Router disconnecting.

[Gray]

Hi there - I got this router about 3 weeks ago and was working fine but in the last 5 days it has died 3 times.

 

It just becomes completely unresponsive. Can't access the admin page from laptop and all devices lose connection.

 

It's easily solved by rebooting but I rely on a remote connection and when this happens I can't reboot unless I go home or get someone to pop into the house.

[Zennon]

Hi Grey, what version of firmware are you on ?

[Gray]

It's the latest version 1.03.6h

[Netduma Jack]

Welcome to the forum! We'll need to clarify your setup before we can help you further. Which browser are you using? Are you using a VPN? What is your ISP and Modem, and have you entered the PPPoE?

[Gray]

Safari and Chrome, no VPN and I'm on Virgin Media Hub2.0.

 

What do you mean by PPPoE?

[Gray]

Can I please arrange for a refund as I suspect this is a faulty unit. It keeps losing connection to all devices.

[Netduma Fraser]

Are you getting disconnects from both wireless and wired devices? If just wireless are you able to connect via ethernet cable and access the interface? 

 

If so then it's just a wireless issue in which case you can follow this guide to resolve it: http://support.netduma.com/support/solutions/articles/16000022405-why-does-the-netduma-wifi-keep-dropping-out-

 

Is the Virgin hub in modem mode or is the R1 in the DMZ?

 

I believe we can resolve the issue and we can look into further action like that if not.

[Gray]

Virgin router is in modem mode and I've tried all those steps. It's wired too as well as wireless as I have a NAS / Xbox plugged in and they both disconnected.

[Gray]

Any thoughts ?

[Netduma Fraser]

Post in the 1 on 1 section with dates/times you would be available and I can take a look

[Gray]

At this point I have had to disconnect the router and use my Virgin hub. It did it again yesterday and as I said before, I rely on a remote connection so it's completely unsuitable as a product.

 

It worked fine for the first 2 weeks so I am not convinced it's software related at all. A router that cannot give me a stable trusted connection is not fit for purpose - hence my request for a refund please

 

Thanks.

[PharmDawgg]

I would recommend working with Fraser or Jack to resolve your issue. They are great at troubleshooting. But if it is not resolved to your satisfaction please make refund request by emailing [email protected].

[Gray]

Thanks Buck,

 

I did email there requesting a refund and was told to post here. That's been 3 days and I have a router which just does not do its job. I now don't trust the hardware no matter what tweaks I make to the setting. It worked out of the box. Now it doesn't.

[Netduma Jack]

Please email [email protected], but if you bought it more than 14 days ago they'll likely tell you to do a 1 on 1. We should be able to solve the problem from our end; pretty much every time we get to the cause. If you make a post in the 1 on 1 section we'll give you the best help you can get.

[Gray]

I have emailed. I appreciate that you claim to be able to fix it but as I've stated I don't trust the router and can't afford to have it die again. I need it for my job.

[Netduma Jack]

If you are outside the 14 day refund window, then I'd suggest you take the best tech support we offer. If you don't accept it then there's not exactly much we can do; we can't prove that it's unfixable and we can't fix it either unless we do a 1 on 1.

[Gray]

I shouldn't need a 1-1 tech support to get basic router functionality. This isn't about filtering or any of your advanced features. This is simply a case of a basic router not doing what it's supposed to.

[Netduma Fraser]

I've posted in your 1 on 1 thread here http://forum.netduma.com/topic/18279-1-on-for-1-for-inconsistent-router/