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#1
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No Broadband, but Wifi Still Works
The broadband light on the Arris NVG510 is blinking red on an Ethernet-connected Win10 desktop computer. Restarting the router didn't help, and it continues blinking red even when the Ethernet cable is disconnected. However, all smartphones on the network have WiFi working and connected to the expected SSID. Why doesn't the broadband issue affect the wireless connections? |
#2
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No Broadband, but Wifi Still Works
On 12/23/2018 8:05 PM, M.L. wrote:
The broadband light on the Arris NVG510 is blinking red on an Ethernet-connected Win10 desktop computer. Restarting the router didn't help, and it continues blinking red even when the Ethernet cable is disconnected. However, all smartphones on the network have WiFi working and connected to the expected SSID. Why doesn't the broadband issue affect the wireless connections? If you meant the indicator on the nvg510 is blinking red, I found this: Gateway status lights - NVG510 Broadband light Flashing Red There is no DSL signal on the line. This is only used when there is no signal, not during times of temporary no tone during the training sequence. Ethernet light Off The gateway power is off, There are no powered devices connected to the Ethernet ports. https://www.att.com/esupport/article...M1050512?gsi=c Can you access the modem logs? (log in and go to the "Diagnostics-Logs" tab) How old is the gateway? |
#3
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No Broadband, but Wifi Still Works
The broadband light on the Arris NVG510 is blinking red on an Ethernet-connected Win10 desktop computer. Restarting the router didn't help, and it continues blinking red even when the Ethernet cable is disconnected. However, all smartphones on the network have WiFi working and connected to the expected SSID. Why doesn't the broadband issue affect the wireless connections? If you meant the indicator on the nvg510 is blinking red, I found this: Gateway status lights - NVG510 Broadband light Flashing Red There is no DSL signal on the line. This is only used when there is no signal, not during times of temporary no tone during the training sequence. Thanks for your reply. Yes, I read that on page 70 of the Arris NVG510 router manual. The fact that there's no DSL signal while the WiFi is still working has me befuddled. Ethernet light Off The gateway power is off, There are no powered devices connected to the Ethernet ports. https://www.att.com/esupport/article...M1050512?gsi=c Can you access the modem logs? (log in and go to the "Diagnostics-Logs" tab) I was actually helping a non tech-savvy user over the phone, so I don't have that info and there's no chance the user can follow directions to get that info. How old is the gateway? They've had their router for about 3 years but they bought it used. However, AT&T is coming over on Christmas to troubleshoot so I'm not concerned about fixing anything anymore. Out of curiosity I'm concerned as to why their WiFi is working while the Broadband light is flashing red. |
#4
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No Broadband, but Wifi Still Works
M.L. wrote:
The broadband light on the Arris NVG510 is blinking red on an Ethernet-connected Win10 desktop computer. Restarting the router didn't help, and it continues blinking red even when the Ethernet cable is disconnected. However, all smartphones on the network have WiFi working and connected to the expected SSID. Why doesn't the broadband issue affect the wireless connections? If you meant the indicator on the nvg510 is blinking red, I found this: Gateway status lights - NVG510 Broadband light Flashing Red There is no DSL signal on the line. This is only used when there is no signal, not during times of temporary no tone during the training sequence. Thanks for your reply. Yes, I read that on page 70 of the Arris NVG510 router manual. The fact that there's no DSL signal while the WiFi is still working has me befuddled. Ethernet light Off The gateway power is off, There are no powered devices connected to the Ethernet ports. https://www.att.com/esupport/article...M1050512?gsi=c Can you access the modem logs? (log in and go to the "Diagnostics-Logs" tab) I was actually helping a non tech-savvy user over the phone, so I don't have that info and there's no chance the user can follow directions to get that info. How old is the gateway? They've had their router for about 3 years but they bought it used. However, AT&T is coming over on Christmas to troubleshoot so I'm not concerned about fixing anything anymore. Out of curiosity I'm concerned as to why their WiFi is working while the Broadband light is flashing red. Wi-fi "working" could mean lots of different things. For example, maybe the phones can connect via wi-fi to the modem but the users haven't yet tested that they can actually get an Internet connection (by using a web browser). Unless they also disable their cellular data connection, they won't know if the Internet traffic they generate is over the wi-fi connection to the modem or through a cellular data connection. |
#5
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No Broadband, but Wifi Still Works
