Connecting to Virgin.net BB with eTEC PT-3812 router/modem

I have a Virgin.net broadband account [1]. but I can't get connected to it.

[1] which looks like it's turning out to be a really bad decision:
Virgin didn't send any confirmation that my line had been activated, and
I spent a fruitless several days trying to get connected after the
supposed activation date, with no success. I emailed for help on at
least two occasions over the next couple of weeks, and got no reply.

The next thing I knew was that after the end of the month, the
subscription fee had been taken from my account! I emailed again (over a
week ago now) and got an automated response - but that's it..
This is simply dreadful customer service.



Anyway, the problem is:

I have an eTEC PT-3812 router/modem which was left in my flat by a
previous tenant, and was working fine with their ADSL connection
previously. But I just can't get a connection to Virgin.net with it.

After some investigation on the net, it turns out that this particular
router/modem may be a little temperamental at the best of times,
unfortunately..?


My research turned up a rather useful BTnet broadband 'test' account:
keying in the username for this *does* work (hurrah) and I *can* access
the test webpage.

All well and good, at least I know that ADSL is enabled on the phoneline,
at least..



But trying to use my Virgin.net account details just doesn't work.

I suspect that I have the wrong username/password details but since
Virgin haven't yet deigned to reply, I can't confirm this (sigh).

Am I right that my user/pass details for login are:

(E-Mail Removed) (in full, with the full domain?)
mypassword-that-i-chose


At some point during the signup process an "email name" and password,
starting with zz.. were issued - do these have any use and do they
play any part in getting online?

When using my account details above, I get the following response from
the router/modem:

1/1/1970 0:0:0> Ethernet Device 0 Detected
1/1/1970 0:0:0> ATM: Detected
1/1/1970 0:0:0> ATM: Setting up vcc0, VPI=0, VCI=38
1/1/1970 0:0:0> NAPT is enabled
1/1/1970 0:0:0> Initialized NAPT.
1/1/1970 0:0:11> ATM Connected
1/1/1970 0:0:11> ATM layer is up, cell delineation achieved
1/1/1970 0:0:11> ADSL connected
1/1/1970 0:0:11> PPP1 PPPoA Connected
1/1/1970 0:0:19> PPP CHAP Authentication failed
1/1/1970 0:0:19> PPP Invalid Username or Password
1/1/1970 0:0:22> PPP1 Session is down.
1/1/1970 0:0:23> PPP1 PPPoA Connected
1/1/1970 0:0:26> PPP CHAP Authentication failed
1/1/1970 0:0:26> PPP Invalid Username or Password
1/1/1970 0:0:29> PPP1 Session is down.
[etc]

If I try to force PAP authentication, I don't even get as far as that,
so I'm guessing that, given the above, and given that I can use the
BTnet test connection, that it's some kind of authentication problem
which is (all that's?) stopping me connecting..


So, does anybody have any idea why I can't connect to the net?

Is this level of disservice typical of Virgin.net?
In all honesty, I'd have expected much better of a well-known brand.
If they can't help me get this sorted soon, I'll be forced to cancel,
ask for my money back, and try another provider.

Unfortunately, I can't commit to a 12-month contract at present, so I'd
be looking for another provider which offers shorter contract periods,
and hopefully with low or no cancellation fees..

Thanks for any advice,


David.


--
David Marsh, <reply-to-email is valid at time of writing> |
Edinburgh, Scotland. [en, fr, (de)] | http://web.viewport.co.uk/ |
(Please help me by correcting any errors in my foreign language posts!)
>Please trim & interleave quotes otherwise your posts will not be read<

Hi David,

Every ISP has different forms of usernames and passwords.
If you have not had any contact from Virgin. I would call them. Try get it
sorted over the phone.

Clearly from the test you have done, the router works.
Also the ADSL is active.

It must be a security issue of some sort. Or a proble getting on to their
network.

