This topic

No internet on laptops

El-Gringo — Sat, 22 Oct 2022 18:21:17 GMT

So, I go on holiday & halfway through, 2 of my 5 internet ring cameras & my Ring chime booster stop transmitting data to my phone App. I get home & then find that neither of our 2 laptops will connect to the internet; shows connected to the internet but with no internet access!

Our 2 phones & tablets (Android & Apple) have still connected automatically with no problem; I'm posting this plea for help through my phone's internet access! Re-booted the laptops several times, tried rebooting the hub several times & trouble shooting the network connection, but laptops still only show "connected with no internet access"; I'm reasonably tech savvy but never had this problem before, what's going on?

Forgot to add I'm on full fibre.

Just discovered Smart TV's not connected either!

Re: No internet on laptops

Les-Gibson — Sat, 22 Oct 2022 19:00:22 GMT

Did your hub update while you were away and is the "Full Fibre (FTTP) Mode" switch in the ON position?

What colour is the light on the front of the hub and which lights are lit on the ONT

Re: No internet on laptops

El-Gringo — Sat, 22 Oct 2022 20:54:26 GMT

Thanks for your response & this is just a quick reply for now as I've been travelling since 3:30 & need to go to bed now!

Did your hub update while you were away: - No idea; hub has certainly rebooted & it obviously did something else which has caused 30% of my remote access internet devices to go "off line" . This is usually easy to rectify but so far, my Ring cameras, Smart TV & Sonos don't want to know; I haven't spent too much time trying to sort those out as my biggest problem now is our mainstream laptop connections!

Is the "Full Fibre (FTTP) Mode" switch in the ON position? : - No idea, how do I check? Is this on the ONT? Presumably it must have been. Will have to look at this tomorrow after some sleep!

What colour is the light on the front of the hub; blue/blue so hub is connected - phones & tablets are all connecting through the hub OK & still working, so it's just laptops & other peripheral devices that won't play.

and which lights are lit on the ONT: Power on (obviously) - PON is on; LAN transmission flashing - as I would expect as data still getting through to phones & tablets!

Re: No internet on laptops

El-Gringo — Sun, 23 Oct 2022 09:47:05 GMT

Did a factory reset which has solved the problem so, presumably, the problem was caused by an update! But what's to stop this happening again once BT realise my hub is not operating on their latest software? Don't really want or need 50% of my internet devices going dumb every time they update!

Re: No internet on laptops

Anonymous — Sun, 23 Oct 2022 09:53:03 GMT

A Hub reset isn't a factory reset, it simply resets all settings to default, so firmware is unaffected.

Re: No internet on laptops

El-Gringo — Sun, 23 Oct 2022 10:31:36 GMT

OK thanks; but is this likely to happen again the next time BT update their software?

Re: No internet on laptops

Anonymous — Sun, 23 Oct 2022 11:03:27 GMT

I have no crystal ball. But given these forums weren't awash with similar complaints, it seems very much like an individual glitch.

If you're that concerned & not using DV, maybe consider buying your own router that you have more control over.

Re: No internet on laptops

gg30340 — Sun, 23 Oct 2022 11:18:57 GMT

For info.

A factory reset does not roll back any updates. When you factory reset the hub it retains the latest firmware that was installed in the Smarthub.

It only restores all the user setting to their default values and changes passwords back to the ones the hub came with.

Re: No internet on laptops

Pablo1979 — Mon, 24 Oct 2022 09:26:12 GMT

I’ve had the same issue recently. Will also try factory reset but would be interested to hear if your problems persist. Thanks for posting your question- you beat me to it!

Re: No internet on laptops

El-Gringo — Mon, 24 Oct 2022 10:01:41 GMT

I'll post back on this thread if it happens again.

Re: No internet on laptops

Pablo1979 — Thu, 27 Oct 2022 09:30:11 GMT

I’m still getting intermittent connection problems to our Wi-Fi from my work laptop, and so is my other half. Managed to connect for work via Bt hotspot, but can’t see why I can’t connect through our Wi-Fi.

Logged on to my hub settings and can see my laptop is on there but showing as offline. I’m checking with IT at work whether the settings look correct but suspect they will say the problem is with my Wi-Fi rather than their device. I could remove the device and try to reconnect afresh…

Any ideas on what to do?

thanks…

Re: No internet on laptops

stevebrass — Thu, 27 Oct 2022 09:51:17 GMT

Try changing Wi-Fi mode on the hub. It defaults to mode 1 - try mode 2.

Re: No internet on laptops

Pablo1979 — Thu, 27 Oct 2022 12:30:24 GMT

Looks to have worked so far-will try other devices and confirm.

Thanks so much for your help!

Re: No internet on laptops

El-Gringo — Thu, 27 Oct 2022 14:12:25 GMT

Be aware; We have 2, new digital BT phones but resetting the hub meant I had to re-assign the phones to the hub but this seems to have erased our phone numbers directories so will have to re-enter them all again. A real PITA & this should not happen IMO!

On the positive side, all our internet devices are now connected & everything appears to be stable.

Re: No internet on laptops

gg30340 — Thu, 27 Oct 2022 14:25:00 GMT

I don't know if the contacts are included in this but you could have carried out a back up of your hub's settings in the hub management pages and then restored the backup after the reset which if they are included would have restored them.

If the original problem resurfaced after restoring the back you could simply do another factory reset.

Re: No internet on laptops

Anonymous — Thu, 27 Oct 2022 14:56:25 GMT

@gg30340 @El-Gringo

There's a separate backup for contacts in the phone section of the SH2.

Re: No internet on laptops

Irish-Lynda — Thu, 27 Oct 2022 20:03:25 GMT

If your ring stuff etc connects using 2.4GHz, you may want to turn off 5GHz until everything reconnects and then turn 5GHz back on.

Re: No internet on laptops

Les-Gibson — Fri, 28 Oct 2022 08:31:02 GMT

@Pablo1979wrote:
I’m still getting intermittent connection problems to our Wi-Fi from my work laptop, and so is my other half. Managed to connect for work via Bt hotspot, but can’t see why I can’t connect through our Wi-Fi.
Logged on to my hub settings and can see my laptop is on there but showing as offline. I’m checking with IT at work whether the settings look correct but suspect they will say the problem is with my Wi-Fi rather than their device. I could remove the device and try to reconnect afresh…

Any ideas on what to do?
thanks…

Check that your laptop is set for either DHCP addressing or a static address in the range of 192.168.1. (1 - 253) and, if static, that that address doesn't conflict with any other devices on your network.
A static IP of 10.xxx.xxx.xxx works fine on a typical company network but is useless on the typical home network

Re: No internet on laptops

El-Gringo — Fri, 28 Oct 2022 09:15:05 GMT

Sorry, can you explain what the "phone section of the SH2" is & how I can access it please?

Re: No internet on laptops

Anonymous — Fri, 28 Oct 2022 12:49:58 GMT

@El-Gringowrote:
Sorry, can you explain what the "phone section of the SH2" is & how I can access it please?

I don't own one so can't be specific, but there's a Phone tab/icon on the home screen of the SH2 web interface at 192.168.1.254.