Internet suddenly failed, LAN still works no problem...

Energize

Energize

Energize

Caporegime
Joined
12 Mar 2004
Posts
29,941
Location
England
I live in a shared house and the internet stopped working Friday night, I can ping any device on the LAN and the WAN port of the router and even the ISP's gateway. However trying to ping any ip address on the internet just fails completely. The ISP utility warehouse are useless they have no service availability checker and won't even tell me if there are service issues in the local area which is ridiculous. The only thing they can do is run a test connection to my router, but I need to find the name of the actual account holder first before they will even do that!

These are the results of the traceroute: The router on the face of it seems to be routing packets correctly across the WAN.

Code: 
C:\Users\Ash>tracert 8.8.8.8

  Tracing route to 8.8.8.8 over a maximum of 15 hops.

  1    <1 ms    <1 ms    <1 ms  dsldevice.lan [192.168.1.1]
  2    17 ms    14 ms    13 ms  10.17.0.1
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16  ^C

Router details:

wIaegUz.png
 
Last edited by a moderator:
you may want to mask the phone number and street address shown in the screen shot.

as said above, UW needs to called, you done the basic checks which is good.
 
Last edited:
That 10.x.x.x address is weird, it’s not a CGNAT IP so either it’s a service message trying to be displayed or they do CGNAT really badly.

Can you browse to www.neverssl.com? If you have custom DNS set then turn those off so the ISP can assign them.
 
I thought it was weird that a wan interface and ISP gateway would use a class A network, but I'm not particular experienced in networking.

Just get the following error message when trying to browse to that site after bypassing the warning about it not being secure.

Code: 
This site can’t be reached
lushgrandwholebirds.neverssl.com’s DNS address could not be found. Diagnosing the problem.
Try running Windows Network Diagnostics.
DNS_PROBE_STARTED

This was the windows diagnostic results if they are any help, though are they ever lol?

Code: 
PrintWindows Network Diagnostics Publisher details

Issues found
The DNS server isn’t respondingThe DNS server isn’t responding
Your computer is trying to use a DNS server that is incorrect or doesn’t exist. Detected Detected
Contact your network administrator  Completed
 

Issues found Detection details

6 The DNS server isn’t responding Detected Detected
 
Your computer is trying to use a DNS server that is incorrect or doesn’t exist.
Contact your network administrator  Completed
 
Your computer is trying to use a DNS server that is incorrect or doesn’t exist.
 

Detection details Expand

InformationalDiagnostics Information (Network Adapter)
Details about network adapter diagnosis:

Network adapter WiFi driver information:

   Description . . . . . . . . . . : Qualcomm Atheros QCA9377 Wireless Network Adapter
   Manufacturer  . . . . . . . . . : Qualcomm Atheros Communications Inc.
   Provider  . . . . . . . . . . . : Microsoft
   Version   . . . . . . . . . . . : 12.0.0.722
   Inf File Name . . . . . . . . . : C:\Windows\INF\netathr10x.inf
   Inf File Date . . . . . . . . . : 07 December 2019  09:07:47
   Section Name  . . . . . . . . . : ATHR_DEV_OS63_988x_AC_NFA435_TF11.ndi
   Hardware ID . . . . . . . . . . : pci\ven_168c&dev_0042&subsys_08a611ad&rev_31
   Instance Status Flags . . . . . : 0x180200a
   Device Manager Status Code  . . : 0
   IfType  . . . . . . . . . . . . : 71
   Physical Media Type . . . . . . : 9

 
 
InformationalDiagnostics Information (Wireless Connectivity)
Details about wireless connectivity diagnosis:

Information for connection being diagnosed
 Interface GUID: 662c8d9d-7bc8-4041-adf5-f13a4308b29b
 Interface name: Qualcomm Atheros QCA9377 Wireless Network Adapter
 Interface type: Native WiFi

Connection incident diagnosed
 Auto Configuration ID: 8
 Connection ID: 5

Connection status summary
 Connection started at: 2024-10-27 06:27:13-049
 Profile match: Success
 Pre-Association: Success
 Association: Success
 Security and Authentication: Success