Cheers
Bhoona

"David Marsh" <use-userid-in-sig@127.0.0.1> wrote in message
news:slrnbspm3f.6np.use-userid-in-(E-Mail Removed)...
> I have a Virgin.net broadband account [1]. but I can't get connected to
it.
>
> [1] which looks like it's turning out to be a really bad decision:
> Virgin didn't send any confirmation that my line had been activated, and
> I spent a fruitless several days trying to get connected after the
> supposed activation date, with no success. I emailed for help on at
> least two occasions over the next couple of weeks, and got no reply.
>
> The next thing I knew was that after the end of the month, the
> subscription fee had been taken from my account! I emailed again (over a
> week ago now) and got an automated response - but that's it..
> This is simply dreadful customer service.
>
>
>
> Anyway, the problem is:
>
> I have an eTEC PT-3812 router/modem which was left in my flat by a
> previous tenant, and was working fine with their ADSL connection
> previously. But I just can't get a connection to Virgin.net with it.
>
> After some investigation on the net, it turns out that this particular
> router/modem may be a little temperamental at the best of times,
> unfortunately..?
>
>
> My research turned up a rather useful BTnet broadband 'test' account:
> keying in the username for this *does* work (hurrah) and I *can* access
> the test webpage.
>
> All well and good, at least I know that ADSL is enabled on the phoneline,
> at least..
>
>
>
> But trying to use my Virgin.net account details just doesn't work.
>
> I suspect that I have the wrong username/password details but since
> Virgin haven't yet deigned to reply, I can't confirm this (sigh).
>
> Am I right that my user/pass details for login are:
>
> (E-Mail Removed) (in full, with the full domain?)
> mypassword-that-i-chose
>
>
> At some point during the signup process an "email name" and password,
> starting with zz.. were issued - do these have any use and do they
> play any part in getting online?
>
> When using my account details above, I get the following response from
> the router/modem:
>
> 1/1/1970 0:0:0> Ethernet Device 0 Detected
> 1/1/1970 0:0:0> ATM: Detected
> 1/1/1970 0:0:0> ATM: Setting up vcc0, VPI=0, VCI=38
> 1/1/1970 0:0:0> NAPT is enabled
> 1/1/1970 0:0:0> Initialized NAPT.
> 1/1/1970 0:0:11> ATM Connected
> 1/1/1970 0:0:11> ATM layer is up, cell delineation achieved
> 1/1/1970 0:0:11> ADSL connected
> 1/1/1970 0:0:11> PPP1 PPPoA Connected
> 1/1/1970 0:0:19> PPP CHAP Authentication failed
> 1/1/1970 0:0:19> PPP Invalid Username or Password
> 1/1/1970 0:0:22> PPP1 Session is down.
> 1/1/1970 0:0:23> PPP1 PPPoA Connected
> 1/1/1970 0:0:26> PPP CHAP Authentication failed
> 1/1/1970 0:0:26> PPP Invalid Username or Password
> 1/1/1970 0:0:29> PPP1 Session is down.
> [etc]
>
> If I try to force PAP authentication, I don't even get as far as that,
> so I'm guessing that, given the above, and given that I can use the
> BTnet test connection, that it's some kind of authentication problem
> which is (all that's?) stopping me connecting..
>
>
> So, does anybody have any idea why I can't connect to the net?
>
> Is this level of disservice typical of Virgin.net?
> In all honesty, I'd have expected much better of a well-known brand.
> If they can't help me get this sorted soon, I'll be forced to cancel,
> ask for my money back, and try another provider.
>
> Unfortunately, I can't commit to a 12-month contract at present, so I'd
> be looking for another provider which offers shorter contract periods,
> and hopefully with low or no cancellation fees..
>
> Thanks for any advice,
>
>
> David.
>
>
> --
> David Marsh, <reply-to-email is valid at time of writing> |
> Edinburgh, Scotland. [en, fr, (de)] | http://web.viewport.co.uk/ |
> (Please help me by correcting any errors in my foreign language posts!)
> >Please trim & interleave quotes otherwise your posts will not be read<

David Marsh wrote:

> My research turned up a rather useful BTnet broadband 'test' account

I don't suppose you could tell me where you found this could you?


> Unfortunately, I can't commit to a 12-month contract at present, so I'd
> be looking for another provider which offers shorter contract periods,
> and hopefully with low or no cancellation fees..

The reason the majority of ISP have high cancellation fees is that BT
charges £58.75 for the ISP for each new connection. The ISP makes up
this fee in with their monthly charge. It's a bit like "free" contract
mobile phones. That's what the bloke at NDO (who will be my ADSL ISP on
Monday when my line is activated!!) customer services told me this
afternoon.

I can't help you on your problem, however! I suppose you've read the
horror stories about Virgin Net. I'd say the fault is down to them, but
that's just an educated guess.

Anton

In article <(E-Mail Removed)>, Anton G?sen said......

> David Marsh wrote:
>
> > My research turned up a rather useful BTnet broadband 'test' account
>
> I don't suppose you could tell me where you found this could you?
>
http://www.thecaretaker.org.uk/troubleshooting.htm

--
Mugwump

Reply-to address is ignored.
Reply to 'usenetmail{at}discworld{dot}org{dot}uk

Mugwump wrote:

> In article <(E-Mail Removed)>, Anton G?sen said......
>
>
>>David Marsh wrote:
>>
>>
>>>My research turned up a rather useful BTnet broadband 'test' account
>>
>>I don't suppose you could tell me where you found this could you?
>>
>
> http://www.thecaretaker.org.uk/troubleshooting.htm
>

Cheers!

