Can someone please help :(

I had Virgin cable installed on Saturday and since then – no broadband.

I've got a Netgear wireless router but my old iMac G4 700mhz doesn't have an Airport card so I'm using a long etherrnet cable until I get hold of a WiFi dongle but I can't seem to connect anyway and Virgin don't seem to give a flying f*** about helping Mac users – "We don't do Mac support" were the exact words.

I've connected the modem to the router and router to the iMac, and all the lights are correct showing the signal is getting through but it's supposed to connect automatically after a few browser prompt windows. I got through the first window with the netgear passwords but the next window said "Temporairly Unavailable due to maintanence"

Again, Virgin seem disinterested in this slight hitch.

I've checked all the settings in the Network windows on the iMac and all seems present and correct, but nothing. Zilch! Nada! Zero!

I've got one more thing to try tonight (reset the router using the pinhole reset button) but after that …?

Does anyone have any experience with this?

Sorry for long post but desperate now as I'm paying for two ISPs until this is sorted.

Thanks in advance

Don't have an answer but thought the last post in this thread might be of interest

Virgin Apple Mac Router Setup - CableHell - (Forum for customers of Virgin Media, Telewest, BT and all UK ISP's, Topics include Broadband, Dialup, Cable and Digital TV)

Good luck!

Cheers mate. Can't do a 'thanks' button, so thanks

EDIT: I'd already seen this this morning so I'll give it a go tonight.

The level of Virgin support has got me totally wound up though.

They take the money quick enough and then you're on your own. What if you don't have access to the internet to look for solutions? I might write to OFCOM to complain

Sorry you are having bother with Virgin. I switched to Virgin cable a few months ago and they were excellent. The installation guy checked the tv (including HD) as well as my PC to ensure everything was working ok.

I think you were given wrong info re not supporting Mac. The booklet on broadband says that you have to have Windows 2000, XP or Vista and for Mac it needs to have Mac OS X 10.1 or higher.

Might be worthwhile giving them another shout 0845 454 1111 or for free on 151 if you have a Virgin phone.

Hope you get it sorted soon:)

Thanks again bud.

I'm sure it's a simple thing, and I can't fault the V+ TV box but the install guy legged it before I got home from taking my son out and SWMBO didn't think to ask him about the broadband :rotz:

I'll do an update post over the weekend so others can solve it

It's definitely not an incompatibility issue because I have a Mac & having been using Virgin cable for ages. They support the use of Mac's but they won't be able to help if you have problems if you see what I mean.

You need to isolate which piece of hardware is at fault. Can you plug the modem straight into the iMac, ethernet to ethernet? Set the Mac to 'Automatic' (using DHCP) & try it.

Moved to the tech shed for the geeks too peruse :P

HTH

As above try straight into the modem first.

Don't think the problem will be Mac-specific - the underlying technologies are the same for the PC/Mac in this respect.

Did the engineer activate the account? Once it's connected, you need to go to Broadband Activation and fill in some details.

If the URL being displayed on the "service unavailable due to maintenance page" is this one, it would suggest a problem with the activation page, in which case it's back to VM customer support.

If it has been activated, try logging onto your router's admin page, and check that the WAN settings are getting picking up correctly from Virgin Media (think the IP address is supposed to start with an 86).

Rob.

Have you just switched from ADSL to Virgin Cable and using the same router ?

If it has been activated, try logging onto your router's admin page, and check that the WAN settings are getting picking up correctly from Virgin Media (think the IP address is supposed to start with an 86).

Rob.

My internet IP from Virgin cable is 82.32.***.** if that's any help.

An alternative approach would be to phone them again & lie, saying that you are running Windows XP, then when they say go Start -Control Panel etc just go to System Preferences. I think they are only reading from a list to ensure that you have the network settings input correctly before they start fault-finding the line.

Or borrow a PC & try again with that. Once they've helped get the PC connected it should be relatively easy to then swap in the iMac. Unless of course the problem is with the iMac itself!

Of course, if you've not had any connection since install it could be a dodgy install or modem.

Have you just switched from ADSL to Virgin Cable and using the same router ?

If the modem is separate it wouldn't matter though would it? Or are you thinking the router might be holding onto the old IP address etc?

No I'm thinking it might be using the wrong line protocol or connection. An ADSL router would most likely have a modem built in, where as a cable router is a pure router.

UPDATE

All working now. Thanks everyone Thanks for nothing Virgin

I was coming from a Tiscali USB Modem to the Virgin Modem and Netgear router, but that shouldn't have made a difference, I don't think. I did consider deleting all the Tiscali preferences but didin't want to lose that connection as well so left well alone :confused:

Anyway, what Virgin doesn't tell you on any of its leaflets, or over the phone, and was exactly what I needed to know, is actually on its website if you go fishing around here:

Troubleshooting: check your IP address - Broadband - Help - Virgin Media

and then here:

Troubleshooting: Can't connect - Broadband - Help - Virgin Media

Of course, this is totally useless unless you actually have the internet.

Which you probably won't because you've cancelled your old ISP, or you're coming to broadband for the first time, or whatever. :rotz:

Anyway, I did all the correct settings as per the links above, shut down, reset the router with the pinhole, plugged it all back in, rebooted the router, booted the Mac back up, started Firefox, and … BINGO … I'm in. Sort of…

The first webpage is the SSID and Password page. I was told a few days ago to enter a new username and password so I did that, and then went to a Netgear page, where you fill in some more details and Netgear updates the router.

Then you get to go through all the Virgin windows with more passwords and usernames to enter, and secret answer questions etc.. etc..

Then, and only then, when you've finished all that and clicked the Finish button, can you surf the interweb.

But it still isn't as simple as that because you need to restart the computer to retrieve all your old Firefox preferences and favourites. I kept getting redirected to the Virgin home page until I restarted. But now everything's sweet

I've attached some screen grabs (with addresses deleted) of the Mac Network settings you need before setting this up in case other Mac users have the same problems. Or was it just me

Anyway, Virgin really need to step up a gear with their Mac support because frankly, they were 5hite.

Excellent; glad you got it sorted.

So now is a good time to say "It just works" right?

So now is a good time to say "It just works" right?

A good time indeed