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No internet connection

celestynek
First Timer
Message 6 of 6

Hi

So basically I don't have access to the Internet, I've already report that problem to helpdesk by live chat but I decided to put more details here and some steps that I have made. 

I moved to the new location 2 weeks ago and for the 1st week everything was fine until something went wrong last Saturday. 

I already set up router to factory settings and noticed that router has some problems with the vlan 36 according to the logs.

 

10.02.2017 06:13:36

Error

DHCPC

The WAN DHCP client process has failed on Vlan 36

10.02.2017 06:13:21

Info

SYS

Modem login was successful

10.02.2017 06:12:14

Error

DHCPC

The WAN DHCP client process has failed on Vlan 36

10.02.2017 06:10:52

Error

DHCPC

The WAN DHCP client process has failed on Vlan 36

10.02.2017 06:09:30

Error

DHCPC

The WAN DHCP client process has failed on Vlan 36

10.02.2017 06:08:07

Info

XDSL

VDSL connectivity is up port 1

10.02.2017 06:08:07

Info

WIFI

Channel: (44/40) Channel Hopping initiated/Manually initiated

10.02.2017 06:08:07

Info

DHCPC

The WAN DHCP client process has successfully been launched on Vlan 36

10.02.2017 06:08:00

Info

WIFI

Channel: (11/1) Channel Hopping initiated/Manually initiated

01.01.2013 00:00:31

Info

WIFI

Channel: (1/11) Channel Hopping initiated/Manually initiated

01.01.2013 00:00:29

Info

WIFI

Channel: (40/44) Channel Hopping initiated/Manually initiated

01.01.2013 00:00:27

Info

WIFI

Channel: (36/40) Channel Hopping initiated/Manually initiated

01.01.2013 00:00:27

Info

WIFI

WLAN password has been changed (TALKTALK4C03B9).

01.01.2013 00:00:27

Info

WIFI

WiFi security settings have been successfully saved

01.01.2013 00:00:27

Info

WIFI

WLAN password has been changed (TALKTALK4C03B9).

01.01.2013 00:00:27

Info

WIFI

WiFi security settings have been successfully saved

01.01.2013 00:00:25

Info

UPNP

UPnP functionality has been activated

01.01.2013 00:00:23

Info

LETH

An Ethernet port is now connected (2/100/FULL)

01.01.2013 00:00:19

Info

DHCPS

The LAN DHCP Server is active

01.01.2013 00:00:19

Info

DNS

DNS name resolution is now active

 

so my router doesn't get ip address from DHCP server 

 

 

Local IPv4 Address

192.168.1.1

Local Subnet Mask

255.255.255.0

Local Ethernet Mac address

78:65:59:4C:03:B9

Public IPv4 Address

-

Public Subnet Mask

-

ipv4Duration

00h02m21s

Default Gateway

-

Primary DNS Server

-

SecondaryDNSServer

-

ipVersion

IPv4/IPv6

NAT

DISABLED

 

but the telephone line sems to be fine 

 

Line 1

 

Status

UP

Connection Time

00h15m37s

Link Status

UP

Standard

VDSL2 (G_993_2_ANNEX_ B)

Line Encoding

DMT

Link Encapsulation

ATM (G_992_3_ANNEX_ K_ATM)

 

 

Line 1

 

Downstream

Upstream

Actual Rate [Kbps]

39970

9995

Maximum Rate [Kbps]

66037

9995

Noise Margin [dB]

13.70

13.40

Attenuation [dB]

11.50

0.00

Power [dBm]

-6.80

-6.90

 

I already disconnected my router from power supply few times for over an hour - nothing changed

I also checked 3 filters that I have and every time get the same result. 

I also tried connecting my router to the different socket but result every time is the same.

Aby suggestions?

0 Likes
5 REPLIES 5

Message 1 of 6

Hi celestynek

 

Thanks for keeping us updated. Please let us know if you do experience any further issues.

 

Debbie 🙂

Message 2 of 6

@Karl-TalkTalk 

Thanks for your help and quick response. To make sure I rebooted my router twice yesterday and everything works fine !

Thanks again!

Karl-TalkTalk
Support Team
Message 3 of 6

Hi @celestynek

 

Can you retest and let me know if it is working now.  We are showing an IP has been issued.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

Karl-TalkTalk
Support Team
Message 4 of 6

Hi celestynek

 

All the usual line tests are clear, but I'm getting a domain error when checking the authentication of your circuit.

 

I've passed this to networks to take a look.  I'll let you know as soon as they get back to me.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

0 Likes

KeithFrench
Community Star
Message 5 of 6

I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
TalkTalk support and Community Stars - Who are they?