@JustinSh An Ethernet connection should work fine.
Can you try opening a Command window on your PC and enter the following command:
ping 8.8.8.8
If that works and you receive responses, that confirms that you do have network connectivity. If you get timeouts, you don't have connectivity and we'll need to figure out why.
Are you in a standard Rogers-supported configuration or are you using your own router with your Ignite Gateway in Bridge Mode?
Have you also powered off your old Bell modem and disconnected it from your network?
@JustinSh Your computer definitely has network connectivity but probably cannot resolve names (such as www.rogers.com) to IP addresses.
Do you have a 3rd-party DNS service configured on your windows PC and also have either Parental Controls or Advanced Security enabled on your Ignite Gateway?
Did you accidentally "Pause" Internet access for that device in Ignite HomeConnect?
https://www.rogers.com/support/internet/pause-devices-wifi-access-with-ignite-homeconnect
Does "ping www.rogers.com" work?
Is your PC able to check for updates?
If your computer has basic network connectivity and you have not make any potentially problematic configuration changes, it should be the sort of thing that can get fixed by rebooting your PC.
Sounds like a DNS problem.
Open command and show us the results from command ipconfig /all
@JustinSh wrote:
How can I solve the problem?
Your best bet is to go through the following Microsoft Support page: Troubleshooting network problems in Windows
Given that you have basic network connectivity, you can still go through the entire help article... or you can scroll down and go to the "Network troubleshooting on your device" section. That should help you to reset your network stack back into a good state.
Another possibility is that your system has been infected with malware.
@JustinSh, @-G- asked if you had a 3rd-party DNS service running, to which you responded "no". I wonder if you assumed that meant a DNS server on your network? So, I'm thinking that its possible that @-G- was asking if the pc itself is set to run a DNS service other than Rogers DNS. Not that it should make a difference. If you had the pc running some DNS other than Rogers, it should work, unless of course the modem is intercepting the DNS request and making a mess of it. Fwiw, I don't use Rogers DNS now and never have.
So, with the IP and DNS addresses in mind, can you check their address setting in the pc? To do that, follow the lists shown below:
Start -> Select Control Panel -> Select Network And Sharing Center -> Automatically brings up the Network Connections page -> right click and select the adapter Properties -> Brings up the Ethernet Properties popup ->
1. Scroll down and select Internet Protocol Version 4 (TCP/IPv4) -> Select Properties to display the Internet Protocol Version 4 (TCP/IPv4) Properties -> Both "Obtain an IP address automatically" and "Obtain DNS server address" should be set as indicated to "Automatically". Change them if necessary and hit Ok at the bottom of that panel.
2. Scroll down and select Internet Protocol Version 6 (TCP/IPv6) -> Select Properties to display the Internet Protocol Version 6 (TCP/IPv6) Properties -> Both "Obtain an IP address automatically" and "Obtain DNS server address" should be set as indicated to "Automatically". Change them if necessary and hit Ok at the bottom of that panel.
If you made any changes, close all of the panels and reboot the pc.
Just to note, Bell doesn't use IPv6, so I wonder what your pc is set to at the present time. I suspect all of the above settings should be on Auto, but, you would need to confirm that.
@JustinSh never mentioned what version of Windows is installed or how old the PC is.
@Datalink A recent PC, running Windows 10 or 11, with default settings, should "just work" with Ignite Internet, especially with an Ethernet connection. It appears that the basic IP connectivity is there but name resolution is broken. So, what could an Ignite Gateway do to break that?
A lot of people choose to use an alternate DNS provider -- Quad9, Cloudflare, Google Public DNS, OpenDNS, etc.
Ignite's Parental Controls and Advanced Security features use DNS to block access to forbidden / black-listed sites... and to prevent users from bypassing those features, they block DNS queries to third-party providers. (That's also the main reason why Comcast does not allow you to configure 3rd-party DNS servers.)
The Ignite HomeConnect app encourages customers to enable Advanced Security, and this can cause all sorts of weird breakage.
Hello, @CXW.
I appreciate you joining this thread and letting us know about a similar problem you are experiencing.
However, to better assist you, we need more details:
- Where is the modem installed? Like in the living room, etc.
- What's the model of the modem?
- Have you enabled the Advanced Security on the modem?
- What devices are not connecting to the Internet?
- Do you see any error messages?
The more details you can provide us, the better we can help.
We look forward to hearing from you.
Cheers,
RogersMoin
Good morning @CXW,
Are you experiencing Internet troubles with all your devices simultaneously, or on a specific device like the OP?
If it's a specific device, what kind of device is impacted? Are you able to surf directly to a website by typing in the URL or does this only happen when you attempt to search via Google?
Regards,
RogersCorey
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