Had Spark Fibre Then woke up to no internet. Any Ideas?

Forums › Spark New Zealand (including Skinny and BigPipe) › Had Spark Fibre Then woke up to no internet. Any Ideas?

Sassy1966

7 posts

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#280724 6-Jan-2021 14:50

With Spark, had fibre installed 18 months ago and it worked fine till 2 days ago. Woke up and every devise in the house suddenly had no internet. Modem says connected , devices show the modem is connected but no device can connect to get the internet.Nothing has been changed in settings or anything. Worked when went to bed and nothing worked when woke up. Did the live help 4 times now. Chorus tech says all is fine there end as there is connectivity so not their problem. Spark chat got us doing all the standard turn off, reset, check cables tests and said need new modem. Went and got new modem from spark came home and still same issue. Contacted Spark chat again told that new modem must be faulty too. Back to Spark we went and got another modem. Still same issue. Contacted Spark chat again and once again they have opened up another job. Has anyone else had this happen to them? If so how did the issue get resolved? Any help would be immensely appreciated.

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Mad Scientist
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#2631211 6-Jan-2021 14:56

first restart everything - the ONT, modem, all your devices

wellygary

8312 posts

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#2631213 6-Jan-2021 14:59

You could try a direct connect from a PC/Laptop to the ONT, (you would need to set the VLAN to 10)

If that proved successful then it is the modem/router that is likely at fault...

Sassy1966

7 posts

Wannabe Geek

#2631220 6-Jan-2021 15:04

We have reset the ONT , reset the new modem , changed the cables to new ones, tried to connect the laptop to the Modem via ethernet and none of this has worked.

Really seems strange as everything in the house shows the connection is there , just no internet is working. It is like everything is working perfect and just needs a switch to be turned on to allow us to use it if that makes sense.

CYaBro

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#2631221 6-Jan-2021 15:08

It's DNS. :D

Opinions are my own and not the views of my employer.

Sassy1966

7 posts

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#2631222 6-Jan-2021 15:11

Interesting you says DNS as mentioned to Spark at one stage saw error DNS server doesn't exist. But they keep saying it is modem that's faulty.

Is there a way to resolve this DNS?

CYaBro

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#2631228 6-Jan-2021 15:13

Sassy1966:

Interesting you says DNS as mentioned to Spark at one stage saw error DNS server doesn't exist. But they keep saying it is modem that's faulty.

Is there a way to resolve this DNS?

Jump onto one of your computers and get into the network settings and set a manual DNS server so it's not using the modem by default.

Try 1.1.1.1 or 8.8.8.8

Opinions are my own and not the views of my employer.

wellygary

8312 posts

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#2631234 6-Jan-2021 15:18

Sassy1966:

Interesting you says DNS as mentioned to Spark at one stage saw error DNS server doesn't exist. But they keep saying it is modem that's faulty.

Is there a way to resolve this DNS?

To test if its DNS type "130.195.2.11" - with no quote marks into a browser ... if it gives you a page at Vic Uni, then its a DNS fault...

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Sassy1966

7 posts

Wannabe Geek

#2631241 6-Jan-2021 15:32

Wellygary when I did that I got the below message

Your connection is not private

Attackers might be trying to steal your information from 130.195.2.11 (for example, passwords, messages, or credit cards). Learn more

NET::ERR_CERT_COMMON_NAME_INVALID

CYaBro

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#2631248 6-Jan-2021 15:37

Sassy1966:

Wellygary when I did that I got the below message

Your connection is not private

Attackers might be trying to steal your information from 130.195.2.11 (for example, passwords, messages, or credit cards). Learn more

NET::ERR_CERT_COMMON_NAME_INVALID

Click the Advanced button and then continue to the site anyway.

Sounds like it is a DNS issue though since you got that far.

Opinions are my own and not the views of my employer.

Jase2985

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#2631249 6-Jan-2021 15:38

so you can see that IP address but you cant visit any other website by trying in the name, ie google.com?

can you ping geekzone.co.nz?

if not can you ping 104.26.9.251?

if you can do the second one but not the first it looks like a DNS issue, try what someone said before and manually enter the DNS server on one device and see what happens

your router might need the DNS servers updated

MaxineN

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#2631251 6-Jan-2021 15:40

This sounds nuts but is the time correct? Also does the router have the proper time?

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

Batman

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#2631252 6-Jan-2021 15:40

Sassy1966:

Wellygary when I did that I got the below message

Your connection is not private
Attackers might be trying to steal your information from 130.195.2.11 (for example, passwords, messages, or credit cards). Learn more

NET::ERR_CERT_COMMON_NAME_INVALID

I have no idea what I'm doing but when I type in the website I'm getting the same message

wellygary

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#2631253 6-Jan-2021 15:40

Sassy1966:

Wellygary when I did that I got the below message

Your connection is not private

Attackers might be trying to steal your information from 130.195.2.11 (for example, passwords, messages, or credit cards). Learn more

NET::ERR_CERT_COMMON_NAME_INVALID

Sounds hopeful.. do you have a "ignore the dragons" option to actually keep loading the page....

freitasm

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Geekzone

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#2631255 6-Jan-2021 15:48

Sassy1966:

Interesting you says DNS as mentioned to Spark at one stage saw error DNS server doesn't exist. But they keep saying it is modem that's faulty.

Is there a way to resolve this DNS?

Open a command prompt and run

nslookup www.geekzone.co.nz 8.8.8.8

If you get a response like this, you know it's DNS.

Server: dns.google
Address: 8.8.8.8

Non-authoritative answer:
Name: www.geekzone.co.nz
Addresses: 2606:4700:20::681a:8fb
2606:4700:20::681a:9fb
2606:4700:20::ac43:474e
104.26.8.251
104.26.9.251
172.67.71.78

freitasm

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Geekzone

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#2631256 6-Jan-2021 15:50

@Sassy1966:

Wellygary when I did that I got the below message

Your connection is not private

Attackers might be trying to steal your information from 130.195.2.11 (for example, passwords, messages, or credit cards). Learn more

NET::ERR_CERT_COMMON_NAME_INVALID

This is correct - the server expected a request for a specific domain name but instead got an IP address. This means the certificate presented won't match the request.

This proves you do have Internet, just not name resolution. Try the command I posted in my previous reply.

If it works, open the router configuration page and use Google's 8.8.8.8 / 8.8.4.4 as primary and secondary DNS.

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