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No Cable Connection Information
So after having an issue that was resolved. I found out that I have another issue. When I went to Cable Connection on my CBR750 it shows no information. See attached photo. I've had my ISP resend the...
So to update this thread. After many more attempts at resetting the router/modem. We still had no luck it getting a factory rest completed. I ended up ordering another unit for testing and that unit worked as it was suppose to. This issue had started early in when I first purchased the modem. I contacted NG tech support, provided all the information they requested and they dropped the ball and didn't respond back to me for almost a month (When my warranty expired) and then closed my ticket, providing no resolution to the issue. A BIG THANK YOU TO FURRYe38 who helped me through the process and resolved my issue and got me a replacement modem/router from NG. So the only positive from NG is they helped FURRYe38 and sent me a replacement. NG tech support should learn from FURRYe38 about customer service and following through, to resolve the issue.
So to update this, with more troubleshooting, FW change and some resets, a couple of items stand out on this CBR unit:
1. Factory reset seems to cause incorrect LED behavior seen on the front panel. The power LED is not enabled while only the uplink LED is ON.
2. After the factory reset (Button Press and Erase button on web page UI), the PC doesn't seem to get a IP address correctly. User can set a static IP on the wired PC and seems to gain access to the CBRs web page at this point.
3. When the user can skip the setup wizard and manually setup the CBR, the home page reports No Internet Connection even though the coax is connected.
4. The user can load a saved backup from file and this returns the CBR to operation and internet services are restored however the Internet Connection status reports POOR. We can't troubleshoot this unless we see the Cable Connection and Event Logs pages where are not available on this unit or seen in any browser tried.
5. Cable Connections and Event Log pages are displaying blank or no information from the modem side. (I believe this is the root or initial problem that a factory reset doesn't seem to fix.)
I believe there is a problem at the modem side or between the modem and the router side UI that's not getting the status and log information from the modem correctly. The CBR is in some bad state here and a reset doesn't resolve it.
6. The user said they opened a support ticket when they first started having problems back in August and was met with little or no good help from NG support or responses seen was 30 days past after the users response back to them thus causing the users warranty to expire during this process and then someone at NG chose to close the support ticket with out any resolution. I believe if NG had approved a RMA for the CBR early on, this would have resolve the users issue.
So to update this thread. After many more attempts at resetting the router/modem. We still had no luck it getting a factory rest completed. I ended up ordering another unit for testing and that unit worked as it was suppose to. This issue had started early in when I first purchased the modem. I contacted NG tech support, provided all the information they requested and they dropped the ball and didn't respond back to me for almost a month (When my warranty expired) and then closed my ticket, providing no resolution to the issue. A BIG THANK YOU TO FURRYe38 who helped me through the process and resolved my issue and got me a replacement modem/router from NG. So the only positive from NG is they helped FURRYe38 and sent me a replacement. NG tech support should learn from FURRYe38 about customer service and following through, to resolve the issue.
Glad we got this resolved. đ