No external internet access since latest update

[AndyRorstadSmith]

For the past couple of days my internet access has been poor. Yesterday afternoon all WiFi was connected however there is no external access to any websites. 

I can connect externally using my work laptop on the work VPN however. 

I really need this fixing. 

[Debbie-TalkTalk]

Hi Andy

Have you received the replacement router?

Thanks

[Debbie-TalkTalk]

Hi Andy

No problem. Please let us know 🙂

Debbie

[AndyRorstadSmith]

Thanks for the help @Debbie-TalkTalk hope this fixes the problem. I’ve just upgraded to fibre65 so may help.

[Debbie-TalkTalk]

Hi Andy

Thanks for your reply.

The router is on its way, please allow 48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[AndyRorstadSmith]

@Debbie-TalkTalk yes please. That would be good 

[Debbie-TalkTalk]

Hi Andy

I think we should send a replacement router, would you like me to arrange this?

[AndyRorstadSmith]

It has happened again. No external access on my laptop unless i am on my work VPN and no access on my phone through your provided wifi.

[Debbie-TalkTalk]

Hi Andy

Ok no problem 🙂

Thanks

Debbie

[AndyRorstadSmith]

I will monitor for a while first and see what happens. We have finally had fiber to the street so may be looking at upgrading in january

[Debbie-TalkTalk]

Hi Andy

It would rule out any potential issues with your current router as you shouldn't need to keep resetting the router.

Would you prefer to monitor the connection for a little longer first?

[AndyRorstadSmith]

@Debbie-TalkTalk would a replacement router help?

[Debbie-TalkTalk]

Hi Andy

Would you like me to send a replacement router?

[AndyRorstadSmith]

@Debbie-TalkTalk Seems to be back up now after a long restart and hitting the reset button. Annoying that it is happening after each update. but thanks for trying to help anyway.

[Debbie-TalkTalk]

Hi Andy and Divsec

Thank you 🙂

[Divsec]

Hi @AndyRorstadSmith now that the dynamic @Debbie-TalkTalk is on your case I would suggest following her suggestions before my tinkering suggestions, 😊👍😋

[AndyRorstadSmith]

Hi Debbie, I am currently just trying the turn off for half an hour suggestion. Will reset once it comes back on.

[Debbie-TalkTalk]

Hi Andy

I can't connect to your router to check the firmware, would it be ok to factory reset the router using the pin hole reset for ten seconds? I can then try and connect again.

[AndyRorstadSmith]

Thanks for the quick response. I have tried all of the obvious things.

What DNS settings should I be changing?

[Debbie-TalkTalk]

Hi Andy

I'm really sorry to hear this.

Please can you try powering down the router for a full 30 minutes?

[Divsec]

Hi @AndyRorstadSmith have to assume you have tried the obvious router reboot? If not try a 30 minute reboot.

Also try changing the Dns settings. 

Regardless your post has been escalated.