Very confusing for beginners

[TommyG]

I'm having so many issues setting this up. As a first time buyer and very new to all of this the instructions are far too simple and I'm left using my old router and the R3 back in its box. So disappointed right now. 

From the beginning it says there should only be one cable in the providers ethernet. What about the ethernet from the fiber box on the wall? Does that go into the WAN on the R3 or stay in the Sky ip WAN?

I couldn't connect via my PC as non of my browsers allows me to use Google or Bing because of an unsecure network. I then tried using my phone but had to disconnect the wifi from my ip's router/modem which took me a while to work out and only knew how to do this because I asked the question before on this forum. I've no idea how to get into the R3 to get WAN IP as when I type 192.168 etc it just goes to my sky hub??? 

The card then says to visit dumaos/ on my pc but that just takes me to the front page of this site (once id reconnected my old modem/router). Where is the OS? There's no link to download anything so how do I access it from my PC?

Eventually got the mobile app working but setup failed when trying to change my password (the app crashed) I reloaded it and it worked but I feel I've missed out on some set up stages.

Please understand I don't know what any of this is and I'm very new to it all so simple things are not simple for me. I'm just left confused and frustrated. 

[Netduma Fraser]

Firstly, sorry to hear you had a tough time with setting up the router, we tried to make it as user friendly and as easy to setup as possible so having feedback like this from a first time buyer is invaluable and I will be definitely passing it onto the team to see what lessons we can learn to make it easier. To answer your questions:

6 minutes ago, TommyG said:

From the beginning it says there should only be one cable in the providers ethernet. What about the ethernet from the fiber box on the wall? Does that go into the WAN on the R3 or stay in the Sky ip WAN?

This is just referring to what you would be connecting the R3 to, so all ethernet devices should be connected to the R3 and the only ethernet cable coming from your Sky Hub should be connected to the R3 WAN. The fiber box on the wall you can leave alone, that will be already connected to your Sky hub. It's possible you could replace the Sky hub but for ease probably better to leave it in the setup.

8 minutes ago, TommyG said:

I couldn't connect via my PC as non of my browsers allows me to use Google or Bing because of an unsecure network. I then tried using my phone but had to disconnect the wifi from my ip's router/modem which took me a while to work out and only knew how to do this because I asked the question before on this forum. I've no idea how to get into the R3 to get WAN IP as when I type 192.168 etc it just goes to my sky hub??? 

What was the message you received when going on the browser exactly? It should have actually redirected you to the interface automatically. The card in the box includes a QR code that says 'Get The App' scanning this on your phone should have taken you to your mobile app store to download and then launching that would allow you to use the router interface and setup. The other side of the card included a QR code that says 'Scan To Connect' that prompts you to connect to the Netduma R3 WiFi network. You can use http://dumaos or http://192.168.77.1 in your web browser to access.

15 minutes ago, TommyG said:

The card then says to visit dumaos/ on my pc but that just takes me to the front page of this site (once id reconnected my old modem/router). Where is the OS? There's no link to download anything so how do I access it from my PC?

I think what happened there is it probably searched Google for dumaos rather than dumaos being used as the URL, does that sound like what happened?

16 minutes ago, TommyG said:

Eventually got the mobile app working but setup failed when trying to change my password (the app crashed) I reloaded it and it worked but I feel I've missed out on some set up stages.

Did it prompt you to re-enter the credentials you just entered or did the WiFi disconnect for example and you needed to re-connect to continue? You probably did complete the wizard successfully but you can factory reset the router from the interface once you've accessed it via the DumaOS app on your phone or in a web browser using http://dumaos or http://192.168.77.1 and going to Settings (bottom left) > Troubleshooting > Factory Reset and once you've done that and waited a few minutes you can go through the Setup Wizard again.

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Based on my explanations above is there anything I didn't explain well enough that you're still unclear on? If not and that all makes sense, do you have any recommendations on what we could have done better to make it easier to setup etc?

[Netduma Fraser]

Here is a setup video from one of our customers that you may also find helpful: 

We will also be making our own setup video soon. If you need any further help do let us know and we can walk you through it if needed.

[TommyG]

33 minutes ago, Netduma Fraser said:

Firstly, sorry to hear you had a tough time with setting up the router, we tried to make it as user friendly and as easy to setup as possible so having feedback like this from a first time buyer is invaluable and I will be definitely passing it onto the team to see what lessons we can learn to make it easier. To answer your questions:

This is just referring to what you would be connecting the R3 to, so all ethernet devices should be connected to the R3 and the only ethernet cable coming from your Sky Hub should be connected to the R3 WAN. The fiber box on the wall you can leave alone, that will be already connected to your Sky hub. It's possible you could replace the Sky hub but for ease probably better to leave it in the setup.

What was the message you received when going on the browser exactly? It should have actually redirected you to the interface automatically. The card in the box includes a QR code that says 'Get The App' scanning this on your phone should have taken you to your mobile app store to download and then launching that would allow you to use the router interface and setup. The other side of the card included a QR code that says 'Scan To Connect' that prompts you to connect to the Netduma R3 WiFi network. You can use http://dumaos or http://192.168.77.1 in your web browser to access.

I think what happened there is it probably searched Google for dumaos rather than dumaos being used as the URL, does that sound like what happened?

Did it prompt you to re-enter the credentials you just entered or did the WiFi disconnect for example and you needed to re-connect to continue? You probably did complete the wizard successfully but you can factory reset the router from the interface once you've accessed it via the DumaOS app on your phone or in a web browser using http://dumaos or http://192.168.77.1 and going to Settings (bottom left) > Troubleshooting > Factory Reset and once you've done that and waited a few minutes you can go through the Setup Wizard again.

-----
Based on my explanations above is there anything I didn't explain well enough that you're still unclear on? If not and that all makes sense, do you have any recommendations on what we could have done better to make it easier to setup etc?

 

Thanks Fraser for the quick reply.

I've now sorted what should and should not be connected to the R3 thanks for that.

In regards to the browser this is where I wish I'd taken a photo. It was along the lines of 'unable to action as people will be trying to steal your data and information' and I was unable to use the search engine, there was an option to click on advanced (which i did thinking it would allow me to just bypass and continue) but it didn't allow anything. Sorry I can't be more informative than that.

The card was fine for the scan to connect but I didn't understand I had to type http://dumaos on my PC (again I only got a PC a month ago so everything is new to me not just this) or use the 192.168.77.1. Like you said I put it in the google search and clicked the first link. 

Again I think you're right I had to re-enter credentials from the app as through the browser on my phone it timed out.

I think for anyone with a sprinkling of computer know how it would all be straight forward but I think I'm in the minority where I just need hand holding and everything explaining a little more. For example the instructions to access via a PC probably only needed one more step (eg type in your browser not into google) as I was looking for an app or some software to download not access to the router.

Also is there a firmware update and if so how do I do that?

[Netduma Fraser]

Thanks for letting us know regarding the browser message you received, I'll pass that onto the team to look into further. 

Ah understood so do you think if we added http:// in front of dumaos on the card that would have been enough to indicate you need to go to it as a website rather than searching for it online? 

So with the R3 the interface will show you when there is an update available and allow you to install it right from the interface so very easy in that regard. We're slowly rolling out this firmware to increasingly more users over the coming days. You could wait for this to reach your router or I can provide it to you as a file to install manually. The firmware is mainly fixing bugs around the setup that you didn't encounter so it's not a necessity to upgrade to but I can send it to your or you could wait for the router to provide it, whichever you prefer.

I would definitely recommend going through the video above, that should really help and of course we're available if you have any questions or issues you may need help with.