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Laptop connected to router but no Internet access

Jo2107
Dabbler
Posts: 11
Registered: ‎12-02-2012

Laptop connected to router but no Internet access

Hi,
We had our plus net fibre broadband go live today, the PC connected as did the iPad, tablet and 2 mobile phones, all with no problems, my laptop however has connected but shows no Internet access yet when plugged into the Ethernet cable it works via wireless (not through the cable despite being connected to itHuh), can you advise what I need to do to get it working properly is wireless? I don't have an antivirus installed at the moment, it's a Sony Vaio running windows 7 with intel core i3
19 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Laptop connected to router but no Internet access

Hi Jo2107 ,
Can you please try the following:
Start >> Control Panel >> Network and Internet >> Network and Sharing Centre >> Manage Wireless Networks >> Click on 'PlusnetWireless' >> Click 'Remove'
Once these steps have been completed, please try and reconnect to the router, and ensure that the Wireless Key you are typing in is exactly as it is shown.
If this doesn't resolve the issue, please let us know Smiley
Chris Pettitt
Cloud Environments Engineer
Jo2107
Dabbler
Posts: 11
Registered: ‎12-02-2012

Re: Laptop connected to router but no Internet access

Hi,
Sorry for the late reply, the laptop still says no access, i have turned off the firewall as for private connections to replicate what our PC is set to but this hasn't helped either, i did look into advanced settings on firewall but i'm not sure what should and shouldn't be ticked
Regards
Jo
jojopillo
Grafter
Posts: 9,786
Registered: ‎16-06-2010

Re: Laptop connected to router but no Internet access

Hi Jo,
Does the laptop identify any wireless networks?
Jojo Smiley
Jo2107
Dabbler
Posts: 11
Registered: ‎12-02-2012

Re: Laptop connected to router but no Internet access

Hi,
Yes it finds all wireless networks nearby, it is connected to my router  but just keeps showing no access as though there is something blocking the connection
Regards
Jo
jojopillo
Grafter
Posts: 9,786
Registered: ‎16-06-2010

Re: Laptop connected to router but no Internet access

HI Jo,
Did you follow the instructions Chris gave?
Jojo Smiley
Jo2107
Dabbler
Posts: 11
Registered: ‎12-02-2012

Re: Laptop connected to router but no Internet access

Hi,
Yes i've done that a few times but still wont work
Dan_the_Van
Rising Star
Posts: 339
Thanks: 10
Fixes: 1
Registered: ‎25-06-2007

Re: Laptop connected to router but no Internet access

To clarify are you trying to use wireless or wired connection?
On the laptop are you using DHCP for IP Addresses or have you set them up manually? If manual the default gateway address might have changed when the router was swapped.
Dan.
Jo2107
Dabbler
Posts: 11
Registered: ‎12-02-2012

Re: Laptop connected to router but no Internet access

Hi Dan,
The problem occurs on wireless only, the strange thing is when i plug in the ethernet cable it works fine but it shows it as being a wireless connection and not wired, even though the cable is plugged in.
Do you know where i would find the second bit? I'm afroad i'm no good with IT hence not being able to fix this problem myself
Dan_the_Van
Rising Star
Posts: 339
Thanks: 10
Fixes: 1
Registered: ‎25-06-2007

Re: Laptop connected to router but no Internet access

You need to open a 'Command Prompt' you will find the icon in All Programs> Accessories>. In this window type IPCONFIG /ALL. You will see some text come up.
You are looking for line :- Dhcp Enabled. . . . . . . . . . . : you will either see Yes or No If No it has been manually setup.
Also check Default Gateway . . . . . . . . . : this will be something like 192.168.1.254 but this is dependant on the router make. The default gateway address should be the same IP address as the router, my example is 192.168.1.254 but it could be 192.168.1.1, we would need know the make of router to confirm correct IP Address
I've seen the issue you mention about the Network connection Icon being wrong but it didn't stop the connection from working.
Dan.
Jo2107
Dabbler
Posts: 11
Registered: ‎12-02-2012

Re: Laptop connected to router but no Internet access

sorry its taken so long to reply but ive been away, i checked all the above and its as you say it should be so still no wireless connection
Jo2107
Dabbler
Posts: 11
Registered: ‎12-02-2012

Re: Laptop connected to router but no Internet access

Hi, just done a system backup and restore but that hasnt helped, on troubleshooter it says computer appears to be correctly configured but the device or resource (dns server) is not responding
Plusnet Help Team
Plusnet Help Team
Posts: 13,656
Thanks: 262
Fixes: 76
Registered: ‎27-04-2007

Re: Laptop connected to router but no Internet access

Could you please do the IPCONFIG/ALL command again as mentioned by Dan the Van and copy the results and paste them back here please? you can copy them by using your mouse to drag a box over them and press enter, you should then be able to post the reply back here.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Jo2107
Dabbler
Posts: 11
Registered: ‎12-02-2012

Re: Laptop connected to router but no Internet access

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.
C:\Users\Jo>IPCONFIG/ALL
Windows IP Configuration
  Host Name . . . . . . . . . . . . : Nithion-VAIO
  Primary Dns Suffix  . . . . . . . :
  Node Type . . . . . . . . . . . . : Hybrid
  IP Routing Enabled. . . . . . . . : No
  WINS Proxy Enabled. . . . . . . . : No
Wireless LAN adapter Wireless Network Connection 2:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
  Description . . . . . . . . . . . : Microsoft Virtual WiFi Miniport Adapter
  Physical Address. . . . . . . . . : 7E-DD-08-CC-41-10
  DHCP Enabled. . . . . . . . . . . : Yes
  Autoconfiguration Enabled . . . . : Yes
Ethernet adapter Local Area Connection:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
  Description . . . . . . . . . . . : Marvell Yukon 88E8059 PCI-E Gigabit Ether
net Controller
  Physical Address. . . . . . . . . : 54-42-49-07-7E-D6
  DHCP Enabled. . . . . . . . . . . : Yes
  Autoconfiguration Enabled . . . . : Yes
Wireless LAN adapter Wireless Network Connection:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
  Description . . . . . . . . . . . : Atheros AR9285 Wireless Network Adapter
  Physical Address. . . . . . . . . : 78-DD-08-CC-41-10
  DHCP Enabled. . . . . . . . . . . : Yes
  Autoconfiguration Enabled . . . . : Yes
Tunnel adapter Teredo Tunneling Pseudo-Interface:
  Media State . . . . . . . . . . . : Media disconnected
  Connection-specific DNS Suffix  . :
  Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
  Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
  DHCP Enabled. . . . . . . . . . . : No
  Autoconfiguration Enabled . . . . : Yes
C:\Users\Jo>
jojopillo
Grafter
Posts: 9,786
Registered: ‎16-06-2010

Re: Laptop connected to router but no Internet access

HI Jo2107,
I've just tried calling to run through some checks with you. I'd suggest giving our tech support a call and I'm sure they'll get it sorted for you.
Jojo Smiley