BT Hub 3 - No Internet

[BilH12]

I am trying to help a friend with his business broadband.

The issue is that he ordered a new broadband package with a static IP. BT sent him a new BT HUB 3 to use, so we switched to the new Hub. The 3 lights on the hub are all blue, but we get no internet access. Switching back to the old hub (also a hub 3) does give internet access.

The reason to use the new hub I was told, was to enable the static IP. Accessing the BT Hub Manager does show broadband as connected.

[markp]

Hi BiLH12,

if you have a single static IP it does not matter what version of the hub 3 you use.  what to remember is when setting up a hub 3 with a single static IP, is to make sure that the static IP option in the router is turned off, as these settings are for using a static IP range not a single static IP, as we auto assign the single static IP when the router logs in with the correct details.

An option would be to factory reset the new hub 3 that is not working then put it on the line to see if you get internet access, to rule out any configuration that is in the hub.

Regards

Mark

[BilH12]

I did a factory reset but still have no internet access. The static IP option in the hub manager is off.

I should clarify that my friend has taken over the business from someone else, therefore the previous hub has the previous owner's login details.

Would this be the reason why he has no internet access on the new hub?

[markp]

Hi BilH12,

It could be that, would you be able to send me a private message with the Phone number of  the line, and the router login that is in the old router, and what the login the new router is using please?

Mark