Title: Unraveling an Internet Connectivity Mystery: Seeking Solutions for a Long-Term Client
In my decade-long journey in the IT industry, I have encountered myriad challenges, but nothing quite like this situation I’m currently facing with one of my long-standing clients. As their dedicated IT partner, I’ve always been their go-to person for troubleshooting various tech issues. When they recently contacted me about a seemingly simple internet connectivity problem, I expected a quick fix. However, two days later, I find myself reaching out to fellow professionals for assistance, as the problem has proven to be more complicated than anticipated.
The Problem Unfolds
The client reported that their computers were redirecting all internet traffic to an address associated with Microsoft’s connectivity tests, resulting in a message indicating “no internet access.” This typically suggests a failure to establish a connection, so my initial response was to reset the modem (a Frontier/Verizon device) and update a couple of drivers. However, this quick fix didn’t solve the issue. I then attempted a network settings reset on the computers, noting that while both Mac and PC devices could not access the network, only the PCs were experiencing the redirection.
Troubleshooting Steps Taken
Despite disabling the entry related to msftconnecttest in the registry, attempts to access other websites continued to redirect to the same landing page, albeit with the loading icon suggesting connectivity. A crucial step in diagnosing the issue was conducting a ping test to Google, which returned an IP address of 172.19.1.254—not Google’s IP—indicating a larger issue at play. The network’s computers—both wired and wireless—were unable to ping the modem, which raised red flags.
A Frustrating Call to Frontier
Upon contacting Frontier’s support, I had an unexpected exchange where a technician suggested that the modem might have been compromised, humorously tracing the issue back to Russian hackers. After replacing the modem at a local store, I was disheartened to find that the problem persisted. However, an interesting twist emerged: when using a mobile hotspot, internet connectivity worked flawlessly. This led me to conclude that the problem likely lay with the ISP rather than the client’s hardware or settings.
After another call to Frontier, I was met with conflicting information. The representative claimed they could ping the modem and verify internet connectivity, while recommending an upgrade to their Premium IT Support service for further assistance—something I wasn’t eager to consider.
At a Standstill
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