----- Original Message -----
From: "David Marsh" <use-userid-in-sig@127.0.0.1>
Newsgroups: uk.telecom.broadband,uk.net.providers
Sent: Tuesday, December 02, 2003 6:22 PM
Subject: Connecting to Virgin.net BB with eTEC PT-3812 router/modem


<snip>

> I suspect that I have the wrong username/password details but since
> Virgin haven't yet deigned to reply, I can't confirm this (sigh).
>
> Am I right that my user/pass details for login are:
>
> (E-Mail Removed) (in full, with the full domain?)
> mypassword-that-i-chose
>
>

David

My username at logon is of the form
(E-Mail Removed).

I guess you'll have to try the phone.
I hear they're very busy.

eric


Remove the dross to contact me directly

David Marsh wrote:

> I have a Virgin.net broadband account [1]. but I can't get connected to it.
>
> [1] which looks like it's turning out to be a really bad decision:
> Virgin didn't send any confirmation that my line had been activated, and
> I spent a fruitless several days trying to get connected after the
> supposed activation date, with no success. I emailed for help on at
> least two occasions over the next couple of weeks, and got no reply.
>
> The next thing I knew was that after the end of the month, the
> subscription fee had been taken from my account! I emailed again (over a
> week ago now) and got an automated response - but that's it..
> This is simply dreadful customer service.
>
>
>
> Anyway, the problem is:
>
> I have an eTEC PT-3812 router/modem which was left in my flat by a
> previous tenant, and was working fine with their ADSL connection
> previously. But I just can't get a connection to Virgin.net with it.
>
> After some investigation on the net, it turns out that this particular
> router/modem may be a little temperamental at the best of times,
> unfortunately..?
>
>
> My research turned up a rather useful BTnet broadband 'test' account:
> keying in the username for this *does* work (hurrah) and I *can* access
> the test webpage.
>
> All well and good, at least I know that ADSL is enabled on the phoneline,
> at least..
>
>
>
> But trying to use my Virgin.net account details just doesn't work.
>
> I suspect that I have the wrong username/password details but since
> Virgin haven't yet deigned to reply, I can't confirm this (sigh).
>
> Am I right that my user/pass details for login are:
>
> (E-Mail Removed) (in full, with the full domain?)
> mypassword-that-i-chose
>
>
> At some point during the signup process an "email name" and password,
> starting with zz.. were issued - do these have any use and do they
> play any part in getting online?
>
> When using my account details above, I get the following response from
> the router/modem:
>
> 1/1/1970 0:0:0> Ethernet Device 0 Detected
> 1/1/1970 0:0:0> ATM: Detected
> 1/1/1970 0:0:0> ATM: Setting up vcc0, VPI=0, VCI=38
> 1/1/1970 0:0:0> NAPT is enabled
> 1/1/1970 0:0:0> Initialized NAPT.
> 1/1/1970 0:0:11> ATM Connected
> 1/1/1970 0:0:11> ATM layer is up, cell delineation achieved
> 1/1/1970 0:0:11> ADSL connected
> 1/1/1970 0:0:11> PPP1 PPPoA Connected
> 1/1/1970 0:0:19> PPP CHAP Authentication failed
> 1/1/1970 0:0:19> PPP Invalid Username or Password
> 1/1/1970 0:0:22> PPP1 Session is down.
> 1/1/1970 0:0:23> PPP1 PPPoA Connected
> 1/1/1970 0:0:26> PPP CHAP Authentication failed
> 1/1/1970 0:0:26> PPP Invalid Username or Password
> 1/1/1970 0:0:29> PPP1 Session is down.
> [etc]
>
> If I try to force PAP authentication, I don't even get as far as that,
> so I'm guessing that, given the above, and given that I can use the
> BTnet test connection, that it's some kind of authentication problem
> which is (all that's?) stopping me connecting..
>
>
> So, does anybody have any idea why I can't connect to the net?
>
> Is this level of disservice typical of Virgin.net?
> In all honesty, I'd have expected much better of a well-known brand.
> If they can't help me get this sorted soon, I'll be forced to cancel,
> ask for my money back, and try another provider.
>
> Unfortunately, I can't commit to a 12-month contract at present, so I'd
> be looking for another provider which offers shorter contract periods,
> and hopefully with low or no cancellation fees..
>
> Thanks for any advice,
>
>
> David.
>
>
I hope you're not a heavy user as Virgin have just capped downloads to
5GB per week - more than the average user but easily reachable if you're
in to file sharing or streaming video. They've been having loads of
problems over the last 4 months and aren't currently accepting new
users. For more info, see

http://www.virgin.net/announcements/broadband/
http://bbs.adslguide.org.uk/postlist...anded&sb=5&o=0