Internet may not be available, but VPN works?
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Internet may not be available, but VPN works?
05-11-2019 10:17 AM
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I have to reboot the router to clear the problem. Does anyone else have the same issue?
Re: Internet may not be available, but VPN works?
05-11-2019 11:09 AM
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Google's are fast, ie,:
8.8.8.8
8.8.4.4
Re: Internet may not be available, but VPN works?
05-11-2019 11:59 AM
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Re: Internet may not be available, but VPN works?
05-11-2019 4:35 PM
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Hi @Liamh,
I'm sorry to hear that you're experiencing this issue. To clarify, are all of your devices losing their connection to the internet when this occurs, or only certain ones? I ask as, upon reviewing your account, the connection itself has only dropped twice in the last couple of weeks and has otherwise appeared to run as we'd expect. I would also ask if this has only started happening once the VPN was introduced into the setup, or if it may be related to any other occurrences or changes to the setup in the property?
Re: Internet may not be available, but VPN works?
05-11-2019 5:07 PM
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No changes to the property or setup or phones.
Re: Internet may not be available, but VPN works?
06-11-2019 10:21 AM
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Hi @Liamh,
Thank you for providing that information. This is quite an unusual problem so it may take some time to narrow down the cause of this.
I've tested your line but the test isn't picking up any connection issues from here. Are the devices that you lose connection on all connected wirelessly or are any of them on wired connections?
Re: Internet may not be available, but VPN works?
06-11-2019 12:25 PM
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when it happens change the dns settings on one of your devices to point to 8.8.8.8 and 8.8.4.4 as Gel said above.
If that device starts to work narrows the issue down greatly.
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: Internet may not be available, but VPN works?
06-11-2019 1:51 PM
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All wireless, apart from the TV that is wired, and that couldn't connect when the issue occurred.
Re: Internet may not be available, but VPN works?
06-11-2019 4:56 PM
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Thanks for your post @Liamh.
We're sorry to hear of this.
I believe (with you saying the VPN works fine) that it may be a routing issue and so have just applied a Static IP to the line to see if it resolves the issue.
Please reboot the router and keep an eye over it for the next couple of days, letting us know how it goes.
Re: Internet may not be available, but VPN works?
22-11-2019 11:34 AM - edited 22-11-2019 11:35 AM
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Just had the issue again, contacted PlusNet and the static IP is still applied, so that's not fixed it.
Re: Internet may not be available, but VPN works?
22-11-2019 2:21 PM
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Thanks for the update, @Liamh - our faults team will pick this up accordingly.
I've taken the liberty of sending you a replacement router as well just to cover all bases.
Best wishes
Dave
Re: Internet may not be available, but VPN works?
12-12-2019 3:41 PM
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Switching to another DNS server (208.67.222.222) on the phone fixed the issue, changed back to the router DNS 192.168.1.254 makes the internet unavailable again. VPN on the PC remains connected without having to fiddle with DNS.
Re: Internet may not be available, but VPN works?
12-12-2019 4:23 PM
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Re: Internet may not be available, but VPN works?
12-12-2019 4:29 PM
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Re: Internet may not be available, but VPN works?
12-12-2019 4:32 PM
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@JOLO you are correct, those are the PN dns servers, however , the router will give it's own address, to dhcp clients, as the dns server. The router acts as a dns proxy ( and cache ) and forwards requests to the Pn dns servers.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
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- Re: Internet may not be available, but VPN works?