U

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Saturday, October 16th, 2021 3:07 AM

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Modem and Router issues.

Thanks for taking a look.  I am not renting my modem from Comcast/xfinity.

I got my own modem, then an external wireless router.

Here is where I run into a severe problem.

I am 59 years old.

 I think, and speak, in complete sentences and entire paragraphs.

I try to use grammar correctly.

I don't use cell phone text haiku.

I don't type with my thumbs.

I don't say "like" and "you know" every fourth word when speaking.

I have an attention span longer than ten seconds.

As a result,  when I try to describe my computer problems, everyone complains that it is "too long to read".

Well, if you're that busy, what are you even doing here on this forum?

This is long. Get over it.  The reason it is long is, it will take less time for you to absorb all the facts

here than it would be for us to go back and forth with dozens of questions and answers for three days.

Yes, I've already tried getting help from the manufacturers of the modem and the router, and no, they have not, and likely will not, reply, since these are not under warranty.  And yes, I have tried Search Engine and Tech Forum solutions.  Nothing is working, and some of the advise is so abstruse it's useless to me. 

Windows 10 Home, version 19042.1288

Amazon page where I bought computer says:

CyberpowerPC Gamer Xtreme VR Gaming PC, Intel Core i5-9400F 2.9GHz, NVIDIA GeForce GTX 1660 6GB, 8GB DDR4, 240GB SSD, 1TB HDD, WiFi Ready & Win 10 Home (GXiVR8060A8, Black)

Amazon page where I bought the modem says:

ARRIS SURFboard SBG10 DOCSIS 3.0 Cable Modem & AC1600 Dual Band Wi-Fi Router, Approved for Cox, Spectrum, Xfinity & others (black)

Wireless router is Netgear model R6400v2, no memory of where or when purchased.

Absolutely no access to another computer

 

Absolutely no access to any functioning cell phone

when originally purchased, I believed the computer had a wifi router built in. 

It certainly has antennas sticking out of the back of it. 

 

  However, even after literally days of struggling with tech support, I never got that to work. 

It is very important for you to understand that this aspect has NOTHING to do with the current external router, which has worked in the past. 

 

Getting Errors "Wifi does not have vailid  IP configuration" and "Ethernet does not have valid configuration"

 

The official Windows forum showed a "solution" that called for many steps, one of which led to having to go into Windows Settings and click the Network Reset Button......that button does not exist on my computer, as screen shot number 13 shows.

 

Conditions that led to this situation:

 

1. I have never wanted or needed wireless internet, just used a coax cable connected to a modem;

2. A pro-wireless friend gave me a gift of an Echo Dot, which wouldn't work unless I had a wireless router.  At great expense and reluctance, got a Netgear model R6400v2.

3. Alexa did work, but not reliably or in ways I wanted it to. Alexa pretty much reluctant to obey, and very eager to sell me things.  Not what I want in my home.

Adittionally, internet speed of the Netgear was disgusting, something like 13MBPS, when the modem was 115MBPS.   . Deep anger at lost time and money. Disconnected the Echo and the Netgear.

4. Many weeks later, cell phone stopped working, could not make outgoing calls, and tech support insisted to get it functioning again, I had to have a wireless connection.
 Reinstalled Netgear, but cannot get phone to connect to it. Tried using hotspots in four areas outside my home, can't launch phone. Gave up.

5. Came home, have installed Netgear exactly as before, installed Echo device exactly as before.  I was surprised to discover that I could make outgoing calls using only the Echo, without the phone, no idea at all how that works.

6.  Unwilling to live with the sickening slow Netgear internet speed, took it off, took Echo off.

7. weeks later, needing very badly to make an outgoing call, connected echo and netgear again, exactly as before.....and suddenly the Netgear won't connect me to the internet.  Cables, connections are all identical to as before. Router is less than two feet from the computer.

8. This launched the process you see shown in the screen shots, trying to solve this, steps I have already taken. As of this posting I have rebooted computer, modem, echo and router at least 25 times.  The shots are numbered as best I could in the order I took the steps.  The screen shots can be seen on the site Bleeping Computer under the title "Cannot Put Up My Topic"

 

Update:

 

Hooked up to the internet exclusively with modem only, no router:

 

Went back to the Netgear manual, shown here:

 

https://www.downloads.netgear.com/files/GDC/R6400v2/R6400v2_UM_EN.pdf

 

Note on page 13 it shows a very specific illustration showing correct cable hookup. That configuration has worked fine in the past, no longer working.

