Telkom LTE down- need advice

[zedwunare]

Hi

Hope you can give me some advice / pointers. My dad recently purchased Telkom's SmartBroadband Wireless Uncapped service and it has been running well until this morning.

Last night he had a power failure for a few hours and after everything came back on, he has no internet access.

The router is lit up normally in terms of lights on the front and he is able to access it (the B525).

However, when looking at the "Current Connection" setting it is showing an IP address in the 192.168 range.

Is this normal? Should that field not show a publicly routable WAN IP?

If he drops to command prompt on his directly connected PC, he just gets "destination net unreachable" when trying to ping google's 8.8.8.8 DNS.

Regards,
Peter

P.S. We have tried Telkom tech support but we're in a bit of a holding pattern given the response was "it is because you were throttled to 2Mbps" at which point my dad's protest resulted in them "logging a complaint which will be attended to within 72 hours".

 

[marioat1]

Have you rebooted the router yet?

 

[zedwunare]

Have you rebooted the router yet?

Yes, multiple times. I’m not familiar with the B525 and am just trying to figure out how to check the WAN IP / make sure the ‘outside’ has a valid IP.

I’m a little unclear as to whether the IP shown is actually the true outside or rather the routers own Ethernet interface.

Edited to add - I've just gone through this in a bit more detail.. from his desktop...



But then on the router..



So that "Current connection" IP of 192.168.0.102 is very wrong... correct? Surely that should be a public IP or am I mistaken around how Telkom provisions this stuff?

 

[Cactus]

Put the sim card in a phone or another device and check if it works. If not, wait it out, else reset your router? Sometimes Telkom goes down in an area and you just have to wait it out.

 

[marioat1]

Yes, multiple times. I’m not familiar with the B525 and am just trying to figure out how to check the WAN IP / make sure the ‘outside’ has a valid IP.

I’m a little unclear as to whether the IP shown is actually the true outside or rather the routers own Ethernet interface.

Edited to add - I've just gone through this in a bit more detail.. from his desktop...

View attachment 660710

But then on the router..

View attachment 660694

So that "Current connection" IP of 192.168.0.102 is very wrong... correct? Surely that should be a public IP or am I mistaken around how Telkom provisions this stuff?

Plug the cable into a different port on router, I think it should be showing 3g or lte not ethernet on that landing page

 

[zedwunare]

Hi

Update. I didn't provide the entire context - from the B525 in the office there are four cables out the back.

Port1: Upstairs to an AP
Port2: Upstairs to a TV
Port3: Direct to PC
Port4: 30m cable going to AP in House

Given that Port 4 on the manual says something like LAN4/WAN I suggested my dad unplug it from the router and voila, the Internet became accessible again. As soon as he plugs it back in - bam - Internet dies.

So it seems the B525 thinks the Wireless Access Point is some sort of incoming Internet service - I told him to switch the cables into Port 3 and Port 4 around and the Internet service is working again but we haven't tested Internet from the Wireless Access Point yet - that may still be a problem.

The VERY odd thing is that nothing changed in terms of physical setup between yesterday and today, but suddenly the cabling setup today is not palatable to the B525.. but perhaps the initial sequence of connecting things while things were still working were thrown out of whack with the power failure in terms of sequence of powering back up?

Edited to add: Wireless Access Point working again as well. All fixed. What a bizarre problem. @marioat1: Ultimately you were 100% correct with the whole "why Ethernet on splash screen" observation and this prompted my suggestion to swap the PC cable with the wireless AP cable.

 

[marioat1]

Hi

Update. I didn't provide the entire context - from the B525 in the office there are four cables out the back.

Port1: Upstairs to an AP
Port2: Upstairs to a TV
Port3: Direct to PC
Port4: 30m cable going to AP in House

Given that Port 4 on the manual says something like LAN4/WAN I suggested my dad unplug it from the router and voila, the Internet became accessible again. As soon as he plugs it back in - bam - Internet dies.

So it seems the B525 thinks the Wireless Access Point is some sort of incoming Internet service - I told him to switch the cables into Port 3 and Port 4 around and the Internet service is working again but we haven't tested Internet from the Wireless Access Point yet - that may still be a problem.

The VERY odd thing is that nothing changed in terms of physical setup between yesterday and today, but suddenly the cabling setup today is not palatable to the B525.. but perhaps the initial sequence of connecting things while things were still working were thrown out of whack with the power failure in terms of sequence of powering back up?

Probably sign into router and in settings make the necessary change. Power outage probably had a slight surge that wiped the settings