Forum Discussion

gsh68's avatar
gsh68
Joining in
5 months ago

PC suddenly will not connect to internet either via ethernet or wifi

(When referring to being able to connect to wifi or ethernet I mean connect and use the internet via that method)

Started yesterday afternoon with broadband just going down completely. I tried rebooting the pc, unplugging the hub and hard reset of the hub and nothing worked.

My pc will connect to the internet via a wifi hotspot on my phone or via mifi device no problem, so I know the wifi card is working ok.

Waited ages for CS to answer and while going through the same process with them yet again (running up and down the stairs) the wifi for my smart tv and firestick started working again. However the ethernet and wifi for my pc were still out. My phone also connected to VM wifi no problem. However pc still unable to access internet on either connection.

Finally did yet another hard reset as requested by CS which cut us off (wonderful digital landline) and she did not ring me back. Great customer service. This hard reset knocked out the wifi connection to all devices again.

I rang back and went through the explanation with another CS agent who came back and said he had discovered an intermittent issue and it would be monitored for 24 hrs before deciding if an engineer call out was required.

Doing a service check sometimes got the same message, but most of the time got an "everything is fine" response.

Had to use the personal wifi hotspot for most of the evening but later the firestick wifi started working again.

This morning the pc was also able to connect via wifi but not via ethernet. Wanting to have the wired connection I rebooted the pc hoping this would work, only for it to once again not be able to connect with either ethernet or wifi.

It has remained the same all day.

I got the text this afternoon from VM saying they'd been monitoring and there was no problem found.

Everything remains the same now. My smart tv seems to be running normal speed over wifi as does my phone.

My pc will not provide internet via either wifi or ethernet. My pc connects to any other wifi connections' internet without issue.

I've just tried to connect a Samsung tablet which hasn't been switched on for a few days and the internet is timing out.*

Doing a service check on the VM website just now shows no issues found.

However there is very obviously an issue.

I checked the hub settings (hub 3) and there are no paused devices or anything showing which might be an issue.

*While typing up this message the Samsung tablet suddenly started working on the VM wifi but then 30 seconds later started timing out again.

Does this sound like I need a new hub?

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    5 months ago

    How did you check the Hub settings? Did you use the Hubs admin console and look at the MAC filtering for any devices that are blocked?

    • gsh68's avatar
      gsh68
      Joining in
      5 months ago

      Yes, did this on my phone  - nothing showing as blocked.

    • gsh68's avatar
      gsh68
      Joining in
      5 months ago

      Using VM ethernet:

      Pinging 1.1.1.1 with 32 bytes of data:
      Destination host unreachable.
      Destination host unreachable.
      Destination host unreachable.
      Destination host unreachable.

      Ping statistics for 1.1.1.1:
      Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

      C:\Windows\System32>Pinging 1.1.1.1 with 32 bytes of data:
      'Pinging' is not recognized as an internal or external command,
      operable program or batch file.

      Using VM wifi

      C:\Windows\System32>ping 1.1.1.1

      Pinging 1.1.1.1 with 32 bytes of data:
      PING: transmit failed. General failure.
      PING: transmit failed. General failure.
      PING: transmit failed. General failure.
      PING: transmit failed. General failure.

      Ping statistics for 1.1.1.1:
      Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

       

    • gsh68's avatar
      gsh68
      Joining in
      5 months ago

      Do I need to censor any of the info?

      This morning still cannot connect the pc. Checking the hub admin I can't access the Mac filtering details now - just continually get the overview page.

      The Samsung tab has connected and is accessing the internet again, but at c.1/10 my regular dl speed (ookla - c 30Mbps)) Running ookla on my phone I get c.140Mbps. My broadband is 300Mbs.

      New development - my Hive hub is connected via ethernet and is working - I made an adjustment via the app on my pc and the heating started up.

      Checking the service status still shows no issues.

  • Client62's avatar
    Client62
    Alessandro Volta
    5 months ago

    Some one in your home use the Connect app and perhaps paused your PC in error ?

    Please share the IP detail for the PC when it is connected to the VM Hub by Wi-Fi and again by Network cable.

