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Richard
Richard, Network Specialist
Category: Networking
Satisfied Customers: 31118
Experience:  20 years consulting in the IT industry with Networking
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Cannot connect to the Internet wirelessly with netgear n600

Customer Question

Cannot connect to the Internet wirelessly with netgear n600 router
Submitted: 1 year ago.
Category: Networking
Expert:  Kamil Anwar replied 1 year ago.

Are you able to see the names of the networks? (the SSID of netgear n600) ?

Customer: replied 1 year ago.
I've entered the SSID which is NETGEAR87 and the network key which is STRONGRABBIT310
Expert:  Kamil Anwar replied 1 year ago.

Then what does it says?

Customer: replied 1 year ago.
Initially I got access to the netgear genie site on my Mac and it asked for a login and password. I entered admin and password ***** instructed but nothing happened.
Expert:  Kamil Anwar replied 1 year ago.

Are you able to connect the system in question via Ethernet so i can connect with you to troubleshoot the issue directly? Thanks

Customer: replied 1 year ago.
My mac and phone line are in completely different rooms so can only connect wirelessly
Expert:  Kamil Anwar replied 1 year ago.

How are you currently connected then to which router?

Customer: replied 1 year ago.
I'm contacting you via my iPhone which can work without wifi
Customer: replied 1 year ago.
My old router still works but is not strong enough for all devices connected. I thought I'd just have to plug in the new one to replace it so not sure what the issue is
Expert:  Kamil Anwar replied 1 year ago.

Please see the link below and reset the router to factory defaults. Then try connecting using the default password.:
http://kb.netgear.com/app/answers/detail/a_id/9665/~/restoring-a-netgear-home-router-to-the-factory-default-settings

Expert:  Kamil Anwar replied 1 year ago.

Make sure the router is in close range to the system. The wifi icon on the system will show the signal strength; should have 3 bars.

Customer: replied 1 year ago.
Done that. All green lights on the router except the Internet, USB and LAN lights. My mac is asking if I want netgear genie to configure the Internet connection or should I configure it myself?
Expert:  Kamil Anwar replied 1 year ago.

Is this netgear connected to your DSL or is it connected to cable modem?

Customer: replied 1 year ago.
DSL
Expert:  Kamil Anwar replied 1 year ago.

And you have it connected to the Ethernet port on the DSL?

Expert:  Kamil Anwar replied 1 year ago.

WAN from netgear to ethernet on DSL?

Customer: replied 1 year ago.
It's connected to the ADSL port, the same as with my old router
Expert:  Kamil Anwar replied 1 year ago.

Can you disconnect old router (and connect netgear to the same port) and do the genie process on your MAC?

Customer: replied 1 year ago.
Old router is already disconnected, new router connected. Should I do the automatic genie process on my mac rather than the manual option?
Expert:  Kamil Anwar replied 1 year ago.

Yes.

Customer: replied 1 year ago.
It states on the screen: PPPoA Detected. It's asking for login and password
Expert:  Kamil Anwar replied 1 year ago.

You need to get this from your ISP. Can you call them; they may also provide some additional settings.

Customer: replied 1 year ago.
I don't enter the login and password ***** the router?
Expert:  Kamil Anwar replied 1 year ago.

You have to enter it but you need to get the login and password ***** PPPoA from ISP

Customer: replied 1 year ago.
Ok, I'll give them a call
Expert:  Kamil Anwar replied 1 year ago.

Let me know how it goes.

Customer: replied 1 year ago.
Will do. Are you staying on the line?
Expert:  Kamil Anwar replied 1 year ago.

Yes.

Customer: replied 1 year ago.
They said they can't provide me with a login and password ***** the router was not supplied by them
Expert:  Kamil Anwar replied 1 year ago.

They can't support the router but they do need to tell you your username and password ***** the DSL. That is yours; i have always been able to get it over the phone. Did you get connected to someone in the UK or to their call center outside the UK (india or somewhere)?

Customer: replied 1 year ago.
It was a UK call but I was on hold for 20 mins so don't fancy ringing again
Expert:  Kamil Anwar replied 1 year ago.

Who is the ISP?

Customer: replied 1 year ago.
Sky
Expert:  Kamil Anwar replied 1 year ago.

Let me check with them.

Expert:  Kamil Anwar replied 1 year ago.

Can you type me the model number of the old sky router?

Customer: replied 1 year ago.
Ok, thanks
Expert:  Kamil Anwar replied 1 year ago.

Can you type me the model number of the old sky router??

Customer: replied 1 year ago.
Several numbers on the back - is it the serial number?
Expert:  Kamil Anwar replied 1 year ago.

It will be the model number. DG or F@

Customer: replied 1 year ago.
There's no model number. Mac number is ***** and Serial number is *****
Expert:  Kamil Anwar replied 1 year ago.

What is the manufacturer name on it Sagem or Netgear?

Customer: replied 1 year ago.
It's called D-Link
Expert:  Kamil Anwar replied 1 year ago.

I tried looking for a way to get the dsl username and password; but couldnt find one for D-Link. I've run out of ideas; but the only possibility i can think of is to get sky to provide you the username and password ***** the DSL only then it would connect. I will opt out and open the question to other experts ( who may have different ideas then me ). Once an expert responds; you will be notified by e-mail.

Expert:  Richard replied 1 year ago.

Hi there,

The username and password ***** have to get from Sky, we cannot get it from the old Dlink as it masks the password.

But, usually it is also on the documentation that was sent to your from Sky when you opened the account, do you still have this? Please let me know.

Customer: replied 1 year ago.
I don't have this info & Sky are reluctant to provide it so what do you suggest?
Expert:  Richard replied 1 year ago.

well you cannot get past this point without it, so either you need to demand they give it to you or you would have to change providers, not being a pain but these are your only two options.

Just tell Sky your computer is all of a sudden asking for it.