List of visible access point(s): 1 item(s) total, 1 item(s) displayed
        BSSID        BSS Type PHY    Signal(dB)    Chnl/freq    SSID
-------------------------------------------------------------------------
D6-35-1D-66-C6-5D    Infra     <unknown>    -42        5280000     40 Christ Church Street

Connection History

 Information for Auto Configuration ID 8

  List of visible networks: 12 item(s) total, 12 item(s) displayed
  BSS Type PHY    Security    Signal(RSSI)    Compatible    SSID
  ------------------------------------------------------------------------------
  Infra     <unknown>    Yes        100    Yes        40 Christ Church Street
  Infra     <unknown>    Yes        100    Yes        (Unnamed Network)
  Infra     <unknown>    No        100    Yes        EE WiFi
  Infra     <unknown>    Yes        85    Yes        BT-2TFJX7
  Infra     <unknown>    Yes        57    Yes        SKYXBXYE
  Infra     <unknown>    Yes        100    Yes        BT-WCA652
  Infra     <unknown>    Yes        77    Yes        VodafoneMobileWiFi-2B6C8B_2.4G
  Infra     <unknown>    Yes        100    Yes        Thunder
  Infra     <unknown>    Yes        70    Yes        BT-RHCWMQ
  Infra     <unknown>    Yes        77    Yes        VodafoneMobileWiFi-2B6C8B_2.4G_5
  Infra     <unknown>    Yes        95    Yes        EE WiFi-X
  Infra     <unknown>    Yes        46    Yes        EE-32W9WM

  List of preferred networks: 3 item(s)
   Profile: 40 Christ Church Street
    SSID: 40 Christ Church Street
    SSID length: 23
    Connection mode: Infra
    Security: Yes
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: No
     Reason: 0x00028001
   Profile: Thunder
    SSID: Thunder
    SSID length: 7
    Connection mode: Infra
    Security: Yes
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: Yes
   Profile: STEWARTS
    SSID: STEWARTS
    SSID length: 8
    Connection mode: Infra
    Security: Yes
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: No
     Reason: 0x00028003

 Information for Connection ID 5
 Connection started at: 2024-10-27 06:27:13-049
  Auto Configuration ID: 8
  Profile: 40 Christ Church Street
  SSID: 40 Christ Church Street
  SSID length: 23
  Connection mode: Infra
  Security: Yes
  Pre-Association and Association
   Connectivity settings provided by hardware manufacturer (IHV): No
   Security settings provided by hardware manufacturer (IHV): No
   Profile matches network requirements: Success
   Pre-association status: Success
   Association status: Success
    Last AP:  d6-35-1d-66-c6-5d
  Security and Authentication
   Configured security type: WPA2-PSK
   Configured encryption type: CCMP(AES)
   802.1X protocol: No
   Key exchange initiated: Yes
    Unicast key received: Yes
    Multicast key received: Yes
   Number of security packets received: 0
   Number of security packets sent: 0
   Security attempt status: Success
 Connectivity
   Packet statistics
    Ndis Rx: 0
    Ndis Tx: 0
    Unicast decrypt success: 11
    Multicast decrypt success: 0
    Unicast decrypt failure: 0
    Multicast decrypt failure: 0
    Rx success: 0
    Rx failure: 0
    Tx success: 225
    Tx failure: 0
    Tx retry: 0
    Tx multiple retry: 0
    Tx max lifetime exceeded: 0
    Tx ACK failure: 0
   Roaming history: 0 item(s)

