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user_f397f6
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Monday, December 9th, 2024 12:01 AM

MT7711 no internet and a fix

I have a 1 month old MT7711. This internet crapped out this morning. I waited a few minutes and internet did not come back.  I restart it.  Internet did not come back. Voice was fine. I logged into to check status.  As I'm poking around on the Status page Connection tab, I see there is no IP address and no DNS servers. 

I spend 2 hours in chat with agents. I mention no IP, no DNS. They suggested fixes for windows problems with DNS and DHCP.  I explain it is the router with no DNS, and that windows fixes won't help.  They were not helpful.

At the top of the Status|Connection page is "eRouter provisioning mode", and it is set to eRoute_DualMode. Since I expected an IPv4 address and DNS, I figured maybe the eRoute_IPv4only could be a usable option.  I set it, restart, and bingo!, internet was back. I'm happy that it's working, but I'm curious:
Should eRoute_DualMode be a working option?

If not, then eRoute_IPv4only must have been the original setting. What made the modem change settings? 

eRoute_IPv4only is a working setting, but is it the correct setting?

When internet came back, IP address and DNS addresses were populated.  I plan to ask Motorola support about the problem

Modem:

MT7711

Cable Specification Version DOCSIS 3.0  
Hardware Version V1.0  

Software Version 7711-5.7.1.43

Question

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Updated 

5 months ago

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CCSheila

Retired Employee

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1.1K Messages

5 months ago

 

user_f397f6 Hi there! Are you stil in need of assistance? 

 

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user_f397f6

Visitor

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2 Messages

Can you answer questions the XT7711 modem?

  1. Should eRoute_DualMode be a working option?
  2. If not, then eRoute_IPv4only must have been the original setting. What made the modem change settings? 
  3. eRoute_IPv4only is a working setting, but is it the correct setting?

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5 months ago

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XfinityAmandaB

Official Employee

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2.2K Messages

 

user_f397f6 Those are great questions, since the XT7711 modem is a 3rd party modem we would not have access to all the default settings. We would be happy to help check your connection and run some tests for you on this end if you are still running into connection issues.  

 If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
 

 

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5 months ago

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