Lost Internet access. BlueYonder

Hi, my Mum has had the same broadband setup on the same computer for a
few years now. I think it went from Telewest -to- BlueYonder -to-
Virgin?
Recently she found a lot of malware on her computer and managed to get
it cleaned off with help.
The clean up seems to have removed some or all of the BlueYonder
software from her computer. She can no longer get online and there's
no sign of the familiar BlueYonder presence in "All programs" or "Add/
Remove Programs" in XP.
We tried the computer using the Plusnet Broadband connection next door
and the Internet access was fine.

There are 2 problems at present. One is that it's been a long time
since Mum needed to think about her BlueYonder username and password.
She has a Telewest card with her original username on it but the
password has been handwritten and is quite illegible. So, if this is
still her valid user data, it's incomplete. There's a telewest
helpline number on the card but no response when called. I don't know
if the original username and password information is still contained
in her modem, or whether she'll need to rewrite it.

The other obstacle is that when she puts the BlueYonder installation
CD into the drive and attempts to do a software installation the
process stalls after the "Accept terms and conditions" > "Next" button
is clicked. Just an egg timer and no more.

Please can someone offer advice?

Regards,
Jayne Bartram

<(E-Mail Removed)> wrote in message
news:ca250d2b-8bb1-4916-b5d2-(E-Mail Removed)...
> Hi, my Mum has had the same broadband setup on the same computer for a
> few years now. I think it went from Telewest -to- BlueYonder -to-
> Virgin?
> Recently she found a lot of malware on her computer and managed to get
> it cleaned off with help.
> The clean up seems to have removed some or all of the BlueYonder
> software from her computer. She can no longer get online and there's
> no sign of the familiar BlueYonder presence in "All programs" or "Add/
> Remove Programs" in XP.
> We tried the computer using the Plusnet Broadband connection next door
> and the Internet access was fine.
>
> There are 2 problems at present. One is that it's been a long time
> since Mum needed to think about her BlueYonder username and password.
> She has a Telewest card with her original username on it but the
> password has been handwritten and is quite illegible. So, if this is
> still her valid user data, it's incomplete. There's a telewest
> helpline number on the card but no response when called. I don't know
> if the original username and password information is still contained
> in her modem, or whether she'll need to rewrite it.
>
> The other obstacle is that when she puts the BlueYonder installation
> CD into the drive and attempts to do a software installation the
> process stalls after the "Accept terms and conditions" > "Next" button
> is clicked. Just an egg timer and no more.
>
> Please can someone offer advice?


How does she pay for the service? Can she find out from her bank? Would
this then lead you to the supplier?

If not, instruct the bank to cancel the payments and wait for the supplier
to send in the bailiffs - that should get you a clue as to who they are?

--
Graham J

"Graham J" <(E-Mail Removed)> wrote in message
news:498c41cc$0$16168$(E-Mail Removed)...
>
> <(E-Mail Removed)> wrote in message
> news:ca250d2b-8bb1-4916-b5d2-(E-Mail Removed)...
>> Hi, my Mum has had the same broadband setup on the same computer for a
>> few years now. I think it went from Telewest -to- BlueYonder -to-
>> Virgin?
>> Recently she found a lot of malware on her computer and managed to get
>> it cleaned off with help.
>> The clean up seems to have removed some or all of the BlueYonder
>> software from her computer. She can no longer get online and there's
>> no sign of the familiar BlueYonder presence in "All programs" or "Add/
>> Remove Programs" in XP.
>> We tried the computer using the Plusnet Broadband connection next door
>> and the Internet access was fine.
>>
>> There are 2 problems at present. One is that it's been a long time
>> since Mum needed to think about her BlueYonder username and password.
>> She has a Telewest card with her original username on it but the
>> password has been handwritten and is quite illegible. So, if this is
>> still her valid user data, it's incomplete. There's a telewest
>> helpline number on the card but no response when called. I don't know
>> if the original username and password information is still contained
>> in her modem, or whether she'll need to rewrite it.
>>
>> The other obstacle is that when she puts the BlueYonder installation
>> CD into the drive and attempts to do a software installation the
>> process stalls after the "Accept terms and conditions" > "Next" button
>> is clicked. Just an egg timer and no more.
>>
>> Please can someone offer advice?
>
>
> How does she pay for the service? Can she find out from her bank? Would
> this then lead you to the supplier?
>
> If not, instruct the bank to cancel the payments and wait for the supplier
> to send in the bailiffs - that should get you a clue as to who they are?

If it's a cable modem, it's pretty much a foregone conclusion that its
Virgin Media.


--
Graham.

