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One to Watch
Hellagood
Posts: 16
Registered: ‎28-04-2010

Cannot communicate with Primary DNS Server

Hi,

 

I've had no internet connection since the middle of last week.

Spent a good long while on the phone with a very helpful Virgin Media staff member on Saturday, who eventually concluded that my McAfee virus protection software could be to blame...

(My PC certainly sees it's network connection, but registers it as local only - my interactive service is working on my set-top box too, which normally indicates the internet should be working)

Checking some forums online from work on Monday, I discovered the McAfee update issue, so followed the steps for the fix as directed by them, then completely removed the Mcafee sofware when that didn't work.

I've tried plugging the network cable back into my old PC which has never had McAfee installed and that cannot connect to the internet either.

This leads me to conclude that the problem is with the Virgin Media Service, not my PC.

Does anyone have any ideas what I can do to fix this?

Many thanks

 

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One to Watch
Hellagood
Posts: 16
Registered: ‎28-04-2010

Re: Cannot communicate with Primary DNS Server

anyone?

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One to Watch
Hellagood
Posts: 16
Registered: ‎28-04-2010

Re: Cannot communicate with Primary DNS Server

any ideas?

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One to Watch
Hellagood
Posts: 16
Registered: ‎28-04-2010

Re: Cannot communicate with Primary DNS Server

[ Edited ]

Does this help?

 

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Helen>ipconfig/all

Windows IP Configuration

   Host Name . . . . . . . . . . . . : Helen-PC
   Primary Dns Suffix  . . . . . . . :
   Node Type . . . . . . . . . . . . : Unknown
   IP Routing Enabled. . . . . . . . : No
   WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Local Area Connection:

   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Intel(R) 82562V-2 10/100 Network Connecti
on
   Physical Address. . . . . . . . . :
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
   Link-local IPv6 Address . . . . . : fe80::ace2:6e4a:8f72:7d70%11(Preferred)
   IPv4 Address. . . . . . . . . . . : 81.104.85.181(Preferred)
   Subnet Mask . . . . . . . . . . . : 255.255.255.0
   Lease Obtained. . . . . . . . . . : 04 May 2010 12:56:06
   Lease Expires . . . . . . . . . . : 11 May 2010 12:52:09
   Default Gateway . . . . . . . . . : 81.104.85.1
   DHCP Server . . . . . . . . . . . : 10.185.16.142
   DHCPv6 IAID . . . . . . . . . . . : 251666800
   DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-11-0D-12-82-00-21-70-10-19-84

   DNS Servers . . . . . . . . . . . : 194.168.4.100
                                       194.168.8.100
   NetBIOS over Tcpip. . . . . . . . : Enabled

Tunnel adapter Local Area Connection* 6:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Microsoft ISATAP Adapter
   Physical Address. . . . . . . . . :
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 7:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
   Physical Address. . . . . . . . . :
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 12:

   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Microsoft 6to4 Adapter
   Physical Address. . . . . . . . . :
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes
   IPv6 Address. . . . . . . . . . . : 2002:5168:55b5::5168:55b5(Preferred)
   Default Gateway . . . . . . . . . :
   DNS Servers . . . . . . . . . . . : 194.168.4.100
                                       194.168.8.100
   NetBIOS over Tcpip. . . . . . . . : Disabled

 

 

EDIT: Removed personal information

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Freakishly Helpful
Paul_McD
Posts: 1,604
Registered: ‎18-03-2010

Re: Cannot communicate with Primary DNS Server

Hi Hellagood,

 

Apologies for the delay in response.

 

I have checked the network in your area and cannot see any issues at present. It also looks like you are getting a valid IP address from our modem. Are you able to complete any pings or traceroutes?

 

You perform a ping (type ping google.co.uk) and a traceroute (type tracert google.co.uk) from your Command Prompt and press Enter, and post the results here. If you're using a router can you remove this while performing these tests.

 

Regards,

Paul McD

Help & Support Forum Team

 

Cheers,

Paul McDonough
Online Technical Specialist @Virginmedia
Personal tweets @guitaraholic
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Wizard
BobbYBrownPants
Posts: 116
Registered: ‎03-05-2010

Re: Cannot communicate with Primary DNS Server

[ Edited ]

Mcafee has no issue with Virgin Media.

 

It has nothing to do with that warning. The member of Staff would of said it because they have problems. I wish this company would start being straight with people.

 

"It's your Firewall"

"You may have a virus"

"You may have a Trojan"

 

Pop excuses Virgin will use... As well as just hanging up on you.

 

28/04/10 - Replied 18/04/10 I'd use other words than delay.

Last Speed Test Result ** Download Speed: 48480 kbps (6060 KB/sec ) ** Upload Speed: 45 kbps (5.6 KB/sec )
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One to Watch
Hellagood
Posts: 16
Registered: ‎28-04-2010

Re: Cannot communicate with Primary DNS Server

[ Edited ]

Hi Paul,

 

I nipped home at lunch and did what you suggested (one of the many phone techs I spoke to had me do the same thing, but I couldn't remember the exact wording of the response)

 

So here it is:


C:\Users\Helen>ping google.co.uk
Ping request could not find host google.co.uk. Please check the name and try again.

(the guy I was speaking to on the phone told me I'd mis-typed when I read that back to him!)


C:\Users\Helen>tracert google.co.uk
Unable to resolve target system name google.co.uk.

 

thanks

 

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One to Watch
Hellagood
Posts: 16
Registered: ‎28-04-2010

Re: Cannot communicate with Primary DNS Server

 


BobbYBrownPants wrote:

Mcafee has no issue with Virgin Media.

 

It has nothing to do with that warning. The member of Staff would of said it because they have problems. I wish this company would start being straight with people.

 

"It's your Firewall"

"You may have a virus"

"You may have a Trojan"

 

Pop excuses Virgin will use... As well as just hanging up on you.

 

28/04/10 - Replied 18/04/10 I'd use other words than delay.


It's bad to hear that this happens more than just to me, but I feel a little better that I'm not the only one.  It's pretty hard to argue against their suggestions when they seem so certain and I'm really not.

 

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Superuser
apcyberax
Posts: 17,311
Registered: ‎03-05-2010

Re: Cannot communicate with Primary DNS Server

Please try the following ping and tracert to 66.102.9.147

and let me know if you get a reply from them

 

 

 

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One to Watch
Hellagood
Posts: 16
Registered: ‎28-04-2010

Re: Cannot communicate with Primary DNS Server

Here you go:

 


C:\Users\Helen>ping 66.102.9.147

Pinging 66.102.9.147 with 32 bytes of data:
Reply from 169.254.125.112: Destination host unreachable.
Reply from 169.254.125.112: Destination host unreachable.
Reply from 169.254.125.112: Destination host unreachable.
Reply from 169.254.125.112: Destination host unreachable.

Ping statistics for 66.102.9.147:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

C:\Users\Helen>tracert 66.102.9.147

Tracing route to 66.102.9.147 over a maximum of 30 hops

  1  Helen-PC [169.254.125.112]  reports: Destination host unreachable.

Trace complete.

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