help

[sparky1]

hi all,
need some help please,heres the deal my mother in law has/had telewest now virgin i think. She lives in Newcastle i live in Southampton

The problem is when she tries to use the internet, it can take upto 15mins to open a page, messenger shows errors and doesnt work, it does send emails but not receive them.
i have pcanywhere installed and when i try and connect to her to try and help it logs me in but then boots me straight out.
She has been onto telewest/virgin but they say nothing is wrong there end and that its her pc.
can anyone help out :lease:

Mark

[sparky1]

update

she has a motorola sb5101 modem connected using patch lead not usb..

[sparky1]

this is a ping and tracert if it helps


Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\MAZ>ping www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.227.78] with 32 bytes of data:

Request timed out.
Reply from 212.58.227.78: bytes=32 time=41ms TTL=244
Reply from 212.58.227.78: bytes=32 time=30ms TTL=244
Request timed out.

Ping statistics for 212.58.227.78:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 30ms, Maximum = 41ms, Average = 35ms

C:\Documents and Settings\MAZ>tracert www.bbc.co.uk

Tracing route to www.bbc.net.uk [212.58.226.232]
over a maximum of 30 hops:

1 8 ms * 14 ms 10.96.64.1
2 8 ms * * 62.31.144.229
3 * * * Request timed out.
4 24 ms 21 ms 23 ms lee-bb-a-so-310-0.inet.ntl.com [213.105.175.165]

5 29 ms 29 ms 27 ms nth-bb-b-so-100-0.inet.ntl.com [62.253.185.101]

6 25 ms * 30 ms nth-bb-a-so-400-0.inet.ntl.com [213.105.172.193]

7 44 ms * 45 ms gfd-bb-b-so-010-0.inet.ntl.com [62.253.185.98]
8 * 21 ms 37 ms redb-ic-1-so-700-0.inet.ntl.com [62.253.185.78]

9 152 ms * * 212.58.238.189
10 24 ms 26 ms * 212.58.238.149
11 27 ms * 23 ms 212.58.238.157
12 * 24 ms 24 ms 212.58.226.232

Trace complete.

C:\Documents and Settings\MAZ>


this says to me that virgin/ntl/blueyonder/telewest ARE at fault ??

[keithh6]

I'm not sure how much this will help but you should ping/traceroute to the domain not the service - eg ping bbc.co.uk. Might explain why the pings are timing out.

It's difficult to understand how it could take 15 mins to load a webpage, but I don't see how the tracert you posted leads you to the conclusion that it is down to VM.

[Dantron]

I'd try emailing here:

http://help2.virginmedia.com/help/getContent.jspx?page=h_services_bybb

Although you state that your mother in law has been onto them, she may not have been able to give them all the details, as she may not be very computer literate (I'm guessing on the fact that you are trying to assist her so I apologise if she is) and therefore the call staff may have fobbed her off.

You can put the ping report into the email, I would also think about maybe using a laptop you may have or borrowing one to see if you can get the internet functionality running flawlessly on that as that would prove that it a problem with your mother in law's computer and not the net connection, and if it doesn't work you can go back to Virgin and state that its not working on two machines, one of which works fine at another location.

But I think the forms the best bet, they go to the engineers directly so if there is a problem they should be able to pick it out, its free, its easy and you won't get fobbed off by staff, probably with large telephone waiting queues.