Solved: Re: No Internet connectivity when using Advanced D... - Bell

This morning I noticed that my UDM Pro showed a no internet connectivity and my WAN IP being my external IP. After restarting my Bell modem, toggling advanced DMZ, and restarting my UDM Pro, I still had no internet connectivity (and my WAN IP being my external IP). Should I turn off Advance DMZ and allow my UDM Pro to get an internal IP, I am able to connect to the internet.

Did something change on the Bell side? Why would I get no internet connectivity using Advance DMZ?

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Accepted Solutions

Good day @Amaury & @ata,

Thank you both for reaching out to the Bell Community 🙂

We have flagged this to our technical team, they are investigating further and working on a solution.

In the meantime, can you please try this workaround and let the Community know if ADMZ is restored?

Remove all connections on the LAN-side.
Reboot the modem and wait for it to fully come online (all lights blue and no message on OLED screen). *Keep in mind that the device configured for ADMZ should not be connected to the modem during the boot cycle*
Then plug-in LAN devices.

We are looking forward to your reply,

- Patricia

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I had the same issue as the OP. A Unifi Cloud Gateway (UCG) connected to my HH4000 10Gb port put into Advanced DMZ (ADMZ). The UCG had an external IP address, but no internet.

I solved it by enabling PPPOE on the external interface in Unifi Console, and putting in my Bell net account credentials that you get when you first get the service.

Note: You will need to be able to connect to the internal IP address of the Unifi device that is your gateway — by default this is 192.168.1.1 but if you changed that you'll need to remember what it was and use that IP instead. You may get an SSL warning when accessing it locally, you can bypass this.

Once you get into the Unifi console:

1. Go to Settings -> Internet
2. Click on the WAN interface, in my case it was "Primary (WAN1)"
3. Switch to "Manual" configuration
4. Change "IPv4 Connection" type to PPPOE
5. Check ON Username and Password, and enter your Bell credentials
6. Save changes.

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If your WAN IP is your external IP, you should have connectivity.

Do a tracert, see where the path stops just to get an idea of where the issue might be. Also check your UDM as they tend to push updates from time to time.

I am a Community All-Star and customer. I'm here to help by sharing my knowledge and experience. My views on Bell and the Community Forum are my own and not the views of Bell or any of its affiliates.

Agreed but I don't have connectivity when my WAN IP is my external IP unfortunately.

Try removing the UDM and try directly at the LAN port of the home hub. If that works, then it's not a ADMZ or modem issue but a LAN network issue.

I am a Community All-Star and customer. I'm here to help by sharing my knowledge and experience. My views on Bell and the Community Forum are my own and not the views of Bell or any of its affiliates.

I’ve tried using Advanced DMZ directly with my Windows laptop. The laptop gets my external IP but no internet connection.

That is odd. Could be a bug in the firmware but just to be clear: you are not trying to establish a PPPOE connection, just using ADMZ correct?

You can also look here to see what your subnet mask is. It's possible they pushed new firmware to the HH with a bug regression.

I am a Community All-Star and customer. I'm here to help by sharing my knowledge and experience. My views on Bell and the Community Forum are my own and not the views of Bell or any of its affiliates.

Correct. I am just attempting to use Advance DMZ, not PPPOE. Its odd because it was working fine up until a couple days ago. I looked at the modem logs but didnt see anything that stood out.

Try to see what your subnet mask is. Maybe that bug snuck back in the firmware.

I am a Community All-Star and customer. I'm here to help by sharing my knowledge and experience. My views on Bell and the Community Forum are my own and not the views of Bell or any of its affiliates.

What should it be?

255.255.255.0 is the one normally used.

I am a Community All-Star and customer. I'm here to help by sharing my knowledge and experience. My views on Bell and the Community Forum are my own and not the views of Bell or any of its affiliates.

Is someone at Bell able to check on their side to see if anything is wrong?

I use an UDM Pro SE and it works fine for me, but I do establish a direct PPPOE connection rather than ADMZ.

Sometimes the order on how to boot things up matters. Try rebooting the modem by itself, or the UDM by itself to see if that reestablishes connection.

I am a Community All-Star and customer. I'm here to help by sharing my knowledge and experience. My views on Bell and the Community Forum are my own and not the views of Bell or any of its affiliates.

Yeah, I’ve tried multiple resets.

I have even with as far as factory resetting both the modem and udm pro

Hey there @brandon1. Thanks for reaching out in the Bell Community 🙂

Great troubleshooting suggestions from @Vanadiel. I just wanted to jump in here too and see if you can try disabling/re-enabling ADMZ after you've rebooted.

Please keep the Community updated.

- Patricia

Hey @BellPatricia. I have rebooted and disabled/enabled ADMZ. No change.

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