet, or won't connect at all. They say they can't do anything unless I can quote an error message, but I'm not getting one; it just won't connect. Switching the router off and on usually seems to cure it but is tedious. I actually have two computers in different rooms going via the same router; the problem affects them both simultaneously.

Is the problem with Virgin or with my computers? Bearing in mind there wasn't a problem till their upgrade.

[VHG]

If you have an old modem ask them for a new modem.

I went up to 20Mb with Virgin and I had an old modem. Various forums said I should ask for a new modem which I did and they sent me one.

Also, if the router is very old maybe that cant cope with the new speed.

[Buenchico]

When you say that your computer freezes, do you actually mean exactly that (i.e. you can't use any programs at all) or is it simply that your browser refuses to download anything from the internet?

If you're getting complete 'lock-ups', the problem is almost certainly nothing to do with your internet connection. You should be looking for viruses, trojans or other malware on your computer.

However, if your browser simply stops downloading anything from the internet, it's probably the same DNS problem which gets reported, here on AB, at least once per week. Try the following.

Disconnect from the internet.
Right-click on the icon for your internet connection.
Select 'Properties'
Click the 'Networking' tab.
Click 'TCP/IP settings'.
Click alongside 'Specify name server addresses'
Replace the row of noughts, alongside 'Primary DNS' with 194.168.4.100
Replace the row of noughts, alongside 'Secondary DNS', with 194.168.8.100
Leave the other settings unchanged.
Click 'OK' twice.
Reconnect to the internet.

Those instructions apply to Windows ME. It's the same with XP (although the 'Networking' tab is, I believe, relabelled as 'Server types'). For Vista, follow the instructions here (but still using the Virgin DNS addresses I've given you above):
http://windowshelp.microsoft.com/Windows/en-us /help/e070bf7b-6d5e-4f49-b4f7-10aa8d8b11e21033 .mspx

Chris

[sarah_louise]

Always ring 150 if you have a cable phone to check their Broadband Status. You have to work through the menu options. I am on Virgin and my postcode is always reporting "Broadband Issues"

[ailie]

Bueno, I'm with AOL, through the BT line. Should I try same proceedure? do you have their address?

[Buenchico]

For Ailie:

Switching from 'server assigned' to 'specified' DNS addresses can never do any harm (and it can frequently do a great deal of good).

AOL uses quite a few domain namer servers. Try entering this for the primary DNS:
205.188.146.145
and this for the secondary DNS:
205.188.157.232

Alternatively, you can use an 'open' DNS, which anyone can use. (These are the settings which I use myself).
Primary DNS: 208.67.220.220
Secondary DNS: 208.67.222.222

Chris

[jno]

Thanks for the answers. Chris, it's the internet connection that freezes rather than the computer itself (and it happens to both computers so I'm assuming it's not a hardware problem). A blank page comes up (on either Firefox or IE) but nothing appears on it. Occasionally a note appears saying something like 'Firefox could not find this page'; more often it just stays blank forever.

I'll action suggestions when/if I return from the dentist, assuming I can get online again.

[jno]

Chris, if you're still around: when you say click on the icon for internet connection, you mean the browser? I have IE and Firefox and neither has a networking tab or, as far as I can see, anything like it under the icon.

I have also been scratching my head over why switching the router off and on seems to resolve the problem (for a while) - does this suggest a problem with the router itself? All it does, as I understand it, is split the service between my two computers; and both computers suffer simultaneously.

[Buenchico]

Hello again!

I've no idea why these DNS problems keep occurring. I just know that I managed to fix a similar problem on my PC by changing the DNS settings and, since then, lots of other people have experienced similar problems and fixed them by following my suggested method. (I'm still using dial-up with Windows ME but most of the others who've had this problem have been using XP or Vista, with broadband. So it seems to affect all systems).

I've never used a router, but a bit of Googling suggests that any DNS settings on your computers will over-ride any that might be on your router. So changing the settings on both your computers should do the job.

If you're using Vista, follow the instructions in my link above. Otherwise, the connection icon you're seeking should be in the 'Dial-up networking' folder. (Yes, I know that you're using broadband. It's still under 'Dial-up Networking!). With ME, the route is Start > Settings > Dial-up Networking. XP will be fairly similar (although you might have to go via the Control Panel).

Chris

[terambulan]

Sometimes the connexion freezes when a heavy download is being received by your pc.

[jno]

Gah, zonked out again.

Chris, I've tracked this down - is this it? (Apologies for my extreme ignorance - I answer Q's in a variety of sections but my own Qs are always in the Technology section...)

http://i41.tinypic.com/10mls44.jpg

Thanks terambulan, but I don't do big downloads, just look at average web pages at most

[Buenchico]

Yes.

In the right hand panel (in your picture), leave the top bit unchanged.

Click in on the 'radio button' next to 'Use the following DNS server addresses'. The two boxes below that line (which are currently 'greyed out') will become active.

Enter 194.168.4.100 in the top one.
Enter 194.168.8.100 in the lower box.

Click 'OK'.

Chris

[jno]

Chris, I've finally managed to do this and given it a couple of days' trial; alas it doesn't seem to have helped. Hasn't made it any worse, though, so I'll leave it as you suggested. Thanks for the advice anyway.