Internet Connection Issues

[Parknuthouse]

My Orbi is having internet connection issues after I changed cable modem and ISP. Connections are fine and I tried re-boot and re-install procedures with no luck. Any ideas?

[michaelkenward · Accepted solution]

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@Parknuthouse wrote:

My Orbi is having internet connection issues after I changed cable modem and ISP. Connections are fine and I tried re-boot and re-install procedures with no luck. Any ideas?

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You have a new network.

Reset the Orbi to factory defaults and set it up from  scratch.

It needs to forget any settings inherited from the old ISP and modem.

[Retired_Member]

tell us more about the mode....before and after....Orbi firmware?

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@Parknuthouse wrote:

My Orbi is having internet connection issues after I changed cable modem and ISP. Connections are fine and I tried re-boot and re-install procedures with no luck. Any ideas?

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[CrimpOn]

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@Parknuthouse wrote:

My Orbi is having internet connection issues after I changed cable modem and ISP.

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Kind of vague. "Issues" can mean:

• No internet at all
• Can reach some, but not all web sites
• Some devices get internet, but others do not

Can you please describe what is happening in more detail?

[Parknuthouse]

My mobile ORBI app shows no internet however the cable modem which also has it’s own network is connected and operational. ORBI router is connected to the cable modem via Ethernet cable.

[Parknuthouse]

What is mode that you are referring to?

[schumaku]

Could be your cable modem provider does require some configuration, beyond of a pure Ethernet with DHCP.

Should you have tested the new modem with a computer first, it's predictable other systems like the Orbi in router mode fail to connect to the Internet, because typical cable ISP allow only one MAC address (one device) connected direct to a modem. Power off Orbi, restart the cable modem, wait a few minutes, then start the Orbi router.

[ekhalil]

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@Parknuthouse wrote:

........the cable modem which also has it’s own network is connected and operational. ......

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What is the make and model of the cable modem please?

[ekhalil]

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@Parknuthouse wrote:

What is mode that you are referring to?

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meaning, is Orbi operating in Router or AP Mode?

This can be found in the web GUI under >> ADVANCED >> Advanced >> Router / AP Mode

[michaelkenward · Accepted solution]

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@Parknuthouse wrote:

My Orbi is having internet connection issues after I changed cable modem and ISP. Connections are fine and I tried re-boot and re-install procedures with no luck. Any ideas?

---

You have a new network.

Reset the Orbi to factory defaults and set it up from  scratch.

It needs to forget any settings inherited from the old ISP and modem.

[Parknuthouse]

Resetting to factory settings and reconfiguring network per operating manual took care of the problem.

[michaelkenward]

That's good. This is such a common issue that it deserves a reference in the manuals.