Network connection issue specific to my PC

[Complex]

After suffering problems like this weekly in the noughties, I think this is the first time in a decade that i've had a problem like this that isn't an easy fix. I am running Windows 7:

- Home network served by a BT smarthub router
- The router is receiving internet
- I can connect my PC to the router via wifi, though 'no internet access' is shown on my PC
- Every other device in the house can both connect to the wifi and receive internet through it without issue
- This started last evening when the router temporarily went down, then up again, every other device reconnected fine, whereas my PC reconnected but is not receiving an internet connection through the wifi.

I have tried:

- Turning off the router and my PC for 10 mins, then reconnecting
- Forgetting the network, then reconnecting
- Updating the drivers on my PC's wireless adaptor
- Disabling then re-enabling my wireless adaptor
- Uninstalling then reinstalling my wireless adaptor
- Running the Windows network troubleshoot tool
- Checked TCP/IP settings to make sure IP address and DNS server address are retrieved automatically
- Reset TCP/IP stack via the Windows tool

Also worth noting than my PC can connect to my phone's 4G hotspot completely fine and receive/use the internet through it.

Very grateful for any suggestions because I really have no idea what to do or try now. I haven't had a problem like this in a very long time, so may well be missing something. Thank you in advance

[Jakeztx]

You have done a good chunk of troubleshooting yourself there so not much more advice to be given... However -

When connected, what IP does the router assign to your PC? (Open Command prompt and type ipconfig)

Make sure that IP is not conflicting with anything else on your network that has manually assigned itself an IP (One of our Sonos speakers insisted it wanted an IP that was already in use)

Try in command prompt "ipconfig /flushdns"

Try in command prompt "ipconfig /renew"

Check again what IP you have been assigned.

Let us know!

[Gary C]

I would do a hard reset on the router to ensure there are no conflicting reserved IP addresses or something daft like that.

Its possibly seeing the PC's wifi adapter MAC address and doing somthing odd with it.

Try a hard wired connection as a test as well (different MAC address with then be used)

[Complex]

Unsure which is relevant but:

IPv4 address “192.168.0.113”
And the IP shown at the bottom of the list: “192.168.0.254”

I tried both of those commands and no luck. Thank you for the advice anyway!

I will try a hard wired connection... a lot of heavy lifting to do to get the PC near the router. Will let you know, thanks

[Jakeztx]

Complex said:

Unsure which is relevant but:

IPv4 address “192.168.0.113”
And the IP shown at the bottom of the list: “192.168.0.254”

I tried both of those commands and no luck. Thank you for the advice anyway!

Cool, are you able to get to the admin page on the router?

Have a look and make sure only one instance of 192.168.0.113 exists on there

Another thing to do in command prompt is "ping 8.8.8.8 -t"

It will then indefinitely try and make a ping (ICMP) request to Google, and this will reveal whether the issue is with your routing or just HTTP requests. It should come back with some numbers or with "Request Timed Out"

[Gary C]

Jakeztx said:

Complex said:

Unsure which is relevant but:

IPv4 address “192.168.0.113”
And the IP shown at the bottom of the list: “192.168.0.254”

I tried both of those commands and no luck. Thank you for the advice anyway!

Cool, are you able to get to the admin page on the router?

Have a look and make sure only one instance of 192.168.0.113 exists on there

Another thing to do in command prompt is "ping 8.8.8.8 -t"

It will then indefinitely try and make a ping (ICMP) request to Google, and this will reveal whether the issue is with your routing or just HTTP requests. It should come back with some numbers or with "Request Timed Out"

Jake, would you think thats an odd subnet for a BT router ?, normally I've 192.168.1.### rather than 192.168.0.## ?

Complex, type into the browser address bar, 192,168.0.254 and see if the web page of the router appears

And on another device, see what its address is (how will depend on what it is)

But I would still do a hardware reset of the router (should be a 'reset' button or pin hole, what version of router is it ?)

Edited by Gary C on Tuesday 6th August 13:09

[Jakeztx]

Gary C said:

Jake, would you think thats an odd subnet for a BT router ?, normally I've 192.168.1.### rather than 192.168.0.## ?

Complex, type into the browser address bar, 192,168.0.254 and see if the web page of the router appears

Good point, Odd certainly if no one has tinkered with the router's config.

Not unheard of though... Some run X.X.0.X so it doesnt clash when on a Work VPN etc.

[Gary C]

Jakeztx said:

Gary C said:

Jake, would you think thats an odd subnet for a BT router ?, normally I've 192.168.1.### rather than 192.168.0.## ?

Complex, type into the browser address bar, 192,168.0.254 and see if the web page of the router appears

Good point, Odd certainly if no one has tinkered with the router's config.

Not unheard of though... Some run X.X.0.X so it doesnt clash when on a Work VPN etc.

