Infinity only working on wifi

okonaut — Mon, 10 Nov 2014 22:12:48 GMT

We had infinity for business installed on Friday and it doesn't work.

Symptoms:

* Using a LAN connection we can access the hub manager page, but not the internet

* Using a WIFI connection we can access the internet too

* On a LAN connection a ping/tracert to any outside domain just fails on DNS lookup

* ON a LAN connection a ping to an eternal IP fails with no response

* Username/pass on hub manager is correct and showing as connected

I reported this on friday and was told that the problem was that BT had not yet marked our order complete. I was told this would be corrected over the weekend. Today I was told that this had been fixed, but this has not resolved the issue.

Some things that might (or not) be related:

* After the order was completed at the weekend we lost telephone service on our other lines

* We ordered a static IP, but static IP is turned off in the hub manager page (support told me that this is correct)

Set-up is Hub > switch > my laptop (plus a few other devices experiencing the same issues)

Now, being a pessimist I kept our broadband running with a non BT provider until this was working, installating infinity on a seperate phone line. If I switch the connection into our switch to the ADSL connection everything works fine.

I've had a couple of lengthy calls with support, but have no resolution. BT dont' seem to care much that we can't actually use the connection we're paying for, so this is my last shot before looking for uninstall + refund. Any help appreciated. Many thanks

Re: Infinity only working on wifi

Burkem5 — Tue, 11 Nov 2014 11:54:13 GMT

HI there @okonaut

Can you tell me what happens if you run an "Ipconfig" on that line?

Can you copy and past the Ethernet Local area connection section?

It sounds like you may have your TCP/IP settings set to manual on the wired connection, if these are set to a different subnet to the router then you may be able to access the router GUI but you wount get anything else. I have seen this very occasionally and it is quite strange.

What happens if you bring a laptop from home and plug this in? Do you still get no web?

If you answer these it would be a great help towards getting this sorted.

Thanks

Burkem5

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Infinity only working on wifi

Re: Infinity only working on wifi