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Can't connect orbi to internet during set up

I am having problems connecting Orbi to the internet. I get all the way through set up, cable says its connected fine but the internet connection is not. 

Do I need a PPPoE user name and password, or Do I need an IP address?

My internet provider is a no frills provider so I can't ring them and they are saying its a product issue.

Has anyone had this problem or does anyone have any solutions.

 

Thanks

Model: RBR20|Orbi AC2200 Tri-band WiFi Router
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Re: Can't connect orbi to internet during set up

What Firmware version is currently loaded?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too? There a built in router here by chance? 

Is your ISP cable or dsl? 

If our modem already has a built in router, This would be a double NAT (two router) condition which isn't recommended. https://kb.netgear.com/30186/What-is-Double-NAT
https://kb.netgear.com/30187/How-to-fix-issues-with-Double-NAT
Couple of options,
1. Configure the modem for transparent bridge or modem only mode. Then use the Orbi router in router mode. You'll need to contact the ISP for help and information in regards to the modem being bridged correctly.
2. If you can't bridge the modem, disable ALL wifi radios on the modem, configure the modems DMZ/ExposedHost or IP Pass-Through for the IP address the Orbi router gets from the modem. Then you can use the Orbi router in Router mode.
3. Or disable all wifi radios on the modem and connect the Orbi router to the modem, configure AP mode on the Orbi router. https://kb.netgear.com/31218/How-do-I-configure-my-Orbi-router-to-act-as-an-access-point and https://www.youtube.com/watch?v=H7LOcJ8GdDo&app=desktop 

 


My Setup (Cable 900Mbps/50Mbps)>CAX80>Orbi RBK50 v2.5.1.16(Router Mode)
Additional NG HW: C7800/CM1100/CM1200, Orbi CBK40, Orbi RBK50/RBK853, R7800, R7960P, EX7500/EX7700, XR450 and WNHDE111
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