Internet connection problem

We have just had a new router box installed and have connected 4 laptops with no problems. We have a compaq laptop that shows the icon that says internet is connected but it will not connect to the internet. It uses vista. According to our internet service provider they say the laptop may need configuring to the new box and want to charge a fortune to send an engineer as they say their router is working fine.

Is there anyway to do this ourselves or do we need the engineer?

 

The ISP is correct, the Vista PC will need configuring and I am sure we can help.

Are you using cable connection or is this a wireless network?

Plase give the full name and model number of the Compaq laptop.

 

Thank you for your replies. The laptop is a Compaq Presario - model numer CQ60 and we are trying to get it to work with a wireless connection. It works ok with the cable connected.

How do I Run this command from an elevated command prompt? so that I can copy that into it?

 

Click Start and type cmd into the search box, cmd will appear above, right click on it and select "Run as Administrator" the command prompt will then open.

 

One thing that regularly causes a problem with a wireless connection is having a cordless telephone nearby.

 

have tried typing in command as described.
Message that comes up is
'ipconfig.txt' is not recognised as an internal or external command, operable program or batch file.

Have tried to use laptop in a room that is away from any cordless phones and still not connecting.

Do you have any further suggestions?

 

netsh interface ip show config >c:\ipconfig.txt

Copy and paste this command (all of it), there is no reason why it should not work unless you have typed it in wrong.

Try disconnecting the cordless phone then you will know it can't be that. If it is near the modem it can cause problems as it will interfere with the signal.

 

Hi,

Have tried the command again and made sure it was typed in correctly but it still comes up with the message
"'ipconfig.txt' is not recognised as an internal or external command, operable program or batch file.

Have disconnected the phone, removed the talk talk connection and tried to connect again.


If it helps when you hover the mouse on the computer network icon on bottom right of screen it says "currently connected to unidentifi Talk Talk B512DS Access - Local only. There is no additional world symbol showing which was there before the change of the router.

When you look at the network sharing centre it shows the message This computer then a green line linking it to the words unidentified network then there is a red cross and then the word internet.

 

There are two guides here that should help you to set up the router and the laptop.

http://nsegainkc1.aliant.net/knowledge/Docs/Internet/Conn/6520/WinVistaWireless/WinVistaWireless.htm

http://www.ehow.com/how-does_4899098_setting-up-wireless-router-vista.html

You should also check in device manager under Network Adaptors and check you have the wireless card correctly installed (any yellow triangle?).

Try just typing ipconfig at the command prompt and see what the result is.

 

Thank you for your help with this but I'm still not getting anywhere. Have checked under device manager and cannot see any yellow triangles anywhere.

We have also tried copy and pasting the netsh interface command and again got the same message that it is not recognised as an internal or external command.

We then tried just typing in ipconfig. We did a screen dump of the message that then came up which is on the following link:

http://tinypic.com/r/2cntaoh/7

It is not very clear but it may make sense to you.

Have looked at the links supplied regarding setting the router to the laptop but as other laptops are working fine should we have to do this and could it affect the others?

Also one mentioned SSID and WEP numbers and I have to admit this is totally above my head.

 

OK, it is very strange that the netsh command is not working, try this command from the command prompt as before.

ipconfig /all > c:\ipconfig.txt

Go to my computer, click on the C drive, open c:\ipconfig.txt and then copy this info and post it back here.

If your operating system is on anything other than your C drive change the "c" to the correct drive letter.

If it still doesn't work try this command and see if it produces anything.

netsh interface ip show config

 

I feel I have side tracked a bit here with that command that won't work so lets try for a connection without any risk to the other PC's. Follow this simple procedure.

Click Start then select Control Panel. Click on Connect to a Network in the list just below Network and Sharing Center. A new panel opens. Next to Show select All and hit the refresh button (the button with the two arrows in it). Select the connection you want and click on Connect, make sure you select the option Start This Connection Automatically.

If this doesn't work you will need to follow the previous links I gave. The second link will probably be the easiest to follow, this tells you what SSID and WEP mean. If resetting the router to default causes a problem with the other PC's just follow my connection guide above and all should come good.

 

Arie, not sure if this is relevant but if you do a search for 520b.com it shows 520b to be the model number of a Talk Talk router.

 

Sorry for not responding sooner. Have run malware programme. Nothing. Laptop still shows that it is connected to the new router but won't connect to the internet. The new router we have is supplied by talk talk and is a Huawei Echolife HG520b model. Have contacted talk talk but they just keep sending back standard replies to FAQ. The previous router we had which worked for all the laptops was a Siemens.

Have now found out how to get the SSID and WEP codes on my laptop so should I try connecting the problem laptop mannually rather than automatically?

 

Try auto first and then manually if that doesn't establish the connection.

Have you tried the guides from my post No10 or the instructions I gave in post 14.

I am still concerned that the netsh command line did not function. What malware program did you run? To be certain there are no infections you should go through all the scans that are provided from our Malware and Virus forum. No AV software is 100% accurate and what one AV program will miss another may find, if you have only used one AV program then there is a possibility that it could have missed something. It is also better to have our experts look at the log files produced by the various scans to be quite sure your PC is clean.

After having the PC passed as clean, check to see if the netsh command will work or not, if not I would suggest you run a repair install from your OS disc to see if that will rectify the problem.