I have just bought a new laptop with Vista Home Premium installed in it. I cannot connect it to the internet. I have VirginMedia (formally NTL) broadband with a cable modem. When I connect the Eathernet lead to the new computer and try and connect I keep getting Error Merssage 815, which tells me to contact my ISP. I have tried this but I have been told they are not trained on Vista and cannot help me. Can anyone explain in very easy to understand words of one syllyble what I have to do. I don't even know whether I have posted this on the correct discussion group, apologies if I haven't. Thank you in anticipation of your help.

Hi,
Are you connecting the broadband modem directly to the ethernet port on your computer? It may be that they are not compatible, and this is something that needs to be fixed by the ISP. I've seen some mention that you can work around it by using a router, which will in turn handle the signals from each device.
Best of Luck,
Rick Rogers, aka "Nutcase" - Microsoft MVP mvp.support.microsoft.com/ Windows help - rickrogers.org
"Jaywit"

Rick Yes I am just doing what I did with my old computer running Windows XP, that is just plugging the Eathnet connection straight in to the computer. I suspect Virgin know that there is a problem, but as I said the 'help line' just say they are not trained on Vista. I have E Mailed them and received a standard reply that it will take up to 5 days to answer me, and I am still waiting. It's impossible to get an answer from their website it just sends you round in circles and you end up where you started. As I said I am a complete ignoramus but I am most disatisfied with the way my ISP are treating this ( or not)
"Rick Rogers" wrote:

On Fri, 13 Apr 2007 02:18:02 -0700, Jaywit wrote:

Small words AND pictures:
zolved.com/synapse/view_content/26202/How_to_Setup_Broadband_Connection_on_Vista

when you call for service help, and get the usual helpless answer, request to be escalated and persist. be sure you write the name down of the person telling you they are not vista trained and pass it along.
I had a few problems with change over from time warner to comcast, you would be surprised what requesting escalation will accomplish,.

mikeyhsd comcast.net

"Jaywit" Rick Yes I am just doing what I did with my old computer running Windows XP, that is just plugging the Eathnet connection straight in to the computer. I suspect Virgin know that there is a problem, but as I said the 'help line' just say they are not trained on Vista. I have E Mailed them and received a standard reply that it will take up to 5 days to answer me, and I am still waiting. It's impossible to get an answer from their website it just sends you round in circles and you end up where you started. As I said I am a complete ignoramus but I am most disatisfied with the way my ISP are treating this ( or not)
"Rick Rogers" wrote:

Adam Thanks, but I have seen that and tried it more times than I can remember over the past 7 days, but it never connects. Mikey, if only you had to deal with Virginmedia. The call centre you are put through to is in India, and I suspect it is only a sub contractor to Virgin, so they are honestly not bothered whether they can answer your query or not. It's impossible to speak to anyone in the UK your calls are always routed to the call centre. My ISP was only taken over by Virgin recently and I find them the most difficult company to deal with. They are great at self publicity but looking after their customers they do not appear to be interested at all. Their help page on their website sends you round in circles and never gets you anywhere I am so frustrated, surely someone somewhere has managed to connect to Vista from Virgin? If only some one could tell me how they did it.
"Adam Albright" wrote:

You shouldn't be experiencing any problems with your virgin media connection.
I am also an ex telewest now virginmedia customer, had no problems setting up customer computers around our area with either XP or Vista, you are correct the ethernet connection from your cable modem connects directly to your computer and if a new computer is connected the virgin media modem will detect a different MAC address and reboot the modem automatically. I would willingly give you my number but obviously not a good idea. Try virgin media support again, be polite and I ma sure that they will assist.
Regards Stuart
"Jaywit"

On Fri, 13 Apr 2007 07:26:03 -0700, Jaywit wrote:

Its a shame you get the round around from your ISP. I have no idea what that particualr error code means, can you at least ping?
Check this out:
mediacollege.com/internet/troubleshooter/ping.html
The above will bypass all the fancy Vista stuff and attempt to contact your ISP directly. If you already know the IP address use that. If not, just to see if your computer is making any connection with your ISP at all or any computer try this from the command prompt:
ping virginmedia.com
then try pinging some site you know should always be up like Google
ping google.com
In a few seconds time you should get a detailed message of what happened. You computer should send packets to whoever you "pinged" then you'll get a report back if the computer you pinged responded and if or not any packets were lost, how long it took to make the trip, etc.. Give this information to your ISP.
If you get zero packets sent or received or a high failure percentage either something wrong with your modem, the address you're using to connect to, some problem in the path between you and the computer you're trying to reach, something wrong at your ISP's end, or some firewall or intenal setting or some damaged or missing file.
At least pinging should get you off of square one.

I suspect that the equipment in your home and the network has not changed from when it was NTL. Now, SOME parts of the NTL network, with SOME home boxes required the MAC address re-registration (with account name and password - hope you still have them!). I would suggest that you call again and NOT tell them that you have vista (just say XP) and as long as you can start a command prompt, or bring up a "RUN" command and you can get to the advanced properties of your connection (Network and sharing center -> Manage network connections) they will never know. It's a similar problem with routers on their network. Also when they tell you to reboot, just say "OK" and leave them in silence for 2 minutes while you disable and then enable the connection.
"Stuart Forshaw"

I have even gone so far as to request to speak to an english speaking person in the US. YEP they do not ;like it, but customer is right.
also I have found it makes a difference on time of day and day of week on whether you get to india or africa or somewhere else.

mikeyhsd comcast.net

"Jaywit" Adam Thanks, but I have seen that and tried it more times than I can remember over the past 7 days, but it never connects. Mikey, if only you had to deal with Virginmedia. The call centre you are put through to is in India, and I suspect it is only a sub contractor to Virgin, so they are honestly not bothered whether they can answer your query or not. It's impossible to speak to anyone in the UK your calls are always routed to the call centre. My ISP was only taken over by Virgin recently and I find them the most difficult company to deal with. They are great at self publicity but looking after their customers they do not appear to be interested at all. Their help page on their website sends you round in circles and never gets you anywhere I am so frustrated, surely someone somewhere has managed to connect to Vista from Virgin? If only some one could tell me how they did it.
"Adam Albright" wrote: