by B3aR Investigator
Investigator

Internet status showing as connected but unable to get online on any device

Internet was working fine 29/7 partner negotiated a new plan woke up on 30/7 and unable to get online on any device even though smart hub is saying everything is working fine..help please

15 REPLIES 15
by
EE Community Support Team

Re: Internet status showing as connected but unable to get online on any device

Hi @B3aR,

 

Welcome to the EE Community.

 

Have you moved from ADSL to fibre?

 

Thanks

 

James

by Grand Master
Grand Master

Re: Internet status showing as connected but unable to get online on any device

Welcome to EE's Home Broadband Forum.

What does it say after you log into the router:

  • For a Smart Hub: on the Advanced Settings / Broadband / Internet page & on the ettings / My Natwork / Devices page?

Obscure your names & numbers in the BB Username but post the 1st 2 parts of the IP addy.

Does the phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by B3aR Investigator
Investigator

Re: Internet status showing as connected but unable to get online on any device

Default gateway:

172.16.12.127

DNS Type:

 

Auto

Manual

Primary DNS:

0.0.0.0

Secondary DNS:
by Grand Master
Grand Master

Re: Internet status showing as connected but unable to get online on any device

That's only the bottom bit 😞 .

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by B3aR Investigator
Investigator

Re: Internet status showing as connected but unable to get online on any device

Connection status
Connection status:

Connected

Downstream:

74.00Mbps

Upstream:

18.60Mbps

Connection information
Connection time:

0 Days, 8 Hours, 9 Mins, 
12 Secs

Data usage:

0.0 MB Uploaded / 
0.0 MB Downloaded

 

Default gateway:

172.16.12.127

DNS Type:

 

Auto

Manual

Primary DNS:

0.0.0.0

Secondary DNS:

0.0.0.0

WAN Port
 
And from the device page

Wireless-2.4GHz

HUAWEI_Y7_2018-36b2d2d2c3

2.4GHz

IP Address: 192.168.1.119 (DHCP)

 

Wireless-5GHz

unknown_3C:28:6D:18:11:B9

5GHz

IP Address: 192.168.1.223 (DHCP)

 

unknown_3C:28:6D:F1:6F:04

5GHz

IP Address: 192.168.1.147 (DHCP)

 

DESKTOP-250R4LD

5GHz

IP Address: 192.168.1.179 (DHCP)

 

Ethernet-Port 1

DESKTOP-M4MM8MP

Port 1

IP Address: 192.168.1.227 (DHCP)

by Grand Master
Grand Master

Re: Internet status showing as connected but unable to get online on any device

Where's the Broadband IP address on the 1st page?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by B3aR Investigator
Investigator

Re: Internet status showing as connected but unable to get online on any device

That was all the information pulled of the page you directed me to with the only ip showing as default gateway 

172.16.12.127

by Grand Master
Grand Master

Re: Internet status showing as connected but unable to get online on any device

It should be the 1 above "Default gateway".

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by B3aR Investigator
Investigator

Re: Internet status showing as connected but unable to get online on any device

Unfortunately there is no other IP address that is the only one on the page. The section above it has my BB username and then the password and then in the section TCP/IP there is only that one showing for default gateway...nothing else 

by B3aR Investigator
Investigator

Re: Internet status showing as connected but unable to get online on any device

Hi James as far as I'm aware our plans have always been fibre or fibre plus

by Grand Master
Grand Master

Re: Internet status showing as connected but unable to get online on any device

Have you tried rebooting the router or, failing that, factory resetting it?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by B3aR Investigator
Investigator

Re: Internet status showing as connected but unable to get online on any device

Have tried both and still no luck...have tried wired connections as well and get the same response 

by Grand Master
Grand Master

Re: Internet status showing as connected but unable to get online on any device

I should report it faulty to EE & ask for a replacement.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by B3aR Investigator
Investigator

Re: Internet status showing as connected but unable to get online on any device

Thanks I'll get the misses on that! Thanks for your help

 

by Grand Master
Grand Master

Re: Internet status showing as connected but unable to get online on any device

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope you get it sorted.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC

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