Connected / No internet on Wifi

absynth

absynth

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I am trying to solve an issue that I have run into and I just can't seem to solve it.

Just activated a new fibre installation and connected the router for someone.
(Have done this many times over)

The person's laptop stays connected to the wifi, but their phone keeps on giving a wifi connected/no internet message.

I even gave them my old Samsung S21 Ultra phone (factory reset) as a loan phone to see if their phone is the issue , but problem seems to persist.

Have changed some wifi settings(can't recall all),eg changed wifi channel,reserved ip in dhcp ,but still not getting to the bottom of why its happening.

Router is a TP-Link EX511

Any thoughts on this?
 
Yes it does.
I asked the person to go and check on their laptop and do a search and they have confirmed that they can do a search on the laptop while the phone gives the connected/ no internet message.
 
If his router has internet connectivity but only WiFi devices are struggling to connect, it could be that his devices aren't compatible with WPA3.

Sometimes they'll show as connected but won't have any throughput.
 
Lycanthrope said:
If his router has internet connectivity but only WiFi devices are struggling to connect, it could be that his devices aren't compatible with WPA3.

Sometimes they'll show as connected but won't have any throughput.
Click to expand...
Changed to WPA2, but still same issue.
 
absynth said:
I have alre

I have tried a static IP and the ISP DNS in wifi settings of the phone , but still no go.
Click to expand...

Does the phone get an IP and gateway over DHCP?

And is it in the same range with the same gateway as the PC?
 
One thing I do remember though was when I installed the router it was already connected to the internet and I could browse any site.

Normally in my experience with Afrihost when you first connect and go to a browser you will be prompted to activate first.
I phoned and got the info for the web address to do activation and went and did the activation anyway on the day


Other thing I noticed is that every speedtest I do I get a faster Download speed than what the actually package is.
I know with local speedtests you would normally get a faster download speed, but it is supposed to be 25Mbps package and I am getting 57Mbps consistantly.

I am wondering if something might've gone wrong with the activation.

Also notice micro drops of connectivity happening as I lost my anydesk connection a few times and in the router log I saw requests for reassigning the dns.

The ONT PON light stays green and the LOS does not start flashing red and the Internet light on router stays on (asked the person).

Also looked at the router log file and noticed that the dns given seems to be 169.1.1.1 (which is correct), but then 169.1.1.3 as secondary and secondary is supposed to be 169.1.1.2
I stand corrected, but that is what the Afrihost settings on their site states.

Sat for around 2 hours today monitoring the situation via anydesk.

I even downloaded the log file if it could be of use
 
SauRoNZA said:
Does the phone get an IP and gateway over DHCP?

And is it in the same range with the same gateway as the PC?
Click to expand...
It does if i use automatic settings on the wifi connection on the phone.

2 different model phones exhibiting the same issue and the S21 Ultra which is mine was connected on my wifi the whole evening before I gave it to the person to use for testing the next day
 
absynth said:
It does if i use automatic settings on the wifi connection on the phone.

2 different model phones exhibiting the same issue and the S21 Ultra which is mine was connected on my wifi the whole evening before I gave it to the person to use for testing the next day
Click to expand...

Can you ping the gateway?

Can you ping 1.1.1.1?

Possibly could be parental controls applied to the WiFi. Or even time of day scheduled access.
 
I have worked through all the wifi settings from Channel Width, Manual Channel, removed bandwith steering,
disabled 5Ghz wifi, only WPA2 authentication and nothing fixes it.
 
SauRoNZA said:
Can you ping the gateway?

Can you ping 1.1.1.1?

Possibly could be parental controls applied to the WiFi. Or even time of day scheduled access.
Click to expand...
See post #9 regarding micro blips of no internet connectivity on her computer.

It almost seems like the internet goes down and then comes back up, but the phones are not reconnecting to the internet.

Message on the phone then is wifi / no internet.

When you turn off the wifi on the phone and turn it back on, then its connected to the internet again.

Edit: the S21 seems to eventually reconnect itself again, but the older phone not.
Both reconnect instantly when you turn wifi off and on.
 
I have done many router connections line activations for people and this is the first time I have ever come across this scenario.
 
PS Also disabled the mesh functionality on the router just in case it interfered.
 
Has the line been verified?

*****

I see you did.

Sounds like a dodgy router.

Connect directly to the ONT with the desktop and confirm connectivity is solid.

If not change the the Ethernet cable. If still not happy problem is at ONT>ISP.

If happy it’s a router issue.

Then reset the router and try again. If it still persists try a different router.
 
SauRoNZA said:
Has the line been verified?

*****

I see you did.

Sounds like a dodgy router.

Connect directly to the ONT with the desktop and confirm connectivity is solid.

If not change the the Ethernet cable. If still not happy problem is at ONT>ISP.

If happy it’s a router issue.

Then reset the router and try again. If it still persists try a different router.
Click to expand...
That is sort of my thought pattern.

I will go there and do a hard reset and reactivation with Afrihost tomorrow. I also have a feeling it a dodgy router.

Will post an update once I have some feedback.This has been ongoing for a week and I have exhausted all options on router settings now, hence asking here if there might be anything that I might've missed.
 
The outcome so far:

They have reconfigured the line and we did a hard reset of the router and a reactivation.

They also assigned a public ip.

The download and upload is now running at 25Mbps as it should be and not at 50-57Mbps

Testing is being done by the person and I will get some feedback tomorrow.
 
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