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DavidBull
Contributor
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Message 31 of 55

Re: Catastrophic Customer Service - can anyone help me?

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@JohnC2 - neither router works... I've run the Windows diagnostic and it says "wireless network connection doesn't have a valid IP configuration"

Does that help?
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 32 of 55

Re: Catastrophic Customer Service - can anyone help me?

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The message you are seeing has a number of causes, many of which are due to the way the DHCP request goes out.

This is a particular problem with Sony laptops.

 

Try the following on the wireless connection properties.

 

Select Start

  • In the Start Search field type ncpa.cpl and press the Enter key on your keyboard.
  • In the new window, right-click on your Wireless Network Connection and select Properties.
  • In the This connection uses the following items section, remove the tick beside (i.e. disable) Internet Protocol Version 6 (TCP/IPv6) and then press OK.

Left click on Internet Protocol IPV4, click on properties. Check the options to obtain IP address and DNS Server address automatically.

 

If that fails make the connection to the home hub using an Ethernet cable, and see if that helps.

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DavidBull
Contributor
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Message 33 of 55

Re: Catastrophic Customer Service - can anyone help me?

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Thanks everyone for your time and advice. Broadband restored today after 33 days down... Really appreciate this forum and will be recommending it to others!
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DavidBull
Contributor
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Message 34 of 55

Re: Catastrophic Customer Service - can anyone help me?

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Hi @JohnC2

Sorry I missed you – I am around now if you are still free to talk. Tuesday is quite a busy day for me so it might be hard to find time then…

Dave
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BigD
Contributor
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Message 35 of 55

Re: Catastrophic Customer Service - can anyone help me?

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Hi DavidBull,

I gather your problem has now been resolved - excellent news.

***edited by Mod***

 

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BigD
Contributor
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Message 36 of 55

Re: Catastrophic Customer Service - can anyone help me?

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Can't understand why the BTCare mod edited my response, all I was doing was providing alternative contact details to help customers in need!

#justtryingtohelp

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jac_95
Guru
Guru
667 Views
Message 37 of 55

Re: Catastrophic Customer Service - can anyone help me?

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@BigD,

Please see this post https://community.bt.com/t5/Announcements-Guides-Community/Community-Update-contacting-senior-manage...

As you can see, giving senior management details out defeats the purpose of this forum, the values along with the support processes and mechanisms in place.

jac_95 | BT.com Help Site | BT Service Status
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BigD
Contributor
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Message 38 of 55

Re: Catastrophic Customer Service - can anyone help me?

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see pm

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JohnC2
Moderator
Moderator
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Message 39 of 55

Re: Catastrophic Customer Service - can anyone help me?

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Hi @DavidBull I tried to call you there now but didn't reach you. Sorry I could not get back in touch any earlier after your post.

 

Are you free tomorrow and can I give you a call then? or alternatively move the call back to Wednesday.

 

Cheers

John

 

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john46
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Message 40 of 55

Re: Catastrophic Customer Service - can anyone help me?

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