Unraveling a Stubborn Internet Connectivity Issue: Seeking Expert Insights

After a decade of experience in the IT industry, I thought I had encountered nearly every conceivable network problem. However, a recent challenge posed by a long-standing client has left me baffled and in need of expert assistance.

The Challenge

My client, whom I’ve supported over the years, reached out with a connectivity issue that initially seemed straightforward. A quick reset of the modem and perhaps a couple of driver updates should take no longer than 30 minutes, or so I thought. Fast forward to day two of troubleshooting, and I’m still grappling with a perplexing situation.

The Symptoms

The primary issue involves their computers being redirected to msftconnecttest.com. This typically indicates a lack of internet connection, where Windows attempts to guide users to re-establish a connection. To address this, my first step was to reset the Frontier/Verizon modem, unfortunately with no success. Next, I reset the network settings on their computers, noting that both Mac and PC devices were unable to connect, although only the PCs experienced the redirect problem. Disabling msftconnecttest in the registry didn’t yield any results either; despite apparent loading attempts, users were met with the familiar redirect page.

Disconcerting Findings

Upon conducting a ping test to Google, all attempts returned the same IP address: 172.19.1.254—which is certainly not Google’s, with response times clocking in at less than 1ms. Strangely, devices, whether wired or wireless, could no longer even ping the modem.

In a bid for clarity, I contacted Frontier’s technical support, where I received an alarming assessment: “The modem has been hacked by Russia.” Yes, you read that correctly. The suggestion was to replace the modem, which I promptly did at a local Frontier store. Yet, to my dismay, the same issue persisted.

A Glimmer of Hope?

Interestingly, I discovered that using a mobile hotspot allowed the computers to connect to the internet without issues. This clearly indicates that the problem likely resides with the ISP rather than the client’s equipment.

Upon reaching out to Frontier once more, I was informed that their tests showed the modem was functioning correctly and that they could ping it successfully. To add to my frustration, they suggested that I could only obtain further assistance via their Premium IT Support service—a paid option.

Seeking Solutions

At