Unable to view Internet pages

[ayresy76]

Morning Vodafone,

Wondering if you can offer some help to my issue, basically for the past week I have been unable to use the internet on my laptop via  (vodafone mobile broadband dongle ) I can get a connection a solid blue light on the dongle, but then clicking onto an internet page I get a message that states "Webpage can not be displayed" "The webpage can not be displayed due to a dns lookup failed"

This happens to every page I try to look at, I have contacted Vodafone via the telephone a few times over the past week and so far I have been advised to carry out the below but to no avail

1) put the sim into my mobile phone and do a re boot -

2) Put the dongle into a different USB port -

3) Uninstall the software including all firewalls/security and the re install -

4) flush the DNS settings by going Start>Run> OK , type ipconfig/flushdns then reboot

So far nothing has worked and I have been advised that the 3G signal is faulty as Im able to get a GPRS signal, (not sure this is true as Im able to get 3G on my Mobile Phone?? and I have tried from the following locations RG19, RG1, RG18, RG13,

The Dongle that I have is the K3805-Z USB Stick

Do you have any ideas what else I can do to try and fix this?

Many Thanks

[Retired-Dave]

Hi Ayressy76,

You already seem to have covered a few of the most likely tests there.

Are you able to try the dongle in a different computer to see if the issue occurs on that as well? Similarly, are you able to try the laptop on an alternate connection just to see if the web pages load that way?

Can you also advise if you've tried more than one browser in case it's tied to that, and if you have cleared the browser cache in case an old failure is getting in the way?

Can you also ensure you are using the latest version of the VMB software for me?

Dave

[ayresy76]

Hi Dave,

Thanks for the reply

Over the weekend I have tested my laptop on a friends wifi and can connect to the internet  fine without any problems and can view and access any internet pages, I then downloaded the latest vodafone version software on his laptop and attempted to access the internet and I got the same issue, bascially a 3G signal but no access to the internet.

I then went back to my laptop and uninstalled the software and reinstalled the software again(latest version) and Im still getting the same issues

I have tried using various different browsers, google chrome, internet explorer and firefox and I get the same issues on all them, I have also cleared the cache/cookies and browser history but still no joy

any suggestions?

Paul

[Retired-Lee]

Hi there ayresy76,

Thanks for coming back to us.

This could very well be a SIM issue. To rule this out could you try the below suggestions?

Can you first of all confirm which APN (access Point Name) you are using and what username is currently in use?

Secondly, could you possibly try the SIM from your dongle in a handset and attempt to browse a few pages on internet?

If so, does that work?

If the answer is yes please replace the SIM into the dongle and try again.

If this fails to rectify then you may have a faulty dongle.

Please let me know how you get on.

Regards,

LeeH

[ayresy76]

Hi Lee,

Right I have taken a look and the APN states "internet" and username is "web"

I then put the SIM from the dongle into my handset and was able to view internet pages with no issues, however when putting it back into the dongle I got the orginal issue and was not able to view any sites

Thanks 

[Ben_H]

Hi ayresy76,

Thanks for that. Popping your SIM into a phone and connecting to the web can push through any updates that were queuing and preventing your data connection. As these updates have been tried and you're still unable to connect, it looks like it's an issue with your dongle.

Much like the mobile phones we supply, our dongles can be repaired under warranty. If you'd like to sort this with my team for a repair pack to be sent out, simply email us using the instructions I've sent via Private Message. You can find your PM inbox here. 

Cheers, Ben