Ethernet shows WiFi but Internet Access Blocked
CherylS47
Enthusiast - Level 2

Got install 4 days ago with rented G3100 router. WiFi works on iPhone, except My Fios won’t connect/open. Settings show computer Ethernet connected to Internet yet Internet Access denied. So far, over 8 hours with online tech support (horrible experience) and 2nd in-home tech who checked everything, rebooted everything, tried another router. 

Can anyone tell me how to fix this?

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Cang_Household
Community Leader
Community Leader

You said "WiFi works on IPhone," do you mean that it can access the Internet , for exampling, go to Google the search engine?

"Settings show computer Ethernet connected to Internet yet Internet Access denied." Ethernet connection only indicates that the data link between your computer and the access point is working. It does not indicate that you can reach the Internet.

It seems like a firewall issue either at your computer or the router itself. Since you rebooted the router and perhaps factory reseted it too, it seems your computer is blocking the access. Can you swap the computer and test again?

Another possibility is Verizon's upstream devices are at fault. If you login to the router's Web-based configuration interface, does it show a public IP address and say the "Ethernet Status: Connected?"

CherylS47
Enthusiast - Level 2

I can access the Net on my phone except that the My Fios app will not load. The problem exists on two Windows 10 laptops and one Windows 7 PC. Firewalls were turned off on all computers. On the main laptop, anti virus was deleted. Yesterday a Verizon tech spent 4 hours, including considerable time on the phone with someone with expertise. The ONT, router and computers were rebooted after each try for a solution. 

I found (not sure how I got there - was researching fixes on line) that Ipv4 connectivity was off and turned it on. 

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CherylS47
Enthusiast - Level 2

First, thank you for your response to my issue.  Could you tell me how to login to the routers Web based interface?  I will then check and let you know. 

Thank you. 

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CherylS47
Enthusiast - Level 2

Looked up how to get to router’s Web interface but I can’t get that to work. 

FYI, for the second time in the few minutes I have been able to observe, all the lights on the router’s connections go off until I unplug the router and plug it back in.  The button on the front of the router remains white when the connection lights go and stay off. 

Yesterday’s in home tech supposedly reported problems to his supervisor. I left her a voicemail but no response yet. 

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Cang_Household
Community Leader
Community Leader

I will render a full response later. Meanwhile, I want to comment on a few things.

What kind of router do you have? A G3100 presumably. G3100 is pre-configured to turn off rear LEDs after a few moments.

An "In-Home Tech?" Is that somebody from Verizon or somebody else? I am just curious.

CherylS47
Enthusiast - Level 2

G3100. Good to know lights are supposed to turn off. 

A few days ago, I spent hours on the phone with a Verizon support person (with an Indian accent).  He determined that it wasn’t the router, cables but, per his assessment, something with 2 of my laptops - we switched out a new Windows 10 HP laptop for an older but still working HP laptop but still could not get Net access. I asked for a Verizon tech to come help; the online guy refused so I got a supervisor to ok a Verizon tech, who came Sunday, Nov. 29th. 

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Cang_Household
Community Leader
Community Leader

From the information given by you, I temporarily agree with the technician's assessment. I need more information from you, so I and others here can better diagnose the issue.

Can you confirm that your device is pulling an IP address from the G3100? I will outline the procedure for Windows 10. I believe Windows 7 and even XP have the similar procedure. On Windows 10/7, go to Control Panel > Network and Sharing Center > Connections > Ethernet / Wi-Fi > Details. Is the IPv4 address something like 192.168.1.x? Or is 169.254.x.x?

If you are comfortable with Command Prompt, Run cmd.exe and type in 

ipconfig

OR

netsh interface ipv4 show config

 Look for the correct interface and find its IPv4 address. If you want to screenshot it and post it here, make sure you redact your Physical (MAC) Address, the last octet of your IPv4 address (the number after the right most dot), and other identifiable information.

