topic Re: Work laptop connects to wifi but no internet in Fibre

Work laptop connects to wifi but no internet

rlcraig — Wed, 12 Jul 2023 10:15:32 GMT

Hi,

A few months back I started having an issue on my work laptop (Windows) when I worked from home. It would connect to my wifi but show as having no internet connection. My IT team tried all sorts, rebuilding the laptop, overriding the IP address preferences etc but had no luck. In the end they gave me a brand new laptop which seemed to work fine until last week when the same issue began happening again.

Since the issue reoccurred my IT team tried a full rebuild of my laptop which seemed to work temporarily as I could connect to the internet via wifi in the evenings this week. However this morning I tried working remotely and there was no connection again.

They have tried uninstalling security software/VPNs to see if that was causing the issue but that didn’t help either. They have also flushed the DNS servers to no avail. They are now about to suggest that I get another new machine and see if the issue persists, but I am worried that it will look fine but then begin playing up in a few months time.

The strangest thing is that my wifi works fine on all other devices. My partner also works from home (on a Mac) and has no internet issues whatsoever using our wifi. My IT team are running out of ideas and don’t seem to know the root cause.

Does anyone have any ideas what the issue could be?

Re: Work laptop connects to wifi but no internet

Debbie-TalkTalk — Wed, 12 Jul 2023 10:42:24 GMT

Hi rlcraig

I'm sorry to hear this.

I've checked and your router has the latest firmware version which should work ok with VPN.

Can I just check, have recently powered down your router for a full 30 minutes?

Re: Work laptop connects to wifi but no internet

rlcraig — Wed, 12 Jul 2023 12:29:36 GMT

Hi Debbie,

I’ve just tried this and when I logged back onto my laptop it did briefly connect to the internet however it then dropped off. It has now gone back to showing that it is connected to my TalkTalk wifi but with no internet.

Re: Work laptop connects to wifi but no internet

Debbie-TalkTalk — Wed, 12 Jul 2023 12:31:04 GMT

Hi rlcraig

Is this only affecting your work laptop? Are other devices connecting ok?

Re: Work laptop connects to wifi but no internet

rlcraig — Wed, 12 Jul 2023 12:35:16 GMT

Yes no issues on any other devices. Two mobiles and two other laptops are connecting with no issues.

Re: Work laptop connects to wifi but no internet

Debbie-TalkTalk — Wed, 12 Jul 2023 12:37:04 GMT

Hi rlcraig

Ok, I think we should send a replacement router for testing. Would you like me to arrange this?

Re: Work laptop connects to wifi but no internet

rlcraig — Wed, 12 Jul 2023 12:39:01 GMT

Yes please. How quickly would it arrive? Only because I am going to be on holiday from 14th-22nd July.

Re: Work laptop connects to wifi but no internet

Debbie-TalkTalk — Wed, 12 Jul 2023 12:43:11 GMT

Hi rlcraig

We advise to allow 24-48hrs for the router to arrive.

Would you like me to order this now or wait until you have returned from holiday?

Re: Work laptop connects to wifi but no internet

rlcraig — Wed, 12 Jul 2023 12:45:25 GMT

Please could you send it when we return to be sure that someone will be in?

Re: Work laptop connects to wifi but no internet

Debbie-TalkTalk — Wed, 12 Jul 2023 12:48:22 GMT

Hi rlcraig

Yes of course. I can do this on Monday 24th, will this be ok?

Re: Work laptop connects to wifi but no internet

rlcraig — Wed, 12 Jul 2023 12:57:35 GMT

That sounds great, thanks

Re: Work laptop connects to wifi but no internet

Karl-TalkTalk — Wed, 12 Jul 2023 13:00:24 GMT

No Problem 🙂

One of the Team can process this Monday for you.

Karl

Re: Work laptop connects to wifi but no internet

Debbie-TalkTalk — Thu, 13 Jul 2023 06:02:06 GMT

Hi rlcraig

I will post back on Monday 24th to confirm once the router has been ordered.

Thanks again.

Re: Work laptop connects to wifi but no internet

Debbie-TalkTalk — Mon, 24 Jul 2023 06:08:32 GMT

Good morning rlcraig

I hope you had a lovely holiday 🙂

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

Thanks

Debbie

Re: Work laptop connects to wifi but no internet

Anonymous — Thu, 27 Jul 2023 06:04:42 GMT

Morning,

Just checking back in to see how you're getting on?

Thanks 🙂

Re: Work laptop connects to wifi but no internet

Debbie-TalkTalk — Mon, 31 Jul 2023 07:11:56 GMT

Hi rlcraig

Have you received the replacement router?

Re: Work laptop connects to wifi but no internet

rlcraig — Mon, 31 Jul 2023 07:48:47 GMT

Hi Debbie,

Yes I got the new router set up. Initially my laptop connected to the internet when I tested quickly on Thursday evening, however I tried working remotely on Friday morning and had the same issue as before. I tried connecting again this morning and I was able to connect despite it saying no internet connection. I can’t test further today as I am heading into the office but very confused as to why it works sometimes but not others

Re: Work laptop connects to wifi but no internet

Debbie-TalkTalk — Mon, 31 Jul 2023 07:57:02 GMT

Hi rlcraig

Just to confirm, you are able to connect to VPN sometimes and sometimes it doesn't work? (with the new router)

Re: Work laptop connects to wifi but no internet

rlcraig — Mon, 31 Jul 2023 09:09:32 GMT

Hi Debbie,

Not sure about the VPN element but it always connects to my wifi network however most of the time it will not connect to the internet. My laptop does have a VPN on it which my work IT team tried investigating to see if it was blocking my connection. Had the same issue with and without the VPN installed.

Re: Work laptop connects to wifi but no internet

Debbie-TalkTalk — Mon, 31 Jul 2023 09:11:46 GMT

Hi rlcraig

Thanks for your reply.

Is the new router connected and switched on at the moment? I can check the firmware version.