Problems with BT Homehub2.0

[judierudie]

Hi,

 

Im trying to connect to the internet with the above. All the cables are plugged, it runs its test but wont connect the hub to the PC. Im using an ethernet cable.

Ive spoken to BT who were next to useless.

Any suggestions please?

[BeeCeeBee]

Hi judierudie and welcome back to Extreme Tech Support - Free PC Help.

 

I am not the one to supply answers for your problem but perhaps a few basic questions will streamline the process.

 

Is it the router that you cannot connect to or your network?

 

When you say it runs its test does that mean that you can see test results on your pc?

 

Have you checked any firewall that you may be running to make certain that it is not being blocked there?

 

Are you able to get into the router at all, to check its internal firewall settings?

[judierudie]

Hi,

Thanks for replying.

I cant connect to the router. I rang BT and they showed me how to acceess the help screen through internet explorer. This showed it was connected even though it wasnt.

I then did a CMD thing which showed a faulty LAN but also showed a working one (LAN 4).

 

You probably know the set up process inside out. I followed the CD. It seraced my PC for a connection, found 2 ethernet ports, i plugged the cable in, clicked next and thats where it went pearshaped.

 

Ive got Windows XP SP2 and ive currently disabled all firewalls. Im emailing from a work PC as i cant get on my own.

 

Cheers

[BeeCeeBee]

Hi again,

 

There is some information that will be helpful to get from you that will help to resolve your problems but there is one other basic that comes to mind. Are you certain that the LAN is enabled in your network connections.

 

From what you have already said you can do it probably is but please make certain.

[judierudie]

Hi

 

Yes the LAN was enabled.

 

Cheers

[BeeCeeBee]

We are going to need some information from your ipconfig.

 

If you know how to do that we will need the information regarding your connections. Normally I would ask for a screenshot but considering the nature of your problem that may not be possible.

 

If you do not know, I can supply the instructions.

[judierudie]

Hi

 

Is that thing i do when i run a "cmd"?

 

Is it the IP address etc that you need?

 

Cheers

[BeeCeeBee]

:) Yes it is.

 

just type ipconfig /all and copy (or if you must jot down) all the connection information. Basicaly all the numbers that you see as addresses and their designations (ip, gateways, masks etc.)

 

I am told that the BT software is problematic and may have to be worked around and this will help those (far more knowledgeable then me ) to get to the bottom of your problem.

Edited November 26, 2008 by Tootech

[judierudie]

Hi Bee,

 

Ill do that tonight and get back to you tomorroww. Thanks so far.

 

Cheers

[BeeCeeBee]

I rang BT and they showed me how to acceess the help screen through internet explorer. This showed it was connected even though it wasnt.

 

Unless I am mistaken this indicates that you are connected to your router which raises a real probability that it is a configuration problem.

[judierudie]

Is that a good or a bad thing?

[BeeCeeBee]

:) Sort of neutral Judi just information.

[judierudie]

Okay, hopefully ill have something for you tomorrow.

 

Cheers

[judierudie]

Hi i did the ipconfig thing and this is what came up:

 

Host name : Family

Primary DNS suffix :

Node Type : Hybrid

IP Routing enabled : No

WINS Proxy enabled : No

DNS Suffix search list : home

 

Ethernet adaptor local area connection:

Connection specfic DNS suffix : home

Description : Realtek RTL8139/810xFamily Fast Ethernet NIC

Physical address : 00-0c-76-86-72-A5

DHCP enabled : Yes

Auto copying enabled : Yes

IP address : 192.168.1.65

Subnet mask : 255.255.255.0

Default gateway : 192.168.1.254

DHCP server : 192.168.1.254

DNS servers : 192.168.1.254

 

 

 

Hope that all makes sense

[Tootech]

Thanks for the info,

 

It shows that your PC is infact connected to your hub correctly.

 

If you have a firewall installed, can you disable it for now.

 

Once the firewall is disabled, try connecting to the Internet again, using Internet Explorer - not the BT Yahoo browser.

 

Also, do you use antivirus software, and if so what do you use.

 

If is is still not working, follow the instructions below and post back the results.

 

Run the cmd box again, and type ping 192.168.1.254

 

Afterwards, type "ping www.google.co.uk" (without the quotes)

 

Also, try opening Internet Explorer, and in the address bar typing in 192.168.1.254 and pressing enter.

 

Can you post back the results of these tests.

Edited November 27, 2008 by Tootech

[judierudie]

Hi,

 

Ive disabled all firewalls and removed all anti virus software.

 

Ran the first ping test and it said "destination host unreachable"

 

The google ping said "could not find host".

 

The Internet Explorer said "address is not valid"

 

I cant give exact screen info as im doing it third hand down the phone.

 

Cheers

[Tootech]

Thanks for the info.

 

Can I ask, what antivirus software DID you have installed?

 

It appears that the BT Hub is 'talking' to your computer as the IP and DNS/gateway are correct.

 

I t would be a good idea just to check those settings are automatic.

 

Go to Control Panel, make sure you are viewing in Classic View, then Network Connections. Note how many network connections you have.

 

Next, right click over the network connection and select Properties.

 

In the General tab, select TCP/IP, and then click Properties.

 

Make sure the settings are like this, if not, change them

 

[ATTACH]212[/ATTACH]

 

Do that for all network connections you have - how many are there?

 

Click Apply as required and close all boxes inc Control Panel

 

In your 2nd post you mentioned 2 ethernet ports - what does that mean - do you have two ports on your PC, if so have you tried connecting through the other port?

 

Try again just with the ping 192.168.1.254

Edited September 27, 2009 by Tootech

[Tony D]

I'm not familiar with this router, but I've never seen on set up as 192.168.1.254 as this one seems to be.

 

Try ping 192.168.1.1

Also try resetting the router

[judierudie]

Hi,

 

Ive done all the "Properties" stuff as you've suggested.

 

I had SAS installed which worked perfectly but i took it off just to eliminate that as a possible problem.

 

I used to be with AOL, they messed things up with my old Voyager modem so they sent me one of their routers and its been a mess ever since. Their tech muppets said there must be a problem with my PC ethernet port so i bought a USB ethernet adaptor(thats the 2nd port) but that didnt work.

I dont think there is anything wrong with either port.

 

Did everything you asked and still no joy.

[Tootech]

Have you uninstalled the old Voyager modem software - if not, could you do that.

 

Also, have you only got the one ethernet cable connecting your PC and router together?

 

And make sure the ethernet cable is the one supplied by BT.

 

No USB/ethernet adapters connected?

 

Also, can you run a full reset on the hub, and check that all the lights are illuminated on the front.

 

Having done all of that, can you download this file and run it on your poorly PC.

 

Download WinSock XP Fix 1.2 - WinSock XP Fix offers a last resort if your Internet connectivity has been corruptey was restored.�or removed registry entries - Softpedia

 

You will have to save it to a USB stick and copy it onto your PC.

 

Run it and your PC will shutdown/restart.

 

Open Internet Explorer and type in http://bthomehub.home

 

Press Enter - can you now talk to the Hub?

[judierudie]

Thanks for your help so far. Ill give this a go tonight and let you know how i get on.

 

Cheers

 

Oh i did uninstall all Voyager software, im only using the BT supplied cableand i havent got any USB attachments.

 

Cheers

[judierudie]

Hi,

 

When i got home i checked one or two things and updated XP SP3 and guess what? Ive got internet again!

Thanks for all your help folks a donation is on its way

[Guest Wolfeymole]

Good to see you are now sorted Judie. :)

 

This thread is now solved and closed.