 Information for Connection ID 4
 Connection started at: 2024-10-27 06:17:10-394
  Auto Configuration ID: 8
  Profile: Thunder
  SSID: Thunder
  SSID length: 7
  Connection mode: Infra
  Security: Yes
  Pre-Association and Association
   Connectivity settings provided by hardware manufacturer (IHV): No
   Security settings provided by hardware manufacturer (IHV): No
   Profile matches network requirements: Success
   Pre-association status: Success
   Association status: Success
    Last AP:  32-ab-6a-1c-30-cd
  Security and Authentication
   Configured security type: WPA2-PSK
   Configured encryption type: CCMP(AES)
   802.1X protocol: No
   Key exchange initiated: Yes
    Unicast key received: Yes
    Multicast key received: Yes
   Number of security packets received: 0
   Number of security packets sent: 0
   Security attempt status: Success
 Connectivity
   Packet statistics
    Ndis Rx: 0
    Ndis Tx: 0
    Unicast decrypt success: 996
    Multicast decrypt success: 0
    Unicast decrypt failure: 0
    Multicast decrypt failure: 0
    Rx success: 0
    Rx failure: 0
    Tx success: 483
    Tx failure: 87
    Tx retry: 0
    Tx multiple retry: 0
    Tx max lifetime exceeded: 0
    Tx ACK failure: 0
   Roaming history: 1 item(s)
     Times: 2024-10-27 06:27:13-043
    Roamed from BSSID:  00-00-00-00-00-00
     Reason: 0x00000007
 Disconnected from BSSID:  00-00-00-00-00-00   Reason: 0x00000101

 Information for Auto Configuration ID 7

  List of visible networks: 0 item(s) total, 0 item(s) displayed

  List of preferred networks: 0 item(s)

 Information for Auto Configuration ID 6

  List of visible networks: 12 item(s) total, 12 item(s) displayed
  BSS Type PHY    Security    Signal(RSSI)    Compatible    SSID
  ------------------------------------------------------------------------------
  Infra     <unknown>    No        100    Yes        EE WiFi
  Infra     <unknown>    Yes        28    Yes        BT-RHCWMQ
  Infra     <unknown>    Yes        100    Yes        Thunder
  Infra     <unknown>    Yes        100    Yes        40 Christ Church Street
  Infra     <unknown>    Yes        95    Yes        EE WiFi-X
  Infra     <unknown>    Yes        100    Yes        BT-WCA652
  Infra     <unknown>    Yes        95    Yes        BT-2TFJX7
  Infra     <unknown>    Yes        90    Yes        SKYXBXYE
  Infra     <unknown>    Yes        100    Yes        (Unnamed Network)
  Infra     <unknown>    No        85    Yes        Bedroom TV.v,
  Infra     <unknown>    Yes        97    Yes        VodafoneMobileWiFi-2B6C8B_2.4G
  Infra     <unknown>    Yes        80    Yes        VodafoneMobileWiFi-2B6C8B_2.4G_5

  List of preferred networks: 3 item(s)
   Profile: 40 Christ Church Street
    SSID: 40 Christ Church Street
    SSID length: 23
    Connection mode: Infra
    Security: Yes
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: No
     Reason: 0x00028001
   Profile: Thunder
    SSID: Thunder
    SSID length: 7
    Connection mode: Infra
    Security: Yes
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: Yes
   Profile: STEWARTS
    SSID: STEWARTS
    SSID length: 8
    Connection mode: Infra
    Security: Yes
    Set by group policy: No
    Connect even if network is not broadcasting: No
    Connectable: No
     Reason: 0x00028003

 Information for Connection ID 3
 Connection started at: 2024-10-27 06:16:43-936
  Auto Configuration ID: 6
  Profile: Thunder
  SSID: Thunder
  SSID length: 7
  Connection mode: Infra
  Security: Yes
  Pre-Association and Association
   Connectivity settings provided by hardware manufacturer (IHV): No
   Security settings provided by hardware manufacturer (IHV): No
   Profile matches network requirements: Success
   Pre-association status: Success
   Association status: Success
    Last AP:  32-ab-6a-1c-30-cd
  Security and Authentication
   Configured security type: WPA2-PSK
   Configured encryption type: CCMP(AES)
   802.1X protocol: No
   Key exchange initiated: Yes
    Unicast key received: Yes
    Multicast key received: Yes
   Number of security packets received: 0
   Number of security packets sent: 0
   Security attempt status: Success
 Connectivity
   Packet statistics
    Ndis Rx: 0
    Ndis Tx: 0
    Unicast decrypt success: 222
    Multicast decrypt success: 0
    Unicast decrypt failure: 0
    Multicast decrypt failure: 0
    Rx success: 0
    Rx failure: 0
    Tx success: 0
    Tx failure: 0
    Tx retry: 0
    Tx multiple retry: 0
    Tx max lifetime exceeded: 0
    Tx ACK failure: 0
   Roaming history: 1 item(s)
     Times: 2024-10-27 06:17:03-675
    Roamed from BSSID:  00-00-00-00-00-00
     Reason: 0x00000007
 Disconnected from BSSID:  00-00-00-00-00-00   Reason: 0x00000205


