topic Re: Port Forwarding Fail in Tech Help - Software/Hardware etc

Port Forwarding Fail

APP — Thu, 19 Apr 2018 21:22:19 GMT

Hope somebody can assist... pulling my hair out.

Trying to set up my Plus Hub One and my static public IP with Port Forwarding and it's just consistently failing. Worried that I may be falling into the "poor workman blaming his tools camp" but as a certified network professional with considerable port forwarding experience... but maybe I can't see the wood for trees?

I've got a Synology NAS and am simply trying to forward ports 80 and 443 for WebDav, 5000-5001 for DSM and 1723 for PPTP VPN Server. I cannot do this with UPnP as DSM does not list the Plus Hub One on its supported routers list and whilst it does go though the wizard, the port forwarding does not work.

So... I set up port forwarding by adding entries in the advanced router settings for the required TCP ports to forward to the static IP of my NAS. This worked a treat, for 7 days. Then it stopped. It appeared that the issue may have been to do with some odd behaviour on the router... looking at the network map it did not show my server as connected to the network and the IP fell off the list of devices for new port forwarding rules... although it was still connected and working within the LAN (and also through QuickConnect across the internet).

I explained the above to PlusNet support and they sent me an infuriating response along the lines of "if you need help with getting port forwarding working then please approach our community". After I threw my toys out the pram a little they said there's probably a fault with the router and sent me a replacement (to my old address... but that's another tale of incompetence altogether). New router set up as above and everything worked fine.... for 7 days. Then nothing.

Approached support and again the same response as above about approaching the community. I then said there's clearly a fault with the router firmware and asked for help troubleshooting this (ie. a firmware update). The ridiculously rude response was that there is nothing wrong with their routers and I must be setting up port forwarding incorrectly. Made the above clear and got told there's definitely nothing wrong with the router and they won't be sending me another new one. Said that's great... don't want another one. Want help fixing what is clearly a fault with the firmware but then got told to go away because it's clearly user error.

So... where to go from here. Could just buy another router but that's not really a decent solution. I've signed up to a plusnet contract for 18 months and that's expensive enough. It's only for basic web surfing and TV streaming and has my NAS hanging off it so I can access my folder structure via WebDav whilst on the road and also connect to my home by VPN to secure open wifi connections. Shouldn't need an all singing all dancing router (I actually sold my Synology 1900ac as it felt like a needlessly expensive ornament) and a 2017 manufactured router from a UK ISP should just work really.

Has anyone experienced a similar problem and managed to upgrade (or downgrade) the firmware to a working version? Or are there any creative fixes? I did read on here that somebody used a reserved DHCP address rather than a static IP for their NAS but this didn't work for me. I could stick my NAS in the DMZ but that's like cutting an onion with a chainsaw so would rather not. Just want some simple port forwarding rules to work as they should.

Failing getting this working... would this be sufficient to get out of my 18 month contract as failure to deliver the advertised service, and then go to an ISP that is not absolute balls like these PlusNet cowboys? I guess not as imagine the service advertised is a Broadband connection and not much else.... Grateful for any help anyone can offer.

Andy

Re: Port Forwarding Fail

APP — Thu, 19 Apr 2018 21:26:03 GMT

Should add that a factory reset of the router does indeed fix the problem for 7 days exactly (but have no interest in doing this as a weekly task). A quick port-scan shows the ports as closed when the service starts failing so I imagine there is some security rule buried in the firmware which is closing things down after 7 days. Odd.. beats me.

Re: Port Forwarding Fail

dvorak — Fri, 20 Apr 2018 06:28:33 GMT

Does sound odd, I have several ports forwarded and haven't encountered this issue.
How long have you had the router?

Re: Port Forwarding Fail

APP — Fri, 20 Apr 2018 07:59:32 GMT

Had it two weeks. Enough for the problem to present itself after the 7 day period twice.

This and previous router both using 4.7.5.1.83.8.237.2.2 Firmware with Software Variant AA

Re: Port Forwarding Fail

RobPN — Fri, 20 Apr 2018 08:16:56 GMT

@APP

As you seem to have had your connections working (albeit intermittently) my intended suggestion of checking the Broadband Firewall found at Connection Settings on the PN portal probably won't help, but at least if you weren't aware of it you are now.

Re: Port Forwarding Fail

APP — Fri, 20 Apr 2018 08:56:54 GMT

@RobPN I should reiterate that I know my way around the TCP/IP stack very well and have tried the standard list of troubleshooting, including the firewall. Also, there is nothing intermittent about the connections working. They fail after a very precise period (on 3 occasions on 2 different routers with the same hardware).

The fact that Port Forwarding stops working precisely 7 days after I configured it (to the minute, I tested it) suggests a Firmware error (and this is supported by other people online experiencing the same problem with this model of router). I also belive this is linked to the fact that the Ethernet connection fails to show up in any network mapping or list of connected devices, despite being active on the LAN and working fine both inside and outside the LAN.

What I really need is to change the Firmware version which I feel should fall to PlusNet support however their Tech Support team have already decreed that it's user error (despite doing zero troubleshooting) and the harware is perfect and cannot fail, so they refuse to provide this`

I don't wish to sound like a d--- but this experience is exasperating. PlusNet customer service next to terrible and technical support so far has been non-existent). Like I said, I can solve this by placing the NAS in the DMZ or purchasing a 3p router but I don't really see why I should need to do either. The Plusnet router should work as advertised really.

Re: Port Forwarding Fail

VileReynard — Fri, 20 Apr 2018 15:05:10 GMT

You could always start some low-level monitoring of your ethernet stream a few minutes before the 7 days is up & check if any strange requests take place such as DHCP leases expiring (for example) simultaneously with the port forwarding failure.

