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Nighthawk D7000v2 won't connect to internet - authentication problem

jemini344
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Nighthawk D7000v2 won't connect to internet - authentication problem

I have just switched to fibre-to-cabinet broadband and now my router won't connect to the internet.  In the house everything connects by cable & WiFi.  My ISP advises me that it is an authentication problem but they do fix Netgear routers.

I've done a factory reset the settings and they aare now

Transfer mode: PTM(VDSL)

DSL mode: VDSL2

multiplex: LLC

encapsulation: PPPoE

 

How do i get the router to authenticate?

 

Model: D7000|Nighthawk AC1900 VDSL/ADSL Modem Router
Message 1 of 4

Re: Nighthawk D7000v2 won't connect to internet - authentication problem


@jemini344 wrote:

I have just switched to fibre-to-cabinet broadband and now my router won't connect to the internet. 

 


Missing details include what sort of Internet you get. You say VDSL, but there are different flavours of VDSL. Bonded DSL, for example, which Netgear's modem/routers do not support.

 

A quick way to get help might be to tell people which ISP you have.

 

Does this unnamed ISP have a list of modems known to work on its network?

 

If the ISP has a user community, that might also be worth consulting.

 



My ISP advises me that it is an authentication problem but they do fix Netgear routers.

 


Apart from not understanding the last bit of that sentence – is there a not missing? – I wouldn't take an ISP's advice as gospel. A default response is "blame the router".

 

Do the DSL connection logs give any clues as to what is going wrong during the connection process?

 

 

 

Just another user.

My network DM200 -> R7800 -> GS316 -> PL1000 -> Orbi RBR40 -> Orbi RBS50Y -> RBS40V
Message 2 of 4
jemini344
Aspirant

Re: Nighthawk D7000v2 won't connect to internet - authentication problem

Thank you for point out my omissions.  The ISP is PlusNet; they do not support Netgear routers.  Plusnet actively discourage their techies from tackling 3rd party kit.

However, I got through to a helpful guy at PlusNet this afternoon & we spent 3/4 hour trying to resolve the problem without success - I could hear his frustration.  He thinks it is an authentication problem which for him means it's not logging in succcessfully.  The login name checks out and we reset the password a couple of time without success.

 

1.     he didn't recognise what Bonded DSL is so I can't answer tht question

2.     after a factory reset and reconnecting to the line the router adopted these settings

        Transfer Mode:  PTM (VDSL)

        DSL Mode: VDSL2

        Multiplexing: LLC   

        Encapsulation: PPPoE

3      My reading of this is that the router is detecting the line and adapting settings but fails to log in at the ISP's server

4.     After changing settings & clicking on Apply the Internet light flashes for the first 1/4 of the progress bar, then goes blue but at the 3/4 point becomes steady red

 

He thought the settings should be VDSL/VC/PPPoA but the router doesn't seem to like that.  In the end we gave up.

 

Just a note the Plusnet router works fine but it looks low-powered (no aerials swinging in the draughts :-) and doesn't have a guest account to keep visitors away from my home network. 

I run a motorcycle club and with GDPR need to keep things secure.  I've tried using the Netgear as an access point but then the Guest account can access the whole network with no option to turn this off.

 

So I'm really hoping you guys can help

 

Jem

Message 3 of 4

Re: Nighthawk D7000v2 won't connect to internet - authentication problem


@jemini344 wrote:

Thank you for point out my omissions.  The ISP is PlusNet; they do not support Netgear routers.

 

Unless they mean that they do not understand how to use Netgear routers, which is quite likely, whoever you talked to at PlusNet was telling porkies.

 

PlusNet is just BT with annoying ads and lower prices. Thousands of people, like me, use Netgear on BT.

 

 


1.     he didn't recognise what Bonded DSL is so I can't answer tht question

 

Telling us who you have as an ISP is the key. Now that we know that, we can ignore that one. PlusNet (OpenReach) doesn't do bonded.

 


@jemini344 wrote:

Plusnet actively discourage their techies from tackling 3rd party kit.

 


Yet more proof that they are a bunch of sh*ts who need a good kicking.

 

I had an OpenReach techie here last week. (It maintains the network that BT, OpenReach and others use.) He said that OpenReach had told ISPs to stop supplying modems and to deliver combined modem/routers. Unfortunately, BT supplies junk hardware that denies the use of modem-only (bridge) mode. I suspect that PlusNet has a similar "stuff the customer" approach.

 

Did you tell the D7000v2 to use its wizard to set up the connection?

 



He thought the settings should be VDSL/VC/PPPoA but the router doesn't seem to like that.  In the end we gave up.

 

BT uses PPPoE.

 

Try this:

 

Search - NETGEAR Communities – plusnet

 

Not all of that stuff is relevant.

 

You could also look at BT's advice on connecting.

 

You have left out a few details.

 

Login is your email address, or justthe dimain bit.

 

Password is blank.

 

 

Just another user.

My network DM200 -> R7800 -> GS316 -> PL1000 -> Orbi RBR40 -> Orbi RBS50Y -> RBS40V
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