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tpath
Beginner
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Message 1 of 17

BT Infinity connection issues - Hub 5 has blue light

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Hey,

 

Issue started on Thursday (6th October) - the hub light was blue, couldnt resolve any web addresses.  Have tried multiple laptops, desktops (wired connection) and mobile phones.  All have the same issue.

 

Restarted HUB multiple times.. no joy.  BT say all is fine. And refused to send out an engineer even after I suggested that I would pay if fault was found to be mine?

anyways.... So, I plugged in my NETGEAR router which I used prior to moving house and obtaining the HUB 5.

 

Settings:

 

defaultssmall.png

 

First diganostic showed failures with default gateway and DNS servers.

 

one_small.png

 

I was able to change the DNS myself to google (8.8.8.8) and another at 4.4.2.2 and ran again and successfully passed primary DNS test but still failed default gateway and NSCI.  Changing DNS however did not resolve issue.

 

below is a screenshot ping netflix and google, google works but still cannot browse to it.

 

Screen Shot 2016-10-07 at 18.58.58.png

 

any ideas?

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tpath
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Message 2 of 17

Re: BT Infinity connection issues - Hub 5 has blue light

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Have also tried my older BT HUB 3 - no joy.
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Distinguished Sage
Distinguished Sage
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Message 3 of 17

Re: BT Infinity connection issues - Hub 5 has blue light

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@tpath wrote:
Have also tried my older BT HUB 3 - no joy.

That will not work without an Openreach modem.

 

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tpath
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Message 4 of 17

Re: BT Infinity connection issues - Hub 5 has blue light

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Yep, I have that and connected up correctly.

 

All lights are blue but still unable to browse.  All devices function just fine when I tether go phone or connect to a local BT FON connection

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Distinguished Sage
Distinguished Sage
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Message 5 of 17

Re: BT Infinity connection issues - Hub 5 has blue light

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The ping gateway will always fail as the server is set not to respond to pings, likewise probably the BT DNS servers. Not sure what 'Network Connection Status Inspect(NCSI)' is testing but it passes on my TP Link (not Netgear!). Can you browse to sites if you enter the ip address directly in the browser address bar?

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tpath
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Message 6 of 17

Re: BT Infinity connection issues - Hub 5 has blue light

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Woops, right you are, it's tp link.

No, even tho I can ping google, browsing by ip doesn't resolve either.
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Distinguished Sage
Distinguished Sage
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Message 7 of 17

Re: BT Infinity connection issues - Hub 5 has blue light

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Presumably it just times out rather than going to a landing page.

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Distinguished Sage
Distinguished Sage
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Message 8 of 17

Re: BT Infinity connection issues - Hub 5 has blue light

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Are any of your neighbours having the same problem? It sounds like extremely severe congestion or fault in the backhaul network.

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tpath
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Message 9 of 17

Re: BT Infinity connection issues - Hub 5 has blue light

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Correct
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tpath
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Message 10 of 17

Re: BT Infinity connection issues - Hub 5 has blue light

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I can piggy back on a local BT FON signal - so someone near by doesn't have an issue. I believe that service is spawned from another home hub?

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