topic Re: Strange Contradiction regarding internet access in Broadband

Strange Contradiction regarding internet access

drscarb — Sat, 02 Sep 2023 10:51:59 GMT

When I check my network status on 192.168.1.1 it tells me that I have no internet access:

But, when I check in My Account:

What's going on? Do I need a new router?

Re: Strange Contradiction regarding internet access

KeithFrench — Sat, 02 Sep 2023 12:11:12 GMT

Sometimes that screen on the router does take a minute or two to update. Does your connection actually work & it is just this screen that is wrong, or does it not work at all?

Re: Strange Contradiction regarding internet access

drscarb — Sun, 03 Sep 2023 10:28:19 GMT

Thanks for contacting me. I left the screen on for several minutes and pressed refresh a couple of times, but it still shows Internet Connection Status as Disconnected. I appear to have an internet connect so perhaps I shouldn't worry. However, I don't like this sort of anomaly!

Re: Strange Contradiction regarding internet access

KeithFrench — Sun, 03 Sep 2023 12:17:22 GMT

Perhaps the router needs to be replaced, I'll contact TalkTalk for you about this.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Strange Contradiction regarding internet access

Anonymous — Mon, 04 Sep 2023 05:48:35 GMT

Morning,

Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag so that one of the routers can be returned.

Thanks

Re: Strange Contradiction regarding internet access

drscarb — Mon, 04 Sep 2023 08:41:29 GMT

Thank you for responding so quickly. Yes, that sounds like a good idea. I look forward to testing a replacement router.

Thanks again.

Re: Strange Contradiction regarding internet access

Debbie-TalkTalk — Mon, 04 Sep 2023 08:47:54 GMT

Hi drscarb

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Strange Contradiction regarding internet access

drscarb — Wed, 06 Sep 2023 09:43:13 GMT

Thank you for sending the replacement router so quickly. Everything is connected and internet connection appears to be working well. My PC tells me that I am connected to the internet:

However, when I go to 192.168.1.1 it still tells me that the internet is disconnected. The following screen grab was taken just now:

My PC is connected to the router via ethernet cables and a tp-link powerline network. I have tried connecting to the WI-Fi hub dashboard from my iPad with the same result.

I am happy that I appear to have reasonably good internet access, albeit with occasional brief drop-outs, but it would be good to know what is causing this anomaly.

Re: Strange Contradiction regarding internet access

Debbie-TalkTalk — Wed, 06 Sep 2023 09:48:08 GMT

Hi drscarb

Thanks for keeping us updated. Have you tried factory resetting the router for ten seconds?

Re: Strange Contradiction regarding internet access

drscarb — Wed, 06 Sep 2023 10:12:25 GMT

Just tried it. No change!

Re: Strange Contradiction regarding internet access

Debbie-TalkTalk — Wed, 06 Sep 2023 10:14:56 GMT

Hi drscarb

Just to confirm, is this message affecting any aspects of the connection at all?

Re: Strange Contradiction regarding internet access

drscarb — Wed, 06 Sep 2023 10:25:10 GMT

Not as far as I can tell.

Re: Strange Contradiction regarding internet access

Debbie-TalkTalk — Wed, 06 Sep 2023 10:26:49 GMT

Hi drscarb

This may update over the next few days. If you do experience any issues with the connection then please let us know.

Thanks

Re: Strange Contradiction regarding internet access

KeithFrench — Wed, 06 Sep 2023 10:34:06 GMT

Hi @drscarb

Whilst I have never seen this before, as I said earlier, what firmware is it running? It possibly has not updated to V174 yet, but may do so overnight.

Other than that, as it is not the router, there must be something that it does not like with the broadband. Do you have ordinary ADSL, FTTC or full fibre?

Re: Strange Contradiction regarding internet access

drscarb — Wed, 06 Sep 2023 10:41:13 GMT

Thanks for taking an interest. I have ordinary ADSL. I am running the replacement router TalkTalk sent me, but I don't know what firmware it's running. I'm sure you can tell me how I can find out!

Re: Strange Contradiction regarding internet access

KeithFrench — Wed, 06 Sep 2023 10:47:48 GMT

Yes, I know the router was swapped out. You can tell the firmware by looking at any page in the Sagemcom & it is shown along the bottom left, where it says version:-

Example of f/w V174

With it being ordinary broadband, I would suspect either the line or the line card in the exchange. However, before going down that route, have you tried the router connected via a new filter to the test socket that is located behind the master socket's removable faceplate (assuming your master socket is not too old)?

Re: Strange Contradiction regarding internet access

drscarb — Wed, 06 Sep 2023 11:23:08 GMT

There appears to be only one socket behind the faceplate of the Openreach master socket:

Openreach socketI tried what you suggested with the new filter that came with the replacement router, but as of now the Wi-Fi hub dashboard is still showing the internet connection as Disconnected even though it continues to appear to be working normally.

Re: Strange Contradiction regarding internet access

Debbie-TalkTalk — Wed, 06 Sep 2023 11:34:49 GMT

Hi drscarb

Apologies for the delay. I've just checked and the firmware version is 174.

@KeithFrench

Re: Strange Contradiction regarding internet access

KeithFrench — Wed, 06 Sep 2023 11:54:23 GMT

Hi @drscarb Thanks for that, it must be something to do with the line or card in the exchange then. I'll ask TalkTalk to investigate this.

Re: Strange Contradiction regarding internet access

Chris-TalkTalk — Wed, 06 Sep 2023 14:24:19 GMT

Hi drscarb,

Could I just ask, is your telephone service working OK?

Chris