Wi-fi "working" could mean lots of different things. For example, maybe the phones can connect via wi-fi to the modem but the users haven't yet tested that they can actually get an Internet connection (by using a web browser). One user absent-mindedly logged into her office remotely and was connected. That's how they found out they had wireless Internet. That's her work phone and it doesn't have cellular service. Unless they also disable their cellular data connection, they won't know if the Internet traffic they generate is over the wi-fi connection to the modem or through a cellular data connection. One of my troubleshooting tips was to confirm the expected SSID of the wireless connection. |
#6
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No Broadband, but Wifi Still Works
M.L. wrote:
Wi-fi "working" could mean lots of different things. For example, maybe the phones can connect via wi-fi to the modem but the users haven't yet tested that they can actually get an Internet connection (by using a web browser). One user absent-mindedly logged into her office remotely and was connected. That's how they found out they had wireless Internet. That's her work phone and it doesn't have cellular service. VOIP service is separate from Internet service. That's why when you call to report an outage they ask if the other service still works (to know the physical connections and cabling are still okay). Unclear if the work phone is a landline phone or a cell phone but with no cellular service (no voice or data service plan). If a landline (using VOIP service), I don't see how this user "logged into" her office (which presumably means using HTTP[S] to connect to a server at work, not to a phone number there). Unless they also disable their cellular data connection, they won't know if the Internet traffic they generate is over the wi-fi connection to the modem or through a cellular data connection. One of my troubleshooting tips was to confirm the expected SSID of the wireless connection. While you could dig into the modem's configuration to see, for example, if the wifi connection was subnetted away from the Internet access (it's very possible to use subnets within the intranet that grant no WAN-side access, and the same for the Ethernet wired ports), it would probably be much easier to reset the modem to its defaults. On my modem, a quick press does a simple reset but a 15-second continued press resets it back to factory defaults and that requires me to call in to get the ISP to reprovision the modem according to my service tiers with them. I found an online copy of the user manual for the Arris NVG510 at: https://www.manualslib.com/products/...0-3539646.html Page 67 mentions the soft resets: those you do using the web server internal to the modem. You said your customer is incapable of figuring out how to use the modem's configuration screens. That page mentions the reset will lose the "programming" (that I call provisioning) for the modem (as to what the ISP will allow for services on their end with that modem). It mentions you may have to reprogram the modem, and that will have you calling the ISP to do that (unless they provide a web page where the customer can initiate a reprovisioning of that modem listed in the customer's account). For the modems that I've had, there's been a pinhole opening on the backpanel through which you can insert a paper clip to push a physical reset button (instead of using the modem's web server to reconfig). That's where I got in trouble with the 15-second push that got the modem so reset that it had to get reprovisioned by the ISP. Later when I talked with them, they said for a normal reset to just momentarily push the physical reset button. I found page 15 of the online manual shows the backpanel of this modem, and there is a physical reset button. Page 75 discusses this button. From its description, a less than 10-second push just reboots the modem. A longer press resets the modem to factory defaults (and that could mean not having the same SSIDs as before which means having to reprogram the wifi connects in the phones or other wifi devices that use the modem). You mentioned the customer did a restart. The might've been just a reboot which would not reset the settings in the modem. Make sure the customer knows what number to call their ISP after doing a longer button push that resets to factory defaults as they may have to get the modem provisioned again. |
#7
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No Broadband, but Wifi Still Works
VanguardLH wrote:
M.L. wrote: VOIP service is separate from Internet service. That's why when you call to report an outage they ask if the other service still works (to know the physical connections and cabling are still okay). This is how an all-in-one box does it. Wifi / ADSL ----- PPPOE decap ----- VOIP extracted ------- rest of routing ---- switch here due to amt for computer room / | | \ of ports and port ranges needed / \ That's an all-in-one modem/router/voip with two RJ11 on it. If the ADSL is not running, *everything* dies. The serially connected bits can knock out things downstream of them. For example, my very first router, which cost $300 and was a piece of crap, it actually died where the left hand connection on the switch chip comes in. The box was partitioned internally, by a failure. But that was a permanent failure, rather than a temporary one. Paul |
#8
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No Broadband, but Wifi Still Works
Paul wrote:
VanguardLH wrote: M.L. wrote: VOIP service is separate from Internet service. That's why when you call to report an outage they ask if the other service still works (to know the physical connections and cabling are still okay). This is how an all-in-one box does it. Wifi / ADSL ----- PPPOE decap ----- VOIP extracted ------- rest of routing ---- switch here due to amt for computer room / | | \ of ports and port ranges needed / \ That's an all-in-one modem/router/voip with two RJ11 on it. If the ADSL is not running, *everything* dies. The serially connected bits can knock out things downstream of them. For example, my very first router, which cost $300 and was a piece of crap, it actually died where the left hand connection on the switch chip comes in. The box was partitioned internally, by a failure. But that was a permanent failure, rather than a temporary one. Paul According to your diagram, the wifi comes into the router past the switch (for the wired Ethernet ports). Maybe the switch went bad. Maybe the router got misconfigured, so the Ethernet ports got disabled. Maybe someone setup MAC authentication but what was allowed before are not the MACs for the current wired hosts. That's why I figured a factory reset (and re-provision) might be needed, not just the reboot already tried for the modem. Looks like the NVG510 was End-Of-Lifed back in mid-2015.. If the OP is leasing the modem, he should contact his ISP to get it replaced. https://www.networkworld.com/article...very-good.html |
#9
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No Broadband, but Wifi Still Works
On 12/23/2018 11:05 PM, M.L. wrote:
The broadband light on the Arris NVG510 is blinking red on an Ethernet-connected Win10 desktop computer. Restarting the router didn't help, and it continues blinking red even when the Ethernet cable is disconnected. However, all smartphones on the network have WiFi working and connected to the expected SSID. Why doesn't the broadband issue affect the wireless connections? You seem to be certain that the red light means that communication are absolutely and totally lost but what happens is it merely means that the connection is intermittent or sub-optimal? What if the "red light flashy circuit" is reacting badly? Manuals don't always say what they mean -- sometimes the manual writer really has no clue of what is actually going on beyond some vague notions and notes from the designers (and designers don't always pay much attention to correcting the drafts of the manuals even if they are actually included in the loop). If you are sure that you have connection and can perform tests to prove it then you _have_ connection no matter what the light is telling you. Think of it as a defective "check engine" light -- put some black tape over it. When the communications are truly lost then you will have _no_ question about it and you can gaze at the LED then. That said, I'd certainly be badgering my ISP for an immediate (free) replacement of the old one and the flashing LED is as good an excuse as any. |
#10
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No Broadband, but Wifi Still Works
John McGaw wrote:
On 12/23/2018 11:05 PM, M.L. wrote: The broadband light on the Arris NVG510 is blinking red on an Ethernet-connected Win10 desktop computer. Restarting the router didn't help, and it continues blinking red even when the Ethernet cable is disconnected. However, all smartphones on the network have WiFi working and connected to the expected SSID. Why doesn't the broadband issue affect the wireless connections? You seem to be certain that the red light means that communication are absolutely and totally lost but what happens is it merely means that the connection is intermittent or sub-optimal? What if the "red light flashy circuit" is reacting badly? Manuals don't always say what they mean -- sometimes the manual writer really has no clue of what is actually going on beyond some vague notions and notes from the designers (and designers don't always pay much attention to correcting the drafts of the manuals even if they are actually included in the loop). If you are sure that you have connection and can perform tests to prove it then you _have_ connection no matter what the light is telling you. Think of it as a defective "check engine" light -- put some black tape over it. When the communications are truly lost then you will have _no_ question about it and you can gaze at the LED then. That said, I'd certainly be badgering my ISP for an immediate (free) replacement of the old one and the flashing LED is as good an excuse as any. I had originally understood the OP as saying there was Internet connectivity via wi-fi to the modem but not when using Ethernet (wired) to the modem. However, all the OP actually said is there is Internet connectivity via wi-fi but never mentioned if there is Internet connectivity via wired. Regardless of the LEDs on the modem: - OP said wi-fi gets to Internet okay. - No mention of whether or not wired Ethernet gets to the Internet. - Flashing red LED doesn't match wi-fi connectivity to Internet. From reading articles about that modem, it has a history of poor reliability. Some users noted the modem would lose the Internet connection and have to renegotiate several times per day. With DSL, as I recall, there is a keep-alive ping that can be adjusted. If a reset (not a reboot) doesn't work and if the modem is leased, exchange it. |
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