topic Re: WiFi connected but no internet in Fibre

WiFi connected but no internet

HBurbs — Thu, 25 Apr 2024 11:04:10 GMT

Hi, I’ve got fibre 65 and multiple times a day getting the ‘connected - no internet’ message. Only solution is to restart the router. Speeds are also slow. Could a new router be needed?

Re: WiFi connected but no internet

Anonymous — Thu, 25 Apr 2024 11:17:41 GMT

Good afternoon,

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

Michelle

Re: WiFi connected but no internet

HBurbs — Thu, 25 Apr 2024 11:22:53 GMT

Hi Michelle,

I’ve added that information to my profile.

thanks!

Re: WiFi connected but no internet

Anonymous — Thu, 25 Apr 2024 11:27:19 GMT

Hello,

Thank you. I've run a test on the line now which hasn't detected a fault, however I can see a few re-connections on the line. Is the voice service ok with no noise? Does your main socket also have a test socket please?

Thanks

Michelle

Re: WiFi connected but no internet

HBurbs — Thu, 25 Apr 2024 11:33:44 GMT

Hiya,

we don’t have a landline phone so can’t comment on voice service.

No test socket; I’ve attached some photos so you can see the setup.

Re: WiFi connected but no internet

Debbie-TalkTalk — Thu, 25 Apr 2024 12:07:43 GMT

Hi HBurbs

There may be a test socket underneath the face plate (if the lower section comes away when the screws are removed)

Have you ever checked this?

Re: WiFi connected but no internet

HBurbs — Thu, 25 Apr 2024 12:15:44 GMT

We haven’t looked before; this is what was under the faceplate

Re: WiFi connected but no internet

Debbie-TalkTalk — Thu, 25 Apr 2024 12:22:51 GMT

Hi HBurbs

Thanks for your reply.

Could you connect the filter/router directly at the little test socket?

Re: WiFi connected but no internet

HBurbs — Thu, 25 Apr 2024 12:30:03 GMT

Ok, it’s connected at the test socket now

Re: WiFi connected but no internet

Debbie-TalkTalk — Thu, 25 Apr 2024 12:33:43 GMT

HI HBurbs

Thank you 🙂

Would it be possible to leave the router in this set up for 24hrs to see how the connection compares?

We can check in again with you tomorrow to see how the connection has been.

Debbie

Re: WiFi connected but no internet

HBurbs — Thu, 25 Apr 2024 12:37:55 GMT

Yep that’s fine, we’ll leave in the test socket and check back tomorrow

Re: WiFi connected but no internet

Debbie-TalkTalk — Thu, 25 Apr 2024 12:43:44 GMT

Hi HBurbs

Thank you. We will also check the connection stats tomorrow.

Debbie

Re: WiFi connected but no internet

Debbie-TalkTalk — Fri, 26 Apr 2024 09:36:52 GMT

Hi HBurbs

How's the connection been?

I've checked the connection stats and no issues have been detected.

Re: WiFi connected but no internet

HBurbs — Fri, 26 Apr 2024 10:46:02 GMT

Hi,

The router needed a reboot yesterday evening as we had the same ‘connected: no internet’ message on our devices. WiFi is flaky and slow today.

Re: WiFi connected but no internet

Debbie-TalkTalk — Fri, 26 Apr 2024 10:48:54 GMT

Hi HBurbs

Apologies for this.

Would you like me to send a replacement router for testing so we can rule this out?

Re: WiFi connected but no internet

HBurbs — Fri, 26 Apr 2024 11:43:09 GMT

Yes please, then at least we can check if it’s a router issue.

Re: WiFi connected but no internet

Debbie-TalkTalk — Fri, 26 Apr 2024 12:09:57 GMT

Hi HBurbs

The 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: WiFi connected but no internet

HBurbs — Mon, 29 Apr 2024 08:46:49 GMT

Hi,

When the new router arrives today, do you want us to plug it in via the test socket or the normal socket?

Re: WiFi connected but no internet

Debbie-TalkTalk — Mon, 29 Apr 2024 08:49:29 GMT

Morning HBurbs

Could you try the test socket first please?

If the connection continues to drop with the new router, cables, filter at the test socket then the next step will be an Openreach engineer visit.

Thanks

Re: WiFi connected but no internet

HBurbs — Mon, 20 May 2024 12:44:23 GMT

Hi,

I wanted to wait a while with the new router to have a solid base of evidence before getting back in touch.

I can confirm we’re still having the same issues with the new router, so we will need to proceed to an Openreach engineer visit.