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megadam
Contributor
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Message 1 of 202

BT Infinity 2 WAN Connection Dead

Hi,

 

Since around 1pm yesterday, my connection has suddenly cut out. I currently am setup using the BT OpenReach Fibre Modem with a LAN connection into my Asus RT-AC66U router acting as the access point. Sadly after restoring to factory defaults on the router and switching both devices off for a period of time, there is still no connection and only the following messages are being thrown by the Asus Router:

 

"Timeout waiting for PADO packets"

 

No configuration has changed and was working all ok up until 1pm yesterday. Any suggesstions of what else I can do to try and diagnose? I know the router is not busted as connecting my phone as a WAN provider over USB works perfectly fine and the fact that it was a sudden loss of connectivity makes it bizzare.

 

Contacted BT for support and they have advised me there is nothing wrong with the line.

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201 REPLIES 201
licquorice
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Message 2 of 202

Re: BT Infinity 2 WAN Connection Dead

Did you re-enter the username and password on the ASUS after the factory reset?  bthomehub@btbroadband.com  and BT

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gg30340
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Message 3 of 202

Re: BT Infinity 2 WAN Connection Dead

Make a direct connection from your PC to the modem which will eliminate the router. Follow this guide to do that. Use your computer as normal to see if it connects. If it does not connect you will know it is a faulty modem or line.

Step 1: Remove the router from the modem

Step2: Connect your pc/laptop into the modem using LAN1 port

Step3: Open network and sharing centre on windows and click set up a new connection or network

Step4: Connect to the internet then click make a new connection Broadband PPPoE

Step5: Username bthomehub@btbroadband.com and the password as BT

Step6: connect, If it doesn't,keep pressing try again until it does.

megadam
Contributor
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Message 4 of 202

Re: BT Infinity 2 WAN Connection Dead

Sadly yes I did! To no avail.
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megadam
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Message 5 of 202

Re: BT Infinity 2 WAN Connection Dead

Didn't think of this, I'll actually give this a go!
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Keith_Beddoe
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Message 6 of 202

Re: BT Infinity 2 WAN Connection Dead


@megadam wrote:

Hi,

 

Since around 1pm yesterday, my connection has suddenly cut out. I currently am setup using the BT OpenReach Fibre Modem

______________________________________________________________________________________________

 

Are there any alarm lights showing on the ONT (Fibre Modem). Lights on ONT

 

 

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megadam
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Message 7 of 202

Re: BT Infinity 2 WAN Connection Dead

Nope, all the lights are working as normal!
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Keith_Beddoe
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Message 8 of 202

Re: BT Infinity 2 WAN Connection Dead


@megadam wrote:
Nope, all the lights are working as normal!

Does your phone line come over the fibre? (Fibre Voice), and does that work?

 

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megadam
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Message 9 of 202

Re: BT Infinity 2 WAN Connection Dead

No the phone line and DSL lines are separate. Phone line is working all ok.

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Keith_Beddoe
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Message 10 of 202

Re: BT Infinity 2 WAN Connection Dead


@megadam wrote:

No the phone line and DSL lines are separate. Phone line is working all ok.


You mean optical fibre not DSL?

 

Its still looking like a network or router issue. Have you still got the home hub that BT supplied, so you can try that?

 

 

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