Connecting to Virgin.net ADSL with a Netgear 834G

[aeonf242]

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ALL SORTED NOW, THANKS FOR THE HELP !

I borrowed an Alcatel modem, as this is the only thing they'll support.
Then I called their Customer Services on 0845 6500000 who then passed me on to their 'prepaid' technical support 0845 6501000.
The guy I was speaking to used a virtual login to check my account then it magically started to work. I then used my Netgear and everything worked.
All I can say is that Virgin.net website support sucks and Hexus users Rock.
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Help, I'm a bit of an ADSL ludite and foolishly chose Virgin.net as my new ADSL provider.

I'm trying to connect to Virgin.net ADSL with a Netgear 834G wireless router and Modem.

I've tried my username and password (dummy data):
Username : aeon.f242@adsl.virgin.net
Password : password1

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The error I get is:

Connection Status

Connection Time 00:00:00
Connecting to Server Disconnect
Negotiation LCP down.
Authentication CHAP authentication failed
Getting IP Addresses ---
Getting Network Mask ---
I've attached a word document with screen prints.
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the encapsulation I'm using is PPPoA(PPP over ATM)
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I'm pretty much using the following settings:


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Any of you Virgin.net heads help me, cheers...
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Finally I heard rummour that Netgear doesn't like Virgin.net, at least with the 814 model.

[Paul Adams]

CHAP (Challenge-Handshake Authentication Protocol) authentication failure could indicate bad credentials - either they are wrong or don't exist on the authentication server.

I assume that the light on your router indicating DSL activity is doing something, and you have a splitter in the phone socket the modem is connected to?

Did Virgin provide the correct DSL settings you require?

[aeonf242]

CHAP (Challenge-Handshake Authentication Protocol) authentication failure could indicate bad credentials - either they are wrong or don't exist on the authentication server.

I assume that the light on your router indicating DSL activity is doing something, and you have a splitter in the phone socket the modem is connected to?

Did Virgin provide the correct DSL settings you require?

Virgin provided me with login credentials for a USB modem and the other details are scattered across their website.
============I THINK MY MODEM IS CONNECTED=========
Modem
ADSL Firmware Version 1.00.09.00
Modem Status Connected
DownStream Connection Speed 576 kbps
UpStream Connection Speed 288 kbps
VPI 0
VCI 38
===============================================

I think I just need the right login, but Virgin.net don't provide that info....I was hoping a Hexus>dot<>cum>Virgin>dotnet might know

[Paul Adams]

Virgin provided me with login credentials for a USB modem and the other details are scattered across their website.
...I think I just need the right login, but Virgin.net don't provide that info...

They didn't provide you with the username & password, or they did?

I assume that modem status is from the "Router Status" page from the NetGear web interface?
Certainly looks like your physical connectivity is sound, and you need to contact Virgin support for advice.

I only signed up for ADSL once in the UK, with Eclipse, and they sent an email with all the details required and a date that the service would be activated, I assume they are common requirements for all ADSL providers...

[aeonf242]

Sorry, they supply info to connect via USB modem which are in the style of my username and password.
Unfortunantly V Tech Support don't support Routers.

[PopUpPirate]

Hmm I'm running virgin.net through a wireless BT router (adsl/file sharing) and have had no problems apart from teething troubles with the file sharing... its gotta be modem problems rather than a problem with virgin.net needing particular settings at a guess.

[aeonf242]

Hmm I'm running virgin.net through a wireless BT router (adsl/file sharing) and have had no problems apart from teething troubles with the file sharing... its gotta be modem problems rather than a problem with virgin.net needing particular settings at a guess.

Cheers, it might be the netgear...
as a favour could you confirm the style of login your router/modem users (user.name@adsl.virgin.net, etc)?

[aeonf242]

ALL SORTED NOW, THANKS FOR THE HELP !

I borrowed an Alcatel modem, as this is the only thing they'll support.
Then I called their Customer Services on 0845 6500000 who then passed me on to their 'prepaid' technical support 0845 6501000.
The guy I was speaking to used a virtual login to check my account then it magically started to work. I then used my Netgear and everything worked.
All I can say is that Virgin.net website support sucks and Hexus users Rock.

[Paul Adams]

Sheesh, so it was just a user/password problem after all that?