%Profound_observation%

On 6 Feb, 14:28, "Graham." <m...@privacy.net> wrote:
> "Graham J" <gra...@nospam.zen.co.uk> wrote in message
>
> news:498c41cc$0$16168$(E-Mail Removed)...
>
>
>
>
>
> > <jaynebart...@googlemail.com> wrote in message
> >news:ca250d2b-8bb1-4916-b5d2-(E-Mail Removed)...
> >> Hi, my Mum has had the same broadband setup on the same computer for a
> >> few years now. I think it went from Telewest -to- BlueYonder -to-
> >> Virgin?
> >> Recently she found a lot of malware on her computer and managed to get
> >> it cleaned off with help.
> >> The clean up seems to have removed some or all of the BlueYonder
> >> software from her computer. She can no longer get online and there's
> >> no sign of the familiar BlueYonder presence in "All programs" or "Add/
> >> Remove Programs" in XP.
> >> We tried the computer using the Plusnet Broadband connection next door
> >> and the Internet access was fine.
>
> >> There are 2 problems at present. One is that it's been a long time
> >> since Mum needed to think about her BlueYonder username and password.
> >> She has a Telewest card with her original username on it but the
> >> password has been handwritten and is quite illegible. So, if this is
> >> still her valid user data, it's incomplete. There's a telewest
> >> helpline number on the card but no response when called. I don't know
> >> if the original username and password information is still contained
> >> in her modem, or whether she'll need to rewrite it.
>
> >> The other obstacle is that when she puts the BlueYonder installation
> >> CD into the drive and attempts to do a software installation the
> >> process stalls after the "Accept terms and conditions" > "Next" button
> >> is clicked. Just an egg timer and no more.
>
> >> Please can someone offer advice?
>
> > How does she pay for the service? Can she find out from her bank? Would
> > this then lead you to the supplier?
>
> > If not, instruct the bank to cancel the payments and wait for the supplier
> > to send in the bailiffs - that should get you a clue as to who they are?
>
> If it's a cable modem, it's pretty much a foregone conclusion that its
> Virgin Media.
>
> --
> Graham.
>
> %Profound_observation%

Yes, thanks. I'm pretty sure it is Virgin Media. Should the available
BlueYonder installation disc be suitable anyway. Right up until last
week the Internet connection was working fine through what appeared to
be the Blueyonder software.

regards,
Jayne Bartram

In news:f54d5a12-61da-45cd-9477-(E-Mail Removed),
(E-Mail Removed) <(E-Mail Removed)> opined loudly:
> On 6 Feb, 14:28, "Graham." <m...@privacy.net> wrote:
>> "Graham J" <gra...@nospam.zen.co.uk> wrote in message
>>
>> news:498c41cc$0$16168$(E-Mail Removed)...
>>
>>
>>
>>
>>
>>> <jaynebart...@googlemail.com> wrote in message
>>> news:ca250d2b-8bb1-4916-b5d2-(E-Mail Removed)...
>>>> Hi, my Mum has had the same broadband setup on the same computer
>>>> for a few years now. I think it went from Telewest -to- BlueYonder
>>>> -to- Virgin?
>>>> Recently she found a lot of malware on her computer and managed to
>>>> get it cleaned off with help.
>>>> The clean up seems to have removed some or all of the BlueYonder
>>>> software from her computer. She can no longer get online and
>>>> there's no sign of the familiar BlueYonder presence in "All
>>>> programs" or "Add/ Remove Programs" in XP.
>>>> We tried the computer using the Plusnet Broadband connection next
>>>> door and the Internet access was fine.
>>
>>>> There are 2 problems at present. One is that it's been a long time
>>>> since Mum needed to think about her BlueYonder username and
>>>> password. She has a Telewest card with her original username on it
>>>> but the password has been handwritten and is quite illegible. So,
>>>> if this is still her valid user data, it's incomplete. There's a
>>>> telewest helpline number on the card but no response when called.
>>>> I don't know if the original username and password information is
>>>> still contained in her modem, or whether she'll need to rewrite it.
>>
>>>> The other obstacle is that when she puts the BlueYonder
>>>> installation CD into the drive and attempts to do a software
>>>> installation the process stalls after the "Accept terms and
>>>> conditions" > "Next" button is clicked. Just an egg timer and no
>>>> more.
>>
>>>> Please can someone offer advice?
>>
>>> How does she pay for the service? Can she find out from her bank?
>>> Would this then lead you to the supplier?
>>
>>> If not, instruct the bank to cancel the payments and wait for the
>>> supplier to send in the bailiffs - that should get you a clue as to
>>> who they are?
>>
>> If it's a cable modem, it's pretty much a foregone conclusion that
>> its Virgin Media.
>>
>> --
>> Graham.
>>
>> %Profound_observation%
>
> Yes, thanks. I'm pretty sure it is Virgin Media. Should the available
> BlueYonder installation disc be suitable anyway. Right up until last
> week the Internet connection was working fine through what appeared to
> be the Blueyonder software.
>
> regards,
> Jayne Bartram