 

Next, I go to the Troubleshooting section of the manual, which leads to the Netgear website.

 

On this page, I click on Guided Assistance:    https://kb.netgear.com/27199/I-can-t-access-my-router-what-do-I-do

 

This is a series of yes/no questions.  The first question is "Are you able to access the internet or other websites?"

 

Now, maybe it will be helpful to explain my way of thinking. To me, this question only confuses and enrages me.  First of all, how could I be reading a web page if I did NOT have access to the internet, since that is where this question appears, on the internet.  Next, did the question REALLY mean, will the ROUTER access the internet, and if so, why didn't they phrase it that way. 

 

So right there, with question number one, I am stuck. Is there something inherently wrong with me, or is this "help" thing totally broken?

 

I choose "no".

 

This produces:

 

"Ensure that you have internet access. Try visiting other websites to see if they are accessible. 

If you do not have internet access, you will need to set up your router.

Refer to the link:

How to install a NETGEAR router

Are you able to access other websites? "

Well, I've hooked up, rebooted and tried dozens of "fixes" for the router and each time I tried more than one website, so the answer to this would be "no".  My concern is with this troubleshooter.   It's confusing.   Which do I choose?  I don't have internet access WITH THE ROUTER, but I do have internet WITH THE MODEM.   So, do I follow the link "how to install router" or do I click "no" in answer to "are you able to access other websites?"

 

I suppose I have to try both, and if one fails, I will have to restart this entire process. Below you will read me referring to this point as "the branch".

 

To be clear:  a coax cable runs to my modem, then  an ethernet cable is connected to the modem, then to the computer, and everything works fine.

If I follow the cable setup shown in the netgear manual, run ethernet from modem to router, then connect router to computer with another cable, that does not work, I cant' get online.  That setup used to work and I have no clue what has gone wrong.

 

So, first, following link "how to install router":

 

This begins with an illustration of cable hookups that does NOT match the illustration in the manual, using nighthawk.  The cable to computer hookup is missing from this illustration.   The page then goes on to tell you to install the Nighthawk app.  Since I have no access to a working cell phone, I go here:

 

Note: If your product is not supported or if you prefer to install your router using a computer, see the following knowledge base topic: How do I set up my NETGEAR router using the router web interface?.

 

This leads here:

 

https://kb.netgear.com/22697/How-do-I-install-my-NETGEAR-router-using-the-router-web-interface

 

To install your NETGEAR router using the router web interface:

  1. Using an Ethernet cable, connect your modem to the yellow Internet port on the back of your NETGEAR router.
  2. Connect your computer to one of the Ethernet ports on your router.
  3. Press the Power button on the router.
    The LEDs on the router light.
  4. Open a web browser and enter routerlogin.net.
    You are prompted to log in.
    Note: If you experience any Internet connection issues, try power-cycling your network. For more information, see How do I power cycle my home network?.
  5. Log in to the router.
    The default user name is admin. The default password is password.
    The user name and password are case-sensitive.
  6. Click ADVANCED > Setup Wizard.
  7. Select the Yes radio button and click Next.
    The router detects your Internet connection.
    You are prompted to log in.
  8. Enter and confirm a new admin password.
  9. Select and answer two security questions.
  10. Click Next.
    The Congratulations! page displays.
  11. (Optional) Click Print this to print your network settings.
  12. Click Next.
    The Firmware Update Assistant page displays.
  13. If a firmware update is not available, click OK.
    Your router is set up.
  14. If a firmware update is available, click Yes to update your firmware.
    The firmware updates.
    The router reboots.
    You are prompted to log in.
  15. Enter admin and the new password you created earlier.
    The BASIC page displays.
    Your router is set up.

Gonna have to pause and resume this later, as following these steps is going to disconnect me from the net.

 

 

Resuming now:   At step 4, it isn't possible to connect Chrome or Firefox.  I've followed the Power Cycle instructions to the letter, at least two dozen times, and nothing will get the router to regain access.

 

 

so, reopening the troubleshooter, at the branch I mentioned above, I now choose "no", and this leads to "you will need to contact Netgear support" , leading me Here:  https://www.netgear.com/support/contact.aspx

 

This asks me to enter my serial number, which I do, very accurately.  The "Next" button remains disabled even though I enter the serial accurately.   I even tried changing the two Zeros with the letter "O", did nothing.

