Router not working model Archer 1600v

[xavjohn1721]

The router is not working , it only lights up the power, 2.4G and 5G....no internet or wi fi....can I order a new modem as I have this one over 5years now. Thanks

[BasilDV]

Hi @xavjohn1721

Have you tried to reboot or factory reset the modem/router?

There's a possibility that a line fault may have caused for the internet not to work.

Is there a VDSL/DSL light on the modem/router? Have you tried connecting the modem/router using a different RJ11 cable?

Is the modem/router connected directly to the wall socket?

BasilDV

[xavjohn1721]

Hi. yes I have tried all those troubleshooting on the router and still no change.

[BasilDV]

Hi @xavjohn1721

We can't confirm if the modem/router is faulty as you are getting some lights on it.

We've tested the line and detected a possible line fault, which needs to be investigated first.

We'll raise this to our Engineering team and updates will be provided within 24 to 48 hours.

If they've confirmed that the modem/router is faulty, then you may decide if you'll purchase it with us or if you'll get a 3rd party device.

BasilDV

[BasilDV]

Hi @xavjohn1721

We understand that an NBN technician repaired the fault on the line that caused the lost of your connection.

The service shows that it is running within specification.

Have a good day!

BasilDV