topic Re: Router stopped working, simply not turning on. New one setup help! in Broadband & Landline

Router stopped working, simply not turning on. New one setup help!

Gatoryu — Tue, 24 May 2022 09:40:50 GMT

My EE router just stopped working, it doesn't turn on at all.

In order not to wait I just bought a new one Netgear WiFi6.

They ask for username and the best I could understand is either I need to login to my old router (which doesn't work) or it should be on the bills (there isn't anything even remotely close to what they are showing as an example on website router setup, there's just account number).

Tryin to call EE, but it is just well known problem:))

So what do I even do now? How do I figure out what's my username? Why it's not in my account simply anywhere, when I login into page...?

Re: Router stopped working, simply not turning on. New one setup help!

Chris_B — Tue, 24 May 2022 10:59:04 GMT

@Gatoryu where is the asking you for a username at what point ? Any user name of your new router will be printed on the router.

Re: Router stopped working, simply not turning on. New one setup help!

Mustrum — Tue, 24 May 2022 11:03:19 GMT

@Chris_B it will be for the PPOE username and password.

@Gatoryu you won't find that on any bills, you may have got it when you first signed up to EE or will need to give customer services a call.

Which model router did you get and what package are you on?

Re: Router stopped working, simply not turning on. New one setup help!

Gatoryu — Tue, 24 May 2022 11:56:02 GMT

Thanks for coming back to me.

I bought my own router Netgear AX1800 RAX10 WiFi6 router and I have Fiber plus 900Mb/s plan.

Managed to figure out how to contact support and they told me my username and password.

The thing is that it doesn't connect if I use my user and pass. Tried factory resetting it few times, tried switching it on and off.

On website I found that you might need to set up VLAN ID to 101. So tried that, it asks me to select at least one Port, tried selecting all 4 of them, nothing changed. Then tried to select VLAN and tick 2.4 and 5Ghz there, nothing.

Not sure what I am missing. On router, almost all necessary lights are blinking as if there's usage, it lets me log in with admin account too, but internet connection doesn't work. In settings, as advised on website, I left all default and auto( dns etc.), just not sure about that VLAN though, but it didn't seemed to make any difference (can post pic of those settings too).

Re: Router stopped working, simply not turning on. New one setup help!

Mustrum — Tue, 24 May 2022 11:59:21 GMT

You don't need to worry about VLAN 101, that is used on combined modem/routers on the FTTC services.

Without seeing your other options, not sure what else to suggest - PPOE username and password are case sensitive so make sure you have them the right way.

Re: Router stopped working, simply not turning on. New one setup help!

XRaySpeX — Tue, 24 May 2022 12:00:44 GMT

You don't set the VLAN ID as that's handled by the modem which in the case of FTTP is the ONT.

Please post the WAN settings page for the Netgear.

Re: Router stopped working, simply not turning on. New one setup help!

Mustrum — Tue, 24 May 2022 12:12:49 GMT

@Gatoryu frpm the manual, as above, select PPOE and then enter the username and password - the other setting can be left as obtain from ISP. Next section do not use IP Ver 6.