    IP Address 
    Gateway
    MASK
    DNS 1
    DNS 2

    • gsh68's avatar
      gsh68
      Joining in
      5 months ago

      I live alone and don't use the Connect app.

      How do I get those details?

    • gsh68's avatar
      gsh68
      Joining in
      5 months ago

      Is this what you asked for?

      Ethernet

      Link-local IPv6 Address . . . . . : fe80::ca33:c774:47da:e773%15(Preferred)
      Autoconfiguration IPv4 Address. . : 169.254.97.141(Preferred)
      Subnet Mask . . . . . . . . . . . : 255.255.0.0
      Default Gateway . . . . . . . . . :

      DNS Servers . . . . . . . . . . . : fec0:0:0:ffff::1%1
      fec0:0:0:ffff::2%1
      fec0:0:0:ffff::3%1

      Wifi

      Link-local IPv6 Address . . . . . : fe80::ca17:2551:ff91:77e1%7(Preferred)
      Autoconfiguration IPv4 Address. . : 169.254.255.232(Preferred)
      Subnet Mask . . . . . . . . . . . : 255.255.0.0
      Default Gateway . . . . . . . . . :
      DNS Servers . . . . . . . . . . . : fec0:0:0:ffff::1%1
      fec0:0:0:ffff::2%1
      fec0:0:0:ffff::3%1

  • gsh68's avatar
    gsh68
    Joining in
    5 months ago

    Made the mistake of turning off the phone wifi and now it cannot access the internet via VM wifi connecting via the hub.

    I have a wifi extender for an outside security camera, and that is still connected to the internet so I have connected the phone to that. Connection is extremely slow.

    So some devices can connect to internet via wifi but may not reconnect if disconnected.

    Download speeds varies wildly between devices.

    PC will not connect by either wifi or ethernet.

    Nothing was changed on my hub settings prior to this issue starting.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    5 months ago

    Seems you can't DHCP maybe hub is bad.

    You can add a static IP in windows like 192.168.0.77 subnet 255.255.255.0 gateway 192.168.0.1 DNS 194.168.4.100 and 194.168.8.100 

  • Client62's avatar
    Client62
    Alessandro Volta
    5 months ago

    Sounds like VM are as a stupid about asking a customer on a Hub hosted landline to reboot the VM Hub as Talk Talk are about asking their customers to remove the BT faceplates mid support call ... makes it easy to instantly close the call with customer hung up on me.

    "Autoconfiguration IPv4 Address. . : 169.254.97.141(Preferred)"

    This is what we see when a Windows computer has failed to get a DHCP response and has allocated a default IP
    ( an IP that does not result in a working connection ).

    When you look at the VM Hub 3 does it have a white bar as the only LED showing, indicating it is online ?

    if you can login to the Hub 3 menu, check if the DHCP server is enabled this is at  :

    ( Hub 3 menu ) >>> Advanced settings >>> DHCP

    Our ( working ) Hub 3 settings look like this screen shot ...

     






    • gsh68's avatar
      gsh68
      Joining in
      5 months ago
      Client62 wrote:

      When you look at the VM Hub 3 does it have a white bar as the only LED showing, indicating it is online ?

      Yes, just a static white bar.

      if you can login to the Hub 3 menu, check if the DHCP server is enabled this is at  :

      ( Hub 3 menu ) >>> Advanced settings >>> DHCP

      Our ( working ) Hub 3 settings look like this screen shot ...

      Mine looks exactly the same.

  • Client62's avatar
    Client62
    Alessandro Volta
    5 months ago

    Your computer looks like it does not make contact with or get a response from the VM Hub.

    To loose both Wi-Fi and Ethernet connections on my laptop I'd have to select Airline mode.

  • gsh68's avatar
    gsh68
    Joining in
    5 months ago

    No, airline/flight mode is not on.

    So does it sound like the hub may be bad? Bearing in mind 1.that even with other devices that do/can connect to the internet they have varying speeds and don't always get internet access, 2. the pc settings were not changed before this issue?