Hi. I'm a DSL tech support agent and we have a lot of problems with customers getting invalid ip address especially after installing a replacement modem. I take them through a list of things to do but it rarely seems to work. My most recent adventure down this rabbit hole was with a customer who had a brand new modem and a brand new computer with Vista on it. Here's what I tried:
- ipconfig /all got us a 169.254.x.x ip address and no default gateway
- ipconfig /release gave us the same number
- ipconfig /renew failed
- ftp 127.0.0.1 gave no message at all
- netsh winsock reset appeared successful (restart)
- netsh int ip reset resetlog.txt appeared succussful(restart)
- NIC appeared OK and said it was working properly
- uninstalled NIC and let Vista reinstall it on a restart but it did not help
- pulled power cord out of modem for 10 secs
- shut computer down, pulled power cord out of modem, pulled phone cord from modem, inserted phone cord then power cord and restarted computer after lights were solid
- tried "diagnose and repair" but it failed
- ensured firewall was off
- tried running a winsock fix utility
- tried reinstalling IPv4 on local area connection
- tried creating a new broadband PPPoE connection
- tried booting in safe mode with networking
- tried manually assigning the ip addresses
I'm tired of spending up to 3 hours on a call trying to fix this only to refer them to our fee-based tech support people. It seems there is or should be a simple solution to get the computer and modem to talk to each other so we can surf into the modem. I know my customers don't like being on the phone that long. What am I missing? What will actually work? Is there a simple solution?