True, but it seems this is a simple home install ?

Complex, is this a basic, home internet and wifi, with a router coming through the post ?, or has someone done a more 'custom' install for you to work with some more unusual equipment ?

and you can check your router type here http://bt.custhelp.com/app/answers/detail/a_id/519...

[Gary C]

Also, help can be got here

https://community.bt.com/t5/Announcements-Guides-C...

There are some good, experienced people on there and also some BT engineers who can (and do) sort problems out when the 'customer services' of BT fail.

[Complex]

Thanks for all the replies.

Update:

I have done a hard reset of my router and have accessed the smart hub menu through my phone.

Under the 2.4ghz frequency (I think it’s only your Firesticks that use 5ghz):

The one address which I’m presuming by process of elimination to be my PC, is showing as “192.168.1.68 (static)”

All other devices have DHCP rather than ‘static’...

It’s a standard home network, not a bespoke installation bar the fact we have a WiFi extender, that’s it.

[Gary C]

Complex said:

Thanks for all the replies.

Update:

I have done a hard reset of my router and have accessed the smart hub menu through my phone.

Under the 2.4ghz frequency (I think it’s only your Firesticks that use 5ghz):

The one address which I’m presuming by process of elimination to be my PC, is showing as “192.168.1.68 (static)”

All other devices have DHCP rather than ‘static’...

It’s a standard home network, not a bespoke installation bar the fact we have a WiFi extender, that’s it.

Ok, we are starting to see the problem.

Your PC thinks its on the network 192.168.0.### and the router is working on the network 192.168.1.###.

As its showing a static address (even if it isnt the PC), I doubt you have successfully hard reset your router, what model is it ?

[Gary C]

also, if you go to network status (right click on the wifi icon until you can get to the properties)



Then check properties on IPV4 item and ensure its set to auto

[Complex]

It’s a BT Smart Hub (2nd column on the link posted above)

[MacW]

Turn off the wi-fi extender to eliminate any unnecessary complexity.

[Gary C]

Complex said:

It’s a BT Smart Hub (2nd column on the link posted above)

How to reset a BT Smart Hub or Ultrafast Smart Hub
Find the recessed "Factory Reset" pinhole button on the back of your Hub.
Using a paper clip or similar press the button and hold for 20 seconds. Your Hub lights will go out and your Hub will restart.
Wait a few minutes for the Hub lights to settle.

[anonymous-user]

Gary C said:

Complex said:

Thanks for all the replies.

Update:

I have done a hard reset of my router and have accessed the smart hub menu through my phone.

Under the 2.4ghz frequency (I think it’s only your Firesticks that use 5ghz):

The one address which I’m presuming by process of elimination to be my PC, is showing as “192.168.1.68 (static)”

All other devices have DHCP rather than ‘static’...

It’s a standard home network, not a bespoke installation bar the fact we have a WiFi extender, that’s it.

Ok, we are starting to see the problem.

Your PC thinks its on the network 192.168.0.### and the router is working on the network 192.168.1.###.

As its showing a static address (even if it isnt the PC), I doubt you have successfully hard reset your router, what model is it ?

To me the static address would imply that it's the pc that's set up to a static address, so resetting the router won't fix it, the network settings in the of need resetting the dhcp

[Gary C]

keirik said:

To me the static address would imply that it's the pc that's set up to a static address, so resetting the router won't fix it, the network settings in the of need resetting the dhcp

True, I am thinking reserved, which is a router function.

in which case, check the properties on the PC's wifi IPV4 connection as I posted above and ensure its set to auto

But its probably worthwhile getting back to basics

[Complex]

GaryC - have just confirmed the properties under IPv4 are as you set out in your post. This was done in my initial troubleshooting too. They are set to ‘obtain up address automatically’ / ‘obtain DNS server address automatically’

[Complex]

I did a hard reset of my router (held the pin in for 20 secs and let it slowly reboot) when first suggested above. No change.

[Gary C]

Complex said:

GaryC - have just confirmed the properties under IPv4 are as you set out in your post. This was done in my initial troubleshooting too. They are set to ‘obtain up address automatically’ / ‘obtain DNS server address automatically’

Hum, odd

So to review

The smarthub is accessable from a phone and the router appears to be handing out IP addresses in the range 192.168.1.### which is normal

The PC seems to think it has a IP address of 192.168.0.###

This will cause problems.

Ok, try this.

Go to the IPV4 settings

Click use the following IP address

enter

DNS 192.168.1.### where ### is a number not seen on your routers list of devices
subnet mask 255.255.255.0
Default gate way -- this needs to be the address of your router that you used to connect via your phone, probably 192.168.1.254
then
prefered DNS server 192.168.1.254 (or as the one above)

click ok and close the properties and see what that does.

I would then try the BT forum for more expert help as I need to go to bed as Im on nights tonight