Virgin Net Connection Issues

Virgin Net Connection Issues

Contents


Introduction I don't know what software I'm using, how do I find out? Open Transport/PPP or Apple Remote Access Config PPP Further Troubleshooting

Introduction


If you are experiencing difficulties getting your Macintosh to connect to Virgin Net try following these troubleshooting instructions. They are intended as a helpful reference, which may allow you to resolve any issues. These instructions assume you are using the Virgin Net supplied software consisting of Microsoft Internet Explorer and Outlook Express. Only connection issues are covered by this document. If you require help on other parts of the Virgin Net service please click here to obtain further help. This link will only work if you are sucessfully connected to Virgin Net. First you need to select what software you are using to connect to Virgin Net. This will allow us to check that your Macintosh is correctly configured. If you are unsure what connection software you are using please refer to the next section. Open Transport/PPP or Apple Remote Access Config PPP If you are still experiancing difficulties during installation and/or registration you should try contacting our support team. - Virgin Net Pre-Registration Support: 0845 300 3035 (local call rate)

I don't know what software I'm using, how do I find out?


If you select the Control Panels option on the Apple menu (ie: the icon on yourmenu bar at the top that looks like the Apple sign!), read down the list of names shown. If you see Config PPP listed click here. If you see Open Transport/PPP or Remote Access listed click here. If you have both Config PPP and Open Transport/PPP or Remote Access installed you will need to open the TCP/IP control panel. This can be found under the control panels option on the Apple menu. If the Connect via: option is set to PPP click here. If the Connect via: option is set to MacPPP click here.

Open Transport/PPP, Remote Access


The first thing to do is to confirm your Macintosh is correctly set-up to access Virgin Net. You can do this by following the instructions below. Select the Control Panels option on the Apple menu, then select the Modem option. This will open the following control panel:



Connect via: should be set to the same port your modem cable is plugged into. If you have an internal modem this is normally set to the modem port. It might be a good idea to manually check and make sure the modem cable is actually plugged into the port you think it is. The Modem: option should be set to the modem you are currently using. If the modem you are using does not appear in the list please refer to the Virgin Net Installer Readme document for further assistance. This can be found on the Virgin Net CD. Select the Control Panels option on the Apple menu, then select the TCP/IP option. This will open the following control panel:



Your settings in the TCP/IP control panel should be identical to those shown above. Select the Control Panels option on the Apple menu, then select the Open Transport/PPP or Remote Access option. This will open the following control panel. Please note that this shows the Remote Access control panel, the Open Transport/PPP control panel is virtually identical. Exactly the same configuration information is required for both Open Transport/PPP and Remote Access.



Your settings should include your own username and password instead of the details shown above. This is the username and password that you were provided with when you first registered with Virgin Net (if you have forgotten your username and/or password please contact our support centre who will be able to assist you). In some locations you may need to prefix your telephone number with a 9 to obtain an outside line. If you have a telephone line you are using at home it is unlikely you will need to put the 9 in front of the telephone number as shown, since it tends to be only offices that have large phone networks.



Clicking on the Options button in Remote Access will provide additional connection and configuration preferences. The first two sections Redialling and Connection contain personal preferences only and can be set anything. They will not effect your ability to connect to Virgin Net. The Protocol section should be configured as shown above. Please note that if you are using Open Transport/PPP instead of Remote Access the options shown will be slightly different. You can and should ignore any extra settings that are not displayed on the version you have installed on your Macintosh. Once you have confirmed all your settings are correct you should try and connect again. If you are still encountering problems you should click here for further troubleshooting assistance.

Config PPP


The first thing to do is to confirm your Macintosh is correctly set up to access Virgin Net. Follow the instructions below to confirm that your Macintosh is set up correctly. Select the Control Panels option on the Apple menu, then select the Config PPP option. This will open the following control panel:



Port Name: should be set to the same port your modem cable is plugged into. If you have an internal modem this is normally set to the modem port. It might be a good idea to manually check and make sure the modem cable is actually plugged into the port you think it is. All other settings in this part of the Control Panel relate to personal preferences. If unsure, leave as shown above. Now click on the Config button, this will let you check some additional settings shown in the dialog below. If your modem was identified by the Internet Connection Wizard when you installed the Virgin Net software, these settings should already be set up for you.



Port Speed: should be set to at least the speed of your modem. Ideally it should be set to a speed a little faster than your modem actually is. For example if you have a 28.8Kbps modem then set the speed to 38.4Kbps. Flow Control: depends on what type of modem you have. If you are unsure you should try each option in turn. Most phones in the UK are capable of tone dialling. You should only use pulse dialling if necessary for the telephone exchange you are on. If you're unsure, call the operator and they will be able to steer you in the right direction. Phone num: should be as shown. In some locations you may need to prefix your telephone number with a 9 to obtain an outside line. If you are using your Mac at home it is unlikely to will need to put the 9 in front of the telephone as shown (it's for offices with large telephone networks). Modem Init: refers to the initialisation string used to set-up your modem. This can be obtained from the manufacturer of the modem if required. This will be set for you automatically when you register with Virgin Net if your modem is correctly identified. Now click on the Authentication button, this will let you check your username and password. All the other buttons can and should be ignored.



The Auth ID: and Password: refer to your Virgin Net username and password. If you have forgotten your username and/or password please contact our support centre for further assistance. Select the Control Panels option on the Apple menu, then select the MacTCP option. If you are not using MacTCP you will have the TCP/IP control panel installed. You can ignore the first two dialogs. All settings on your Macintosh should be identical to those shown below.



When you click on the More button the following information is displayed. The settings on your Macintosh should be identical to these.





Once you have confirmed all your settings are correct you should try and connect again. If you make any changes to MacTCP you will need to restart your Macintosh before attempting to connect to Virgin Net. If you are still encountering problems you should click here for further troubleshooting assistance.

Further Troubleshooting


Now that you have confirmed your Macintosh is configured correctly there are still a few additional steps you can take to try and resolve the issue yourself. - Make sure your modem is turned on! - Check all the cables are plugged in correctly and not damaged. This includes the cable that connects the computer to the modem (unless you are using an internal modem!) and the cable that connects the modem to the telephone socket. If you are using an extension or splitter box on your phone line try connecting the modem directly to your phone socket. Sometimes extension cable and/or splitter boxes can be the cause of connection issues. - Try dialling someone on a telephone using the same line your modem was connected to. If you are unable to dial out using a normal phone it is very unlikely you can connect using your modem. You should contact the person or company responsible for your phone line for further assistance. - When attempting to dial out to connect to Virgin Net, your modem may inform you the number is "Black Listed". If this occurs you should switch your modem off, then after a few seconds switch your modem back on. With an Apple Geoport you can switch the modem off and on using the Express Modem Control Panel. - Try reinstalling the Virgin Net client software and/or any modem software. If you are reinstalling modem software make sure you are installing the latest version. If you are still encountering problems you should contact our Technical Support Centre for assistance.