IP configuration failure

[carolina1]

Hello I am having problems with my internet. I have switched the router off a few times and reset it and the router has a white light but I keep getting a message saying talktalk disconnected. I have gone onto my laptop and I sent onto command prompt and put in ipconfig/renew and it said media disconnected. I have also troubleshooted window diagnostics but I cannot copy all the report as I do not have my printer connected to my laptop.  To be honest I think there is a problem with the router as it is not connecting to the IP address. I have been onto Talktalk for three days and it has taking a lot of my time and effort and my internet is still not working despite being told that it will be fixed. I work from home and need the internet please. 

I have tested the router and rebooted many times but Talktalk will not listen to me.

Can someone help me to work out what the problem is please

[Chris-TalkTalk]

I've disabled wifi optimisation as requested. Please let us know how you get on

Chris

[carolina1]

If this is going to help then please do so. 

I am going to see my brother today to see if he can send the screenshots that Keith has asked

[KeithFrench]

HI @carolina1 

I am still in need of four screenshots from the Wi-Fi analyser, as per my guide and the name of your WiFi network (SSID). I have also replied to your last PM to this effect.

Please can you also respond one way or another to @Chris-TalkTalk offer to disable WiFi optimisation?

I am sorry, but without all of this information, I cannot help you.

[Chris-TalkTalk]

Hi carolina1,

Would you like me to disable wifi optimisation as Keith has suggested?

Chris

[KeithFrench]

OK, but if WiFi Optimisation is not disabled & I find something that needs changing, then this feature, if enabled, will revert my changes. Just replay here, requesting it be disabled & @Chris-TalkTalk or one of his colleagues will disable it for you.

I will PM you a link for a guide of mine on Wi-Fi interference & initially look at the section called "Are you suffering from interference – prove it first". This section includes full details of Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Do not worry about interpreting the results, I will do that for you.

Please post the screenshots that I have requested in my guide (no photos please they can be difficult to read as text can get out of focus when zoomed in), from the analyser you are using (also in my attached guide). Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload them via 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. If you do PM me, then please add a link in there to this thread, so that I can find it easily.

[carolina1]

Hello Keith

I do not know if the WiFi has been disconnected from the router. 

If you can send the guide then I can get my brother to print it out for me.

Thanks for helping out.

I need to know if the fault is the router or not please before openreach arrive on Monday please 

[KeithFrench]

Thanks, @Chris-TalkTalk.

One other question then @carolina1 before I try & help you. Have you had TalkTalk’s Wi-Fi optimisation disabled on your Sagemcom FAST5364 router? When this is enabled, as it is by default, it has the power to override any Wi-Fi configuration changes that I might suggest that you need to make. This will not help rectify this type of problem if Wi-Fi Optimisation is allowed to change my suggested settings. Only TalkTalk can do this for you, you cannot do it yourself. If not, just request they disable this for you in your reply.

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.

[Chris-TalkTalk]

It's the Sagemcom Fast5364 Keith

Chris

[KeithFrench]

Hi @carolina1 

These are two totally different routers, please can you confirm which one you have before I can help you?

[Chris-TalkTalk]

Hi Carolina1,

Sagemcom is the make, fast 5364 is the model (Huawei are a different manufacturer).

Chris 

[carolina1]

Hello I have looked up the details on line as on the back of the router it does say Sagemcom fast 5364 and the make is Huawei DG8041W.

It is a shame I did not know that the router is Huawei as I had problems with a Huawei phone 

[carolina1]

Sorry to be a pain but I do not know how to find this out. I have looked at the back of the router and it says Sagemcom 

[KeithFrench]

If you still cannot connect, it looks like the problem could be between your PC & the router via your wireless connection, which could be down to Wi-Fi interference. Slow speed, intermittent dropouts, breaks in the signal, 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 much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

If you would like me to help you, please can you specify the make/model of TalkTalk router that you are using?

[Chris-TalkTalk]

Hi carolina1,

Thanks for getting back to me, have you seen Keith's post?

Chris

[carolina1]

Hello I cannot connect to the internet 

[KeithFrench]

Sorry @carolina1 I have been busy today, not working for TalkTalk, I give my time freely, but only when I can spare the time. Your problem (although a photo is only showing part of the display (if Windows 10 or 11, just select the complete display with say Ctrl+A, then copy it with Ctrl+C and paste it into Notepad), is down to an incorrect IP address being assigned to to your PC. It has been allocated an IP address starting with 169, this means that the PC has not been allocated an IP address from the router for some reason, so the PC itself has used Automatic Private IP Addressing. However, all this means is that your PC will be unable to transmit or receive data with the router, hence you have no internet.

Please can you try rebooting the router & if it still fails, then I will try & help you further?

[Chris-TalkTalk]

Hi carolina1,

Just to confirm, are you completely unable to connect to the Internet or is the problem intermittent?

Chris

[carolina1]

Has anyone seen my post from the ipconfig failure report and let me know what you think please 

[carolina1]

I can assure you that the internet is not working. 

What wire do I need if I have one please and need to know how to connect it please as I have an openreach box which has a phone line and a power line

[Michelle-TalkTalk]

Morning,

I've run a test on the line now which hasn't detected a fault and the connection stats look ok. Are you able to connect ok if you connect wired?

Thanks