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meli
Newbie
1,224 Views
Message 1 of 14

HH5 - Can't ping hub, or load website on any devices

I had HH5 installed about 2 weeks ago now.

 

Never have been able to load web pages or anything on any devices. 

 

I'm on a Mac OS X. When I try to ping my hub/ip address(?) I get 100% packet loss. 

 

If I try to open a website on chrome I get the error: ERR_TIMED_OUT.

 

Any advice on how to fix it?

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13 REPLIES
Rottie
Expert
1,216 Views
Message 2 of 14

Re: HH5 - Can't ping hub, or load website on any devices


@meli wrote:

I had HH5 installed about 2 weeks ago now.

 

Never have been able to load web pages or anything on any devices. 

 

I'm on a Mac OS X. When I try to ping my hub/ip address(?) I get 100% packet loss. 

 

If I try to open a website on chrome I get the error: ERR_TIMED_OUT.

 

Any advice on how to fix it?


Hi there,

 

It sounds to me like you could well have a faulty hub. If this is the case, then there's nothing you can physically do, short of getting BT to send you a replacement unit out.

 

Before you do this, might I suggest that you do a reset of the Home Hub. The instructions for this can be found here. Smiley Happy

 

If the above procedure doesn't work then all I can suggest is giving BT a call and getting them to send a replacement unit as I said previously.

 

I hope this info helps. Smiley Very Happy

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meli
Newbie
1,211 Views
Message 3 of 14

Re: HH5 - Can't ping hub, or load website on any devices

@Rottie

 

I've had 3 different hubs within this time (two HH5's and one HH4) and none have worked. 

 

I've been on the phone to BT for hours and hours trying to resolve this. I've had 2 normal engineers and 1 'specialist' engineer. I have another coming tomorrow, but I fear he will not fix it either. 

 

Thank you for you comment though! Smiley Very Happy

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BeardyDave
Contributor
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Message 4 of 14

Re: HH5 - Can't ping hub, or load website on any devices

I find it hard to believe that you've been unlucky enough to have 3 broken routers. Although it's not impossible. Smiley Sad It seems more likely that there's a problem with your computer or the cable that you're using between it and the router. If you've been using the new cable supplied with each router then it's probably not a cable problem either. So I'd start troubleshooting your computers network connection.

 

Just to check, are you connecting an ethernet cable between the network socket on your Mac and one of the yellow LAN ports on your router? Try all four ports.

 

I have no experience with Macs but if this was a PC I'd be checking if the network connection was definitely setup to pickup it's IP address using DHCP and that no settings such as IP address, default gateway, subnet or DNS servers were typed in manually. Then I would check that the netwok connection was picking up a valid IP from the router. It should be something like 192.168.1.55 on subnet 255.255.255.0 and a default gateway of 192.168.1.254.

 

If you're computer is picking up an IP from the router, then temporarily disable any firewalls or other software that might be creating a barrier between your network connection and the router. Try to connect to the router now. Don't forget to turn these back on after.

 

If that doesn't help then I would suggest tesing your computer's network connection at someone elses house or at work etc to make sure you can access the internet there and ping things on the local network.

 

If you've proved that your computer's network connection and ethernet cable are working with other equipment and that no security software etc is blocking traffic, then I'm not sure what the problem could be at the moment. Let me know if any of that was useful or not. Smiley Happy

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meli
Newbie
1,188 Views
Message 5 of 14

Re: HH5 - Can't ping hub, or load website on any devices

@BeardyDave

 

 

I've tried connecting to the internet on my ipad and iphone too... none of them can load websites or apps that use the internet.

 

I've tried all 4 LAN ports on the back, none have worked. 

 

I've tried disabling the firewall from the BT home hub manager, that didn't work either, unfortunately. (Turned back on afterwards). I don't believe there is any firewall software on my mac itself (or iphone or ipad).

 

I've been able to successfully connect to a HH5 at my uncle's house with no problems at all (all my devices were successful too!)

 

Though, you lost me with the subnet part. Also, looking at the manager page, on the 2.4Ghz wireless, nothing is detected... Not sure if that's a problem?

 

It's stumped the BT people too. This has been going on for a month now! 

 

Thanks for your comment, Dave! Smiley Happy

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Distinguished Sage
Distinguished Sage
1,186 Views
Message 6 of 14

Re: HH5 - Can't ping hub, or load website on any devices

When you say you have had two HH5s and one HH4 I presume that at some stage you have had an Openreach modem connected in order to use the HH4.

 

Did you disconnect the Openreach modem when you connected the HH5 or did you connect through the modem?

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meli
Newbie
1,183 Views
Message 7 of 14

Re: HH5 - Can't ping hub, or load website on any devices

@gg30340

 

Well, I'm not sure what happened with the HH4. I had thought the engineer had said HH4, but on googling it, the 4 looks like the HH5, but the one he brought out was white. So maybe HH1?

 

It was an engineer who hooked it up, just to test to see if it worked sort of thing (it didn't) and he re-installed the HH5 again after. So I'm guessing he would've installed it correctly to check? (This was the one who was said to be a 'specialist'). Smiley Happy

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Rottie
Expert
1,174 Views
Message 8 of 14

Re: HH5 - Can't ping hub, or load website on any devices

Hi again,

 

What do you see when you go into System Preferences > Network and select "ethernet" from the left-hand pane? Ideally, you should be seeing an internal IP address issued by the DHCP server in the Home Hub.

 

See screenie below (I'm not using a Home Hub, so my router address is different to what you would expect to see)

Network pane.jpg

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Distinguished Sage
Distinguished Sage
1,161 Views
Message 9 of 14

Re: HH5 - Can't ping hub, or load website on any devices

Could it have been an Openreach modem that the engineer tried.

 

Modem.jpg

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meli
Newbie
1,160 Views
Message 10 of 14

Re: HH5 - Can't ping hub, or load website on any devices

@rottie

 

I just checked, and apart from the last two numbers on my IP address, it looks just like what @BeardyDave said (IP: 192.168.1.55, subnet 255.255.255.0 and a default gateway of 192.168.1.254). 

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