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mtim2000's avatar
mtim2000
Follower
Nov 30, 2017
Solved

R7000 stopped connecting to an ISP via PPPoE

hello everyone, 

 

I am having issues with  R7000, which I can't resolve for last two days.

The setup I had for last two years, without any issues, is as follows: VDSL Modem SmartRG SR505N (in bridge mode) -> R7000 (with ISP user/pwd, connection mode "Always On") -> wired/wireless/switch clients.

The R7000 has the latest firmware V1.0.9.12_1.2.23.

Two days ago internet went down. The R7000 was showing that it could not connect to my ISP.

Here is what I tried :

  1. connected VDSL Modem to a Laptop directly and was able to establish the connection with ISP (using the same user/password).
  2. connected VDSL to R7000 again, retyped user/password, same problem as before: "could not connect" error message (don't remember the exact wording). "No Internet" text with the red background.
  3. Reset R7000 to factory defaults, using pinhole at the back. Went through configuration steps, typed user/password for PPPoE, R7000 still cannot connect. Same error message and "No Internet" sign.
  4. Switched VDSL Modem from bridge to regular mode. The VDSL modem has a builtin router and wifi access point. Disabled WiFi , connected R7000 with "Does your Internet connection require a login? == NO" and that's how it is working now.

Does anyone know what is going on with R7000? Why all of sudden it stopped registering with ISP using PPPoE ? Is this hardware or software issue? 


Thank you in advance,
mtim

Troubleshooting

8 Replies

  • michaelkenward's avatar
    michaelkenward
    Guru - Experienced User
    Nov 30, 2017

    Get back to basics. Reset to factory defaults, configure the mode, then start everything in the right order:

     

    Be sure to restart your network in this sequence:

     

    • Turn off and unplug the modem.
    • Turn off the modem router and computers.
    • Plug in the modem and turn it on. Wait 2 minutes.
    • Turn on the modem router and wait 2 minutes.
    • Turn on the computers.

     

  • vamsibannu's avatar
    vamsibannu
    Aspirant
    Mar 29, 2018
    I am facing the very similar problem and when i contacted customet care they simply said they cant do much as the hardware is working and asked me to check with my ISP provider. But i tried my friend's cisco and tplink routers. Both worked in a flash. I have been trying to fix my netgear r7000, but no luck. Very disappointing.
      • vamsibannu's avatar
        vamsibannu
        Aspirant
        Apr 28, 2018

        Hi,

        Yeah i did try hardware reset and reconfiguring the router. Still the problm is not solved.

        Sometimes it connects and if I switch the power off and switch it on again, it doesn't connect.

        Anyone one from netgear recommend a specific firmware version or may be beta version to this issue resolved.

        I am asking so bcoz, i read in the community that it worked for someone.