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WiFi issues since changing provider

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totor17 Posted messages 4 Status Member -  
ViV11 Posted messages 52 Status Member -
Hello,
Since my recent change of internet provider (from SFR to Bbox), I no longer have internet access, even though my computer indicates that I am connected!!!
After more than 3 interventions from Bouygues technicians (a total of 2 hours) remotely, the problem persists.
I managed to connect my son's PS3, but not my computer which was working perfectly before this change of operator this week.
I have tried to tinker for a few hours myself, but without success.
A serious helping hand would be very welcome...
Thank you in advance.

4 answers

  1.
    Buenos74 Posted messages 5252 Registration date   Status Member Last intervention   848
     
    Good evening,

    Start over from the beginning and secure your Wi-Fi connection with a WAP or WEP key, for example, on your Box, then reconfigure it on your PC by entering this key.

    Best regards.

    --
    "I am the Lizard King............... I can do everything"
    Jim Morrison (RIP)
    1
  2. totor17 Posted messages 4 Status Member
     
    Hello,

    Thank you.
    First of all, I forgot to mention that it is "only" the Wi-Fi connection with my computer that is not working. The wired connection works.
    The connection is secured with a key, and I had reconfigured my computer with this key. The Bouygues technician "tested everything" ("ping test", rebooted, reset the box, changed the key, and all sorts of other tests that I don't understand,...) and concluded that the problem came from my computer and advised me to refer to the site "how it works"...

    The issue lies elsewhere. But where?

    Best regards.
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    1. papodou Posted messages 18 Status Member 3
       
      Hello,

      The problem could be related to the network card. Try updating the drivers.

      Best regards.
      0
    2. ViV11 Posted messages 52 Status Member 2
       
      Hello,

      The Bbox has two Wi-Fi frequencies, one at 2.4GHz and one at 5GHz. Which Wi-Fi are you trying to connect to?
      Maybe that's where the problem is coming from.
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  3. totor17 Posted messages 4 Status Member
     
    Hello,

    Papodou: I have searched everything related to the network environment, many "boxes" are checked but I don't know what a driver is and I don't understand the steps to take. Could you please be more specific given my very limited computer skills? Thank you.

    ViV11: I couldn't find the information on the emission frequency but the box appears in my network with an "excellent" connection... But every time I try to open a page with Internet Explorer or Mozilla, it fails!

    Thank you.
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    1. papodou Posted messages 18 Status Member 3
       
      Excuse me for the lack of precision.

      So, you need to go to the control panel -> Hardware and Sound and then click on Device Manager.

      You will see "Network adapter". Can you tell me what you see? Thank you.

      Best regards.
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    2. ViV11 Posted messages 52 Status Member 2
       
      So you only see one Wi-Fi coming from your box? Are you able to connect to the box via Wi-Fi (not talking about internet access) already? If so, do you have the option to access the Bbox configuration panel? Here’s the link: 192.168.1.254
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    3. ViV11 Posted messages 52 Status Member 2
       
      And as Papodou says, the pilot may not be up to date and the problem might come from there. Please send me the model of your network card. To find out, proceed as follows:
      Click the Windows start button -> click left on Computer -> Manage -> then click on Device Manager on the left -> if there are any exclamation marks, let me know the names of the affected devices; otherwise, continue -> click on the little arrow to the left of Network Adapters -> and tell me the name of your card.
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  4. totor17 Posted messages 4 Status Member
     
    Good evening papodou, ViV11,
    after a new request to the technical service of Bouygues, a technician "logged into" my computer remotely (from Morocco!) and checked everything before concluding that everything seemed normal, drivers... but that a computer specialist would need to be involved.
    I took my computer and tested it at a friend's house where everything worked perfectly!
    I contacted customer service again, demanding a new box to be retrieved in the afternoon and functioning tonight.
    EVERYTHING IS WORKING NORMALLY!
    Conclusion: it was the box!
    Thank you very much for your contribution which helped me progress and not feel isolated in front of the "experts" at Bouygues who confidently blamed a malfunction of my computer.
    Have a good evening and thank you once again.
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    1. ViV11 Posted messages 52 Status Member 2
       
      Everything is well that ends well then! :) Don't forget to put "resolved"
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