topic Re: Connects but no internet in Broadband

Connects but no internet

Gavtemp — Wed, 19 Jun 2024 14:35:15 GMT

I recently had issues with my old Sagem router, it was found to be faulty and a replacement was sent, this was a couple of weeks ago. Since then I have been experiencing a whole new issue that is driving me to despair. The router connects to the internet just fine, I get the white light on the front and when I go into the user interface it says it is connected to the internet, however on a regular basis I get the “connected but no internet” message on my devices. This is across phones, tablets and TVs. When it happens I log into the router and it tells me I am connected, I can see the white light is on, not orange, not flashing. I have tried all the usual options, unplugging, powering off, resetting etc, but the same thing eventually happens. I don’t seem to be able to get more than a couple of hours use at a time before this happens, which can be extremely frustrating when watching a film for instance.

i noticed when my replacement router arrived, it was not new and was clearly a previously used one, I am suspecting that this may have been returned due to the same issue by the previous user. I am happy to try any suggestions as I am about all out this end. Any ideas anyone?

Re: Connects but no internet

Chris-TalkTalk — Wed, 19 Jun 2024 14:39:58 GMT

Hi Gavtemp,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Connects but no internet

Gavtemp — Wed, 19 Jun 2024 16:46:32 GMT

Personal detail updated as requested.

Re: Connects but no internet

Gavtemp — Wed, 19 Jun 2024 17:09:03 GMT

I initially thought the issue may be between my devices and the router, however each time it happens I am able to access the web interface of the router by entering 192.168.1.1, when I log in the router reports it is connected to the internet. The problem usually lasts for a few minutes, then internet is restored to my devices. I have connected a spare router to the Talktalk one, but I have disabled dhcp so there are no conflicts of internal ip addresses. This was to provide a greater WiFi coverage. Problem still exists when I disconnect the second router so I don’t think it is that.

Re: Connects but no internet

Anonymous — Thu, 20 Jun 2024 06:21:07 GMT

Good morning,

I'm sorry for the delay. I've run a test on the line now which is clear. Would you like us to send another replacement router just to rule this out? We'd also send a router returns bag so that one of the routers can be returned.

Thanks

Michelle

Re: Connects but no internet

Gavtemp — Thu, 20 Jun 2024 07:31:08 GMT

Hi Michelle,

Thanks for getting back to me. That would be most appreciated sending another router, if nothing else it will rule a faulty router out of the equation. I have been pulling my hair out with this, a fault in the router is the only thing I can think of that is causing the issue. If the replacement still has the same problem, I’ll maybe invest in a mesh system, although I am happy with the coverage I am getting now, so fingers crossed.

I will send back the old one as requested.

Thanks again Michelle, I can’t fault you for the help you have given.

Re: Connects but no internet

Debbie-TalkTalk — Thu, 20 Jun 2024 08:12:54 GMT

Hi @Gavtemp

I've ordered the replacement router for you, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

Re: Connects but no internet

Debbie-TalkTalk — Mon, 24 Jun 2024 08:36:15 GMT

Hi @Gavtemp

Have you received the replacement router?

Re: Connects but no internet

Debbie-TalkTalk — Fri, 28 Jun 2024 06:29:14 GMT

Morning @Gavtemp

Do you need any further help with this?

Re: Connects but no internet

Gavtemp — Sat, 29 Jun 2024 14:18:48 GMT

Hi, thanks for the help. The new router has made a big difference, things are certainly a lot more stable now, I do still occasionally have to log some appliances, mainly my TV off WiFi and back on again, but I can live with this, the old router was pretty much unusable. I see the new router has mesh capability, I was wondering if maybe connecting a 2nd compatible mesh router via rj45 cable rather than an the old non mesh router I have setup as a slave would improve things more? Is this something that can be purchased from Talktalk?

Re: Connects but no internet

Debbie-TalkTalk — Mon, 01 Jul 2024 05:40:58 GMT

Hi Gavtemp

I'm glad to hear that the connection has improved.

@KeithFrench Could you offer any advice on connecting a 2nd router?

Thanks

Re: Connects but no internet

KeithFrench — Mon, 01 Jul 2024 08:21:59 GMT

Hi @Gavtemp

@Debbie-TalkTalk has asked me to help you with connecting a second router. However, initially this sounds more like a WiFi interference issue & this should be checked out before doing anything, because an additional router unchecked, could easily make things worse.

