Hi There. I am Bing and I look forward to helping you with your issue today.
Are you able to access the router from LAN side via web?
What type of broadband connection do you have? ADSL2, Cable, or Fiber, or something else?
OK, that means you have an external DSL modem in the middle, sitting between your router and the socket on the wall. Is it correct?
I guess you know where to input PPPoE username and password ***** DSL authentication. Once the credential inputted, what error message do you see? If you can't see anything directly on the configuration page, try go to the router's system log for details.
> Will I lose you when I disconnect the ethernet cable to go into the router to check the log?
Why do you need to disconnect Ethernet cable? The system log can be seen via web console if you are already connected to the router via web.
> how to get into the system via web console.
? If you can input PPPoE username and password, you are already in the router's web console.
OK, please do the following test first. If this test can't be passed, I would recommend a remote assistance for a quick fix.
Your DSL modem should have an Ethernet port, use an Ethernet cable directly connect the modem's LAN port and your computer, make sure your computer is DHCP enable so it can obtain an IP from the modem.
Once connected, check your computer's IP, say if it is 192.168.1.100, then your modem's IP should be 192.168.1.1, type this later into the computer browser's address bar, let me know if your can see modem's configuration page. Please also check if you can visit the internet directly.
Basically I am asking you test the modem separately to make sure it is working as expected. This will help us determine what to do on your router.
> Incidentally, I have no problem connecting to the internet using any of the laptops via the adsl modem.
That's what I guess!
Your modem is already connected to the Internet, so the router behind the modem no need to set up PPPoE connection (no PPPoE username and password ***** required). You simply change your router's WAN interface to DHCP then you should be able to connect!
Please try it now.
Can you please post a screenshot telling the error message and which section of configuration it is? Thanks.
Yes, that's right place. If the problem persists, you may simply power off the router, wait for 30 seconds and power it on again and check if the settings have been applied.
Yes, now use an Ethernet cable to connect the modem's LAN port to the router's WAN port, then connect a computer to router's LAN port or via wireless, see if you can access the Internet now?
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Strange, what I replied seems gone. I was retyping it.
Now you need to access the routers' web console and check its WAN IP address (it should be an internal IP as the router is behind the modem (actually it is working as modem plus router now).
Got the WAN IP address? It should be at the Status > Device Info page.
See the screenshot below.
If you click the RENEW button, nothing happens?
Do you mean you have tried their account recovery page, and the support request?
If so, as the last resort, you need ask their customer service team to step in.
Looks not that good. :(
Is it a brand new router? Anyway, I would recommend you to reset router and give it one more try. Once reset, nothing to change for the router settings, just connect the modem to its WAN port and try accessing the Internet from any of the router's LAN ports.
> It was working fine until a couple weeks ago
What's the problem a couple weeks ago?
Yes, the default settings should be connected as the modem has done everything a router does.
IF, I mean IF the router's WAN interface still does not work, I got an alternative solution for you. You just disable the router's DHCP server, then connect the modem to the router' LAN port. This basically make your router as an AP, you use your modem as router, nothing changed for your client PCs and mobile devices.
It is highly likely a hardware fault on the WAN port. So here are the recommended solutions.
1. Check the original purchase date, if it is still under vendor's warranty, go get it repaired or replaced.
2. Use it as an AP, combining with a working modem, practically it make no difference comparing to a working WAN port on the router. as I mentioned above "an alternative solution for you. You just disable the router's DHCP server, then connect the modem to the router'LAN port. This basically make your router as an AP, you use your modem as router, nothing changed for your client PCs and mobile devices."
Does the 2nd approach work for you?