BT Hub5 - Factory reset itself - now lost Static IP

[Phil_Woe]

Hi:

Two days ago we had BT Business Infinity installed. This was ordered with a static IP address.

Install went fine. I configured the hub with new Admin pass/Wi-Fi settings etc. All port forwarding was setup and working. 

In other words everything was ok - up until 2 hours ago.

First thing we noticed was lack of wi-fi. When I could no longer login with the newly assigned Admin password I tried the password that is included with the hub on delivery. That worked. When I look at the hub settings I now realise it has done a factory reset - for no reason whatsoever. 

Not only that but I static IP address which is supposed to be built into the HUB and cannot be changed has now changed. When I check my external IP address it is now no longer the IP address that I've paid for. 

This is a major ball ache. Not only that - but the router has yet again reset itself and my external IP address has changed again.

I'm assuming I have a duff router - but why on earth would the external IP address have changed also?

More importantly who do I contact to get this sorted ASAP.

Any help would be GREATLY welcomed. Ripping my hair out - whats left of it.

Cheers,

Phil

[rhyssmith]

If it factory reset itself, is it now authenticating to the network (i.e. the PPPoE connection) with the standard username/password of bthomehub@btinternet.com / bt ? If so, you'll end up with a dynamic IP.

To get your static IP, I think you need to authenticate with your actual account (e.g. mine looks like A000000@something.btclick.com (obviously I've changed that), with a real password). That's the link to your assigned static IP.

Same thing happened to me when I moved from a residential to business infinity account - had to call BT and find out my username/password, configure it in router, and hey presto, static IP.