CherylS47
Enthusiast - Level 2

From Ethernet Details. (Wi-Fi Details page was Blank):


Connection-specific DNS.

    myfiosgateway.com


Description

     Realtek. PCle Gb E Family Controller

Physical Address

   [redacted]

DHCP Enabled.  yes

IPv4 Address.  192.168.1.153

IPv4 Subnet Mask. 255.255.255.0

Lease obtained. 11/30/2020. 11.42.38

Lease Expires. 12/1/2029. 12.31.58

IPv4 Default Gateway 192.168.1.1

IPv4 DHCP.   192.168.1.1

IPv4 DNS Server. 192.168.1.1

IPv4 WINS Server.    (Blank)

NetBIOS over Tcpip Enabled.  Yes

Link-local IPv6 Address

   fe80::b 198:a304:b972:68fd%17

IPv6 Default Gateway. (Blank)

IPv6 DNS Server. (Blank)

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CherylS47
Enthusiast - Level 2

Typo: lease expires 12/1/2020

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Cang_Household
Community Leader
Community Leader

Ok. Thank you for providing the information. Please redact your Physical Address by Edit your reply.

I see the computer does receive a DHCP lease from the G3100. I now suspect it is the Firewall or Parental Controls at the router are at fault.

I want you to test the Local Area Network connection first by pinging the IP address of any other connected device on your network, such as another computer or your phone connected by WiFi.

To ping a host, you need to execute commands via the Command Prompt. Simultaneously pressing keys Windows + R, a Run dialog will appear. Typing in cmd, and it will open the command prompt.

Find out the IP address of another local device, and type the following in the CMD

ping 192.168.1.x

x should be replaced with the corresponding number of another device's IP address.

As long as you are receiving responses like the following, that means your LAN network layer is functional, or the layer 3 is functional.

Pinging 192.168.1.x with 32 bytes of data:
Reply from 192.168.1.x: bytes=32 time=1ms TTL=64
Reply from 192.168.1.x: bytes=32 time<1ms TTL=64
Reply from 192.168.1.x: bytes=32 time<1ms TTL=64
Reply from 192.168.1.x: bytes=32 time<1ms TTL=64

Ping statistics for 192.168.1.x:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 0ms, Maximum = 1ms, Average = 0ms

 If your LAN is functional, then test your WAN network connection.

At the CMD, type as follows:

ping 8.8.8.8

This will ping the Google Public DNS, you can ping other public IP addresses too.

Please report here what do you see after pinging the 8.8.8.8. I believe it will be either time-outs, general failure, or destination unreachable,

CherylS47
Enthusiast - Level 2

I pinged my iPhone, Google, and my Printer and in each case got three lines of reply similar to your ping instructions that scrolled by so quickly that I could not read those lines of reply text. I did not get the ping statistics shown at the bottom of your sample in any of those cases. 

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Cang_Household
Community Leader
Community Leader

Are you directly type out the commands in the Run window? You should open the Command Prompt first, then type in the commands in the Prompt.

CherylS47
Enthusiast - Level 2

Sorry I missed a step. 

Both pings for iPhone and Google worked. 

Cang_Household
Community Leader
Community Leader

Can you just screenshot your command prompt?

If the ping to Google works that means your computer is connected to the Internet.

I think the problem might be your host-based Firewall on Windows.

Can you search in the start menu "Windows Defender Firewall with Advanced Security?" And screenshot the window for me? You should see something like this:

image

You should not see "Outbound connections that do not match a rule are blocked," I am being a maniac here by manually setting up allowed traffic. I don't want Apps to upgrade themselves unless I approve them.

CherylS47
Enthusiast - Level 2

image

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CherylS47
Enthusiast - Level 2

image

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Cang_Household
Community Leader
Community Leader

Ok. I see your Firewall is OK. Your Private and Domain are even turned off entirely.

I see your ping to 8.8.8.8 is fine. Can you just check the DNS server as well? Type in cmd

ping google.com

 It should resolve the domain name into an IP address then ping it. Please report back here.

I might need to take a look at your router next.

CherylS47
Enthusiast - Level 2

image

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Cang_Household
Community Leader
Community Leader

OK. I can now tentatively conclude that this is a Firewall related issue. Your data link (layer 2) seems to be OK because you can ping your devices on your network.

The network packets seem to be dropped by some Firewall, either at your computer or at the router. I think it is more likely at your computer's Firewall, because, when a router blocks the traffic, you should receive "Request Timedout" instead of "General Failure."

Not sure why it can reach 8.8.8.8 though, that is probably a Firewall exception rule.

I want you to clear the DNS cache and re-ping 8.8.8.8 and 8.8.4.4

To clear the DNS cache, type in cmd:

ipconfig /flushdns
CherylS47
Enthusiast - Level 2

image

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