Slow speed, intermittent dropouts, breaks in the signal or 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 a lot more from interference than the much faster 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

In other words, I try to help you optimise your Wi-Fi connection. 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.

The information below is provided by TalkTalk, for confirmation please contact @Debbie-TalkTalk or@Michelle-TalkTalk.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.

If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc. one of the TalkTalk team will jump in and help out.

Re: Connects but no internet

Debbie-TalkTalk — Mon, 01 Jul 2024 08:22:35 GMT

Thanks for your help @KeithFrench

Re: Connects but no internet

Gavtemp — Sat, 03 Aug 2024 18:50:28 GMT

Hi,

still having issues here, I started a new thread (probably shouldn’t have done that) https://community.talktalk.co.uk/t5/Fibre/Unstable-LAN-connection/m-p/3055010#M392368

Re: Connects but no internet

KeithFrench — Sun, 04 Aug 2024 12:35:38 GMT

Hi @Gavtemp

I am confused on two points:-

Would you like me to move the other thread out of the way to save any confusion?
I offered my help to you back on 01/07/2024, over a month ago, do you want it or not? If so, please tell me which router you have now.

It is easy for two devices to be side by side & have no internet access. The two most likely reasons are:-

The device without internet access, might not have the correct default gateway address. It would still be able to access the router as they are both on the same subnet.
One is connected to a different Wi-Fi band to the other.

Re: Connects but no internet

Gavtemp — Sun, 04 Aug 2024 12:56:52 GMT

Hi Keith,

Firstly apologies for not replying a month ago. I was having problems posting on the forum, I received email notifications, when I clicked on the link it would not accept my credentials. I did however reply to all the email notifications which I presume was pointless.

As for moving the thread out the way, whatever you think would be best. The other thread highlights the issues I have been experiencing. The modem router I have is the Fast 5464-1 T4 by Sagemcom running version SG4K100174.

The second device has the default gateway address of 192.168.1.1 which is the IP address of the primary modem router, the problem is not the second device, as when I remove it from the equation the issues still persist. I am not convinced the issue is with the WIFI side of things, my main PC is connected to the primary modem router via RJ45 cable, not WiFi and I experience the regular dropouts with it too. When the dropouts happen, I can reach the router by entering 192.168.1.1 and accessing the user interface. The router reports that it has internet access, but my computer states differently. Internet access will usually return after maybe 5 minutes or so by itself.

I have a number of devices including smart speakers, smart TVs phones and some cameras, most of these are not active at any given time. When I wake a device up, for instance turn on a smart TV, it will be connected to WIFI but with no internet access. I either need to turn the WIFI on the device off, or move it to another SSID for it to gain internet access. Turn the TV off and I encounter the same issue again.

I have excluded as many things as possible form my setup with the thought that maybe the problem was interference (although this wouldn’t explain the same issue with the hard wires PC) this did I not help though.

I can only assume at this stage after the number of tests I have done that I have a faulty modem router which is failing to route IP traffics to devices on my LAN, but if you have any other suggestions I am happy to give them a try.

Re: Connects but no internet

Gliwmaeden2 — Sun, 04 Aug 2024 13:00:55 GMT

Yes, @Gavtemp, notification emails are from a No Reply address, so you do always need to reply in the thread unless specifically asked to send a Private Message (via the profile area).

Re: Connects but no internet

Gavtemp — Sun, 04 Aug 2024 13:04:45 GMT

I suspected that, as I say though I was having an issue logging into the community thread. I recently changed from my .tiscal.co.uk email account to a .gmail.com one, don’t know if that was the issue

Re: Connects but no internet

KeithFrench — Sun, 04 Aug 2024 13:53:32 GMT

Hi @Gavtemp

I will move your other thread out of the way in a moment.

I agree in light of the comments in your recent post, that this is not a wireless issue. , You did mention when I first got involved that you were considering using an additional router as well. Are you doing this & if so, how are the two routers connected together and what are their IP addressing information?

Re: Connects but no internet

Gavtemp — Sun, 04 Aug 2024 14:19:19 GMT

Hi Keith,

Many thanks and sorry for the confusion. I have an old Talktalk issued Huawei router connected to my main router, it’s connected via RJ45 and its default gateway has been set to 192.168.1.1 (the static IP of my main modem router). I have also set it so that it does not issue IP addresses to connected devices, so the main modem router is issuing all IPs. I’ve had this setup for many years and it has run very well. I did suspect that maybe the second router was starting to play up and could have been causing issues, however when I removed it the problem still remained.