Broadband Connection Diagnosis - Not quite connected (Sky Fibre Broadband) - HotUKDeals
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Broadband Connection Diagnosis - Not quite connected (Sky Fibre Broadband)

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Broadband Connection Diagnosis - Not quite connected (Sky Fibre Broadband) For the past couple of weeks I am facing an issue with my Sky fibre broadband. Upon booting up, my laptop automatically… Read More
jamilayz Avatar
2w, 3d agoPosted 2 weeks, 3 days ago
Broadband Connection Diagnosis - Not quite connected (Sky Fibre Broadband)

For the past couple of weeks I am facing an issue with my Sky fibre broadband.

Upon booting up, my laptop automatically connects to the Wi-Fi, but I keep getting the following message whenever I open Internet Explorer or Google Chrome and internet doesn't work on it at all.

Broadband Connection Diagnosis - Not quite connected

The only way I can get it to work is by disabling the Wi-Fi adaptor a few times or rebooting the laptop.

I have also tried plugging the Ethernet cable directly into the Sky Q Hub as well but it's the same.

All the drivers are up to date as I have checked but this happens nearly all the time.

I have even tried uninstalling the drivers, rebooting and resetting the Sky Q Hub but no added benefit.

Ethernet Adaptor:-

Realtek PCIe FE Family Controller

Driver Version: 10.13.1223.2016

WiFi Adaptor:-

Intel Dual Band Wireless-AC-3168

Driver Version: 19.40.0.3

Reported this issue to Sky on Wednesday as they sent me a replacement Sky Q Hub which arrived on Friday. Everything worked fine till Sunday afternoon but then we were back on square one.

Over the weekend reinstalled Windows 10 along with all the drivers but I am still having the same issue.

All the other devices in the household are able to connect to the same Wi-Fi and even via using an Ethernet cable but this laptop is having an intermittent connection both via Wi-Fi and by using an Ethernet cable.

Tried uninstalling Norton Security as well but it’s the same.

Even tried the power & sleep settings as well i.e. as they are already set to High Performance but no luck.

Do you reckon there is hardware compatibility issue between the laptop and Sky Q hub as the laptop connects perfectly to my mobile phone hot spot and other Wi-Fi’s but not with Sky Q Hub.

HP Pavilion - 15-au109na

Any suggestions?
jamilayz Avatar
2w, 3d agoPosted 2 weeks, 3 days ago
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Responses/page:
#1
http://i1381.photobucket.com/albums/ah204/jamilayz/Broadband%20Connection%20Diagnosis_zps7fpyquej.jpg
#2
Even tried clicking on Fibre and went through all the options but still this page keeps coming up.
#3
Specifically during the period when the problematic lappy is going through the "not quite connected" stage, are other devices that are connected to the same network able to successfully access the internet, or do they also see the "not quite connected" page?
#4
Don't know the Q router, but is the internet light on? Looks like traffic can't get further than the router which would indicate no broadband connection.
#5
Other devices are able to surf the web with no problems as this message is not displayed on them.

Internet light remains solid green.
#6
Can you ping websites etc from a cmd prompt?
#7
does your laptop work ok in a friends/families home ?
are their any other laptops or computers in your house running Windows 10 ?
#8
Update the wifi adaptor to the latest v19.50.1, then reboot everything and let us know if any change.
https://downloadcenter.intel.com/product/94854/Intel-Dual-Band-Wireless-AC-3168
#9
I have a similar issue however I have Sky Broadband. My internet would disconnect every few hours and reconnect itself. This went on for almost a year until I decided to call Sky. An engineer came to check the line which turned out to be okay. Then he checked the sockets which was also okay. After he left it kept disconnecting again and again.

Another engineer came where he replaced all the filters and the router. The problem continued. I forgot to mention the internet had always worked for the last 7 years with no problem.

Finally, we thought we connect to another socket and it worked. It has not disconnected once in the last 14 days. Try connecting to another socket.
#10
Hi, just updated the driver using intel utility to 19.50.1.5, result negative.

Installed TP Link Archer T1U AC450 USB wireless adapter and connected to wifi using that but no added benefit.

Took the BT Filtered faceplate off, inserted the Sky Broadband filter into the test socket, waited a few minutes and then tried; result nothing.

Haven't got any other laptops or desktops in the house, just this one.

Ethernet seems to be working fine for now.

Laptop connects perfectly to mobile hotspot but not to Sky Q Hub.

Ran the windows network diagnostics and it says the following:-

Your computer appears to be correctly configured, but the device or resource (DNS server) is not responding.

What I need to do as I am really getting stressed out ?

Thank you in advance.

Edited By: jamilayz on Apr 10, 2017 20:42
#11
jamilayz
Hi, just updated the driver using intel utility to 19.50.1.5, result negative.
Installed TP Link Archer T1U AC450 USB wireless adapter and connected to wifi using that but no added benefit.
Took the BT Filtered faceplate off, inserted the Sky Broadband filter into the test socket, waited a few minutes and then tried; result nothing.
Haven't got any other laptops or desktops in the house, just this one.
Ethernet seems to be working fine for now.
Laptop connects perfectly to mobile hotspot but not to Sky Q Hub.
Ran the windows network diagnostics and it says the following:-
Your computer appears to be correctly configured, but the device or resource (DNS server) is not responding.
What I need to do as I am really getting stressed out ?
Thank you in advance.
Have you tried a different browser?
Can you access the routers GUI?
Can you ping bbc.co.uk via cmd prompt?
#12
Yes I have tried google chrome & can access the Sky router page.
#13
How far from router?

2.4 or 5ghz connection?
#14
Approximately 5 metres.

Tried both 2.4 & 5 GHz - result nothing.

Microsoft did a remote session will report later whether it's working or not.

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