Virgin Media Broadband Installation

[Wee L]

My mum has just got a new computer and I need to instal Virgin Media Broadband. I am unsure how to do this and have called their helpline on several occasions but to no avail. Does anyone have any ideas?
Many thanks indeed.
Lx

[Ethel]

A lot more information, please

Is she currently using Virgin Broadband from home? Does she have all the equipment?

If so, have you tried connecting the new pc?

What happens?

Do you have the original installation cd from Virgin?

[Wee L]

Hi, thanks for replying.
Yes she is already a VM customer and has just got a new computer.
We have tried using the cd's we got from NTL (about 3 years ago). It starts then installation but then says that the modem isn't connected when it is. When I called VM they told me that I didn't need disks for the installation.
Thans again

[Ethel]

Make sure everything is plugged in firmly. Now turn everything off at the plugs.

Turn back on in this order EXACTLY:

1. Modem - wait at least 30 seconds

2. Router - if used , and wait

3. PC

That often resolves issues.

[Ethel]

I take it you have plugged the pc in to the modem?

[Wee L]

Hi Ethel
Yeah have tried all that. Will try again tho and see what happens. It is so frustrating!!

[bdol4886346]

I always use the disc even though they say it`s not necessary.
Make sure you don`t plug any connections in, until you`re instructed on the screen.
Sometimes I get an on screen message saying error, can`t connect, but when I click onto the internet I find I`m connected.
Has helpline not tried to talk you through it whilst you`re on the phone?

[Wee L]

Result! Unplugged everything at the plug and hey it worked!!!
Thanks to everyone for their help.
Lx

[Ethel]

Glad you're sorted. Anytime you have connection problems, try that first.