Specify an Internet connection that uses a login
To view or change the basic Internet setup:
1. Launch a web browser from a computer or mobile device that is connected to the
router network.
2. Enter http://www.routerlogin.net.
A login window opens.
3. Enter the router admin user name and password.
The user name is admin. The password is the one that you specified the first time
that you logged in. The user name and password are case-sensitive.
The BASIC Home page displays.
4. Select Internet.
The Internet Setup page displays.
5. In the Does your Internet connection require a login? section, select the Yes radio
button.
6. From the Internet Service Provider menu, select the encapsulation method: PPPoE,
L2TP, or PPTP.
7. In the Login field, enter the login name that your ISP gave you.
This login name is often an email address.
8. In the Password field, type the password that you use to log in to your Internet
service.
9. If your ISP requires a service name, type it in the Service Name (if Required) field.
10. From theConnection Mode menu, select Always On, Dial on Demand, or Manually
Connect.
11. To change the number of minutes until the Internet login times out, in the Idle
Timeout (In minutes) field, type the number of minutes.
This is how long the router keeps the Internet connection active when no one on the
network is using the Internet connection. A value of 0 (zero) means never log out.
12. Select an Internet IP Address radio button:
Specify Your Internet Settings 25 User Manual
4-Stream AX1800 WiFi 6 Router
• Get Dynamically from ISP. Your ISP uses DHCP to assign your IP address. Your
ISP automatically assigns these addresses.
• Use Static IP Address. Enter the IP address, IP subnet mask, and the gateway IP
address that your ISP assigned. The gateway is the ISP router to which your router
connects.
13. Select a Domain Name Server (DNS) Address radio button:
• Get Automatically from ISP. Your ISP uses DHCP to assign your DNS servers.
Your ISP automatically assigns this address.
• Use These DNS Servers. If you know that your ISP requires specific servers, select
this option. Enter the IP address of your ISP’s primary DNS server. If a secondary
DNS server address is available, enter it also.
14. Select a Router MAC Address radio button:
• Use Default Address. Use the default MAC address.
• Use Computer MAC Address. The router captures and uses the MAC address
of the computer that you are now using. You must use the one computer that the
ISP allows.
• Use This MAC Address. Enter the MAC address that you want to use.
15. Click the Apply button.
Your settings are saved.
16. Click the Test button to test your Internet connection.
If the NETGEAR website does not display within one minute, see You cannot access
the Internet on page 135.

Re: Router stopped working, simply not turning on. New one setup help!

Gatoryu — Tue, 24 May 2022 12:35:58 GMT

Not sure which settings you want, this is all I can see:)) Btw, I've unticked that VLAN, when you guys said it is not necessary. Nothing changed.

Re: Router stopped working, simply not turning on. New one setup help!

Gatoryu — Tue, 24 May 2022 12:37:12 GMT

Thanks for helping out.

Basically did all this, it is all already on default settings as is recommended, just typed my user and pass. Nothing. Will check that page 135, just have to find where is it, I am assuming this is from the manual online.

Re: Router stopped working, simply not turning on. New one setup help!

Mustrum — Tue, 24 May 2022 12:45:10 GMT

Your pics show you have an IP address and DNS.But you still have the VLAN bit ticked.

Manual is here:

https://www.downloads.netgear.com/files/GDC/RAX10/RAX10_UM_EN.pdf

Re: Router stopped working, simply not turning on. New one setup help!

XRaySpeX — Tue, 24 May 2022 12:48:49 GMT

I think:

Enable VLAN/Bridge Group should be OFF.
There's something wrong with Internet Port > IP Addy. It should not be 10.*.*.* but your dynamic IP addy assigned by EE (e.g. in my case 2.28.*.*). You need to track down where that's coming from.
The crucial pages will be the Internet Setup. That's your WAN settings.

Re: Router stopped working, simply not turning on. New one setup help!

Gatoryu — Tue, 24 May 2022 13:36:16 GMT

So I have managed to solve it.

Since nothing worked, even after resetting network, I called customer service again and asked to repeat my username again. It seems not only one letter was wrong, but also at the end of the username there must be @FS, which previous person didn't knew.

After trying this out, everything works normal. I thought that connecting router on average is not rocket science, if there's no real issues...:)

Thanks everyone for help, really appreciate and thanks for such prompt responses, your the best!

Re: Router stopped working, simply not turning on. New one setup help!

Mustrum — Tue, 24 May 2022 13:44:21 GMT

Glad you got it sorted, happy to have been of some help.

Re: Router stopped working, simply not turning on. New one setup help!

XRaySpeX — Tue, 24 May 2022 13:49:30 GMT

Ah, that figures! You can see all about the form of EE BB Usernames & Pwds n Home Broadband settings.

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.