 
 
InformationalDiagnostics Information (Wireless Connectivity)
Details about wireless connectivity diagnosis:

For complete information about this session see the wireless connectivity information event.

Helper Class: Auto Configuration
 Initialise status: Success

Information for connection being diagnosed
 Interface GUID: 662c8d9d-7bc8-4041-adf5-f13a4308b29b
 Interface name: Qualcomm Atheros QCA9377 Wireless Network Adapter
 Interface type: Native WiFi

Result of diagnosis: There may be problem




 
 
InformationalDiagnostics Information (Wireless Network Adapter)
Details about wireless network adapter diagnosis:

For complete information about this session see the wireless connectivity information event.

Helper Class: Native WiFi MSM
 Initialise status: Success

Information for connection being diagnosed
 Interface GUID: 662c8d9d-7bc8-4041-adf5-f13a4308b29b
 Interface name: Qualcomm Atheros QCA9377 Wireless Network Adapter
 Interface type: Native WiFi
 Profile: 40 Christ Church Street
 SSID: 40 Christ Church Street
 SSID length: 23
 Connection mode: Infra
 Security: Yes
 Connect even if network is not broadcasting: No

Result of diagnosis: There may be problem




 
 
InformationalNetwork Diagnostics Log
File Name:  7C483DD9-5BDD-46B7-A843-38F64868F746.Diagnose.Admin.0.etl
 
InformationalOther Networking Configuration and Logs
File Name:  NetworkConfiguration.cab
 
Collection information
Computer Name:  ASHLEYS-LAPTOP
Windows Version: 10.0
Architecture: x64
Time: 27 October 2024 06:39:04

Publisher details Expand

Windows Network Diagnostics
Detects problems with network connectivity.
Package Version: 4.0
Publisher: Microsoft Windows

And the network configuration files:

Code: 
Windows IP Configuration

   Host Name . . . . . . . . . . . . : Ashleys-Laptop
   Primary Dns Suffix  . . . . . . . :
   Node Type . . . . . . . . . . . . : Hybrid
   IP Routing Enabled. . . . . . . . : No
   WINS Proxy Enabled. . . . . . . . : No
   DNS Suffix Search List. . . . . . : lan

Ethernet adapter Ethernet:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . : lan
   Description . . . . . . . . . . . : Realtek PCIe GbE Family Controller
   Physical Address. . . . . . . . . : D8-C4-97-34-76-78
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes

Wireless LAN adapter Local Area Connection* 1:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Microsoft Wi-Fi Direct Virtual Adapter
   Physical Address. . . . . . . . . : 9A-22-EF-8A-3C-43
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes

Wireless LAN adapter Local Area Connection* 2:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Microsoft Wi-Fi Direct Virtual Adapter #2
   Physical Address. . . . . . . . . : AA-22-EF-8A-3C-43
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes

Wireless LAN adapter WiFi:

