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Post by EspadaIII on Dec 30, 2022 10:28:31 GMT
I am managing a flat newly acquired by an overseas client for his personal use. Given the location (in Cumbria), the availability and speed of internet was limited and we used Shell.
Everything appears to be working fine (in terms of the lights are on as they should be) except we cannot connect to the router over wifi. Inputting the password into the settings on any device does not connect us but sends us to a webpage which states that we are "not allowed to access this page with this browser" and also refers to WordPress.
Customer services have asked me to press the reset button for 15 seconds. But assuming this does not work, they have advised me to go to various websites which seem to refer to hosting my own webpage which I do not do.
Any suggestions. I am going up there in a few days to press the reset button and will take my laptop and see if I can connect with a cable.
TIA
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Rob
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Post by Rob on Dec 30, 2022 10:34:41 GMT
Good luck with Shell as a broadband provider - they are renowned for being one of the worst. Why didn't you opt for a more reputable provider?
What is the router? If you're seeing a webpage then you have connected to the router over wifi but presumably it's lot letting you get anywhere on the Internet.
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Post by bromptonaut on Dec 30, 2022 10:36:32 GMT
The message refers to the browser; which one is he using?
Is the page he's not allowed to access generated by the router, ie is it blocking him from accessing settings?
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Post by EspadaIII on Dec 30, 2022 14:40:43 GMT
We chose because the price was substantially lower than other providers for a very slow connection. I pay about £40pcm at home for a minimum of 150kbps?? Whereas in Cumbria the fastes is 10% of that for not much less and in some cases more. Shell were a more sensible just under half price.
If the phone signal was better I would have suggested a 5G mifi device.
Anyway it simply opens up Chrome and goes to a webpage which say access is denied with that browser but I don't want to open a browser, I want to connect to Wifi...
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Rob
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Post by Rob on Dec 30, 2022 15:06:32 GMT
I only pay £19pm (with a £3 discount) with Vodafone. And I get 76Mbps for that although for £37pm I'd get 910Mbps (with the £3 discount).
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Rob
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Post by Rob on Dec 30, 2022 15:07:28 GMT
Does the computer get an IP address from the router? Can you get to the router's homepage with a browser? Usually they are either 192.168.1.1 or 192.168.1.54 but I have no idea with the Shell Energy routers.
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bpg
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Post by bpg on Dec 30, 2022 16:37:00 GMT
Being a new router I'd bet tempted to start with a full factory reset, usually a little opening you push a small screwdriver or needle in to completely reset the device. The username and password is usually on a sticker on the base for first time use. Yes, it should not have been previously used but it's an unknown, remove the unknown. The error message you are seeing is what I'd expect to see if the device was setup to only allow known MAC addresses access to the internet hence the need for a full factory reset, at least then you know where you are working from.
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Rob
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Post by Rob on Dec 30, 2022 16:58:04 GMT
I'd agree with starting from a known position - known setup, known WiFi credentials etc.
On the computer that does connect - can you check what IP address and default gateway it gets. Can you ping the default gateway?
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Rob
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Post by Rob on Dec 30, 2022 18:50:53 GMT
And a tip from me for when people change broadband provider/router (some will probably do this already)....
Rename the access point to be the same as your old one with the same passphrase. So when friends and family visit or for all the Internet connected things you have via WiFi.... they will just connect automatically and need no changes to them.
When we recently got SkyQ I knew it could provide wifi hotspots for Sky broadband.... but it can for any broadband via WiFi... So I enabled that on the boxes too. If it's a downside I'm not sure but some WiFi connected devices show up as wired because the main SkyQ box is wired.
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bpg
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Post by bpg on Dec 30, 2022 21:42:07 GMT
You may have already seen this EspIII, there's a PDF to download if you're having difficulty sleeping: www.shellenergy.co.uk/info/broadband/TG588-guideIP address for the router, if you can't access through the usual www channel, is 192.168.1.1 though can occasionally be 192.168.0.1
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Post by EspadaIII on Dec 31, 2022 18:22:04 GMT
Thanks. I'll try in a few days.
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Post by EspadaIII on Jan 4, 2023 16:19:11 GMT
The reset worked. Not the fastest of speeds but at least we can browse, email and stream videos without much buffering. A Zoom call was poor but there could have been reasons at the other end for that.
Strangely a flat currently for sale in the block is advertised as having 75Mbps whereas the fastest we could get from any provider was about 17Mbps. I may need to have a chat with Shell.
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Post by Humph on Jan 4, 2023 16:38:35 GMT
…a word in their shell like perhaps? 😬
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Rob
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Post by Rob on Jan 4, 2023 17:15:13 GMT
I'd run a speed test (e.g. Ookla's speedtest.net) and see what you actually get. And ask the neighbouring flat to do the same.
I wonder what you'd get doing the same on a mobile using mobile data in the same location.
And if the neighbour really has 75Mbps over copper then that has to be fibre to the cabinet (FTTC) or a low end FTTP. If it's FTTC then you couldn't get it because the cabinet is full of other FTTC connection would be my guess. And now we're heading towards FTTP, Openreach won't be extending connection to cabinets because that costs and their investment is now in FTTP.
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Post by EspadaIII on Jan 5, 2023 12:19:47 GMT
So I had a chat with Shell this morning. The 75Mbps claim is clearly bogus (or the cabinet is full of other FTTC connections). The lady did a check whilst I was chatting with her and said that I was getting the maximum I could get in the location and Openreach did not offer anything faster to any other company in the area. I will do a speed test anyway and ask a couple of neighbours to do the same. She even tried to check if we could get FTTP or FTTC and neither was available.
However the result was a discount of £2 per month in charges and only a 12 month contract rather than 18 months so we could take advantage of better performance more quickly if it arrived in the area.
I did think of suggesting a 5G MiFi device to the client but the signal is rubbish and 4G is not a great deal better. Certainly not good enough to have a Zoom call with someone, even if you are standing outside.
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