Display on Valerie box 'New device connected'

[Alanis]

The Valerie box display says New device connected. I have not connected anything new. Is this going to develop into a problem?

[PopcornLover67]

I never had any internet issues in the past 3 years until now.   I needed a new line after a truck went down my road and snapped my internet line in half.  I constantly have to reconnect to the modem as my TV app says not connected to the internet.  this goes on several times a day or it buffers and freezers or just shuts off.  The Valerie always says working correctly and displays new device connected in which I haven't.   This is so irritating.  Do I need a new Valerie.  Also my 5GHz doesn't even show up in available networks either! 

[Tato]

I dont know but I'm kind of frustrated after exchanging valerie modem twice still can connect several reset factory reset has not help at all even having a technician over never had this trouble before anyone with this kind of issue and positive results afterwards

[Aj1]

 

I have already rebooted the modem 

and it is not overheated too 

any help?

[Aj1 · Accepted solution]

it’s working now 

resolution was pressing that red I button lol

[Yves Marino]

Asking everybody with the same error-code to share some more details.

During the last 2-3 weeks this error started showing on my modem frequently, after 5 years of uninterrupted use. I-button is red, error code ERROR 2100 appears in red, and there is no internet connection.After restarting Valerie (simple restart with the button or from the dashboard) internet is back until the next interruption (3-5 times a day, sometimes in the night as well). Sometimes there is a message "New device connected" in red and the I-button is red. After pushing the latter message disappears and I-button becomes white.

Spoke with Virgin/Bell support several times and received a new modem. It worked perfectly in the beginning then it started showing the same error. Tried to check hardware attached after the Valerie-modem for errors. There is only a hub (splitter) and 7 wired devices, one of them is a WPA, but I rarely use Wi-Fi connections, only for guests (phones). Replaced Ethernet-cable from Valerie to hub.

In the Valerie-system logs (dashboard) I'm seeing very often the following errors/warnings:

1. DNS name resolution failure

2. ppp0:Request for a new authenticated connection

and the following 2 infos:

1. TR-069 connectivity to remote server has been initiated

2. TR-069 connectivity to remote server has been closed

Which of the above is Error 2100 and which one is causing the internet-interruptions?

Is it an authentication connection failure or a DNS-failure? Or something else?

Thanks in advance!

[Yves Marino]

Error 2100 stopped showing for now.

The following messages still show on a daily basis, several times a day (and night) in the modem's log:

1. DNS name resolution failure

2. ppp0:Request for a new authenticated connection

Found under "Network Connection Details" in my PC that IPv4 Default Gateway, IPv4 DHCP Server and IPv4 DNS Server have the same value which by default is 192.168.2.1 for the Valerie-modem. Changed the IPv4 DNS to a public server. Unfortunately the "DNS name resolution failure" in the modem's log didn't stop showing.

Any further suggestions?

[Serena25]

I am currently dealing with two issues with my Valerie modem. When I press the I icon, which is currently red, it’s giving me an error 2100. It tells me to go to HTTP://valerie, which I can’t access. Then when I click the key icon, the message is “wifi is off” which how can a wifi be turned off?

I have reset the device, I have turned it on and off, and I have used the virtual tool which has done nothing to help. My wifi isn’t even coming up as an option… help

[VirginPlusKris · Accepted solution]

Hi there, @Serena25. Welcome to the Virgin Plus Community, and thanks for reaching out.

It's great to hear you've taken steps already for troubleshooting. When you ran the Virtual Repair Tool, what exactly did it say? Error 2100 typically indicates that a DNS test has failed (modem is unable to resolve DNS requests); you may need to call into Tech Support for further assistance.

Looking forward to hearing back from you. Best wishes.

[Yves Marino]

Hi @Serena25!

To access your modem via internet, type in the search box of your search-machine (e.g. Google) 192.168.2.1 - exactly as I wrote it, no www, no http etc. A window with Valerie will open. You need a password to enter. If you haven't been there yet the password should be the standard one for your modem - it's written in the documents you received from Virgin with the modem. If you don't find it - call Virgin help, they will tell you. You can't do much from the dashboard, no matter what you try. ERROR 2100 is some DNS name resolution failure. If you can enter the dashboard on line, all those failures are listed in the system logs in this form (just an example): DNS name resolution failure (r20swj13mr.microsoft.com)

Best case scenario: Virgin sends you a new modem and you have no troubles with it. Worse case scenario (I had it): Virgin sends you a new modem but the problem with ERROR 2100 persists. Worst case scenario: they don't send you a new modem and try to fix the problem from a distance. They don't send technicians, believe me. Don't ask me how many phone calls did I have with Virgin-support. Unfortunately every time you speak with a different person and have to explain everything again and again. Better write a text down and repeat the same, every time. They eventually will write you a "ticket" so the next person will know what was discussed before, but that doesn't change much. Pray to find a knowledgeable person - I had that chance after 10-12 calls. They might give you some good advises. The problem could be in your system/home wifi as well. If you have an wireless router (in the second floor of your house e.g.), check its settings or turn it off and see if the modem works without it. Those settings might be outdated or incompatible or something else. This was partially my problem. If you have a separate phone modem (for a landline) attached to the Valerie-modem, its settings must be changed as well. At some point ERROR 2100 stopped showing even if the problem with the DNS failure still exists. I don't even check it anymore. I believe all this has something to do with Virgin (speak Bell) hardware: modems, wiring, optic wires, Bell-boxes etc. but of course they will not tell you any details. Good luck!