Can't get internet

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6 comments

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    Frank Chu

    I just came home to the same problem. A factory reset does nothing.  The Portal just boots up with my old network information.  My wifi devices can connect to it but it does nothing else.  I also just opened a support ticket.  Luckily, I still had my old router that I can still use.

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    John

    What is your Portal firmware version? Mine seems to be working, and the light is green, on firmware version Portal-1.4.171_api-1.2.157.

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    Mark Mai

    Happened to me too.  Nothing worked.  I've only had it for about a month.  Thank god I still had my old router.

  • Avatar
    Mark Mai

    Just to follow-up, I finally was able to get the Portal working again.  Realizing that the Portal still worked after connecting it to my old router (with a green light), I powered down the cable modem, kept the Portal on with the red light, connected the ethernet cord between the modem and router and then powered the modem back up.  It finally started working again.  Not thrilled with the support and keeping my old router nearby.

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    Doug H.

    My Portal came with 5 step instructions in the box.  Steps 1 and 2 were to power off cable modem, connect portal, then power on both (it also says wait 30 seconds which I doubt is required).

    This has always been a required step for any new equipment (router) with most cable companies.  The modem will refuse internet to any MAC address other than the first one it sees after each power up.

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    Bob Koure

    Doug is right, although usually it's more a matter of the modem not running a DHCP server for more than a single request-response post boot rather an active second-MAC denial.

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