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New Replacement DIR868L plugin to Nucleus Modem can't go to internet

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Valued Contributor

New Replacement DIR868L plugin to Nucleus Modem can't go to internet

Dear Starhub,

 

Engineered came down to my place and told me it's my router that's causing the issue. 

 

So I went and get a brand new DIR868L router and plug direct to my Nucleus modem but it just cant get to internet.

 

Tried post 3 and port 4 no internet connection (maybe it's disabled?). 

 

Plug back the original router can go internet, switch to new router cannot go internet again.

 

Any idea if this need to be configured by Starhub?

 

Thanks.

 

Regards,

Jenson

5 REPLIES 5
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Grand Guru

Re: New Replacement DIR868L plugin to Nucleus Modem can't go to internet

Hi,

 

ONT Port-1 is for internet only, while port-2 for IPTV if subscribed and ports 3 & 4 are null.

 

 

First, do check and update the DLink 868L firmware to 1.09SHC

 

Link; > DLink DIR-868L Firmware

If you are unsure how to update, do contact DLink hotline 6501 4200 for assistance.

 

What to look out for after firmware update.

After having done firmware update, do factory reset the router.

That is by using a pin to press+hold the reset hole, located at the bottom for 10 seconds or power indicator light turn amber.

Then power off the router.

To change the router setting, the password will be the same as the white label on the router itself.

 

Normally for brand new router there should not be any problem.

Unless if the router is not new, it is best to do factory reset if you did not do firmware update.

 

Should you encountered the same issue as unable to surf internet.

Do contact 1633 directly to Tech support line, not cs.

Inform the staff of your connection problem and they will be able to see your problem at their backend.

They could refresh your IP, meaning auto assign another IP.

 

The cause is most problem there are multi IP address.

Most routers do retain previous IP and hence this may interfer with the connection.

There is alternate method beside calling tech support.

 

To change the IP Address.

Power off ONT & Router and remove the power supply/adapters from power source.

Wait at least 30 seconds connect the ONT power supply and power on.

Wait at least 60 seconds then connect the Router and power on.

Wait for 120 seconds before doing any internet surf.

Note that if one time do not work, you may have to repeat this process.

Usually it would work, as the Tech support staff will also guide you in this similar method.

 

 

 

 

i am not starhub staff.

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Valued Contributor

Re: New Replacement DIR868L plugin to Nucleus Modem can't go to internet

Dear Eric,

 

Thanks for the response, I did all these but failed, and I tried switching back to original router it just work. 

 

The new router is brand new and sealed. So i call up Starhub for technical support, after waiting for more than 10 to 15 minutes, then I was told to repeat what you have shared, and it just magically work. 

 

They don't tell me whether they need to configure the Nucleus Connect from their side, after several attemps to clarify with them. I raised the quesiton, that this seems not to be from my side, as once I switched baxk the original router, it works, no matter how I on/off and rest the router, and upgrade the firmware, it just doesn't work.

 

Only after they told me to off both devices, and then i turn on the devices accordingly after that, it just magically work. 

 

I've been testing with only Port 1, as I know Port 2 won't work for internet (tested), and Port 3 and 4 is not functioning. 

 

Thanks.

 

Regards,

Jenson

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Community Relationship Manager

Re: New Replacement DIR868L plugin to Nucleus Modem can't go to internet

Hi Jenson, I'll get someone from technical team to look into this. Can you drop me a private message with your full name, contact number, NRIC and email address? Thank you 

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Grand Guru

Re: New Replacement DIR868L plugin to Nucleus Modem can't go to internet

Hi  Jenson,

 

They just refresh your connection at their end.

 

Encountered this before and they asked me to off both devices.

Then they proceed to refresh.

 

If you want too change your IP then contact them and request to refresh your connection.

 

 

Regards, 

Eric.

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Valued Contributor

Re: New Replacement DIR868L plugin to Nucleus Modem can't go to internet

Dear Eric,

 

Thanks for the clarification. Now I understood what they did from the backend. 

 

The new router works after they did something at the backend. However, they just told me that I didn't do it properly, that's why it's working now. Quite puzzled by their confusing replies, haha...

 

Thanks.

 

Regards,

Jenson