All other devices disconnect from internet when i connect my laptop

[Dusty21]

Hi, when I connect my lenovo thinkbook 14 gen 6 to the Internet after a few minutes all other devices lose connection. Originally when we first started using the new router my laptop showed a dns error, I tried rectifying this error many times by changing the dns but had no joy, after a while I tried connecting to the router with the wps feature, this then made my laptop and all other device connect to the Internet with no issues. Until 2 weeks later when my laptop would no longer work on the Internet. I have tried connecting manually with the password or with the wps command and using a ethernet cable since, nothing has worked. I have rebooted the router and laptop numerous times whilst on chat with talktalk and had no joy, I have also split the WiFi bands between 2.4GHz and 5GHz as my laptop being on 5GHz seemed to be an issue but this only worsened the issue of other devices not being able to connect with the Internet whilst my laptop is on. I was wondering whether anyone on here has had a similar issue or would know how to solve this problem, many thanks

[mandisa1-TT]

Thank you so much for the support @KeithFrench 

[KeithFrench]

Hi @Dusty21 

Which of the three models of Sagemcom router do you have (see the label on the rear)? When you get the DNS problem, is this over a wireless connection or a wired (Ethernet) connection to the router?

Sorry, I only use TalkTalk routers, so I cannot recommend anything. I don't have any issues with mine at all; perhaps the router is playing up. Could you try a factory reset of the router by pressing the recessed reset switch near the power connector on the rear of the router? With this held in, whilst the router is turned on, for a period of about 20 seconds or until the light changes colour.

[KeithFrench]

Thanks for the PM @Dusty21, I assume that you are using the standard TalkTalk DNS servers? Some people find that Google DNS, Cloudfare or OpenDNS are better. You can change this in your router, but you will lose access to HomeSafe & KidsSafe, etc, that rely on the TalkTalk ones.

You say that you have a Sagemcom router, but there are three models:-

1. Wi-Fi Hub 1 (FAST 5364)
2. Wi-Fi Hub 2 (FAST 5464)
3. Wi-Fi Hub 3 (FAST 5359)

They are all very similar; this is how you do it on the latest Hub 3. Log in to the router & go to:-

Advanced Settings > Internet Connectivity > IPv4

Change the DNS field from Obtain DNS Automatically to Manually Specify DNS. Then set:-

First IPv4 DNS Server to 8.8.8.8

Secondary IPv4 DNS Server to 8.8.4.4

Click Apply when done. It is probably best to reboot the router at this point.

[KeithFrench]

Thanks @Dusty21.

I have sent you a PM.

[Dusty21]

Hi, I will attempt to get the dns error to pop up again and show you thanks

[KeithFrench]

Hi @Dusty21 

When you see this DNS error, is this on the PC or the router? Please can you PM me (to preserve your privacy) a screenshot of this error?

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

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 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.

[Dusty21]

Hi Keith, appreciate its late so thank you, the old router that was replaced was a Huawei, the current router we have is a sagemcom. For the DNS error it shows up when my son tries to go on any website. The laptop has windows 11.

[KeithFrench]

Hi @Dusty21 

Please can you answer my questions in post #5, so that I can help you?

[Dusty21]

Can you please help.  We had a new router which seemed to solve problem.  Son went away to university mid September.  He has returned tonight, logged on his laptop, worked for a few hours and suddenly the same issue has arose again.  Any ideas anyone, it's driving us insane and my son desperately needs to revise etc.  Thank you .

[Nicolene-TT]

Hi @Dusty21 , Please refer to the questions asked above by Keith and let us know if you are still experiencing the issue and we'll be happy to take a another look for you. Thanks 

[Dusty21]

Hi Keith, I appreciate your response, we hope that the issue is sorted now but if not we may be back in touch, many thanks 🙂

[Mandisa-TT]

Thanks @KeithFrench 

[KeithFrench]

Hi @Dusty21 

I can help a lot with this sort of issue. The most likely cause of this is either a problem with the WiFi adapter in the laptop, or it has been configured with a static IP address that is conflicting with those handed out by the router. I would not recommend using WPS to connect to the router from a PC at all. It should always be via the WiFi network name & password.

You mentioned DNS errors. Do you have one of the Sagemcom Wi-Fi Hubs? If so, did you notice the DNS error in the router's log? There is a firmware issue that I have raised with TalkTalk for a while now.

Is the laptop running Windows?

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

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 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.

[Mandisa-TT]

Hi @Dusty21 I have located your account, and I may need to run some checks on your line. before we proceed, can you confirm if you are able to connect the other devices all at the same time without any issue when the laptop is disconnected?

[Mandisa-TT]

Hi @Dusty21 I will look into this for you.

[Dusty21]

Just as a small add on, this is the only WiFi network I have had any issues with, all other networks I have used have worked fine with my laptop