My partner's intranet web pages and outlook don't work on home WiFi

Aleik

Aleik

Aleik

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Joined
28 Jun 2023
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3
Location
UK
I'd be immensely grateful if anyone can help.

This is a problem that only crops up with our home WiFi, everywhere else my partner can get onto her work database (an intranet page on edge or Internet explorer) in the normal way. It also affects her work Outlook email. Neither one loads. When she goes on data, both these things load (as long as there's data).

Her work IT department have said it's a WiFi provider problem, and the WiFi provider have then said it's an IT problem, but when she tries other WiFi networks, everything runs fine, so it definitely seems to be an issue specific to our *home* WiFi. I used the troubleshooter and no problems were raised. The firewall used is integrated with Windows, and states there aren't any problems. I can't seem to adjust anything on the firewall.

This is costing her hours of valuable work time, I just wonder if there's a WiFi setting disrupting specific connections? Neither of us is especially computer literate, but we've been driven to try solving the problem ourselves and have no idea where to start really. Thanks very much in advance
 
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If you can access your routers admin page, maybe try changing dns server to 8.8.8.8 (google dns) and try that?

Edit: if you need actual instructions can you let us know the brand and model of the router? Appreciate m6 initial answer may not be immediately helpful!
 
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For her to access internal sites she'd typically connect over a VPN - do you know how to check the status of whether that is connected or not. - should have been something her IT department checked, but you've not given much info on what they've said apart from "it's a wifi problem". Why do they think it's a wifi problem? Do you have an Ethernet cable you could plug into the router that way they can't claim it's a wifi problem when no wifi is being used.
 
switch isp? you'll get a new router and it'll probably work.
because that's so easy to do, I don't see anyone sinking much time into trying to get to the bottom of this.
 
I bet the servers at work are on the same subnet as your home network and so nothing is moving over the VPN. Email that you have to connect to a VPN to access is very mid-2000s though.
 
How far can she get? Can she get to her work's homepage? The login page? Are you running Pihole or any other DNS?
 
Thank you very much for all your replies - so far we have tried resetting the router, but the same problem persists. I'll keep going with all your suggestions, as for the questions I'm afraid I don't know what they really mean. I have plenty of great jump-off points for now though, thank you all so much :)
 
Who is the isp out of interest

Have you tried as a test use a free vpn and then try connecting to the intranet?
 
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Aleik said:
I'd be immensely grateful if anyone can help.

This is a problem that only crops up with our home WiFi, everywhere else my partner can get onto her work database (an intranet page on edge or Internet explorer) in the normal way. It also affects her work Outlook email. Neither one loads. When she goes on data, both these things load (as long as there's data).

Her work IT department have said it's a WiFi provider problem, and the WiFi provider have then said it's an IT problem, but when she tries other WiFi networks, everything runs fine, so it definitely seems to be an issue specific to our *home* WiFi. I used the troubleshooter and no problems were raised. The firewall used is integrated with Windows, and states there aren't any problems. I can't seem to adjust anything on the firewall.

This is costing her hours of valuable work time, I just wonder if there's a WiFi setting disrupting specific connections? Neither of us is especially computer literate, but we've been driven to try solving the problem ourselves and have no idea where to start really. Thanks very much in advance
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When you say "home wifi" you really mean your internet service provider (ISP) is the problem. i.e. It is not going to change whether hard wired with an ethernet cable going into the laptop vs a wireless connection. It all ends up going out via the ISP serving your house's internet connection. So specifically, what you mean is that this only occurs from home when using say BT, Virgin Media, Sky, etc ISP. You need to figure out why this is. As suggested, you could try modifying the settings of the supplied router to use google dns servers rather than the ISP ones.
 
Internet service provider name would be good and the brand\make\model of the router would be handy.

I work from home using the Super hub 4 over WiFi using cisco vpn without any issues at all.

It's got to be isp provider or a router setting as it works fine on mobile data or another Internet connection.

For the sake of it have you tried the laptop wired to the router just to see if the router handles the connection any differently?
 
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It's Shell Broadband, operating on a Zyskel AMG1302-T11C router. No difference when an ethernet cable is used, so yeah it's not "WiFi" as I said, it's the isp/router. Thanks again :)
 
Caged said:
I bet the servers at work are on the same subnet as your home network and so nothing is moving over the VPN. Email that you have to connect to a VPN to access is very mid-2000s though.
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This is a good shout. We've had that recently with a new client we were onboarding. We basically just changed 192.168.1.1 to 192.168.10.1 for their network and the issue went away for them.
 
As others have said the next step then would be to check your local network IP setup to your works one as you maybe on the subnet, if you are then you will need to change yours
 
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