   Connection-specific DNS Suffix  . : lan
   Description . . . . . . . . . . . : Qualcomm Atheros QCA9377 Wireless Network Adapter
   Physical Address. . . . . . . . . : 98-22-EF-8A-3C-43
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
   Link-local IPv6 Address . . . . . : fe80::e6ed:8200:bc23:2399%13(Preferred)
   IPv4 Address. . . . . . . . . . . : 192.168.1.103(Preferred)
   Subnet Mask . . . . . . . . . . . : 255.255.255.0
   Lease Obtained. . . . . . . . . . : 27 October 2024 06:27:14
   Lease Expires . . . . . . . . . . : 27 October 2024 18:39:01
   Default Gateway . . . . . . . . . : 192.168.1.1
   DHCP Server . . . . . . . . . . . : 192.168.1.1
   DHCPv6 IAID . . . . . . . . . . . : 144188143
   DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-2E-A9-84-47-D8-C4-97-34-76-78
   DNS Servers . . . . . . . . . . . : 8.8.4.4
                                       4.4.4.4
   NetBIOS over Tcpip. . . . . . . . : Enabled

Ethernet adapter Bluetooth Network Connection:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Bluetooth Device (Personal Area Network)
   Physical Address. . . . . . . . . : 98-22-EF-8A-3C-44
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes

____________________________________________________________

Code: 
===========================================================================
Interface List
 17...d8 c4 97 34 76 78 ......Realtek PCIe GbE Family Controller
 11...9a 22 ef 8a 3c 43 ......Microsoft Wi-Fi Direct Virtual Adapter
  5...aa 22 ef 8a 3c 43 ......Microsoft Wi-Fi Direct Virtual Adapter #2
 13...98 22 ef 8a 3c 43 ......Qualcomm Atheros QCA9377 Wireless Network Adapter
 10...98 22 ef 8a 3c 44 ......Bluetooth Device (Personal Area Network)
  1...........................Software Loopback Interface 1
===========================================================================

IPv4 Route Table
===========================================================================
Active Routes:
Network Destination        Netmask          Gateway       Interface  Metric
          0.0.0.0          0.0.0.0      192.168.1.1    192.168.1.103     35
        127.0.0.0        255.0.0.0         On-link         127.0.0.1    331
        127.0.0.1  255.255.255.255         On-link         127.0.0.1    331
  127.255.255.255  255.255.255.255         On-link         127.0.0.1    331
      192.168.1.0    255.255.255.0         On-link     192.168.1.103    291
    192.168.1.103  255.255.255.255         On-link     192.168.1.103    291
    192.168.1.255  255.255.255.255         On-link     192.168.1.103    291
        224.0.0.0        240.0.0.0         On-link         127.0.0.1    331
        224.0.0.0        240.0.0.0         On-link     192.168.1.103    291
  255.255.255.255  255.255.255.255         On-link         127.0.0.1    331
  255.255.255.255  255.255.255.255         On-link     192.168.1.103    291
===========================================================================
Persistent Routes:
  None

IPv6 Route Table
===========================================================================
Active Routes:
 If Metric Network Destination      Gateway
  1    331 ::1/128                  On-link
 13    291 fe80::/64                On-link
 13    291 fe80::e6ed:8200:bc23:2399/128
                                    On-link
  1    331 ff00::/8                 On-link
 13    291 ff00::/8                 On-link
===========================================================================
Persistent Routes:
  None
 
I'll remove any identifiable information after I've gone to bed lol, too tired atm. The other tenants have the same problems as me both connecting by ethernet and wifi.

I did call them early this afternoon but shockingly they close at 4:30 and there is no out of hours team for evenings or Sundays for broadband issues, a very unprofessional organisation!

The only thing stopping my housemates going insane is me being able to setup a 5g hotspot with a 100GB data contract...
 
Last edited:
Have you tried shutting down their modem/router for 3 minutes, then rebooting it back up to see if that helps?

I had a sort of similar situation happen (although it was a span of minutes rather than near an hour each time), and ultimately it was a router shut down and reboot after 3 minutes that finally fixed mine. It too was dns issues (but localised in the router itself for some reason), even after using 8.8.8.8, 1.1.1.1 and the other normal ones to test with (as again, the issue had developed inside the router itself software wise). I'm not sure why it would run into a fault like that, but, it's something to try.
 
You're using Google DNS which I'd guess the ISP is blocking you from connecting to. Change them back to the Utility Warehouse defaults or manually set DNS to 192.168.1.1 in Windows for now, I bet it's trying to direct you to an error page.
 
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