topic Re: IP configuration failure in Broadband

IP configuration failure

carolina1 — Wed, 11 Jan 2023 14:41:51 GMT

Hello I am having problems with my internet. I have switched the router off a few times and reset it and the router has a white light but I keep getting a message saying talktalk disconnected. I have gone onto my laptop and I sent onto command prompt and put in ipconfig/renew and it said media disconnected. I have also troubleshooted window diagnostics but I cannot copy all the report as I do not have my printer connected to my laptop. To be honest I think there is a problem with the router as it is not connecting to the IP address. I have been onto Talktalk for three days and it has taking a lot of my time and effort and my internet is still not working despite being told that it will be fixed. I work from home and need the internet please.

I have tested the router and rebooted many times but Talktalk will not listen to me.

Can someone help me to work out what the problem is please

Re: IP configuration failure

KeithFrench — Wed, 11 Jan 2023 14:54:20 GMT

How are you connecting via Ethernet or wireless? Please can you copy & paste the output from ipconfig into notepad & attach it to this thread so as I can check it?

Re: IP configuration failure

Chris-TalkTalk — Wed, 11 Jan 2023 14:56:14 GMT

Hi carolina1,

I'm sorry to hear that you're experiencing problems with your service. Could you add your TalkTalk landline telephone number or account number, to your community profile, we'll then look into this further.

Thanks

Chris

Re: IP configuration failure

carolina1 — Wed, 11 Jan 2023 17:09:21 GMT

I have added my landline number on my profile

Re: IP configuration failure

carolina1 — Wed, 11 Jan 2023 17:11:04 GMT

I am using wireless internet but I do not know how I am going to copy and paste the information from ipconfig and send it via internet when it is down

Re: IP configuration failure

carolina1 — Wed, 11 Jan 2023 22:26:10 GMT

This is what it says on command prompt when I put ipconfig release

Re: IP configuration failure

Anonymous — Thu, 12 Jan 2023 06:39:34 GMT

Morning,

I've run a test on the line now which hasn't detected a fault and the connection stats look ok. Are you able to connect ok if you connect wired?

Thanks

Re: IP configuration failure

carolina1 — Thu, 12 Jan 2023 10:24:15 GMT

I can assure you that the internet is not working.

What wire do I need if I have one please and need to know how to connect it please as I have an openreach box which has a phone line and a power line

Re: IP configuration failure

carolina1 — Thu, 12 Jan 2023 10:26:03 GMT

Has anyone seen my post from the ipconfig failure report and let me know what you think please

Re: IP configuration failure

Chris-TalkTalk — Thu, 12 Jan 2023 10:32:37 GMT

Hi carolina1,

Just to confirm, are you completely unable to connect to the Internet or is the problem intermittent?

Chris

Re: IP configuration failure

KeithFrench — Thu, 12 Jan 2023 10:54:29 GMT

Sorry @carolina1 I have been busy today, not working for TalkTalk, I give my time freely, but only when I can spare the time. Your problem (although a photo is only showing part of the display (if Windows 10 or 11, just select the complete display with say Ctrl+A, then copy it with Ctrl+C and paste it into Notepad), is down to an incorrect IP address being assigned to to your PC. It has been allocated an IP address starting with 169, this means that the PC has not been allocated an IP address from the router for some reason, so the PC itself has used Automatic Private IP Addressing. However, all this means is that your PC will be unable to transmit or receive data with the router, hence you have no internet.

Please can you try rebooting the router & if it still fails, then I will try & help you further?

Re: IP configuration failure

carolina1 — Thu, 12 Jan 2023 12:38:18 GMT

Hello I cannot connect to the internet

Re: IP configuration failure

Chris-TalkTalk — Thu, 12 Jan 2023 12:56:24 GMT

Hi carolina1,

Thanks for getting back to me, have you seen Keith's post?

Chris

Re: IP configuration failure

KeithFrench — Thu, 12 Jan 2023 13:17:25 GMT

If you still cannot connect, it looks like the problem could be between your PC & the router via your wireless connection, which could be down to Wi-Fi interference. Slow speed, intermittent dropouts, breaks in the signal, no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a byproduct of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

If you would like me to help you, please can you specify the make/model of TalkTalk router that you are using?

Re: IP configuration failure

carolina1 — Thu, 12 Jan 2023 13:47:15 GMT

Sorry to be a pain but I do not know how to find this out. I have looked at the back of the router and it says Sagemcom

Re: IP configuration failure

carolina1 — Thu, 12 Jan 2023 14:36:45 GMT

Hello I have looked up the details on line as on the back of the router it does say Sagemcom fast 5364 and the make is Huawei DG8041W.

It is a shame I did not know that the router is Huawei as I had problems with a Huawei phone

Re: IP configuration failure

Chris-TalkTalk — Thu, 12 Jan 2023 14:42:26 GMT

Hi Carolina1,

Sagemcom is the make, fast 5364 is the model (Huawei are a different manufacturer).

Chris

Re: IP configuration failure

KeithFrench — Thu, 12 Jan 2023 14:49:34 GMT

Hi @carolina1

These are two totally different routers, please can you confirm which one you have before I can help you?

Re: IP configuration failure

Chris-TalkTalk — Thu, 12 Jan 2023 15:00:41 GMT

It's the Sagemcom Fast5364 Keith

Chris

Re: IP configuration failure

KeithFrench — Thu, 12 Jan 2023 15:02:28 GMT

Thanks, @Chris-TalkTalk.

One other question then @carolina1 before I try & help you. Have you had TalkTalk’s Wi-Fi optimisation disabled on your Sagemcom FAST5364 router? When this is enabled, as it is by default, it has the power to override any Wi-Fi configuration changes that I might suggest that you need to make. This will not help rectify this type of problem if Wi-Fi Optimisation is allowed to change my suggested settings. Only TalkTalk can do this for you, you cannot do it yourself. If not, just request they disable this for you in your reply.

The next stage involves sending out a guide to you to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.