Can't connect to Internet with new W520

[kayakgirl]

I have a new ThinkPad W520 (4270).  My ISP is RoadRunner from Time Warner Cable.  The modem is Ubee U10C018.  I am trying to make a direct wired connection using the USB option.  I installed the drivers from the supplied disc, the message says they're installed, but the Device Manager says the USB Cable Modem has no installed drivers.  I tried downloading the driver from the UbeeInteractive web site onto a flash drive using my old computer, which works fine with the aforementioned modem (and which I'm using now to post).  I then reinstalled the driver from the flash drive onto the W520.  Again, the message said the driver had been successfully installed, but the Device Manager says the modem has no installed driver (and "Update Driver" is greyed out).  I spent two hours troubleshooting on the phone with TWC, who then said it wasn't their problem.

Help, anyone?  Thanks for listening.

[SSDee]

@kayakgirl

I'm not familiar with that specific modem. Any reason you are using the USB connection instead of  RJ-45?

[Hiro Support Specialist]

Hello kayakgirl,

Welcome, I just had a few questions before we jump into what we can do to find out what we can do to help you out. I wanted to know that if you can connect your laptop to your cable modem using an Ethernet cable can you get to the internet?

If so then we can make an assumption that your cablem modem works fine and it is an issue with your USB driver.

Best Regards,

Hiro

[kayakgirl]

Hi SSDee,

I wanted to use the USB connection for a couple of reasons: 1) No Ethernet cable was supplied with the modem, and 2) I have the modem connected to a USB hub and want to be able to quickly switch between two different laptops using the one USB cable to the hub, which also has a printer and a mouse receiver attached.  (I did try connecting the modem directly to the new laptop without the hub just in case there was a problem with the hub, but that didn't work, either.  It seems clear that this is a driver issue, since everything works fine on the older laptop.)

I am frustrated that no 64-bit drivers seem to be available, and the old drivers say they've been installed, but Device Manager begs to differ...

However, I think at this point I will obtain an Ethernet cable and try it.

Thanks for the response.

[kayakgirl]

Hi Hiro,

I didn't receive an Ethernet cable with the modem, so I'm not sure if that method would work.  But I am fairly certain that this *is* a driver problem, as I explained in the original post.  Everything works fine with my Windows XP laptop.  But on my new Lenovo (Windows 7 Professional 64-bit)  I load the disk (or flash drive), the driver installation completes, and then the Device Manager tells me the modem has no drivers installed.  I tried drivers from the original disk and from the Ubee Interactive web site, to no avail. 

At this point, I have thrown in the towel and am abandoning my attempts to connect via USB.  I will obtain an Ethernet cable and connect that way (I hope!).

Thanks for your reply.

[Hiro Support Specialist]

Hey Kayakgirl,

I agree with you that it could be driver issues though when we are trying to troubleshoot the problem with you all things have to be tried. If you could post back and let us know what happens with the Ethernet cable and if you would like we will continue to help you. If it works great! Also, if you could post a screen shot of your Device manager with your Network Adapters open that would be great!

Best Regards,

Hiro

[kayakgirl · Accepted solution]

Update: I was able to successfully connect to the Internet after obtaining an Ethernet cable from my ISP (which they told me should have been in the box with the new modem).  I am no longer pursuing the USB connection option as I have installed a wireless router and the hub issue is now moot.  Thanks again for your responses and offers to help.

[SSDee]

@kayakgirl - Great to hear you are online.