Lost broadband connection.

Greetings from sunny (mostly) Queensland Sunshine Coast
Please excuse me if I'm in the wrong forum.
I'm a septuagerian who helps seniors (and others) with their computer problems.
I'm at a loss when trying to solve a vexing broadband connection problem for an elderly client. I've had to reconnect a new Netgear adsl modem 'cos the old one was faulty. Use the modem admin interface and wizard to successfully connect to her ISP. The problem is that the next day, she can't access the internet. I re-run the wizard and the connection is once again successful. This scenario has now been repeated three times. And I have to go once again on Monday to repeat the procedure. I don't know where to look for an answer. Except here!
Details are: Windows XP Pro computer with 512 Mb RAM. Standard setup
Modem: Netgear adsl modem connected via USB. The modem is continuously powered on. Also, it shows as being actively connected, but IE can't access any web sites. Neither can I ping any.
I have the suspician that the problem may be that the modem is somehow 'losing' the login name & password, and running the modem config wizard simply puts it back again. Oops, I've just had a thought - are these details automatically saved, or is there a a button to click to save them? I'll check on Monday arvo.
In the meantime, are there any other suggestions? 'Cos I've run out of ideas.
BTW - are any further details re equipment necessary?

Thanks in advance.

 

This does have the smell of a hardware fault about it. However, it is possible that the faulty hardware is at the ISP end rather than your user. I'd try two things.

First, when the failure occurs try the following at the command prompt:

tracert www.windowsbbs.com

With a modem fault, this should result in a failure very quickly. If you get more that one response, the problem is at the ISP rather than with your user's equipment. If you need help interpreting the output, post it here, and we should be able to tell you what it is showing.


tracert www.windowsbbs.com > output.txt will create a file called output.txt, that contains the tracert output. You can use this to copy and paste into a posting here.

Another thing to try is to reboot the modem rather than reconfigure it. It might be that the unit just needs a kick to get it to work. If there isn't a reboot/stop-start option in the modem's software, try disconnecting it and reconnecting it.

 

Sounds like modem and computer not on same page (networked together) on startups.
Long post since you’re not at computer so just gonna give some things todo. N before you leave shut computer down n restart to see if still works.

Do this BEFORE running wizard n fixing things.
On her computer :
Hit-start-run- type in CMD "“ you should now have dos prompt window "“ type in: IPCONFIG/ALL

Look at DHCP enabled….. yes
Autoconfiguation enabled…..yes
Look at Default Gateway- DHCP Server- DNS Servers "“ They should all have same number.
IPAddress (that’s the computer) same first 3 sequence of numbers must match above.
I’m guessing it doesn’t.

But if it does problem may be with DSL modem, cable or ISP. Is internet,dsl,ethernet lights on modem on? Don’t know modem number but it should have those lights. Try resetting modem. Just unplug it- wait 15 seconds or so n plug it back in.
Check lights after it does reboot thing. Kinda doubt hardware problem since works after running wizard "“ but something to check while there.

If IP address doesn’t match. Problem solved.
Two thing to do, I’ll give the easiest.

Hit START-open up - Control Panel "“ Netwok Connections "“ Local Area Connection "“ select properties "“ scroll down to Internet Protocol (TCP/IP) "“ double click it.

Obtain an IP address automatically AND Obtain DNS server address automatically should be checked. Hit OK n exit.

Run IPCONFIG/ALL n see if first 3 sequence of numbers now match.

If not, have to check that DHCP enabled on modem.
This will be weird "˜cause it’s really default modem setup.
But check it.
Open up IE- enter IP address of modem in address bar.
198.168.15.1 or whatever it is "“ might need modem manual for actual address and rest.

Somewhere in modem menu "“ will have enable DHCP "“ make sure it’s checked. Save n Exit.

btw- if get sign on screen with modem n just says ADMIN- don’t enter a password "“ just hit return.
Run IPCOFIG/ALL again.

What's the result?

Just realized - you're using a USB connection instead of an ethernet cable.
While USB is second option not sure if it changes how you go about setting things up. Never tried it.

 

Thank you, gentlemen. Your advice is really appreciated. I have to see the lady tomorrow arvo (Monday) and will follow your suggestions. And will post the results asap.

 

Lost broadband connection

Hi Peter, I,m in the same age group and I had a similar problem with our broadband dropping out intermittently. (Telecom xtra jetstream) I had US Robotics ADSL modem and downloaded and installed the latest update (UK variant) on advice from NZ agents Techo. Connection still dropped out and I got a credit back on modem and purchased D-Link ADSL router and still had the same problem. I contacted xtra on their help line and the guy tested our connection and declared everything was OK. We went through every step of hooking up to broadband and I spent one and threequarter hours on the 'phone with this guy and he then ordered a Technician for the following day. This techo rang me from the local exchange and asked me to try the broadband connection and it went in no problem. He then came to our house and checked everything then admitted he had found a faulty soldered connection at the exchange and had repaired that before ringing me. That was 18 months ago and we haven't had any problems since. I'll leave you to consider whether your friend has a similar problem.