WiFi showing as ‘Connected’ but no devices loading

[Lesson7]

Hi there, 

All of my devices (iPhone, laptop, Smart TV) are showing as connecting to home broadband but nothing is loading. This has been the case for about 36 hours now.
A Broadband Connection Test indicates no known problems, but I’m unable to connect to carry out a Speed Test. I’m unable to check Network Service Status.
I’ve tried:

 - Rebooting the router

 - Using the Ethernet cable (which says there’s an issue with the DNS Server) with a laptop

- Using the Test connection 

- Forgetting the Network on devices and adding again

 - Clearing browser cookies

 - Turning the tv off to ensure there’s no interference

- Having a bot explain what WiFi is to me for about two hours 

Any help would be great

Thank you

[Debbie-TalkTalk]

Hi Lesson7

How are you getting on?

Thanks

Debbie

[pattisd01]

Hey there,

Only responding as I have seen similar issues - though mine have been intermittent and only over a period of minutes at a time.

I noted my issues appeared to be regarding DNS.

So I manually added DNS settings in the router config and used Googles Public DNS servers (primary 8.8.8.8 and secondary 8.8.4.4).

That has helped. I see less DNS issues and the browser pages load more than they fail.

So could be worth you trying the same approach.

[Debbie-TalkTalk]

Hi Lesson7

No problem, please let us know how you get on.

Thanks

Debbie

[Lesson7]

Thanks both!

[Debbie-TalkTalk]

Hi Lesson7

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Lesson7]

Hi Michelle,

 Yes please - that would be great, thank you!

[Michelle-TalkTalk]

Hello,

Ok thanks for confirming. As the line test is clear, would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag so that one of the routers can be returned.

Thanks

[Lesson7]

Hi Michelle,

  Thanks for your message! I’m afraid I don’t 

[Michelle-TalkTalk]

Hello,

Do you have an alternative router that you could test with please?

Thanks

[Lesson7]

Hi Debbie - yes I’ve done that

[Debbie-TalkTalk]

Hi Lesson7

Did you complete a factory reset (pin hole reset)

[Lesson7]

Hi Debbie,

 Thanks for your message - please note I’ve also tried all of the recommended Troubleshooting tips as per my original message.

 Mobile devices are showing as connected to WiFi but then pages aren’t loading.

 Laptops are showing as connected to the network but ‘No internet access’.

 Troubleshooting internet connections through the laptop reports a DNS Server error.

Thanks for your help

[Debbie-TalkTalk]

Hi Lesson7

Thank you for updating your Community Profile.

Please can you factory reset the router using the pin hole reset for ten seconds and then retest?

Debbie

[Lesson7]

Thank you Debbie - I’ve updated my info!

[Debbie-TalkTalk]

Hi Lesson7

Please can you update your Community Profile to include your name and TalkTalk landline number, I can then take a look at this for you.

Thanks