Help diagnosing a weird problem (or "make sure you don't Double NAT").

ocmanus

ocmanus

ocmanus

Associate
Joined
15 Oct 2013
Posts
344
Location
Surrey, UK
Hello,

The issue: I'm having trouble connecting to Disney plus today. All was fine yesterday evening. Now I get a 1026 on the TVs and a "Sorry, an unexpected error has occurred." via edge and chrome. Prime video is fine and so is Netflix.

My network:
Start: A Community Fibre modem connected to
a: Their Linksys Velop router connected to
b: My Asus router connected to
End: My devices (both wireless and wired)

When I connect wirelessly to the CF Linksys Router all is well with Disneyplus. It must be something on the Asus router, right? No changes have been made, I've rebooted, made sure parental controls/filtering are off and we're now getting close to the point where I reset it. Any ideas what else I should be looking at?

Thanks!
 
alex24 said:
Why do you have two routers? This may be the issue based on your troubleshooting (double NAT or IP issues perhaps).
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The CF router connects to the Asus router via the WAN port. My Asus router is the consistent part of the network which all devices connect to wired and wirelessly(DHCP server, filtering etc) - saves me messing around when we switch provider. This has been fine for a while.

Super confused as all other services that we use seem unaffected.
 
Last edited:
Again, why do you have the Linksys Velop in situ? Totally unnecessary.

Remove it and connect your Asus router to CF's ONT (modem).

When you switch provider, you'll get a new/same ONT - does not involve changing your Asus router, other than changing DHCP or PPPoE credentials at worst.
 
Sparx said:
Again, why do you have the Linksys Velop in situ? Totally unnecessary.

Remove it and connect your Asus router to CF's ONT (modem).

When you switch provider, you'll get a new/same ONT - does not involve changing your Asus router, other than changing DHCP or PPPoE credentials at worst.
Click to expand...
Got you. So as a first port of call I'll simplify the topology by removing the linksys and then report back.
 
ocmanus said:
@Sparx @alex24 Thank you! All looking a lot healthier and everything is working again. Did some extra investigation into double NAT'ing after you both pointed directly at it and understand the problems it can cause.
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Legend for coming back and confirming the issue. So many people just take the advice and leave threads unfinished.
 
Disney Plus should not care at all about double NAT, highly likely that shuffling things around and rebooting or whatever ended up being the fix.
 
Indeed, despite my advice (due to Virgin Media) I’m running two routers with double NAT and Disney+ works fine, but I’m doing it quite consciously so can avoid other configuration issues. Removing an unnecessary router when possible though would always have been my first bit of advice in case the way they are connected, handling NAT or config IS actually causing problems.
 
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