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RAXE500 Unable to set up iinet (IP provider) PPPoE configuration new device
Hi All,
I recently contacted Netgear support because I couldn’t get PPPoE configuration to work on my router. I’m with iiNet, which requires user verification to connect to the internet with non-IP routers.
After an hour with the Netgear agent, I was told that the router couldn’t be configured due to a technical issue. Apparently, it requires a firmware update before setting up PPPoE. Is this a design flaw, or was I misinformed?
Here’s what happened:
• Using the web interface, I got as far as setting the admin password and security questions.
• At that point, the router disconnected, asked for a username and password again, and redirected me to a “Router Password Reset” page.
• The page said the device was disabled and required me to reset the password by entering the serial number and answering security questions.
The agent suggested returning the router to the supplier for a replacement, claiming the issue was due to the firmware not updating. This seems strange because I didn’t face any of these issues with my TP-Link router, even when using its app.
Is this normal for Netgear routers, or could this be a hardware issue? Any advice would be greatly appreciated as I’m very puzzled and frustrated.
Thanks in advance,
Ivan
I recently contacted Netgear support because I couldn’t get PPPoE configuration to work on my router. I’m with iiNet, which requires user verification to connect to the internet with non-IP routers.
After an hour with the Netgear agent, I was told that the router couldn’t be configured due to a technical issue. Apparently, it requires a firmware update before setting up PPPoE. Is this a design flaw, or was I misinformed?
Here’s what happened:
• Using the web interface, I got as far as setting the admin password and security questions.
• At that point, the router disconnected, asked for a username and password again, and redirected me to a “Router Password Reset” page.
• The page said the device was disabled and required me to reset the password by entering the serial number and answering security questions.
The agent suggested returning the router to the supplier for a replacement, claiming the issue was due to the firmware not updating. This seems strange because I didn’t face any of these issues with my TP-Link router, even when using its app.
Is this normal for Netgear routers, or could this be a hardware issue? Any advice would be greatly appreciated as I’m very puzzled and frustrated.
Thanks in advance,
Ivan
MLB999 wrote:
I have the same problem. Not sure about the support response re firmware updates as its not possible to update the firmware if the router is not connected to the internet.
It probably wouldn't solve your problems, but as long as you can get a wired local connection into the router you don't have to be on line to update firmware. You can download the firmware with whatever you are using to access this place. Use a USB drive to transfer it to a PC if needed. Unzip and then go through the manual update with the router.
How do I manually upgrade firmware to my NETGEAR router? | Answer | NETGEAR Support
Just another user with time on their hands.
13 Replies
so you're not even able to log into the router to set it up?
When you're going through the setup process, for the password, you need:At least 10 characters,
1 special character
1 lower case letter
1 upper case letter
1 number
Don't use any spaces.
- Hi
I initially chose the max 32 character password as per guidelines then we chose a simple Welcome@123 and it still didn’t work. Something is not right and the operator sort of went off a few times to check something but nothing helpful came out of it. Really disappointing.
Not sure what to do next or should I call them again at some point?
Puzzled by the whole thing.
🤷 Hi I initially chose the max 32 character password as per guidelines then we chose a simple Welcome@123 and it still didn’t work. Something is not right and the operator sort of went off a few times to check something but nothing helpful came out of it. Really disappointing. Not sure what to do next or should I call them again at some point? Puzzled by the whole thing.
In response to plemans.
The password was actually suggested by the NETGEAR operator and I thought she would know what the acceptable format would be for passwords. But still din't work.
Would be best to check with the ISP iinet and see what actual PPPoE confguration is needed to be used on the RAXE.
What FW Version is loaded on the RAXE router?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
Be sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended.Which port is being used to connect the RAXE to the ISP modem/ONT? Yellow WAN port or the Multi-Gig port?
