topic Re: Device not receiving internet in My Router

Device not receiving internet

Gavin_81 — Thu, 03 Oct 2024 20:57:43 GMT

Hi - has anyone had problems with a specific device not accessing internet despite being paired to the router? I have a work Microsoft surface pro and one day it has just stopped receiving any internet. All other devices in the household are fine? Thanks

Re: Device not receiving internet

jab1 — Thu, 03 Oct 2024 21:10:22 GMT

@Gavin_81 When you say 'not receiving internet, can you be a little more specific? I assume from what you say, you WFH - is it possible to get your IT guys to check the machine?

Re: Device not receiving internet

corringham — Sat, 05 Oct 2024 09:56:03 GMT

Quite often devices report "no internet" when they lose DNS resolution for any reason. If you "ping" an address such as 1.1.1.1 and you get a response then your device does have internet, even if pinging say news.bbc.co.uk fails.

A common reason for a WiFi device to lose DNS is if it tries to use IPv6 (the Plusnet router's don't handle that well), so it is worth checking IPv6 is disabled.

Re: Device not receiving internet

Gavin_81 — Mon, 07 Oct 2024 20:50:02 GMT

Thanks - yes work device - it connects to the network at home but says ‘no internet’. Work IT say it is a plus net issue as I can get WiFi at the office, tether from
My phone etc etc without issue.

Re: Device not receiving internet

Gavin_81 — Mon, 07 Oct 2024 20:53:04 GMT

Thanks - I looked into this and IPv4 and IPv6 were disabled? Obviously I’m limited to what settings I can change as it’s a work device. However WiFi is working on other networks, just home network where it is connected but not picking up internet 😕

Re: Device not receiving internet

jab1 — Mon, 07 Oct 2024 20:55:53 GMT

@Gavin_81 Sorry, but your works IT are being a little, shall we say 'obtuse'. If it previously worked, and your own devices connect, it very strongly suggests an issue with the machine.

Re: Device not receiving internet

RobPN — Mon, 07 Oct 2024 21:29:49 GMT

@Gavin_81 wrote:
Thanks - I looked into this and IPv4 and IPv6 were disabled? Obviously I’m limited to what settings I can change as it’s a work device. However WiFi is working on other networks, just home network where it is connected but not picking up internet 😕

@Gavin_81

Are you sure IPv4 and IPv6 are both disabled? I suspect that might be unhelpful.

FYI the terms 'WiFi' and 'Internet' are not equivalent, although you aren't the only person to confuse them.