Ethernet problem.

[RossM]

I hope some kind person can give any helpful input on this. 

No ethernet connection or wifi on my pc now at all but my wife still has working wifi on her laptop.

Tried all the usual stuff like flushing the DNS,reinstalling the network adapter and resetting the router but to no avail. Windows is saying everything is ok at that end and suggests the problem is with the router.

So,is it possible for an ethernet problem to arise in the router while the wifi still works ?

My problem is that my wife won`t let me use her laptop as it set up for her work which means I can`t now watch daft cat videos all day long .

Any help appreciated.

[Mandisa-TT]

Thanks @RossM I have received your message with the requested details. I will now proceed with processing the order and will respond to you shortly in a private message. I will close this conversation. 

[RossM]

Responded to your pm with my details Kanya.

Thank you.

[kanya-TT]

We are still waiting for your reply, @RossM. 

Kanya

[KeithFrench]

Hi @Mandisa-TT 

You're very welcome.

[Mandisa-TT]

@KeithFrench I want to take a moment to thank you your insight is greatly appreciated. 

@RossM I hope this message finds you well. I want to sincerely apologize for the late reply regarding the issues you’ve been experiencing with your PC.
To resolve this matter, we will be sending you a new router based on Keith's conclusion, which is expected to arrive within 2-3 working days. Once you receive the router, please inform us if it resolves the issue you’ve been experiencing.

Thank you for your patience and understanding. If you have any further questions or concerns in the meantime, please don’t hesitate to reach out. I have sent you a private message to confirm the delivery details and process this for you.

[Lorrainef]

Thanks Keith and everyone, I've now asked the team to pick this one up asap.

[KeithFrench]

Hi @Lorrainef @Nicolene-TT 

Could someone please pick up this thread? It has been waiting since the weekend. Thanks.

[KeithFrench]

You're very welcome @RossM 

[RossM]

I`d just like to express my gratitude to Keith French for all his help in diagnosing this.. I was at my wits end with it for a few days before he stepped in. Many thanks !

[KeithFrench]

I have done extensive diagnostics with the customer today and have conclusively proved that the DNS server is not responding in the router. The customer has rebooted it multiple times as well as performing a factory reset. Therefore the router is faulty, please can it be replaced

Thanks.

[KeithFrench]

The model number is on the label attached to the router, behind the plastic pull-up panel. However, I would think that you have the FAST5364 or 5464, but none of that really matters at the moment.

If you can't even ping the DNS server in the router, it sounds like that one is at fault. I assume that you have tried rebooting it. What about a factory reset of its configuration?

[KeithFrench]

You have a DNS issue, which also explains why you have internet access over VPN, as you are probably connecting to the VPN server via its IP address. 

Is it the DNS server in the router or the network DNS server that the router uses (normally TalkTalk ones)? You can try two pings to prove it:-

ping 192.168.1.1 (I bet that works OK)

ping 79.79.79.79 (TalkTalk's network DNS server)

I would change the network DNS server to Google DNS. What make/model of router do you have & I will tell you how to change it.

[RossM]

Sent just now....

[KeithFrench]

Hi @RossM 

I have not received any PMs? 

Hi @fr8ys could you send them on to me?

[fr8ys]

@RossM did you send them to @KeithFrench as i have been sent them?

[RossM]

Morning Keith,

I have pmd you a screenshot as requested.Current state of play is no ethernet or wifi access via router but can get online via wifi if using Mullvad vpn strangely. No rush for a response so enjoy your weekend.

Ross.

[KeithFrench]

Hi @RossM 

@fr8ys has asked me to help. Don't buy a new PC, it is a fault that needs fixing.

With an Ethernet cable connected. Go to the command prompt and issue the command:-

Ipconfig /all

Please post the output from this command either here or in a PM to me to preserve your privacy.

[RossM]

Ok. Keep getting "no internet access" but have just conne cted via wifi dongle using Mullvad vpn for some strange reason. So,the problem is my end somewhere.

Thank you for all your help !

[fr8ys]

@RossM ok. Let us know how you get on.

Just a thought, but as it's a works laptop, she is connected via your router and not using a data connection the nhs may have installed on her device?

[RossM]

Have a spare Netgear router but it is ancient and I'm loathe to do anything that may interfere with my wifes nhs laptop. Will ask my neighbour to see if I can connect the pc to his network this evening.

Having a break from it all to watch the Tour de France now for respite 🙂