I'm at a loss on this one

Hi. I hope I posted this under the correct category. I believe this is a hardware issue. I am not sure however. It could be a virus that did this. The problem I'm having is that as of three days ago, I can no longer connect to the internet via DSL. My DSL is connected to my router. It is a Linksys router. The router seems to work fine and the weird thing is the router still works meaning we are still getting wireless access to the internet. I say it may be a viral problem because about a week ago some software was downloaded by someone and it caused the computer to keep freezing. After running malwarebytes, it found several PUP entries and browser hijackers. I have contacted my ISP and they suggested trying my DSL on another computer. I did that and still will not connect. So I am thinking it is a problem on their end. They want me to pay them $85 before the will come fix it. I just wanted to know what you guys thought before I did that. You guys are always really helpful to me and I think you are great. Thanks in advance.

 

Have you reset the router and the modem?

 

my isp reset the modem and I reset the router

 

Have you disconnected the router, and hardwired a computer directly to the modem?

 

run an ipconfig on the wired computer and compare to a wireless computer that is still getting Internet access. Are the on the same network -
192.168.1.X with a 255.255.255.0 subnet and the same gateway 192.168.1.1 (for example)
Try this
http://www.majorgeeks.com/files/details/complete_internet_repair.html

 

Since your wireless devices have Internet access then it cannot be a problem on their end and the DSL modem is working fine. And the router itself is working fine too because the WAP (wireless access point) is really a discrete device (even if integrated with the router) and goes through the router (internally) too.

The problem is on the Ethernet side of your Router (the integrated 4-port switch) or your computer.

If other devices connected by Ethernet cannot get Internet access, then it is likely a problem with the integrated 4-port Ethernet switch.

 

okay I checked this and it shows a different network ip for the wired and wireless computer. what does that mean? I tried the program you suggested, but it still does not work. any other suggestions?

 

I think it's a problem with my computer too. Do you think malware could have caused this? some of the services like peer group networking will not start and my computer also refuses to create a restore point. any suggestions?

 

Can other devices connect to the Internet via Ethernet?

Have you scanned for malware?

 

no, they can only connect via wireless. I have tried another router and that was not the issue. The wireless worked with that. I haven't learned much about networking so I don't understand much of this at all. The LAN connects fine and the wireless works fine, just the main connection, the DSL connection will not connect. :-( oh yeah I am scanning for malware. have found a few little things. cannot get hitman pro to scan . it keeps freezing up and I cannot get my computer to start in safe mode.

 

If my husband and kids wouldn't kill me, I'd just take a sledgehammer to this thing haha

 

Here's where I think terminology is getting in the way.

LAN is local area network. It typically means everything on your side of the router including Ethernet and wireless, though sometimes just Ethernet.

The DSL connection would be from the wall to your DSL modem. And if that did not work, none of your computers (wired or wireless) would have Internet access.

I think you should reset everything again and see what happens. Unplug everything (DSL modem, the router and your computer). Don't just shut down your computer, unplug it from the wall too (or, if your computer's power supply has a master power switch on the back, you can flip that to off instead of unplugging). When you shut down your computer, you are really just putting it into standby mode and there are still many circuits kept alive by the power supply. The only way to take the computer out of standby mode too is to totally remove power from the power supply by unplugging power from the wall, or flipping the master power switch. Not all computer power supplies have a master power switch, so in those cases, unplugging is the only option. Either way does the exact same thing and often the plug is easier to reach than the switch.

Leave everything unplugged for about 1 minute then plug in the DSL router and wait for the lights to settle down.

Then plug in the router and wait for those lights to settle down.

Then plug in and boot your computer and see what happens.

 

I'll do that and let you know what happens...thanks!

This is the exact error I get when I attempt to logon to my ISP: ERROR 851

"The broadband network connection could not be established on your computer because the remote server is not responding. This could be caused by an invalid value for the 'Service Name' field for this connection. Please contact your Internet Service Provider and inquire about the correct value for this field and update it in the Connection Properties."

 

that did not work. not sure what to do :cry

 

Please confirm error is 851 and not 815. Also, what op system is your PC on?

 

I've got a "bottom line" question.

Is your DSL device solely a modem, or is it a modem with a wireless router built in? What model is your DSL device?

If the DSL modem has a wireless feature built in, the modem and the router very well could, and in many cases will "fight" for the default IP address.

Does a computer connect to the internet if it's hardwired directly to the DSL device, without the Linksys connected?

 

mekanic, It is solely a modem. I live in a town that has a phone company that has a monopoly on the businesses. We cannot get service with any other provider but them..I used the have att, but anyway. So I use a Linksys router and have never had any problem with it until now. When I unhook the router and just plug straight into the modem and try to connect, it will not connect. Before I got the router when we got the DSL, it would connect, but since this problem came up it will not connect. Also, StruldBrug, you are right! It is error 815! Oh and I have windows Vista.

 

Can you plug directly into the modem, open a command prompt window (run as Administrator), and run:

ipconfig

The default gateway will be the IP address for the modem, which you would enter into the address bar of your browser. Let's see if we can get you logged into your modem.

 

Go to Control Panel and select Internet Options
Select the Connections tab
Select Never use Dial-Up
Select LAN Setting button
Unselect Proxy Server

 

Did you reboot? If not, then your computer is probably using the IP address assigned by your router (192.168.x.x) and not the correct IP assigned by your ISP.

 

yeah I rebooted it. I guess I'll just get my ISP to come out here and take a look. I appreciate all of you guys' help

 

Keep us posted.

 

What error code did you get after trying the procedure, I provided in my previous post?

 

If any of these suggestions have already been tried, I apologize. I skimmed the posts and didn't see where any had, but I am getting senile

I saw where it was asked if another computer will successfully connect via hard wire to the router, but I'm not seeing if it was answered. If no other computers in the house can connect successfully to any router port, it sounds like your router has malfunctioned. Are you able to borrow another router and try it?

If another computer will connect successfully via hardware direct to your router, and your computer still will not - check out the following:

--Have you checked under device manager to see if your network adapter is enabled and working properly? Just a few weeks ago my wife's PC lost internet contact, and after much wailing and gnashing of teeth, I found that somehow the adapter had been disabled. I re enabled it and viola!

--If it is enabled and shows it is working properly, "delete" the network adapter from your system and reboot. Windows will find the "new" hardware and reinstall the drivers for it. Many times over the years I have had an issue with an adapter, both on board and PCI/PCI-E, where either malware/virus activity or software issues had essentially "locked" the card, and it was unable to accept an IP address from the router.

If none of that helps, consider getting a discreet add-in network card. But from what I have read it kinda sounds like a router issue.