Elliott C Posted January 29 Share Posted January 29 Just connected me NETDUMA R3 exactly as instructed and saying no interest secured. No issues with my other router. Why!? Please respond just spent a fortune on this. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 29 Administrators Share Posted January 29 Have you accessed the interface and completed the Setup Wizard? You will need to do this to get internet Link to comment Share on other sites More sharing options...
Elliott C Posted January 29 Author Share Posted January 29 But when using the app interface setup just says no internet secured on first step!? Link to comment Share on other sites More sharing options...
Elliott C Posted January 29 Author Share Posted January 29 Can you get someone to call me please Link to comment Share on other sites More sharing options...
Elliott C Posted January 29 Author Share Posted January 29 (edited) Edited Edited January 29 by Elliott C Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 29 Administrators Share Posted January 29 We don't do telephone support, we're only a small company, click advanced WAN Settings skip and then continue the wizard until completed. Do you know if you require anything for an internet connection such as PPPoE/VLAN etc? Is it connected to your existing modem/router or are you trying to replace it? Link to comment Share on other sites More sharing options...
Elliott C Posted January 29 Author Share Posted January 29 It’s plugged into my modem Link to comment Share on other sites More sharing options...
Elliott C Posted January 29 Author Share Posted January 29 Done that still no internet secured.? Link to comment Share on other sites More sharing options...
Elliott C Posted January 29 Author Share Posted January 29 Link to comment Share on other sites More sharing options...
Elliott C Posted January 29 Author Share Posted January 29 Hello!?!? Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 29 Administrators Share Posted January 29 Do you have a router the internet provider has given you? What were you using for WiFi before the R3? It's highly likely you need PPPoE details which you would need to get from your internet provider. In the meantime reboot the modem, wait 2 minutes then reboot the R3, wait 4 minutes then see if you get internet. We don't provide immediate responses but we'll reply as soon as we're able to. Link to comment Share on other sites More sharing options...
Elliott C Posted January 29 Author Share Posted January 29 Have to be honest so far I am extremely disappointed you can’t charge this much for a router and not have the support ready for you customers. your running before you can walk. This also isn’t clear in purchasing the product. How do I return and refund. I would also like the contact details shared of your leadership team please. Thanks Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 29 Administrators Share Posted January 29 If we were to have phone support we would not be able to grow properly as a company, we'd spend the majority of the day helping a few vs the many we can help using the forum and socials etc. A router is a complex product, it has to connect and work with 1000's of internet providers, 1000's of modems, unfortunately it's not always possible for a customer to have a plug and play experience, it may take a little longer to get it up and running and that's what we're here to help with. You can email [email protected] to pursue a return/refund, I'm the head of tech support. Link to comment Share on other sites More sharing options...
Yoda Posted January 29 Share Posted January 29 As @Netduma Fraser has said you might need to fill in the PPPoE section. BT “sometimes” accepts made up username and passwords username: <type in whatever>@btinternet.com password: <fill in whatever> *if that doesn’t work contact BT to ask what your credentials are. just double check the RJ45 connection is going from your BT box to the blue WAN port on the back of your R3. Link to comment Share on other sites More sharing options...
Megatf Posted January 29 Share Posted January 29 Elliott Currie, you have gotten a ton of support. Thats not the problem here. In almost every comment you got a posted reply within 4 minutes. Just try the things he asked you and answer the questions he asked you. They have remote login support once they can get you online and they can assist you from there. To recap: 1. Do you know if you require anything for an internet connection such as PPPoE/VLAN etc? Is it connected to your existing modem/router or are you trying to replace it? 2. Do you have a router the internet provider has given you? What were you using for WiFi before the R3? 3. It's highly likely you need PPPoE details which you would need to get from your internet provider. In the meantime reboot the modem, wait 2 minutes then reboot the R3, wait 4 minutes then see if you get internet. Link to comment Share on other sites More sharing options...
