Hi,I recently purchased a RBK23 Orbi mesh. My ISP is Optus. Problem is that it won’t connect to internet, either via WIFI or using username and password. I’ve tried a million times, but to no avail. There is nothing wrong with my internet and I’ve called Optus to say there are no dropouts...so help!

What Firmware version is currently loaded?What is the Mfr and model# of the ISP modem/ONT the NG router is connected too? Any built in router here by chance? If so, This would be a double NAT condition which isn't recommended. https://kb.netgear.com/30186/What-is-Double-NAThttps://kb.netgear.com/30187/How-to-fix-issues-with-Double-NATCouple of options,1. Configure the modem for transparent bridge or modem only mode. Then use the Orbi router in router mode. You'll need to contact the ISP for help and information in regards to the modem being bridged correctly.2. If you can't bridge the modem, disable ALL wifi radios on the modem, configure the modems DMZ/ExposedHost or IP Pass-Through for the IP address the Orbi router gets from the modem. Then you can use the Orbi router in Router mode.3. Or disable all wifi radios on the modem and connect the Orbi router to the modem, configure AP mode on the Orbi router. https://kb.netgear.com/31218/How-do-I-configure-my-Orbi-router-to-act-as-an-access-point and https://www.youtube.com/watch?v=H7LOcJ8GdDo&app=desktop Be sure to power OFF the ISP modem and RBR for 1 minute then back on with the modem. Power ON the RBR. Factory reset the RBR by pressing the back reset button for 15 seconds then release. Connect 1 wired PC to the back up the RBR and walk thru the setup wizard in a web browser at 192.168.1.1.

Thanks, but I’m not sure if that’s the problem. I have NBN and then a Sagemcom modem. No other router. There’s no problem with internet in the room where the modem is, but for some reason the Orbi just wont connect to the Internet. I’ve tried the Advanced settings, but it didn’t recognise the PPPOE login details that I entered. Getting pretty frustrated, as spent a lot of money, but just can’t get it to work. I’ve tried calling Optus (and after waiting 90mins) they said no dropouts and Internet is fine, but they’ll call me back.

ricodafool wrote:Thanks, but I’m not sure if that’s the problem. I have NBN and then a Sagemcom modem. No other router. There’s no problem with internet in the room where the modem is, but for some reason the Orbi just wont connect to the Internet. I’ve tried the Advanced settings, but it didn’t recognise the PPPOE login details that I entered. Getting pretty frustrated, as spent a lot of money, but just can’t get it to work. I’ve tried calling Optus (and after waiting 90mins) they said no dropouts and Internet is fine, but they’ll call me back.Does your sagemcom modem have a router built in?

Be sure your PPPoE settings and input values are correct. Does your ISP required PPPoE on the router or just the modem? If only the modem then you don't need PPPoE on the RBR. Use DHCP.I would contact your ISP and have them help you ensure your modem is setup correctly and find out where PPPoE needs to be at. ricodafool wrote:Thanks, but I’m not sure if that’s the problem. I have NBN and then a Sagemcom modem. No other router. There’s no problem with internet in the room where the modem is, but for some reason the Orbi just wont connect to the Internet. I’ve tried the Advanced settings, but it didn’t recognise the PPPOE login details that I entered. Getting pretty frustrated, as spent a lot of money, but just can’t get it to work. I’ve tried calling Optus (and after waiting 90mins) they said no dropouts and Internet is fine, but they’ll call me back.

Yes, I it’s a combined modem/router.https://devicehelp.optus.com.au/sagemcom/gateway-f-st-3864-mac-os-sierra/I’ve also got an NBN connection box, with Ethernet cable to the modem/router.

RBK23 won’t connect to internet.

12 Replies

FURRYe38
Guru - Experienced User
Apr 07, 2020
What Firmware version is currently loaded?

What is the Mfr and model# of the ISP modem/ONT the NG router is connected too? Any built in router here by chance? If so,
This would be a double NAT condition which isn't recommended. https://kb.netgear.com/30186/What-is-Double-NAT
https://kb.netgear.com/30187/How-to-fix-issues-with-Double-NAT
Couple of options,
1. Configure the modem for transparent bridge or modem only mode. Then use the Orbi router in router mode. You'll need to contact the ISP for help and information in regards to the modem being bridged correctly.
2. If you can't bridge the modem, disable ALL wifi radios on the modem, configure the modems DMZ/ExposedHost or IP Pass-Through for the IP address the Orbi router gets from the modem. Then you can use the Orbi router in Router mode.
3. Or disable all wifi radios on the modem and connect the Orbi router to the modem, configure AP mode on the Orbi router. https://kb.netgear.com/31218/How-do-I-configure-my-Orbi-router-to-act-as-an-access-point and https://www.youtube.com/watch?v=H7LOcJ8GdDo&app=desktop

Be sure to power OFF the ISP modem and RBR for 1 minute then back on with the modem. Power ON the RBR. Factory reset the RBR by pressing the back reset button for 15 seconds then release. Connect 1 wired PC to the back up the RBR and walk thru the setup wizard in a web browser at 192.168.1.1.
- ricodafool
  Aspirant
  Apr 08, 2020
  Thanks, but I’m not sure if that’s the problem. I have NBN and then a Sagemcom modem. No other router. There’s no problem with internet in the room where the modem is, but for some reason the Orbi just wont connect to the Internet. I’ve tried the Advanced settings, but it didn’t recognise the PPPOE login details that I entered. Getting pretty frustrated, as spent a lot of money, but just can’t get it to work. I’ve tried calling Optus (and after waiting 90mins) they said no dropouts and Internet is fine, but they’ll call me back.
  - Retired_Member
    Apr 08, 2020
    ricodafool wrote:
    Thanks, but I’m not sure if that’s the problem. I have NBN and then a Sagemcom modem. No other router. There’s no problem with internet in the room where the modem is, but for some reason the Orbi just wont connect to the Internet. I’ve tried the Advanced settings, but it didn’t recognise the PPPOE login details that I entered. Getting pretty frustrated, as spent a lot of money, but just can’t get it to work. I’ve tried calling Optus (and after waiting 90mins) they said no dropouts and Internet is fine, but they’ll call me back.
    Does your sagemcom modem have a router built in?
- ricodafool
  Aspirant
  Apr 08, 2020
  Ok, I will try option 3. Just to confirm that I follow the instructions in the link/YouTube clip and then do the following??:
  
  “Be sure to power OFF the ISP modem and RBR for 1 minute then back on with the modem. Power ON the RBR. Factory reset the RBR by pressing the back reset button for 15 seconds then release. Connect 1 wired PC to the back up the RBR and walk thru the setup wizard in a web browser at 192.168.1.1.”
  - FURRYe38
    Guru - Experienced User
    Apr 08, 2020
    You don't need to reset the RBR you can go directly into the RBR and configure AP mode.
    https://kb.netgear.com/31218/How-do-I-configure-my-Orbi-router-to-act-as-an-access-point

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RBK23 won’t connect to internet.