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Forum Discussion
jautn
Sep 25, 2022Tutor
ORBI750 + Satellite not providing internet connection
I purchased a used ORBI 750 Router + 1 Satellite kit in July. I performed factory reset and installed the device and set up settings. So far have never had any issues up until this past week. I run...
- Sep 26, 2022
jautn wrote:
Nothing seemingly changed after both test and apply.
I initially thought it might be incompatibilities with ISP and my hardware but via Charters compatibility page, they should talk to each other without a problem.Can it be that the ISP "blocked" Orbi's MAC address! I've seen this before. For troubleshooting purpose, under "Router MAC Address" please choose "Use Computer MAC address" (if you're accessing Orbi from a computer) or select "use this MAC address" and just copy the MAC address of one of your satellites, and click Apply.
jautn
Sep 26, 2022Tutor
Nothing seemingly changed after both test and apply.
I initially thought it might be incompatibilities with ISP and my hardware but via Charters compatibility page, they should talk to each other without a problem.
I initially thought it might be incompatibilities with ISP and my hardware but via Charters compatibility page, they should talk to each other without a problem.
ekhalil
Sep 26, 2022Master
jautn wrote:
Nothing seemingly changed after both test and apply.
I initially thought it might be incompatibilities with ISP and my hardware but via Charters compatibility page, they should talk to each other without a problem.
Can it be that the ISP "blocked" Orbi's MAC address! I've seen this before. For troubleshooting purpose, under "Router MAC Address" please choose "Use Computer MAC address" (if you're accessing Orbi from a computer) or select "use this MAC address" and just copy the MAC address of one of your satellites, and click Apply.
- jautnSep 26, 2022Tutor
Following your process, I chose "Use This Computers Address" and hit Test. After refreshing it now had selected "Use this address" which I assume is my computers MAC. After pressing apply and a consecutive refresh, looking at the "Home" dash board, Internet now reads as "Not Connected" instead of "Waiting for Internet" as it did previously.
I have since tried to also troubleshoot previous errors that should have fixed issues others were having in past for wares such as turning off email and traffic monitoring but those actions have no successful result.EDIT:
Here is my sequence of events to a successful operation. This is just my flow without knowing what works and what did not.
- Factory Reset on router
- Disconnect all hardline connections into my router except from the modem
- Connect to Router via Wifi, access via 192.168.1.1
- Manual Firmware update to latest version on both Router and Satellite, turn off satellite.
- Reboot both modem and router
- Disabling E-Mail and Traffic Monitoring
- Reboot router
- Changing from Router MAC Address from Default to "Use Computer's Mac Address"
- Click Test
- Router MAC Address now selected as "Use this MAC Address" with the prompt filled in
- Click Apply - "No Internet Connection" on the Home interface under Internet tab
- Reboot Router
- Return Router MAC Address to Default Address
- Turn off Guest Network
- Reboot Router
- Internet connection re-established.
- Testing to see whether Guest Network is the interfering factor
- Turn on Guest Network
- Reboot Router
- Internet connection re-established.
- Speedtest checks out close to what ISP is expected to allocate.
- Confusion, acceptance, satisfaction.
- ekhalilSep 26, 2022MasterGreat that you got it working!
I think what happened is that the router’s MAC address was somehow blacklisted in the modem ir at the ISP when you changed it to the computer’s MAC address and back the device was whitelisted again. 😊- jautnSep 26, 2022Tutor
Definitely a possibility and I'll go with that for now. Seeing how many issues people have with the ORBI systems, I have a checklist of troubleshoots to follow, this will make it to the top of the list for this time around.
Thanks so much for your help!