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

[Michelle-TalkTalk]

Morning,

I'm really glad to hear that the fault has been resolved and thanks for keeping us updated 🙂

Thanks

[Chris-TalkTalk]

Hi carolina,

I've sent you a PM, could you please reply ASAP so that I can book the Openreach engineer and cancel the TalkTalk engineer

[carolina1]

Hello can you book me an openreach engineer for a morning slot as my husband is home until 1 p.m as I am caring for my mum who has had knee replacement surgery. Also can you send the attached file to Open reach so they know the problem please 

[Chris-TalkTalk]

If you'd like me to book the engineer can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also sent you a PM to confirm some other details

Thanks

Chris

[carolina1]

Hi Chris can you book an outreach engineer please for morning slot as I think the TT will not be able to help as the problem is outside. I need to get this sorted soon before I have a nervous breakdown 

[Chris-TalkTalk]

The engineer booked for Monday is one of our engineers, I was suggesting booking an Openreach engineer instead but it's probably as well now to go ahead with the engineer on Monday and if the engineer then decides that an Openreach engineer is required they can book this for you

Chris

[carolina1]

Hello an engineer is booked for Monday. The problem is outside as I thought it was. I spent a lot of time and effort on getting the issue resolved. The technical support worker should have detected the issue so that this issue could have been dealt with earlier 

[Chris-TalkTalk]

Hi carolina1,

We can arrange a visit from an Openreach engineer. if you'd like us to do this please let us know and we'll confirm some details with you

Chris

[KeithFrench]

Hi @carolina1 

In that case, I need to get TalkTalk back on the case, your router is not even detecting the fibre. Leave it to me, I will get them back dealing with this for you.

[carolina1]

Hello there is no white light on the router only amber. There are no ethernet cables connected. I tried to do what you said but I did not get the transfer option. I have taken a picture for you to look at please 

[KeithFrench]

HI @carolina1 

I do have some other simpler things that you could try, but it very much depends on your replies to my previous post. With the:-

ipconfig /all

To copy it, press Ctrl+A to select everything and Ctrl+C to copy it to the clipboard. Open Notepad & paste it in there with Ctrl+V. Then save it. Next connect your phone to the PC via the cable it came with, with most Android versions you will get an alert at the top, one of which will be to do with USB Options. Tap that & change it to "Media Device File Transfer (MT)P" the storage on the phone should now appear on your PC. Copy the Notepad file over to your phone & attach it to your reply.

If there is anything I have not explained clearly, please say so & I will go into it in more detail.

[KeithFrench]

Hi @carolina1 

Which router are you using now, is it the new one?

If so, please can you confirm a couple of things to make sure that the symptoms of the fault remain the same? Please can you answer these few questions:-

1. Is the white light on all the time on the router?
2. Is the problem affecting all wireless devices or just your PC?
3. If you have any Ethernet-connected devices do they have no internet access as well (don't worry if you do not have any)?

From your PC, please can you copy & paste the output from the command prompt for me:-

ipconfig /all

[carolina1]

• I do not know all of what you are asking as I thought I sent you the information from the app you told me about. It is difficult to do on a mobile phone. I do have another router as I disconnected the old one 

[carolina1]

• Yes Keith has provided a lot of information but it was too technical for me and to do the checks on a mobile phone 

[Debbie-TalkTalk]

Hi @KeithFrench

Thanks for helping

@carolina1  I can see that Keith our Community Star has been helping. Keith provides really great advice on improving wireless performance and provides a lot of helpful advice to our Community members.

[KeithFrench]

Hi @carolina1 

My offer of help still stands, I have yet to see all of the diagnostic information I need though. 

I can easily understand if you are unwilling to share such information with me, as you don't know who I am. To try & put your mind at rest on that I am sure that @Chris-TalkTalk or one of his colleagues @Debbie-TalkTalk @Michelle-TalkTalk or @Karl-TalkTalk will vouch for me. I do often get directly asked by them to help them out with Wi-Fi issues.

[Chris-TalkTalk]

Hi carolina1,

I can arrange a visit from an Openreach engineer, we can usually get an appointment within a couple of working days. If you would like us to book the engineer please let us know an we'll confirm some details with you

Chris

[carolina1]

I received the router yesterday and I set it up and it still does not work.

The phone which is in the master socket works so not sure why the router is not working.

There could be a connection problem as I am now getting an error message saying no DNS server.

To be honest I am really getting fed up of having no internet which I have not had for 11 days now and I have an engineer appointment in 6 days. 

I was on the phone for 45 mins last night with technical support 

[Chris-TalkTalk]

OK, thanks for letting me know. Please let us know if the router resolves the problem

Chris

[carolina1]

Hello Chris

I am afraid my internet is still not working. I have had a complaints manager call me tonight who is giving me a new router 

To be honest I think that the router has had its day