How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Jason Jones Your Own Question
Jason Jones
Jason Jones, Computer Expert
Category: Computer
Satisfied Customers: 16421
Experience:  Over 10 years of professional experience.
30759776
Type Your Computer Question Here...
Jason Jones is online now

Hi there, good morning My Netgear modem/router which you

Customer Question

Hi there, good morning
My Netgear modem/router which you supplied several years ago when you upgraded my package has now finally failed completely What do I do?
John
Submitted: 2 years ago.
Category: Computer
Expert:  Jason Jones replied 2 years ago.
Hello,
My name is Jason. I look forward to helping you today.
If you plug a computer directly into the modem without the router, can you get online?
Customer: replied 2 years ago.

Good morning Jason,

Yes eventually, but it takes an hour or so to get a connection and then whilst on line disconnects me every 5 mins or so. Wi-fi connection to my laptop does the same.

John

Expert:  Jason Jones replied 2 years ago.
Hello John,

Thank you for your patience. There was an emergency that had to be attended to.

Thank you for the update.

May I start a remote screen sharing session with you so that I can better help you resolve this problem?

When the remote begins, a chat window will appear that we can use to communicate with each other.

Once in, I will see about resetting any faults on the modem/router and fixing this for you.

- Jason
Jason Jones and 4 other Computer Specialists are ready to help you
Expert:  Jason Jones replied 2 years ago.
Thank you.
Please, click the following link and choose to run the remote application: http://www.jasonfixedit.com/john
Customer: replied 2 years ago.

It's just as bad this morning

Expert:  Jason Jones replied 2 years ago.
Hello,
Are you not able to gain access to the Internet at all?
Customer: replied 2 years ago.

Yes after about 1/2 an hour when the modem has finally made the connection

Expert:  Jason Jones replied 2 years ago.
Oh.
I assumed you were online right now when you came back online.
As soon as any computer is online on your network, please let me know.
Customer: replied 2 years ago.

I'm on line now

Expert:  Jason Jones replied 2 years ago.
That's what I was thinking. Thank you for clearing that up.
I assume you are having issues with the remote application.
Which Internet browser are you currently using (Internet Explorer, Firefox, Safari, or something of the like)?
Customer: replied 2 years ago.

AOL browser, Google Chrome and Ftrefox. None of which make any difference to the modem working properly, Bear in minf there is a wifi conection and this dosen't work with the modem either until it's made a connection.

Expert:  Jason Jones replied 2 years ago.
I am trying to remote into your system so I can fix this for you.
I have sent you the remote link.
It looks like you have clicked the link.
Is it not running for some reason?
Let's try another route.
Please, click this link: http://tinyurl.com/teamviewerJason
- Download and run that file.
- It will give you an ID & password.
Please, give me both of the ID and password.
Customer: replied 2 years ago.

ID 287 355 461

Passweord 1406

Expert:  Jason Jones replied 2 years ago.
Please, run the TeamViewer app and let me know when it is running.
Expert:  Jason Jones replied 2 years ago.
I am sorry this is being such a hassle.
- Please, click the following link, download that file, and run the file: https://secure.join.me/Download.aspx?webdownload=true
- Then download and allow that remote app to run.
- Once it is finished, please, tell me the 9 digit number that appears on the top of your screen.
Thank you.
Customer: replied 2 years ago.

287 355 461

Expert:  Jason Jones replied 2 years ago.
That number is ***** valid or the program is not running.
- Please, click the following link, download that file, and run the file: https://secure.join.me/Download.aspx?webdownload=true
- Then download and allow that remote app to run.
- Once it is finished, please, tell me the 9 digit number that appears on the top of your screen.
Thank you.
You will have a new 9 digit number now.
Customer: replied 2 years ago.

Must close down the PC now, will return to problem later.

Thanks, John

Expert:  Jason Jones replied 2 years ago.
Thank you.
I will be here standing by.