Re: Port Forwarding Fail

MJN — Fri, 20 Apr 2018 21:12:45 GMT

Many routers seem to struggle with port forwarding to devices that they didn't assign the address for. I have seen symptoms along the lines of what you are seeing i.e. it works to begin with but fails sometime later on.

To mitigate this try configuring your device to obtain an address via DHCP and configure the router to issue it with a fixed address.

Edit: Apologies; just re-read your original post and see that you've tried this already. I'm at a loss what else to suggest other than buy a better router!

Re: Port Forwarding Fail

bobpullen — Sat, 21 Apr 2018 09:07:54 GMT

Sounds like it could be related to the issue here - https://community.plus.net/t5/My-Router/Software-version-4-7-5-1-83-8-237-2-2-No-devices-showing-on-the/m-p/1532998/

Re: Port Forwarding Fail

APP — Sun, 22 Apr 2018 18:21:23 GMT

Sadly @MJN I feel that is where I will end up... but would like to try a firmware update first. Shame PlusNet refuse to provide this.

Re: Port Forwarding Fail

APP — Sun, 22 Apr 2018 18:48:55 GMT

Thought you may be onto something there @bobpullen as had not tried user defined IPs in Port FOrwarding rules but sadly no luck.

Did this poster ever have their problem solved?

Re: Port Forwarding Fail

bobpullen — Thu, 03 May 2018 18:46:35 GMT

No, but I'm still looking into it.

Re: Port Forwarding Fail

ilchubby — Thu, 11 Oct 2018 13:26:56 GMT

Hi peepz ...

Well, there is an issue with PORT forwarding as far as I am concerned when using Hub One.

Do this:

when assigning your application/ports to your device, do not use the network name of your device, use "User Defined IP Address" for your device, type it in, and it will all work 🙂

I hope this helps.

Let me know if it works 🙂

Re: Port Forwarding Fail

ajspipers — Wed, 14 Nov 2018 17:39:19 GMT

I'm trying to set up access, by Amazon's Alexa, to the Audio Station app on my Synology NAS. This apparently requires HTTPS access to the NAS so Synology Support tell me to make sure that Port Forwarding is set up on ports 80 and 443 to the NAS box.

I'm no expert but I go to the Port Forwarding page on the router and there is no mention of any port numbers. I ask Synology what to do next and they wash their hands saying they support their products and not my router.

So I spend half an hour or so waiting to speak to PlusNet Support only to be told that PlusNet "doesn't support port forwarding". Instead, I am pointed to the website www.portforwarding.com to seek guidance.

That website does not exist! There are just some squatting ads on it.

If there's someone connected to PlusNet reading this, please will you assist a longstanding customer (9+ years) with what I assume, from the tenor of Synology's request, should be a simple and straightforward matter?

Help!

Thanks

Re: Port Forwarding Fail

grochford — Wed, 23 Jan 2019 12:30:45 GMT

I don't have the "User Defined IP Address" option. Where would it be hiding? All I have is the drop down network name options.

I can't get my XClaim AP to communicate with the web console to pick up new settings. Worked fine on Sky

Re: Port Forwarding Fail

bobpullen — Wed, 23 Jan 2019 13:08:50 GMT

@grochford, you're using a different router: the Hub Zero, rather than the Hub One. I'm not sure if this has an option to enter a static IP and I've not access to one at the moment to check.

You would need to select the device you're wanting to port forward from the drop-down. Note that it may be listed as 'Unknown', in which case you'd need to identify it by MAC address.

If you have problems with rules 'sticking' then this may be of help.

Not familiar with them, but isn't the XClaim just an access point, in which case I wouldn't expect there's a need for any port forwarding rules (unless you're trying to open external access to the device when at a remote location?)

Sky's routers typically use different IP addressing to ours so you may need to reset the access point to get it to pair properly again.

Re: Port Forwarding Fail

grochford — Wed, 23 Jan 2019 13:24:55 GMT

@bobpullen That would explain why I don't have the IP defined option in drop down menu issue, but not why the XClaim is not communicating with it's cloud management console.

XClaim suggest ensuring that port 443 is open which is why I took the measure to setup port forwarding, as despite disabling the firewall on both the router and the customer web portal, port 443 is still showing as closed on yougetsingal.com and when using the PortScan utility on my Mac.

The XClaim has picked up the new IP address from the Plusnet router as I can see it when I do a network scan, and internally everything is working OK. However it should be able to feed this information back to the cloud platform, but since I switched from Sky on the 11th January it has never been able to communicate it's new details.

Without access to the cloud console I can't make configuration changes to my wireless network.

Re: Port Forwarding Fail

bobpullen — Wed, 23 Jan 2019 13:26:54 GMT

And are you seeing the XClaim in the port forwarding rule drop-down. What you're trying to achieve should be possible.

Re: Port Forwarding Fail

grochford — Wed, 23 Jan 2019 13:38:59 GMT

@bobpullen Yes, I can see the XClaim in the drop down, and yes I agree it should be possible.

As an aside, I have now turned the XClaim off and re-enabled WiFi on the Plusnet router and set the SSID / Password to my combination, now no devices are showing on the Home Network, despite the fact I have multiple wireless devices connected. Everything did show up when the XClaim was acting as the AP.

Probably a rant for a different forum but I'm just getting it off my chest apologies in advance!

Re: Port Forwarding Fail

Alexb75 — Sat, 02 Feb 2019 23:01:50 GMT

Having exactly the same issue and Plusnet refuse to accept any responsibility. Frustrating doesn’t even come close when you’re not able to connect to a basic service.

I’m failing to connect to X box live on three different devices as a new Plusnet User despite attempting the port forwarding etc. They blame it on my X Box hardware (all 3??) Rude, dismissive. Ombudsman looking likely as the next step as they have now said we won’t be offering any further advice 😡