Megatf Posted January 29 Share Posted January 29 29 minutes ago, Netduma Fraser said: Do you have a router the internet provider has given you? What were you using for WiFi before the R3? It's highly likely you need PPPoE details which you would need to get from your internet provider. In the meantime reboot the modem, wait 2 minutes then reboot the R3, wait 4 minutes then see if you get internet. We don't provide immediate responses but we'll reply as soon as we're able to. To answer all the questions for Elliott Currie: 1. Do you know if you require anything for an internet connection such as PPPoE/VLAN etc? Openreach (Modem Name) BT (ISP) is based in the UK and does require PPPoE. 2. Do you have a router the internet provider has given you? What were you using for WiFi before the R3? https://www.bt.com/help/broadband/getting-set-up/how-to-set-up/bt-home-hub-3-with-fibre#:~:text=Connect your Hub and Openreach,Hub and your power socket. 3. It's highly likely you need PPPoE details which you would need to get from your internet provider. In the meantime reboot the modem, wait 2 minutes then reboot the R3, wait 4 minutes then see if you get internet. Yes, in the link above it tells the user how to get the PPPoE details for their modem router. BT BT recommends its own router for maximum performance, but you can use a third party router if you prefer. You need to use the login [email protected] with the password 'bt' when setting up the PPPoE networking protocol. BT can’t support you to set up your alternative router, but business broadband customers can opt in to Enhanced IT Support. This is a premium service which can offer technical support, including third party routers. Some modem troubleshooting tips: https://www.bt.com/help/broadband/fibre-to-the-home--check-your-wiring-and-set-up Elliott Currie, Im just a simple forum user, I live in America where our internet is different (we dont use PPPoE) and it took only a minute of Google Searching to help find the answers he’s asking with just a simple picture of your modem. Link to comment Share on other sites More sharing options...
Megatf Posted January 29 Share Posted January 29 Elliott Currie now that you know how to secure the PPPoE details, complete the setup wizard and skip anything that requires or requests internet. When youre on the main page look at the bottom left for the settings Gear Icon. Click it, on the left hand side of the window that pops up, scroll until you see WAN, then go toPPPoE, fill in the requested information. If you are unsure look at the info and links I provided above. if that doesnt work, contact your BT IT support and ask them for the PPPoE details and any basic network settings requested in the PPPoE tab, even though BT does not like 3rd party routers, any IT professional should be able to answer those. You can also use Google, like I did. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 29 Administrators Share Posted January 29 Based on the above information you have two options: Enter the PPPoE details into the R3 in Settings > WAN - change the connection type to PPPoE. Save then reboot the R3 and you'll have internet Connect back the Home Hub and connect the R3 to it and you should get internet To find the PPPoE details you can connect BT or if you access the home hub it may have the details there in its internet settings. Of course you can still return it if you don't wish to do any of this. Megatf 1 Link to comment Share on other sites More sharing options...
aneymache Posted November 7 Share Posted November 7 Hi netduma. I also have same issue. I bought netduma R3 last week. Until now netduma r3 no internet i dont know what to do. Below i explain what i have : -1 unit modem from ISP -1 unit router wifi from ISP so my connection before netduma r3 arrive is like this, modem ISP i put LAN cable port 1. And connect to WAN port in router ISP. so my question, what i need to do? Do I need to replace Router ISP with netduma r3? Now i have 3 item : 1)modem ISP 2)router ISP 3)netduma R3 router I already use pppoe username and password from ISP. Also key in VLAN. But still no internet my netduma r3 Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted November 7 Administrators Share Posted November 7 @aneymache you don't have to do one specific option but if you remove the router from the ISP you'll need to use PPPoE/VLAN on the R3. If you use the ISP router you can just connect the R3 to it and not use PPPoE/VLAN on the R3. Let me know which you're doing and if it then doesn't work. Link to comment Share on other sites More sharing options...
aneymache Posted November 7 Share Posted November 7 which method is the best? remove the old router from ISP or use old ISP router connect the R3? 1)remove old ISP router = i already use PPPoE/VLAN on the R3 still no internet 2)use old ISP router connect the R3? can guide how to setup? Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted November 7 Administrators Share Posted November 7 Either is fine but use the second method as you're having trouble. All you need to do is remote the PPPoE details from the R3 and save. Connect the ISP router to your modem as normal. Connect a LAN port from the ISP router to the R3 WAN port. Check for internet. If you don't have it, reboot the R3 and wait 4 minutes. Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now