My Internet Service is not working

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Written by Free IT Support Team

Friday, 29 May 2009 00:37

As a Technical Support in UK Broadband provider, I am taking many calls about Internet Connection issues. Most of the calls starts like this: "Hi, I don't have internet..". The strange thing is that there might many reasons for this issue. Here are the simple troubleshooting steps that I am asking our customers to perform, so I will be more familiar with there issue:

1. I need to know, how they are connected to the Modem/Router (cable or wireless).

2. Then we need to check if they are able to access the router. The main question after that is "How do I do That?". If the customers are using our modem/router, I am able to tell them the default address, but if they are not, they need to check what is the gateway for their connection. To do so they need to follow these simple steps:

2.1. Click on Start -> Select Run (it can be performed easier just by clicking Win Key+R)

2.2. type 'cmd' without the quotes

2.3. type 'ipconfig' without the quotes

Here is the default output of this command on Windows Vista with wireless connection:

Windows IP Configuration

Ethernet adapter Local Area Connection 2:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix . :

Wireless LAN adapter Wireless Network Connection:

   Connection-specific DNS Suffix . : mshome.net
   Link-local IPv6 Address . . . . . : fe80::cdbd:170e:68bf:3d66%11
   IPv4 Address. . . . . . . . . . . : 192.168.0.164
   Subnet Mask . . . . . . . . . . . : 255.255.255.0
   Default Gateway . . . . . . . . . : 192.168.0.254

The " Media State . . . . . . . . . . . : Media disconnected" actually shows that I am not connected with the Ethernet Adapter.

Now, how to access the router's web page? Just copy and paste the IP address which is listed into the "Default Gateway" field. In my canse it should be:

http://192.168.0.254

3. If you are not able to access the router's web page, just hard reset it. Most of the routers have "Reset" Button on the back. It is usually a tiny hole and you have to press it with something thin - a pin or a paper clip. This button is being used to return the router to the factory defaults. This means that all of the settings will be lost.

Then you need to perform the ipconfig command from step 2 and check if the IP settings will be the same. You can try again to access the router's interface. If you are able this time, you can check for internet connection as well. If this doesn't work, you can contact your Internet Service Provider to assist you with configuring your connection.

Last Updated on Saturday, 30 May 2009 18:56