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The Internet is not working. I have a direct cable

Customer Question
The Internet is not...

The Internet is not working.

Technician's Assistant: What computer or device are you trying to connect?

I have a direct cable connection from my Dell Computer to the modem

Technician's Assistant: Are you able to connect using an ethernet cable?

I am Using in either net cable now

Technician's Assistant: Which lights are colored and/or blinking on your router?

All lights are green. Wi-Fi and home PNA lights are blinking. The ethernet light is steady for occasional glitch here in there.

Technician's Assistant: Anything else you want the Network Expert to know before I connect you?

I unplugged the modem for five minutes and then plug it back in. I made sure my AT&T universe box was plugged in in the garage.

Submitted: 7 months ago.Category: Computer
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Answered in 2 minutes by:
11/23/2017
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago
Jason Jones
Jason Jones, Computer Expert
Category: Computer
Satisfied Customers: 19,251
Experience: Over 10 years of professional experience.
Verified

Hello,
I look forward to helping you today.

Please, follow the instructions below and send your answers to the questions I posed:

- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: cmd
- Click the Ok button.
- In the black window, type the following and press Enter: ipconfig
- Press Enter
Question #1: What is shown for the IP Address, Subnet Mask & Default Gateway?
- In the black window, type the following and press Enter: ping 4.2.2.3
Question #2: What does it say, replies or request timed outs?
- In the black box, type the following and press Enter: ping red.com
Question #3: What does it say, replies or request timed outs?

Please, send your reply below in the box. After you type your message, click the Send button.

Thank you,
Jason

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Customer reply replied 7 months ago
The IP address is 192.168.1.101.
The subnet mask is 225.225.225.0
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

1) What is listed for the Default Gateway?

- In the black window, type the following and press Enter: ping 4.2.2.3
Question #2: What does it say, replies or request timed outs?

- In the black box, type the following and press Enter: ping red.com
Question #3: What does it say, replies or request timed outs?

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Customer reply replied 7 months ago
Media disconnected
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Ignore the media disconnected. Look at the line that has the IP 192.168.1.101. Two lines below that line, what is listed for the gateway?

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Customer reply replied 7 months ago
192.168.1.254
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Thank you.

- In the black window, type the following and press Enter: ping 4.2.2.3Question #2: What does it say, replies or request timed outs? - In the black box, type the following and press Enter: ping red.comQuestion #3: What does it say, replies or request timed outs?
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Customer reply replied 7 months ago
Paying request could not find post 4.2.2.3. Please check the name and try again
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

- In the black window, type the following and press Enter: ping 192.168.1.254
Question #2: What does it say, replies or request timed outs?

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Customer reply replied 7 months ago
Request timed out
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

In the black window, type the following and press Enter: ping 192.168.1.101
What does it say, replies or request timed outs?

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Customer reply replied 7 months ago
After this it shows ping set to 192.168.1.254; packets : sent equal four, receive equal zero, lost equal four ( 100% loss)
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Thank you.

In the black window, type the following and press Enter: ping 192.168.1.101What does it say, replies or request timed outs?

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Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

- Hold down the two following keys at the same time: Windows key and the letter R
- In the box that comes up, type: ncpa.cpL
- Click the Ok button.
- Right click the network adapter icon that you are using to connect to the Internet.
- Click Properties

- Highlight INTERNET PROTOCOL (TCP/IP) V4
- Click the Properties button

Which options are chosen here?

- Choose the Obtain An IP address automatically option.

- Choose the Obtain DNS servers automatically option.

- Click APPLY

- Click OK > OK

Wait 1 minute and test the Internet connection once more.

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Customer reply replied 7 months ago
Done and ok
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Is it now working for you?

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Customer reply replied 7 months ago
No how do I test
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Try going to a website.

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Customer reply replied 7 months ago
Still does not work.
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Are any other computers in your network able to access the Internet?

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Customer reply replied 7 months ago
Just noticed the Wi-Fi light is not blinking anymore.
Customer reply replied 7 months ago
No
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Have you contacted your Internet Service Provider, yet? It appears that there is an issue with your Internet account or with the actual modem.

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Customer reply replied 7 months ago
No but I will.
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Thank you. Do you want to do that and report back to me after you contact them?

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