Alienware Laptop Causing Internet Drop

[Firmware_Needed]

Hi,

I recently purchased an Alienware x17 R2 laptop and whenever I connect it to the network the internet drops for every device and I have to restart the router, does anybody have an advice? 

[KeithFrench]

There were configuration mismatches between the TalkTalk router & the Deco mesh. Hopefully, I have resolved these, just waiting on the OP to test for a while.

[KeithFrench]

I have just downloaded a manual, I'll try & have a quick read, might not be until tomorrow afternoon before I can get back to you though.

[Firmware_Needed]

I think I messaged you the right thing that’s all there was.

[KeithFrench]

Let me see if I can download a manual or something.......

[Firmware_Needed]

There doesn’t seem to be anything on the TP-Link app that has IP addresses or anything like that. It’s quite minimal 

[KeithFrench]

Thanks for that @Firmware_Needed, that was exactly what I wanted. Please can you now log into your TP-Link mesh & find the same sort of configuration area and give me a screenshot of that?

Thanks.

[Firmware_Needed]

My mistake it was under another drop down. Sent new one now.

[KeithFrench]

Hi @Firmware_Needed 

No, that is not the screenshot I requested. It is:-

Dashboard > See Wi-Fi Settings >

Manage Advanced Settings > TalkTalk Wi-Fi hub > LAN IPv4

Note: in firmware V2816 & below, the LAN IPv4 tab was called DHCP.

Please note, when using the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large. If they are too small, I will not be able to read them & although I can enlarge them, this puts the text out of focus. If you prefer PM them to me. 

[Firmware_Needed]

Thanks Keith, I’ve sent you the picture. 

[KeithFrench]

No problem, now that I know which router you have. Log into it & go to:-

Dashboard > See Wi-Fi Settings >

Manage Advanced Settings > TalkTalk Wi-Fi hub > LAN IPv4

Note: in firmware V2816 & below, this tab was called DHCP.

Please get me a screenshot of that complete page. Then in your Deco, please find a similar page (my mesh is not a TP-Link model) & get me a screenshot of that.

[Firmware_Needed]

Sagecom FAST 5364-3.8

Could you tell me where I can find you this info and I’ll get the screenshots.

[KeithFrench]

Thanks, but that is not quite enough information.

The sticker on the rear of the WiFi hub behind the pull-up plastic panel does tell you the make & model. It is most likely either of these:-

1. Sagemcom FAST 5364
2. Huawei DG8041W

No, I need to see screenshots of the full IP addressing configuration including that of the DHCP server on both the router & mesh node. Just telling me 192.168.1. is not enough. If you prefer, you can PM me the screenshots.

[Firmware_Needed]

1. What Broadband package do you have, assuming it is fibre, is it future fibre (full fibre) or Fibre to the cabinet with copper cables to your house?

I have fibre to the cabinet, not full fibre.

1. If Future Fibre, I assume you have an ONT?

N/A

1. What make/model of TalkTalk router do you have?

On the sticker it doesn’t say anything just talktalk WiFi hub. 

1. How are you connecting the TalkTalk router to the mesh?

Direct via Ethernet to the main Deco M5 hub, then spanning from this to the others.

1. Is your mesh in access point or router mode?

It’s in access mode. It was in router mode, but last night I changed it to access point. It has been working perfectly fine in router mode for weeks, maybe a month. 

The router WiFi is disabled, I only enabled it to see if I could access the internet directly when the deco system lost internet, which I couldn’t. Had to reboot router.

192.168.1. - LAN configuration (if that’s what you meant)

[KeithFrench]

OK, we have now gone from a simple faulty Wi-Fi card to a much more complex problem. First of all, I need to fully understand your setup. Please can you elaborate by answering the questions below:-

1. What Broadband package do you have, assuming it is fibre, is it future fibre (full fibre) or Fibre to the cabinet with copper cables to your house?
2. If Future Fibre, I assume you have an ONT?
3. What make/model of TalkTalk router do you have?
4. How are you connecting the TalkTalk router to the mesh?
5. Is your mesh in access point or router mode?

Please can you also provide me with screenshots of the router IP address & LAN IP configuration from whichever TT router that you have (I can be specific when I know which one you have)? I also need to see the Wi-Fi setup of this router, unless you have disabled it, in which case just tell me so.

Please can you also provide a similar set of screenshots from the mesh as well?

[Firmware_Needed]

I'm not sure,  but today it's done it again; and I haven't used my Laptop. I have a Demo M5 Mesh network, and it's been working perfectly fine for months. The past few days this has been happening and I'm suspicious that it's talktalk. I have removed and remake the Deco network and it still is doing it intermittently. When it happens I have to restart the talktalk router because the Deco network will not pick the internet back up. And even connecting directly to the talktalk router via WiFi does not work I have to restart the router completly. I can connect via Ethernet still afterwards. 

[KeithFrench]

Will your work be happy if you kill their WiFi? I was more thinking about a friend who is prepared to let you try it on their network, as it is likely to be less critical than your employer's.

[Firmware_Needed]

I can take it into work on Monday and try it. Would that be ok?

[KeithFrench]

If you can try that as it will prove if it is the laptop that is faulty or something that it doesn't like about your TalkTalk router.

[Firmware_Needed]

I’m not sure, I haven’t had chance to test this yet. It works fine on my phone if I connect via my phone hotspot. 

[KeithFrench]

Yes, I understand that.

This is why I want to know if the laptop only does this when connected to your TalkTalk router, or if connected to a friend's router, does it kill that wifi network as well?