JayAayWhy Posted September 18, 2020 Share Posted September 18, 2020 Netduma R2 router stopped giving internet. I rebooted and reset entire router nothing. I plugged my old router in and everything seems to be working fine. I needs help please Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted September 18, 2020 Administrators Share Posted September 18, 2020 Hey, welcome to the forum! Sorry to hear you're having this issue. Are you able to access the interface at all? Link to comment Share on other sites More sharing options...
JayAayWhy Posted September 18, 2020 Author Share Posted September 18, 2020 Yes but it kicks in and out I was wondering on returning this one and getting a new one. I just got this product like 2 weeks ago Who can help me with a return, I got proof of purchase and any other documents needed to proceed with the transaction Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted September 18, 2020 Administrators Share Posted September 18, 2020 Okay and when you access it does it go to the setup wizard? If so you will need to complete that so it gets internet. Likely going out if you're trying to use it with WiFi while setup wizard is active so use ethernet. If you purchased 14 days+ ago then will need to diagnose a fault before it can be replaced so lets try and fix that first & check your exact order date. JayAayWhy 1 Link to comment Share on other sites More sharing options...
JayAayWhy Posted September 18, 2020 Author Share Posted September 18, 2020 I’ve went thru the setup wizard each time router was reseted and factory reset option, this just happened out of know where. It was working superb. While not connected to internet and only interface, After going thru settings and trying to check bandwidth or checking to solve issue, router kinks into reboot. my purchase date is September 7th, 2020. Link to comment Share on other sites More sharing options...
JayAayWhy Posted September 19, 2020 Author Share Posted September 19, 2020 Help please lol this is driving me nuts. I can’t play my games or surf the web. I totally missed out on BOCW this weekend 😐 Is there a direct line I can talk to someone in regards to the R2 product. I purchased this product on September 7th and I’m just trying to either exchange this item for another, having issues with it or get a refund. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted September 19, 2020 Administrators Share Posted September 19, 2020 What is the R2 connected to? Is it a pure modem or a router - provides WiFi? What is your ISP? I'm sure we will be able to get it working but you can email [email protected] with your order number if you wish to get a replacement or a refund. As Monday will be your last day for returning for any reason it would be your choice regarding a refund or replacement. As I said though I'm sure we can get it resolved. Maybe give it until Sunday evening and if we can't resolve it then send the email, nothing to lose as it we wouldn't start to process it until Monday anyway most likely. JayAayWhy 1 Link to comment Share on other sites More sharing options...
JayAayWhy Posted September 19, 2020 Author Share Posted September 19, 2020 Ok that sounds great, I guess we can troubleshoot it and if nothing works then I’ll ask for a replacement not a refund. I love this router. My ISP is service electric and is connected to a their modem Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted September 19, 2020 Administrators Share Posted September 19, 2020 45 minutes ago, JayAayWhy said: Ok that sounds great, I guess we can troubleshoot it and if nothing works then I’ll ask for a replacement not a refund. I love this router. My ISP is service electric and is connected to a their modem Glad to hear you love it! Do you know the model of the modem you have? You should be able to find out by looking on the underside. Do you know if you require PPPoE, VLAN or DHCP identifiers to get a connection? Do you have a dynamic or static IP? Have you changed any WAN Settings on the R2? Link to comment Share on other sites More sharing options...
JayAayWhy Posted September 19, 2020 Author Share Posted September 19, 2020 Arris model: CM3200A DHCP i have not changed any wan settings only settings I messed with was the geo filter for cod Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted September 19, 2020 Administrators Share Posted September 19, 2020 Thanks for that information. In WAN Settings for DHCP, click apply, do you receive internet then? If not I assume you receive internet from the modem? What do you see as the WAN IP in System Information? Link to comment Share on other sites More sharing options...
JayAayWhy Posted September 19, 2020 Author Share Posted September 19, 2020 It won’t let me access the interface unless I turn it off then on. if I do that then it won’t give any internet access. Should I turn off/on to get info from router? Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted September 19, 2020 Administrators Share Posted September 19, 2020 Yes please do that so you can access, then try applying DHCP and if that fails get the WAN IP from Sys info please. Link to comment Share on other sites More sharing options...
JayAayWhy Posted September 19, 2020 Author Share Posted September 19, 2020 (edited) Removed for safety Edited September 19, 2020 by Netduma Fraser Removed for safety Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted September 19, 2020 Administrators Share Posted September 19, 2020 Okay that is peculiar because you are actually getting a connection as it's showing your public IP. Could you do the Connection Benchmark test please and see if it actually provides results? Applying DHCP didn't help then? Does the internet work on ANY of your devices? I've sent you a PM, please try that also. Link to comment Share on other sites More sharing options...
JayAayWhy Posted September 19, 2020 Author Share Posted September 19, 2020 Tried Connection benchmark test multiple times and waited for long periods of time and nothing shows up. Apply DCHO didn’t help and internet doesn’t work on any other devices. At this point what I did was run latest version 3.0.123 and Inter was fine and on Wi-Fi But interface wouldn’t show and stay stuck with loading circle like if it’s going to load but I waited over 30 min at one point And nothing. Link to comment Share on other sites More sharing options...
JayAayWhy Posted September 19, 2020 Author Share Posted September 19, 2020 This is the message I got after the install, so far it’s been 5 min. I refresh and doesn’t want to load Link to comment Share on other sites More sharing options...
JayAayWhy Posted September 19, 2020 Author Share Posted September 19, 2020 I just notice something too even tho I am getting internet on devices and I cannot access routers interface. Ping on my cod games is ranging from 26-300 and glitching out If I reboot router is back to square one with access to interface but no connection 🤷🏼♂️ Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted September 20, 2020 Administrators Share Posted September 20, 2020 Thank you very much for all the information. At this point I would recommend you send the email so we can process a replacement, please include your order number, in the email provide a link to this topic as well. I recommend we collect the router for debugging in house as well. JayAayWhy 1 Link to comment Share on other sites More sharing options...
JayAayWhy Posted September 22, 2020 Author Share Posted September 22, 2020 Hey I have question? Do I deliver the router to the address it was purchased from. I also would like for you guys to debug the router in home just in case I have an issue with my new one coming in. Thank again for your help. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted September 22, 2020 Administrators Share Posted September 22, 2020 56 minutes ago, JayAayWhy said: Hey I have question? Do I deliver the router to the address it was purchased from. I also would like for you guys to debug the router in home just in case I have an issue with my new one coming in. Thank again for your help. The address will depend on where you are from but they'll give you the information you need when you email. The devs likely will debug it given your issue. Link to comment Share on other sites More sharing options...
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