topic Re: No external internet access since latest update in Broadband

No external internet access since latest update

AndyRorstadSmith — Tue, 13 Dec 2022 08:06:44 GMT

For the past couple of days my internet access has been poor. Yesterday afternoon all WiFi was connected however there is no external access to any websites.

I can connect externally using my work laptop on the work VPN however.

I really need this fixing.

Re: No external internet access since latest update

Divsec — Tue, 13 Dec 2022 08:28:04 GMT

Hi @AndyRorstadSmith have to assume you have tried the obvious router reboot? If not try a 30 minute reboot.

Also try changing the Dns settings.

Regardless your post has been escalated.

Re: No external internet access since latest update

Debbie-TalkTalk — Tue, 13 Dec 2022 08:35:27 GMT

Hi Andy

I'm really sorry to hear this.

Please can you try powering down the router for a full 30 minutes?

Re: No external internet access since latest update

AndyRorstadSmith — Tue, 13 Dec 2022 08:36:39 GMT

Thanks for the quick response. I have tried all of the obvious things.

What DNS settings should I be changing?

Re: No external internet access since latest update

Debbie-TalkTalk — Tue, 13 Dec 2022 08:42:13 GMT

Hi Andy

I can't connect to your router to check the firmware, would it be ok to factory reset the router using the pin hole reset for ten seconds? I can then try and connect again.

Re: No external internet access since latest update

AndyRorstadSmith — Tue, 13 Dec 2022 08:43:33 GMT

Hi Debbie, I am currently just trying the turn off for half an hour suggestion. Will reset once it comes back on.

Re: No external internet access since latest update

Divsec — Tue, 13 Dec 2022 08:45:26 GMT

Hi @AndyRorstadSmith now that the dynamic @Debbie-TalkTalk is on your case I would suggest following her suggestions before my tinkering suggestions, 😊👍😋

Re: No external internet access since latest update

Debbie-TalkTalk — Tue, 13 Dec 2022 08:49:33 GMT

Hi Andy and Divsec

Thank you 🙂

Re: No external internet access since latest update

AndyRorstadSmith — Tue, 13 Dec 2022 09:03:54 GMT

@Debbie-TalkTalk Seems to be back up now after a long restart and hitting the reset button. Annoying that it is happening after each update. but thanks for trying to help anyway.

Re: No external internet access since latest update

Debbie-TalkTalk — Tue, 13 Dec 2022 09:05:42 GMT

Hi Andy

Would you like me to send a replacement router?

Re: No external internet access since latest update

AndyRorstadSmith — Tue, 13 Dec 2022 09:06:38 GMT

@Debbie-TalkTalk would a replacement router help?

Re: No external internet access since latest update

Debbie-TalkTalk — Tue, 13 Dec 2022 09:08:34 GMT

Hi Andy

It would rule out any potential issues with your current router as you shouldn't need to keep resetting the router.

Would you prefer to monitor the connection for a little longer first?

Re: No external internet access since latest update

AndyRorstadSmith — Tue, 13 Dec 2022 09:09:36 GMT

I will monitor for a while first and see what happens. We have finally had fiber to the street so may be looking at upgrading in january

Re: No external internet access since latest update

Debbie-TalkTalk — Tue, 13 Dec 2022 09:10:45 GMT

Hi Andy

Ok no problem 🙂

Thanks

Debbie

Re: No external internet access since latest update

AndyRorstadSmith — Tue, 13 Dec 2022 17:53:06 GMT

It has happened again. No external access on my laptop unless i am on my work VPN and no access on my phone through your provided wifi.

Re: No external internet access since latest update

Debbie-TalkTalk — Wed, 14 Dec 2022 06:38:40 GMT

Hi Andy

I think we should send a replacement router, would you like me to arrange this?

Re: No external internet access since latest update

AndyRorstadSmith — Wed, 14 Dec 2022 07:24:00 GMT

@Debbie-TalkTalk yes please. That would be good

Re: No external internet access since latest update

Debbie-TalkTalk — Wed, 14 Dec 2022 07:50:08 GMT

Hi Andy

Thanks for your reply.

The router is on its way, please allow 48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: No external internet access since latest update

AndyRorstadSmith — Wed, 14 Dec 2022 07:51:57 GMT

Thanks for the help @Debbie-TalkTalk hope this fixes the problem. I’ve just upgraded to fibre65 so may help.

Re: No external internet access since latest update

Debbie-TalkTalk — Wed, 14 Dec 2022 07:54:40 GMT

Hi Andy

No problem. Please let us know 🙂

Debbie