Not Able to Access the Internet

Question

This is likely going to be a long post...sorry.  So, I have high speed internet...did...have high speed internet, and we decided to go with an upgrade from 768kbps to 3mbps.  Our IPS said it would be upgrade the next day and ok for use.  The next day I try to access the internet and it doesn't work.  With my Dell laptop or the desktop.  I have been on the phone with the ISP tech people for about a week.  I've spoken with managers, engineers, and everything seems to be in order on their end.  I'm on the laptop right now, at a friends house, which says it's likely not my computer causing the problem.  The ISP techs said to contact your manufacturer to see if they can fix any issue with the computer.  The laptop is an Inspiron E1705 with 2gb of RAM.  I hooked up the laptop directly to the modem, so the wireless router is out of the question.  I've tried multiple browers and they all come up with the same error.  The page cannot be displayed.  I've run out of options.  Like I said, I have done all what the ISP techs have said to do.  I've spent hours trying to fix the problem and have come here as a last resort.  If you are having similar issues or you HAVE had similar issues where; you cannot connect in one place but somewhere else, I would appreciate any help. To me this has to be an issue on the ISP end, because we surfed the web with NO problems with the 768kbs.  Then right after the upgrade we couldn't browse the internet anymore.  PLEASE PLEASE HELP!!!   Thanks in advanced.

volcano11 · Answer

If you have more than one computer and none of them can connect when connected directly to the modem after doing the reset procedure outlined below, then it says that the modem is at fault. Whenever you change the device connected directly to a cable modem you must reset the network by doing the following. Turn off all devices. Wait for 5 minutes. Turn on the modem first and wait another 3 minutes. Then connect the new device to the modem and turn on the device. Again, if no computers can connect after doing this procedure before connecting each one, then it says that you have a faulty modem.

Steve

Matt35 · Answer

Joe,

Don't know where you are, but in the UK I have had similar problems for a few weeks...after trying everything suggested by the Orange helpline, research shows me that 'upgrading'here is by LLU - local loop unbundling - from British Telecom exchanges by ISPs...causing chaos to many people.

My solution so far has been to go to http://www.opendns.com/how/free/how-can-opendns-be-free/ and enter the DNS code as described...this has just about cured my problems of access and the connection dropping when I stop browsing.

Hope it helps you...

Matt.

joe7029s · Answer

I have done the reset modem idea about ten times.  Most of the time with the Verizon tech people on the phone.  They sent us a new modem and we still have the same issue; no browsing.  I haven't had the internet for about week now and it's pretty annoying, especially when you use it for work.  The tech people have 'flushed' the DNS servers on the computer.  Everytime, they are like...well that should fix the problem after every troubleshoot step they complete and tell me to open up a browser and 'Does it work now?'  Everytime my answer is NO!!!!! Still nothing.  So,I'm still at a loss.  If anyone has any suggestions let me know.  I sorta tried the DNS thing.  But it wasn't working out.  Thanks for any help!

volcano11 · Answer

Let me make sure that I have all of the facts correct. Please let me know if any of the following is not true.

You have two computers and neither one of them can sucessfully get an internet connection when connected directly to the modem.

The laptop can get a connection at another location. Is this the connection at the other location a dsl connection or a cable connection?

You have tried a new modem and still can't connect.

Have you tried a different cable?

To help troubleshoot this problem, on the computer with the problem, and while it is connected directly to the modem in the location where you are not getting an internet connection, go to Start > Run and type cmd then click OK. In the command prompt window that opens, type ipconfig /all then hit the enter key. Write down the output from this command or select it and save it to a txt file, then copy this output into a reply to this message.

Steve

joe7029s · Answer

Yes all of those facts are correct.  And the other location is a DSL connection.  Also, just saying again, I have tried a third computer, directly connected to a modem and it does not work either.  And I have tried three different cables.  When you try and browse (using three different browsers) they eventually say the page cannot be displayed.  I was on the phone with Verizon tech support today and they said they have done everything they can think of.  They are currently sending another NEW modem (a different model) just to make sure.  Verizon tech support have tested the IP addresses multiple times, and everything comes out ok.  I've pinged yahoo.com and it says 4 packets sent and received, zero lost.  So that confirms the IP address was working from their end and my end...sort of.  I'll copy and paste what the cmd prt. gives me, and post it as soon as I can.  Thanks for all the help!

joe7029s · Answer

This is what the cmd prompt said. I called home and this is what I got my dad to look up, so there might be some errors. But I think what you need is correct.

Primary DNS suffix

NODE Type mixed IP Routing Enabled (no)

WINS Proxy Enabled (no)

DNS Suffix search list myhome.westell.com

Ethernet Adapter Local Area Connection

Connection/specific DNS Suffix myhome.westell.com

Description Intel (R) PRO\100 VE network connection

Physical Address 00-07-E9-ZB-B9-C5

DHCP Enabled (yes)

Autoconfiguration Enabled

IP Address 192.168.1.47

Sub Mask Net 255.255.255.0

Default Gateway 192.168.1.1

EHCB Server 192.168.1.1

DNS Servers 192.168.1.1

192.168.1.1

Net BIOS over TCPIP (disabled)

Lease obtained Monday 26, 2008 10:37:23pm

Lease Expires Tuesday 27, 2008 10:37:23pm

Hopefully this is all you need. Thanks again.

volcano11 · Answer

The ipconfig output confirms that you are getting an IP address, but it doesn't appear to be one from a modem, rather it appears to be one from a router. Please confirm how this computer was connected when the ipconfig /all command was run.

On another note, the fact that you can ping an internet address says that you do indeed have an internet connection, but somehting is blocking the browser from making a connection. Have you tried booting to Safe Mode with Network Support and testing whether or not you can get to web pages through a browser? Still it would be very strange if all computers had a problem like this that would prevent web browsing, but strange things do happen.

Steve

joe7029s · Answer

The computer was hooked up directly to the modem.  A router was not used.  And yes, I have tried safe mode, more than once and it does the same thing with all the computers.  They are sending a new modem...again, and this one is a gateway modem, so we will see if that has any effect.  I don't think it will, but we will soon find out; I'll probably have the modem by tomorrow.  I'll keep you posted.  And thanks for all the help.

pjb3 · Answer

I am not a network admin so I may be wrong, but I would look at the DNS.  Your listing from ipconfig lists the DNS servers as the same IP address as the router.  My understanding is the the router should be supplying the DHCP but the DNS server should be pointing to your ISP's DNS servers.  Since you can ping an IP address indicates you have a connection, without the DNS server you can not resolve a URL back to a website.

volcano11 · Answer

pjb3,   It is perfectly normal for computers connecting through a router to have the DNS server address the same as the IP address of the router.  That's the way it is supposed to be.   Steve

joe7029s · Answer

Ok. So I talked to a verizon supervisor and I finally got him to downgrade to a slower speed (864kbps). Then when I opened a browser the website loaded, but very slow. Like I said, the problem occurred after the upgrade to the 3mbps. So we determined that the browsers work at a slower speed and then the supervisor said he checked my location again and determined I was able to use the 3mbps according to the location from the central office. So, obviously there is something wrong with my phone line or something at my location. Any ideas what is causing this problem? Thanks.

Networking, Internet, & Bluetooth

Not Able to Access the Internet

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