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WiFi connected, but no internet

Hi there, about 6 months ago we had problems with our WiFi and we received boosters and was told that our area would be getting fixed within a month or two.

We finally got a text after about 5 months, saying that our area would be getting an upgrade so that we are getting the best out of our WiFi box.

A few days after being told our area had been upgraded, the WiFi stopped working altogether. We are now getting a WiFi signal to all our divides but we are unable to use the WiFi as if it says in orange text “no internet connection”.

I have been trying to sort the issue out for weeks now but I keep going round in circles and being told that the phone lines are down due to Covid.

Both of my parents are key workers and when they are not at work they rely on the internet to do there job and currently it is very difficult to do that.

I would appreciate if someone could help me to try and get me in contact with a real person instead of talking to robot saying the same thing over and over.

thank you

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Alessandro Volta
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Message 2 of 10
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Re: WiFi connected, but no internet

What speeds do you get at >> speedtest.net << with a direct connection using a Cat 5E or better cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Message 3 of 10
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Re: WiFi connected, but no internet

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting your district. Be aware that it isn't a manned line.

Go round all the accessible internal and external co-ax connections and ensure that they are finger tight.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Re: WiFi connected, but no internet

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a 'Live Link' to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Re: WiFi connected, but no internet

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.

Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Alessandro Volta
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Re: WiFi connected, but no internet

Does a wired connection work?


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Message 7 of 10
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Re: WiFi connected, but no internet

Yes it does. I have my booster connected to the PlayStation via Ethernet cable and that works fine. But as soon as I take the cable out the PlayStation has no connection 

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Alessandro Volta
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Message 8 of 10
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Re: WiFi connected, but no internet


@Timpay wrote:

Yes it does. I have my booster connected to the PlayStation via Ethernet cable and that works fine. But as soon as I take the cable out the PlayStation has no connection 


Then it’s either the booster or the network settings on the PS


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Message 9 of 10
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Re: WiFi connected, but no internet

I take 5 steps away from the main WiFi box and lose connection. I think it may be the WiFi box. I just want an engineer to the house so I can be told what the problem is to get it fixed. But I can’t find anyway of contacting anyone or booking an engineer 

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Alessandro Volta
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Message 10 of 10
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Re: WiFi connected, but no internet

Engineers won’t come out for Wi-Fi problems since they’re not covered under the speed or connectivity guarantee.


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