iMac hardware failure? Can’t ping both routers

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I’ve got a customer with an iMac (waiting on screenshot of About this Mac)
Mac OS 10.13 and it’s approx 4-5 years old
It can’t ping both BT routers either wired or wireless. Other devices work fine on both their routers
It’s had a fresh install of Mac OS by restarting and holding down Cmd & R
It obtains an IP address and have tried using Google for DNS
Does this sound like a hardware failure?
They have not tried clearing the PRAM yet
 
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Your Mac's Specs
MBP 16" 2023 (M3 Pro), iPhone 15 Pro, plus ATVs, AWatch, MacMinis (multiple)
If it got an IP address successfully, it's communicating with the router. However if the IP is self generated, it may well not be. So, what's the IP number it shows? (Normally, IP numbers issued by routers are either in the range of 192.168.x.y or 10.10.x.y. A number starting with 169 is internally generated and not from the router.
 
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The DHCP lease has been refreshed when switching routers and it’s a 192.168.1.x IP each time same subnet as the BT Hub 6 and the other one a Hub 4

Really odd that it gets an IP but can’t ping router!
 
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I’ve accidentally fixed the problem by removing McAfee Total Security as it was crashing when I tried to open it earlier
 

IWT


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Born Scotland. Worked all over UK. Live in Wales
Your Mac's Specs
M2 Max Studio Extra, 32GB memory, 4TB, Sonoma 14.4 Apple 5K Retina Studio Monitor
I’ve accidentally fixed the problem by removing McAfee Total Security

I don't remember the number of times I've seen problems solved by removing AV apps which are totally unnecessary for Macs as there are no viruses in the wild which affect Macs. And these AV products not only mess up your Macs, but don't detect the malware which can affect any computer.

Malwarebytes.app does this job for free.

Bottom line: you don't need AV products on a Mac

Ian
 

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