Question about Computers & Internet

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My daughter works at home as a Customer Service Rep. for Generation Networks (Ancestor.com). She has a terminal from work and it is configured for her to work from home. She has done that for over a year with a modem from Qwest, an "Actiontec® Wireless-Ready DSL Gateway: Model GT701-wg". But now for the last 4 days she can't log into work. She got a new terminal from work and it is responding the same, she is still not able to log in. She plugs her laptop into the DSL line and it works fine. Soooo work says it is Qwests problem and that there is something wrong with a router somewhere. Qwest says she needs a newer Motem, why if she has been using that one for a year? She has been shutting off her motem when she isn't working, I never shut mine off. But then I just use the Internet here at my home. I'm writing because she feels like she doesn't understand enough to explain everything about the problem. And I do understand computers somewhat. Thanks, Janice Thompson

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  • 4 more comments 
  • jetwrite Oct 05, 2008

    When she trys to sign into the work computer it gives her the message "The remote desktop is disconnected.

  • jetwrite Oct 05, 2008

    If we update the firmware it goes straight to the motem?

  • jetwrite Oct 05, 2008

    I hope so.

  • jetwrite Oct 07, 2008

    We have done all of the things that you suggested and have talked to QWest's techs. They say the problem is work and work says that the problem is deffinately QWest. So we are still stuck not being able to work from home.

    Thanks.

  • jetwrite Oct 09, 2008

    Thank you for all of you advice. The company finally helped my daughter with a way to log into the system at work. We tried all of the other suggestions but in this case it has something to do with the actual company routing system.

  • jetwrite Oct 09, 2008

    It wasn't the final answer but it was a good try.

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"She plugs her laptop into the DSL line and it works fine."

NO NEED TO TOUCH THE MODEM if the INTERNET is working fine. The Terminal from work just needs to be set-up properly with the router. Ask Generation Networks tech support about the configuration.

Posted on Oct 06, 2008

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Right click My Computer.
2. Click Properties.
3. Click Remote.
4. Put a check mark in the box "Allow users to connect remotely to
this computer".

If you have XP Home Edition, you'll have to get a third-party program
to allow another computer to control it remotely over the network:

Posted on Oct 06, 2008

  • mohammed marika thambi
    mohammed marika thambi Oct 07, 2008

    please visit www.qwest.com. For information about the products and services Qwest is offering in the Networx contract, visit www.gsanetworx.com

  • mohammed marika thambi
    mohammed marika thambi Oct 07, 2008

    go to the home page you want to set. then go to tools and then click on use current. hit apply and ok.

    try to make qwest
    my home page yahoo keeps popping up. Not sure how that happened.



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Sir try this
plug off the power from the computer, modem the devices turn it on again after a couple of minutes. make another connection settings like what you did when it was connected. if it has no connection to the internet or still persisting then try a UTP cable connection from the computer to the modem. plug the cable to between the two devices and use network setup wizard and follow the instructions of it. call your DSL provider for the connection of the internet. i hope this helps you sir just disregard this if not.


CHARCOIS

Posted on Oct 06, 2008

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Janice... if she was able to go on internet wirelessly and now it works only if she connects the computer directly into the dsl router the problem may be either on the wireless adapter of her laptop or the wireless antennae on her wireless dsl router.

to check if the problem is with wireless adapter on the laptop ask her to try to connect to another wireless acces point and see if she can (go to a free wireless internet cafe and see if she can access the internet with her laptop and the wireless adapter she has on it.. if it works.. the problem is the wireless dsl router. if it doesnt't your problem is with wireless adapter on the laptop..

you can also try to use a different laptop with the wireless dls router.. if you can connect to internet the wireless adapter on the your daughter's laptop is the problem, if not it is the wireless part of the wireless dls router..

replace according to test.

let me know how the test goes

btw.. I also do customer service, are they hiring? ;).. i would love to work from home!!

Posted on Oct 05, 2008

  • Francisco Cortes
    Francisco Cortes Oct 05, 2008

    if you have determined the problem is the dls router... marked made a great suggestion... and for that you need to go to the router manufacturer website and look for updates to the router firmware.. hopefully that will help you fix the router instead of replacing it!!

    feel free to post all details you have on your dls router and we'll help you find the firmware update if needed.

  • Francisco Cortes
    Francisco Cortes Oct 07, 2008

    Please answer this questions as it would important for someone to help further: (give as many details as possible)



    "She plugs her laptop into the DSL line and it works fine"



    is she able to work from home when the laptop is plugged into the dsl router??



    or is it only when she's working wirelessly????



    "we are still stuck not being able to work from home."



    are you able to go online to other websites?

    how is she actually trying to sign in when she's trying to connect to the work computer?? what application gives her this error "The remote desktop is disconnected".


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This is only a problem with the firmware of your modem/router that you need to update it, because a network device like a modem and router that is working fine for severla years and suddenly stop working you just need to update the firmware of it and it should be working fine again, to update the firmware of the modem/router just need to call the manufacturer for that....

Hope that helps.........

Posted on Oct 05, 2008

  • Mark Gil
    Mark Gil Oct 09, 2008

    Good to hear that from you, feel free to contact us back any the future for any concern...

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