Read http://abcde.co.uk/virginmedia/broadband-faq.html

Username and password are not needed to connect as the Cable modem is the
identifier to the ISP
--


Yddap

On Fri, 6 Feb 2009 06:52:32 -0800 (PST), (E-Mail Removed) wrote:


>> >> The clean up seems to have removed some or all of the BlueYonder
>> >> software from her computer.
This is a /good/ thing.
No Blueyonder/Telewest software is required to use their cable broadband.

>> >> We tried the computer using the Plusnet Broadband connection next door
>> >> and the Internet access was fine.
Ok - Plusnet is broadband via the telephone wires - is that what your mother
has?

>> >> There are 2 problems at present. One is that it's been a long time
>> >> since Mum needed to think about her BlueYonder username and password.
>> >> She has a Telewest card with her original username on it but the
>> >> password has been handwritten and is quite illegible. So, if this is
>> >> still her valid user data, it's incomplete. There's a telewest
>> >> helpline number on the card but no response when called. I don't know
>> >> if the original username and password information is still contained
>> >> in her modem, or whether she'll need to rewrite it.
If it is a cable modem then nothing is required - what are the front panel
lights doing?

>> >> The other obstacle is that when she puts the BlueYonder installation
>> >> CD into the drive and attempts to do a software installation the
>> >> process stalls after the "Accept terms and conditions" > "Next" button
>> >> is clicked. Just an egg timer and no more.
>>
>> >> Please can someone offer advice?
Don't waste time with that.


>Yes, thanks. I'm pretty sure it is Virgin Media. Should the available
>BlueYonder installation disc be suitable anyway. Right up until last
>week the Internet connection was working fine through what appeared to
>be the Blueyonder software.
Probably just Internet Explorer with a pretty blue Title bar and some blueyonder
bookmarks.

The official page is here:-
http://www.virginmedia.com/help/broa...=helpbroadband

And for fogotten password it says:-
"or your reference your username and password can be found on your Virgin Media
Welcome Pack, but if all else fails, you can always call our Product
Support/Faults line by dialling 151 from your Virgin Media Phone. It's
absolutely free.

Or call 0845 454 1111 from any other phone line."

But it would help if we knew if it was cable or over the BT telephone wires...


--
Geo

Thanks very much. Phew! that's a lot of advice to work through. I'll
get around to my Mum's this evening and start applying some of the
advice. It is a cable modem by the way. I thought the test on next
door's Plusnet line would help to prove that Windows XP was
functioning in that department.
Regards,
Jayne Bartram

On Fri, 06 Feb 2009 16:12:10 GMT, "Yddap" <(E-Mail Removed)>
wrote:


>Username and password are not needed to connect as the Cable modem is the
>identifier to the ISP
Sorry to but in here but going on what you have said above am I right
in thinking that if I where to take my modem to another address that
has cable installed complete with connecter on the end of the cable
for the modem then the modem should connect just has it does here ? .

On Fri, 06 Feb 2009 16:35:21 GMT, Geo <hw9j-(E-Mail Removed)>
wrote:


>No Blueyonder/Telewest software is required to use their cable broadband.
Wrong I have never used any ISP's set up disk Virgin or ADSL suppliers
these disks just fill a hard drive with unnecessary rubbish .

On Fri, 6 Feb 2009 08:52:46 -0800 (PST), (E-Mail Removed) wrote:

>Thanks very much. Phew! that's a lot of advice to work through. I'll
>get around to my Mum's this evening and start applying some of the
>advice. It is a cable modem by the way. I thought the test on next
>door's Plusnet line would help to prove that Windows XP was
>functioning in that department.

Fine - maybe consult this page and possibly print some of it since it is the
Blueyonder/VM troubleshooting guide:-
http://www.virginmedia.com/help/broa...nt-connect.php

Main thing is that all modem lights should be on and probably the activity light
flashing. If any other light flashing then power down the modem - wait a minute
- then put power on again and watch the sequence.
If that is ok then you need to check th computer IP address and possibly set
TCPIP - but all instructions are on the page.
Worth giving Tech support a call since they can walk you through it on the spot
(although you may not understand the accent...)

--
Geo