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sungshine's avatar
sungshine
Aspirant
May 17, 2021

Orbi RBK30 suddenly can't connect to internet but Plusnet Hub One still can

Hi All,

 

Yesterday out of the blue my RBR30 router decided to just stop working, but when I plug in my ISP provided Plusnet router everything works fine which means it shouldn't be an infra issue. I've checked my PPPoE settings and they're definitely correct.

Has any one seen this kind of problem before or can offer any suggestions please? I've tried all of the below.  If I've missed anything please let me know and I can try and fill in the blanks! No idea why this would have happened suddenly

 

  • Orbi is connected via Openreach modem (HG612) to Plusnet via PPPoE (login/pw are definitely correct)

  • Thought it might have been the modem so bought a new one but issues persist

  • Tried resetting modem and router together and individually

  • Tried setting up Orbi as if brand new

  • I had firmware 2.6.2.104 installed.  Incase there was an issue with this firmware I manually installed 2.6.1.36 again but no success

4 Replies

  • CrimpOn's avatar
    CrimpOn
    Guru - Experienced User
    May 17, 2021
    sungshine wrote:

    Yesterday out of the blue my RBR30 router decided to just stop working,

    • Tried setting up Orbi as if brand new

    • I had firmware 2.6.2.104 installed.  Incase there was an issue with this firmware I manually installed 2.6.1.36 again but no success

    These steps seem to indicate that the router functions to some extent.

    • Does it broadcast WiFi and devices can connect to the router?
    • When connected to the modem, do the Internet Settings show a public IP address?
    • Is it perhaps an issue with DNS, which makes most applications fail because they cannot resolve internet addresses?
      i.e. can you 'ping' a number address such as 1.1.1.1,
      but cannot ping one.one.one.one
    • sungshine's avatar
      sungshine
      Aspirant
      May 18, 2021

      Thanks for the reply CrimpOn 

       

      • Does it broadcast WiFi and devices can connect to the router?
        Yes I can connect to the router, but it will always say no internet is available
      • When connected to the modem, do the Internet Settings show a public IP address?There doesn't seem to be any IP address or DNS info when I plug my laptop in to the Orbi via ethernet
      • Is it perhaps an issue with DNS, which makes most applications fail because they cannot resolve internet addresses?
        No connection was able to be established using 1.1.1.1 or any other

       

      Do you think DNS setting could explain why router from Plusnet ISP works fine but the Orbi doesn't?

       

      • CrimpOn's avatar
        CrimpOn
        Guru - Experienced User
        May 18, 2021

        The router clearly functions: (a) it broadcasts WiFi and accepts connections, (b) it is possible to manually upload firmware to the router.

         

        What does the web interface,Advanced Tab show for "Internet Port" (see attached)?

        If there is a public IP address in this box, then it is connected to Plusnet.

        https://en.wikipedia.org/wiki/Private_network 

         

        By 'ping', I was referring specifically to sending ICMP package (commonly called "ping"). When DNS is not working, a computer can usually ping a numeric IP address, but domain names will not resolve into IP addresses.

         

        There is certainly no harm in defining your own DNS servers.  As the image shows, today I am using 8.8.8.8 and 8.8..4.4 (Google) andn 1.1.1.1 (Cloudflare).