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12345_12's avatar
12345_12
Aspirant
Sep 15, 2019

Sky Q and Orbi RBR50 - Can you help ?

I cannot connect my Sky Q main box to my Orbi RBR 50. I get my internet from BT who have provided the modem. I have turned off the wifi on the BT router and hard wired the Orbi into the BT modem. The Orbi RBR has 3 satelites, all hard wired via a Netgear Smart Switch (Unmanaged).

 

The ORBI is on Router mode and works everything in the house great but i cannot connect the SkyQ to it. If i plug the SkyQ directly into the BT router it works fine but i want it on the Orbi router so that i can use the SkyQ app etc. It says cannot find IP address ? Is ORBI or the Netgear switch blocking it ?

 

Can you help ? Please note i am not technical so any simple instructions greatly recieved.

 

Thankyou

10 Replies

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  • ekhalil's avatar
    ekhalil
    Master
    Sep 15, 2019

    Please do the following simple test to make sure that the BT modem is not acting as a second router:

    Please open a Command Prompt on any computer attached to Orbi and type:

    > tracert 8.8.8.8  (or traceroute 8.8.8.8 if you're using a MacOS computer)

    1. If you see two private IP addresses listed in the first two hops then you have double NAT. Please check the model of your ISP modem and if you have a manual for it to set it in Bridged mode.
    2. If you see only one private address and the second hop shows a public address, then you’re all good and we need then to troubleshoot further.

    If you're not sure of the above then just paste the output of the printout here and we will help you.

    • 12345_12's avatar
      12345_12
      Aspirant
      Sep 15, 2019

      Hi there. I ran it and got this

       

      traceroute to 8.8.8.8 (8.8.8.8), 64 hops max, 52 byte packets

       1  10.0.0.1 (10.0.0.1)  4.483 ms  4.423 ms  3.486 ms

       2  192.168.1.254 (192.168.1.254)  5.477 ms  6.740 ms  5.805 ms

       3  host81-130-224-1.in-addr.btopenworld.com (81.130.224.1)  10.470 ms  11.475 ms  9.601 ms

       4  213.120.178.141 (213.120.178.141)  93.585 ms  10.158 ms  11.078 ms

       5  213.120.177.98 (213.120.177.98)  13.338 ms  11.333 ms  9.844 ms

       6  213.120.178.65 (213.120.178.65)  9.548 ms  14.392 ms  10.714 ms

       7  217.41.168.107 (217.41.168.107)  10.755 ms  9.979 ms  10.636 ms

       8  109.159.249.114 (109.159.249.114)  9.781 ms

          acc1-10gige-0-0-0-4.l-far.21cn-ipp.bt.net (109.159.249.66)  10.785 ms

          109.159.249.72 (109.159.249.72)  9.545 ms

       9  core3-te0-9-0-19.faraday.ukcore.bt.net (109.159.249.39)  10.927 ms

          core4-te0-19-0-16.faraday.ukcore.bt.net (109.159.249.21)  9.182 ms

          core4-te0-9-0-18.faraday.ukcore.bt.net (109.159.249.11)  10.660 ms

      10  194.72.16.52 (194.72.16.52)  10.357 ms

          194.72.16.54 (194.72.16.54)  12.533 ms

          62.172.103.230 (62.172.103.230)  25.441 ms

      11  109.159.253.191 (109.159.253.191)  13.114 ms

          109.159.253.71 (109.159.253.71)  19.361 ms

          109.159.253.189 (109.159.253.189)  12.871 ms

      12  * * *

      13  * dns.google (8.8.8.8)  10.192 ms  15.180 ms

      • ekhalil's avatar
        ekhalil
        Master
        Sep 15, 2019

        Thanks,

        This shows that you have tw routers in your network: Orbi is one and the BT modem is the second, and this is probably why you're seeing this issue with the SkyQ and probably will start to see more issues later with other devices.

        You have 2 options to go forward:

        1. Keep the BT modem as your main router and set Orbi in AP Mode. This can be done in the web GUI (orbilogin.com) under >> ADVANCED >> Advanced Settings >> Router / AP Mode
        2. Keep Orbi in Router Mode and check the BT modem manual to change it to Bridge Mode (Passthrough) or DMZ. You can may be also check with the ISP (BT) how this can be done.