Re: Netgear XR500, rebooted modem now router won't connect to internet.

Grarrg · ‎2019-09-30

Hi,

First post since I have never needed one before.

I have Spectrum internet.

Speeds were getting sluggish so their IT had me reboot my modem, unplug it for 2 minutes.

I unplugged the modem and my router and waited a few minutes.

I plugged my modem back in and waited for the connectivity lights to come on and waited a few minutes more.

Then I plugged my router back in.

I did not mess with any of the ethernet cables.

The issue I am having is the "Internet" light on the router is a flashing amber.

There is no wi-fi connection and my PS4 which is hardwired to the router has no connection either.

If I go straight from my modem to my PS4 I do have internet so I know that is working.

Any suggestions on how to get my router to reconnect to my modem and receive internet connection?

Thank you.

FURRYe38 · ‎2019-09-30

What Firmware is currently loaded?
What is the Mfr and model# of the ISP modem the NG router is connected too?

Netduma-Fraser · ‎2019-10-01

Couple of suggestions:
Reboot the router again as it may not have established a connection with the modem properly.
Go to Internet Setup and click apply or test at the bottom of the page, this may prompt it to reestablish the connection.
If neither of those work then I would suggest a factory reset.

Grarrg · ‎2019-10-08

After trying all of these I have had to back to the R7000.

Nothing seems to get the router connected to the modem.

I have a $400 brick. 😞

FURRYe38 · ‎2019-10-08

What Firmware is currently loaded?
What is the Mfr and model# of the ISP modem the NG router is connected too?

You paid $400 for the XR500? IT was only $300 at relase time.

@Grarrg wrote:
After trying all of these I have had to back to the R7000.
Nothing seems to get the router connected to the modem.
I have a $400 brick. 😞

Netduma-Fraser · ‎2019-10-08

I would suggest factory resetting the modem while it's not connected to the router. Then connecting the router - if no connection then factory reset and run through the setup wizard.

Grarrg · ‎2019-10-08

I will try.

Thank you.

FURRYe38 · ‎2019-10-08

Letting us know the Mfr and model# of the ISP modem would be helpful to us as well.

Grarrg · ‎2019-10-09

The outside of the modem simply says "Spectrum".

The data sticker on the back has no actual name on it.

The only identifying features are.

FCC ID: XCNE31U2V1

Property of Charter Communications (Spectrum)

E31U2v1

DOCSIS 3.1 eMTA

Assembled in Vietnam.

And the MAC addresses and S/N.

Netduma_Alex · ‎2019-10-09

Are you able to get to the interface of the modem? You can figure it out usually by going to System Information in DumaOS and looking for your WAN IP.

If you let us know what this WAN IP is we can probably figure out the IP address to access the modem's interface.

FURRYe38 · ‎2019-10-09

Ok, I believe this is your modem:

https://www.manualslib.com/manual/1578219/Charter-Spectrum-E31u2v1.html

Just checking to ensure it doesn't have a built in router here. It doesn't. Just modem and voice support is all.

@Grarrg wrote:
The outside of the modem simply says "Spectrum".
The data sticker on the back has no actual name on it.

The only identifying features are.

FCC ID: XCNE31U2V1
Property of Charter Communications (Spectrum)

E31U2v1
DOCSIS 3.1 eMTA
Assembled in Vietnam.

And the MAC addresses and S/N.

Grarrg · ‎2019-10-09

That is the one.

Netduma-Fraser · ‎2019-10-09

Did you try my previous suggestion and are you able to access modem interface as Alex asked?

Retired_Member · ‎2020-02-03

I have the same issue and modem. The modem is locked so cannot be accessed. I never had issues like this on any other router including the r7000. Only way i got it to work is boot router and modem at same time and reboot router again. Its an really annoying bug that netgear wont fix. Bummer

Netduma_Alex · ‎2020-02-04

I'm sure they will fix it. Updates to DumaOS are on the way so the router will certainly be updated.

Tigsman · ‎2020-02-04

It could be a Spectrum thing too. I have a different modem from them and on occasion the internet link doesn’t reconnect after a power outage. Only way to resolve for me is reboot router with wan cable disconnected from modem, wait until router is fully restarted, then plug cable back into the modem. Not all the time is this an issue , but it does happen.

Retired_Member · ‎2020-02-04

Hope so. Because i heard you say that or another member say that 6-8 months ago. Not trying to be a hard ass but for a $200 router now when i got it it was $300 it should be properly updated