Internet connection issues

[frankbolster]

Hi all, we have been having connection issues to our Virgin broadband all week.  Up to today the connection was just coming and going but today we're getting the following messages: 

IP address not found

Incorrect password

We haven't changed the password.  The modem appears to be working but we can't connect our tv/phones to the internet at all.

Any ideas what could be wrong?  Can't get through to anyone on the phone as there is an hour wait for customer services and I'm work so can't hold for an hour.

Thanks.

[lotharmat]

Can you try a factory reset of the hub - Sounds like something may have gone amiss with it:

Make sure you can read all the default passwords on the base of the Hub before you do this

Unplug all ethernet cables

With the power on and the co-ax connected; press and hold the reset switch with a paperclip or sim removal tool for at least 60 seconds.

Allow 10 minutes to reboot, reset and stabilise

If the green light is still flashing then VM staff need to take a look and diagnose!

[frankbolster]

Hi, that worked thanks. However as soon as I reconnect our tp-link to it, we get the same connection issues as before! Could it be the TP-links causing the issue?

[lotharmat]

Make sure the TP LInk is set up for DHCP enabled WAN.

What TP LInk device is it?