Totally sucks that they refuse flatly to even try and support routers

Glad you got it all sorted out though

[aeonf242]

Sheesh, so it was just a user/password problem after all that?

Totally sucks that they refuse flatly to even try and support routers

Glad you got it all sorted out though

yeah well, pay peanuts and deal with monkeys.....they don't even have a pop3 e-mail access point as far as i can tell.

[Butuz]

Virgin ADSL suck. I hate them. Had so many problems with my netgear router and its still unreliable as hell. Yuuuuk

Butuz

[Y Gwyryf]

Sheesh, so it was just a user/password problem after all that?

Totally sucks that they refuse flatly to even try and support routers

Glad you got it all sorted out though

Thats slightly unfair. While we don't support modems we could give courtesy support. I know I would have. But I guess like any job you'll find some people who are good at it and some who arn't so good.

.....they don't even have a pop3 e-mail access point as far as i can tell.

Not quite sure what gives you that idea.

[Paul Adams]

Thats slightly unfair. While we don't support modems we could give courtesy support. I know I would have. But I guess like any job you'll find some people who are good at it and some who arn't so good.

Did you mean routers, rather than modems?

It wasn't a comment on the support staff, but the company line, if it is the case that 'officially' routers are not supported - same as NTL policy years ago.

As I understand it, aeonf242 was refused support as soon as he mentioned the word "router", but after borrowing a modem to test, still having problems and calling back for support, it was magically made to work without any change.
CHAP details were incorrect, or the account not enabled on the RADIUS server, I can't believe it is a tricky task to check.

However, in this case I think the support guy could have made a little more effort to offer a basic level of support and checked the login account first, as a courtesy.
Always a problem working first line support, you all get tarred with the same brush - good or bad, depending on the volume (quantity and loudness!) of the people who get a bad experience.

My personal opinion is that ISPs should at least make an effort to support different devices connecting to the service the customer is paying for - I remember a few ISPs years ago that had specific exclusions for Macintosh users, for example.

[Y Gwyryf]

Actually I agree with that problem. When someone comes through to me saying that they are getting error 691, the first thing I check is if I can log in. If I can, I can just kick the details through our system. guess thats what happens when you have an influx of new staff trained in 5 days instead of the usual 15.

[aeonf242]

Actually I agree with that problem. When someone comes through to me saying that they are getting error 691, the first thing I check is if I can log in. If I can, I can just kick the details through our system. guess thats what happens when you have an influx of new staff trained in 5 days instead of the usual 15.

Actually I agree with that problem. When someone comes through to me saying that they are getting error 691, the first thing I check is if I can log in. If I can, I can just kick the details through our system. guess thats what happens when you have an influx of new staff trained in 5 days instead of the usual 15.

I hope I haven't painted to bad a picture of Virgin.net......they are no worse than any other ISP I've dealt with.
They maybe even be better than Pipex.
I do maintain however that they're website support suck as they only offer support for the thomson modem, not a jot or a stab at anything.
Also the pop3 only e-mail access is disappointing.
I did go with them because they have no minimum contract, I certainly won't be staying with them after I move again...but that's a PERSONAL CHOICE.....
So Virgin.net seem OK, certainly no worse than some of their peers but they could improve.

Whilst thinking about I've also had no reply to 2 e-mails I sent to the support address...Grrrr

[Y Gwyryf]

I hope I haven't painted to bad a picture of Virgin.net......they are no worse than any other ISP I've dealt with.
They maybe even be better than Pipex.

Well, we must get 1 or 2 things right!

I do maintain however that they're website support suck as they only offer support for the thomson modem, not a jot or a stab at anything.

Like I say, most people there can offer courtsey support. But we are instructed that it's not required to support everything.

Also the pop3 only e-mail access is disappointing.

http://webmail.virgin.net <----There you go Virgin webmail.

I did go with them because they have no minimum contract, I certainly won't be staying with them after I move again...but that's a PERSONAL CHOICE.....
So Virgin.net seem OK, certainly no worse than some of their peers but they could improve.

Tell me about it!

Whilst thinking about I've also had no reply to 2 e-mails I sent to the support address...Grrrr

Yeah, sorry about that. very long wait for e-mail replys. Sometimes I do answer the e-mails and they can be 1 week or more old!