Failed Port Forwarding

rjdini · 2022-11-16T10:14:49+00:00

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rjdini

My ConnectBox was recently replaced due to WLAN failure on old box. I have set the same port forwarding table as in previous box, but these ports no longer respond to external calls. UPC support has been very unhelpful / unable to solve this issue.

Here is the situation ( eg shh port 22):

ping resolves to correct IP address. External ssh does not reply (but does answer on local net, from the device that should receive port forwards ). nmap -Pn port scan shows ‘filter in place’ at port 22. I have no filters set inside the connectbox. These results are true with and without ConnectBox firewall enabled. ( UPC support claims that the box is in IPv4 mode. )

Can anyone give advice - or indicate a suitable route to obtaining real support??

Daniele_Sunrise

rjdini Welcome to the community!

Please send us your customer number, MAC address of the modem, address and date of birth via private message. We will be happy to check the configuration of your modem.

Greetings
Daniele

Daniele_Sunrise

rjdini We have made a change to IPv4, which will be completed in 30 minutes. After that restart your modem. If you have difficulties, perform a modem reset. To do this, gently press the reset button on the back of the modem with a pointed object for at least 25 seconds.

Please report back with feedback if the error is still present.

Greetings
Daniele

rjdini

Thanks Daniele.

The good news is that I can now ssh etc into my LAN from an external network (eg over gprs from my ipad).

However - I cannot reach my sites from my home network (ie behind the connectbox). For example - I run a website www.syvito.com on a nuc on my LAN. I can now reach that site by gprs, and a colleague confirms that he can reach it from his workplace. But I cannot reach that site from any device running on the LAN! I can reach any other site that is not my own (which are all provided through Hosttech). Wierd. I also notice that the ConnectBox user interface is now desperately slow (ie even slower than before..)

Does this make any kind of sense to you?

thanks == rjdini

pato

rjdini Yeah this is normal about the website, you have to access it through the IP or alternatively run an internal DNS server and set the internal IP address on your internal DNS server. It’s sadly the normal behavior of this box.

rjdini

@pato - You may not be familiar with the history of this case. My previous connectBox (which failed 2 wks ago for unrelated reasons) was operating exactly as required. It is only the replacement ConnectBox which fails.

== rjdini

rjdini

have yesterday afternoon a telephone message from Valentino of second level support want to contact me about a firmware update. The call number was 800 707 707. I have called that number this morning and followed the usual option tree to internet support. The agent there does not recognize valentino, and claims that he is unable to pass me on to second level support. (apparently there is no connection between 1st and second level!!)

Can anyone tell me how to reach Valentino?

thanks == rjdini

tumnahi232

When you’re checking the ports, do you have a service running on the machine that the ports are forwarded to? If not, the ports will not show as open. If you check your public IP online, does it match your WAN address as reported by the router? The IP that you’ve forwarded the port to should be an internal private address, which makes me wonder why you obfuscated it.

rjdini

yes - there is a nuc on my LAN that services the ports.

Meanwhile, UPC has fixed the problem by re-configuring my connectbox for IPv4, and also installing new firmware.

Nevertheless, there remains one issue: I can no longer access (from my LAN) my own websites (running on the LAN) by their FQDNs. I can access them from another network, but access from my own LAN is blocked by filters ahead of the ConnectBox.

rjdini

I have received an (I suppose automated) no-reply email from sunrise asking whether my issue has been resolved.

The answer is only partly…. my out going messages to my own FQDNs remain blocked by some kind of filter. So - NO - the issue is not closed.

And the fact that the question whether my issue is fixed comes from a noreply source is completely symptomatic of the hands-off support that I have received from UPC/Sunrise so far.

pato

Yeah this is an automated mail that everybody receives after some days.

rjdini

I understand that Pato! My ironic point is that the entire UPC/Sunrise support seems to approach support in this non-interactive ‘no-reply’ manner.

If as a customer, you need support - you first confront a telephone answering tree. If you do find a support agent, then are unlikely to solve the problem, because they dont have the immediate technical skill. But haye cant pass you bask to second level of support. No, you must approach that level via a ‘community’ site, and hope that you will be fished by an expert. If this is a support person from UPC who can do something (fortunately for half of my case) they go off and do it, and never make contact again, to check if the customer issue is now fully resolved. No. instead the customer must continue hanging, with no recourse to a specific support person. Terrible.

pato

This is the price you pay for the “low” price of the product.
There are other providers who do this better/different, it’s your choice in the end.

rjdini

Honestly - I have never asked UPC for a low price.

When they installed my network 15 yrs ago, I asked for the best, because my business / profession depends on it. Since then they have received over CHF 30K of my money.

During this time they have needed to replace my modem 3 times due to equipment failures. The previous two time were trouble free replacements.

This the first time I have had to ask UPC for technical support, and yes, the experience is not a good one.