Newly purchased router. Can't connect to internet.

[kczerniak]

Hey everyone,
Forgive me in advance as I am technically challenged. I just bought a Nighthawk hoping to boost my internet for Xbox and PC gaming. I followed the setup instructions step by step but ultimately I have no internet. The modem and router were rebooted and are all lit up. My phone shows full WiFi under the new Netgear network. But when I go to open the internet browser nothing refreshes. I'm very confused. I tried calling for support and sat on the phone for 30 minutes without ever talking to anyone. Please help.

[kczerniak · Accepted solution]

Problem solved. I was able to get tech support on the phone. Ultimately had to "forget" the network and start from scratch. Thanks for everyone's efforts.

[plemans]

supports getting crushed right now with the covid and everyone working from home.

What modem are you connecting to? 

What firmware is on it? 

did you boot in this order? 

(first power off both devices and disconnect everything from them)

hook up modem to coax and then power. power it on. give it a few minutes.

then connect modem to router. 

power up router and give it a few minutes. 

Then try setup. 

[kczerniak]

I'm hooking it up to the Arris modem from Optimum. And when I set it up it recommended a firmware update which I did. So I assume it's on the latest firmware.

As far as setup yes I followed those steps.

[plemans]

which arris modem? (model)

And if it was able to automatically update firmware, it did connect to internet. 

Did you try factory resetting and re-installing? 

[kczerniak]

Arris TM1602. It's whatever came with our Optimum service. I tried to factory reset but the power light stayed flashing for a very long time with no results.

[plemans]

Did the power light stop flashing? 

What are the rest of the lights doing? 

try factory resetting both devices and then following the boot up sequence. 

[kczerniak]

I ended up unplugging the router to reset the modem again. The rest of the lights were off at the time. I'll try it again when I get home

[kczerniak]

No luck. Still not working. Full bars, all lights lit. No internet when you try to load.

[shadowsports]

Greetings,

Picking up where plemans left off.

Arris Modem (reference only)

Modem user guide

The IP should be 192.168.100.1

user: admin & password: password

Doesn't look like there is much to see, nothing user configurable

For your Nighthawk.  Ditch the app

Do you have a computer you can connect to the router via ethernet?

Open a web browser and enter 192.168.1.1, press enter

You should see a log in prompt. 

User: admin

Password: password

You should be able to perform set up when you log in.  If you can't, reset the nighthawk using a toothpick.  When done, you will be able to perform set up.  The set up wizard runs automatically.

[kczerniak · Accepted solution]

Problem solved. I was able to get tech support on the phone. Ultimately had to "forget" the network and start from scratch. Thanks for everyone's efforts.