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Kamil Anwar
Kamil Anwar, Certified Networking Engineer
Category: Networking
Satisfied Customers: 5274
Experience:  8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
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I bought a new TP-Link N600 wireless router.....having

Customer Question

Hi....I bought a new TP-Link N600 wireless router.....having problems.....can modem be too old? Thank you
Submitted: 2 years ago.
Category: Networking
Expert:  Kamil Anwar replied 2 years ago.
Hello & Welcome to JustAnswer.
Thank you for your question. I will do my best to assist you.
What is the exact issue you're having?
Optional Remote Connect Service - Quick Resolution
Would you like me to remotely connect to your computer and fix the issue - The remote service will be an additional service for $39 but will allow me direct access to work on your issue and fix it (while you watch on your screen). If you need remote service, reply with the words "i want remote"
If you do not need the remote service, then simply provide me the requested information above. If you need remote service reply me with the words "i want remote".
Thanks
Customer: replied 2 years ago.
i can only access internet now when I plug my computer directly into my modem......will this scenario work?
Expert:  Kamil Anwar replied 2 years ago.
You can access internet when you are wired to the modem.
You cannot access internet when you connect to tp-link?
And the issue we need to fix is to make access available via TP-Link?
Customer: replied 2 years ago.
exactly
Expert:  Kamil Anwar replied 2 years ago.
What is your modem's model #? I beleive it is Arris (an older model)?
Customer: replied 2 years ago.
magnavox SBV5120 surfboard modem
Expert:  Kamil Anwar replied 2 years ago.
Can you connect the router to the modem, and then power off the modem and router both for 5 minutes.
Then power it back on, and connect to tp-link wirelessly and tell me if it picks up the internet?
Customer: replied 2 years ago.
Hi..........I did ask you asked and it kept trying to connect.......when I finally my computer directly to the modem again it came up with the message: Oops! search.tb.ask.com seems to be having issues........I was using a cisco m10 valet but when I was streaming Hulu Plus and using my internet at the same time it was very slow (my computer)
Expert:  Kamil Anwar replied 2 years ago.
Okay. But we were troubleshooting tplink and surfboard.
What were the results of modem -> tp-link -> your computer ?
Customer: replied 2 years ago.
didn't connect......kept trying, but only connected again when I attached my computer directly to surfboard
Expert:  Kamil Anwar replied 2 years ago.
And where is valet connected to?
Customer: replied 2 years ago.
that was the router I was using tonight just before I tried to install the tp-link
Expert:  Kamil Anwar replied 2 years ago.
And the valet was working fine with modem?
Customer: replied 2 years ago.
yes.........in fact, I contacted you when I gave up and tried to go back to using the cisco and also could not connect.
Expert:  Kamil Anwar replied 2 years ago.
Hold windows key and press R
type cmd
click ok
type ipconfig
and tell me what the ip address is?
Customer: replied 2 years ago.
there's a few......do you want to attach to my computer?
Expert:  Kamil Anwar replied 2 years ago.
Not yet, let's try here first.
1. turn off the cable modem and unplug ethernet cable
2. wait for few min (5min)
3. turn on the cable modem only and do NOT plug any ethernet cable
4. wait until all the light up on cable modem
5. ONLY after all the light is up. hook up a router behind the cable modem
Then test?
There may also be a battery in the modem, turning off means that it should be completely off, battery out.
Customer: replied 2 years ago.
no luck.......keeps trying to connect, nothing happens......when I connect computer and modem back up again I get Message: "Oops! search.tb.ask.com seems to be having issues." I cannot see where I can take out any battery. Right now I would be happy if I could get my CISCO working again
Expert:  Kamil Anwar replied 2 years ago.
May i connect remotely to check this directly?