Internet stopped working

[LukeStorm]

Metronet fiber to r3 on firmware .236, has been working with no issues for 2 months... today no internet. Reached out to metronet fiber modem is working correctly... I factory reset r3 and still no internet.. removed r3 and plugged directly into eero mesh.. internet is working... the cable to r3 from fiber modem is only 4 feet... please help

[Netduma Fraser]

Reboot the modem, wait 4 minutes then reboot the R3, wait 4 minutes, do you get internet then?

[LukeStorm]

No, I have tried everything.. it will not detect internet. 

[Netduma Fraser]

Are you able to access the interface? On the WAN Settings page does it show as connected/getting internet? Does your modem see the R3 as an attached device.

[LukeStorm]

[LukeStorm]

Want me to try the new beta ? 

[LukeStorm]

Reset, plugged r3 Wan port directly into eero just to see if it connects.. nothing lights up and internet status says offline internet port disconnected. Unplugged all devices waited 15 mins.. The Wan port still says disconnected. Could the unit be defective now ? 

[LukeStorm]

helpful logs 

R3_2024-08-25T18_07_19.874Z_logs.txt R3_2024-08-25T18_06_36.002Z_logs.txt R3_2024-08-25T18_05_07.563Z_logs.txt R3_2024-08-25T18_03_28.850Z_logs.txt R3_2024-08-25T17_59_53.317Z_logs.txt R3_2024-08-25T17_57_25.568Z_logs.txt

[Netduma Fraser]

I'd be surprised if it was defective but do try the new firmware. Does the Eero see the R3 connected if you check that interface?

[LukeStorm]

Tried new firmware same results. Anything in the logs stand out ? The eero does not see interface. I even plug into switch and vyos router same results. Still says disconnected.

[LukeStorm]

log with Wan port directly connected to pc. 

R3_2024-08-25T21_38_07.590Z_logs.txt

[Netduma Fraser]

I'm not a dev so nothing jumps out at me, I'd have to pass it onto them to have a look on Tuesday. Could you disable IPv6 in LAN/WAN, apply and reboot please then check. Also do you have another cable you can use to connect the R3 to modem?

[LukeStorm]

New cable and disabled v6 on lan/Wan reboot and still shows disconnected and no internet 

[Netduma Fraser]

Okay thanks, probably best I pass it onto the team and see what they make of the logs. I'll get back to you.

[LukeStorm]

Any updates? 

[Netduma Fraser]

Yes they've suggested a replacement on this occasion, please email [email protected] with a link to this topic and your order number and we can arrange a replacement for you.