Can no longer connect to the internet

June 26, 2009 at 03:47:32
Specs: Windows Vista

Please could someone help me with this problem. My parents can no longer connect to the internet after having no problems for months. I know they haven't installed anything because they don't really know how to. They use Tiscali and are connected wirelessly. The computer can connect to the router but not the internet. I have been on the phone to Tiscali this morning who have advised me that the problem is due to the IP address. In ipconfig it is listed as a 169 number when it should be a 192. They went through some steps with me about how to manually assign the IP address which I did but there was a problem when the tech guy asked me to ping something in the command prompt. (I wont pretend to know what this means) The first set of numbers he gave me worked fine and gave 4 correct returns. The second set of numbers however could not give a return and timed out. With this the tech told me he could do nothing more and thanked me for choosing Tiscali. He advised me to get a technician out to look at the computer. Can anyone advise me of any steps they think may be able to solve the problem. I know some of the details are quite vague but I'm writing this from memory as I've had to come home to use my internet connection.

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June 26, 2009 at 06:36:11
The computer isn't connecting to the router if you see a 169 address. Did you try a wired connection instead of wireless? Look at the device manager to make sure all adapters are enabled & don't have any errors.

How do you know when a politician is lying? His mouth is moving.

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June 26, 2009 at 10:11:29
Yeah did try a wired connection using the Tiscali installation disc but get an error stating that the computer cannot connect to the router. Not sure if this makes any difference but I did also try to reinstall everything with a wireless connection (again using the Tiscali installation disc) and it tells me that the WAP code I entered is incorrect even though I triple checked it to make sure it was right. I have also used the exact same WAP code when using the wireless network connection screen from the taskbar which the computer accepts?

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June 26, 2009 at 14:59:37
Supply the following information please.

OS running on all affected systems
Make & models of all equipment (routers, network cards, modems).
Wired or wireless?
What wireless encryption is in use? (WPA, WPA2, WEP, None)
Browsers being used (Firefox, IE, Safari, Opera,...)
What security software is installed? (Firewalls, AV, Spyware, Malware,...)

Open up a command prompt (Start > run > cmd)
Type the following bolded commands and post the results for each affected machine.

ipconfig /all
ping [url][/url]

Note: To post results of commands, alternate click on the top of the command prompt > edit > select all >
alternate click on the top of the command prompt > edit > copy > paste in a message here. If you are on
a computer that can't connect to the internet then paste the contents in a text document and save it to a
portable media like a flash drive, then use an internet capable machine to post the contents.

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