 

So, now I am dead in the water.....about three full days of work, just to get Alexa to function, because I desperately need to make an outgoing phone call, and my cell phone isn't working.

It is an Obamaphone, and I can't replace it, I MUST retrieve the contacts list from it.

If you want to look at what is wrong with the cell phone, I can post chat transcripts of the "tech support" fails.

 

 A person on one site suggested some things, but I completely have ZERO clue how to do the things he said to do:

Your ISP modem has a built in router and wifi. This would be a double NAT condition which isn't recommended for use with a external router like the R6400. 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 NG 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 NG router gets from the modem.
3. Or disable all wifi radios on the modem and connect the NG router to the modem, LAN to LAN configure AP mode on the NG router.
https://kb.netgear.com/24104/How-do-I-change-my-Nighthawk-router-to-AP-mode-after-I-ve-already-run-s...
https://kb.netgear.com/26765/Disabled-Features-on-the-Router-when-set-to-AP-Mode

 

Contributor

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15 Messages

4 years ago

The ARRIS SURFboard SBG10 you purchased from Amazon has Cable Modem, Router and WiFi capabilities. You do not need the NetGear Router.

I would suggest you perform the followings:

1. Power off everything

2. Remove the NetGear R6400v2 router, put it away

3. Ensure coax cable from Xfinity/wall is connected to the SBG10 cable connector

4. Ensure your CyberpowerPC is connected via ethernet cable to Port 1 of the SBG10

I assume you never configure the SBG10 for WiFi. So that we start from the same page, please reset your SBG10 configuration back to the factory default settings:

1. Power on the SBG10 and wait 15-30 seconds

2. Insert the end of a paper clip or other small object with a narrow tip into the Reset opening on the back of your SBG10.
3. Press and hold the Reset button for 10 seconds.
4. Remove the paper clip or small object from the Reset opening.

Once the SBG10 is reset, wait a minute or two for it to boot up completely, then

1. Power on your CyberpowerPC ("PC" hereon)

2. Once on Desktop, open your web browser to verify internet access (e.g. www.google.com, www.xfinity.com).

3. Download the SBG10 User Guide (https://arris.secure.force.com/consumers/ConsumerProductDetail?p=a0h0c00000P1gQNAAZ&c=SURFboard%20Gateways#panel3)

Setup your SBG10 - Refer to CH5 of the User Guide

1. Type the default LAN IP address, 192.168.100.1, in the Address bar and then press Enter to log in and open the SBG10 Web Manager. The SBG10 Login screen should be displayed.

2. Follow direction on screen, login using default credential

   User Name:   admin

   Password:     password

   *** Recommend you change the admin password right away

3. Register your product if you have not or skip

Setup WiFi - Refer to CH6

1. Click the Basic Setup main menu tab on the SBG10 Web Manager menu bar to open the System Basic Setup screen.

2. Click QUICK START WIZARD from the Basic Setup submenu options list to start the SBG10 Quick Start Wizard and The Welcome screen displays.

3. Click Next to open the Wi‐Fi Network Name & Passphrase screen

4. Keep the ARRIS-xxxx (2.4GHz) and ARRIS-xxxx-5G (5GHz) names

5. Click Next to open the Wi‐Fi Security Configuration screen

6. For now, keep everything default and write down the WPA2-PSK Passphrase ("WiFi password")

7. Click Apply

Your WiFi is now setup and ready for use

On your cell phone:

1. Open WiFi settings

2. Find ARRIS-xxxx (2.4GHz) OR ARRIS-xxxx-5G (5GHz) network

3. Enter the Passphrase as password

4. Check cell phone internet connectivity (should work)

*** Not sure if "obamaphone" has WiFi Calling capability. Otherwise, all calls are via cellular network, which is unrelated to your internet connection. In that case, if your phone does not work (calling), you will need to check with its carrier for any outages/coverage issues in your area.

For you Echo Dot:

On your PC, search Amazon on steps to "Reset Your Echo Dot" (depends on generation)

   For 3rd and 4th Gen:

  1. Press and hold the Action button for 25 seconds. The light ring will pulse orange, then turn off.
  2. Wait for the light ring to turn back on and turn blue. The light ring then turns orange again and the device enters the set up mode.
  3. Re-setup the Echo Dot to connect to one of the ARRIS WiFi network

After everything is working, you may want to reconfigure your WiFi networks and their passwords. However, you will have to reconnect all WiFi devices to the new network.

Good Luck.

(edited)

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