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AX 1800 Router Stopped Connecting to The Internet

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AX 1800 Router Stopped Connecting to The Internet

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AX 1800 Router Stopped Connecting to The Internet
AX 1800 Router Stopped Connecting to The Internet
2022-09-16 10:10:15 - last edited 2022-09-26 05:43:41
Tags: #Help
Model: Archer AX20  
Hardware Version: V2
Firmware Version:

I have an optical fibre internet connection. The connection was working fine for the last 2 months on AX1800.

 

There is a GPON/ONU box that takes the fibre and outputs it to Router. Connectivity is reaching to GPON/ONU box, But AX1800 shows orange light. It won't connect even after resetting it.

 

After 2 days of trying everything, I found that the problem lies in the router.

Because,

1. Internet works when the output of GPON/ONU is directly connected to my laptop's ethernet port.

2. Internet was also restored when I used my old TP-link router.

3. The AX-1800 is not detected at the ISP's end because the PPPoE connection fails to establish.

4. The old router shows up at ISP's end because the PPPoE connection establishes flawlessly on it.

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#1
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6 Reply
Re:AX 1800 Router Stopped Connecting to The Internet
2022-09-19 07:18:30

@DHUMSHAN 

 

Thank you for reaching out to us and welcome to the TP-Link community.

 

If that is the case, please go through the troubleshooting suggestions we provided in the following thread, then report back if the issue persists:

Router Disconnects from Internet

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#2
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Re:AX 1800 Router Stopped Connecting to The Internet
2022-09-21 08:36:55

  @Kevin_Z 
1. The internet line and the GPON is stable.


2. The Ethernet cable going from the GPON to the WAN port of the router is securely connected.


3. I am unsure about the firmware update. The router has this: 2.1.5 Build 20211231 rel.73104(5553)
I downloaded the latest firmware version from the website. 
It was ax20v2-EU&JP-up-ver2-1-2-P1[20210901-rel75681]_sign_2021-09-01_21.12.33
After clicking on Update, it says: Upload Error.


4. WAN IP address on the Status page is 0.0.0.0


5. I did clone the MAC address of the computer to the router but it didn't help.

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#3
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Re:AX 1800 Router Stopped Connecting to The Internet
2022-09-22 03:45:57

@DHUMSHAN 

 

It seems your AX20 is a US version, so you are not allowed to install the firmware for an EU or JP version. You may verify that by checking the device label.

 

If you have tried all the suggestions but the AX20 still fails to connect to the internet, we recommend reaching out to the local tech support, so they can work with you in looking into the issue further or help with the replacement:
https://www.tp-link.com/support/contact-technical-support/#Hotline-Support

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#4
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Re:AX 1800 Router Stopped Connecting to The Internet
2022-09-23 05:53:30

  @Kevin_Z 
There is no V2 option in the firmware downloads of the US version of AX20 page.

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#5
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Re:AX 1800 Router Stopped Connecting to The Internet
2022-09-24 16:30:05

  @Kevin_Z 
Hi, man. So, I called Tp-link technical support over the phone. Upon checking basic things the guy on the call asked me to call my ISP and request them to refresh the MAC address. After refreshing the MAC the connection got established for a while, but after 4 hours it got disconnected again. Upon calling the ISP again for another refresh, the tech told me that he can't detect my device on the server side. This was the problem I had initially.

Do you have any insight into this? How does the PPPoE connection work? And does that tell you where the problem could lie?

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#6
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Re:AX 1800 Router Stopped Connecting to The Internet
2022-09-26 05:48:10

@DHUMSHAN 

 

If you don't want to replace the router, to assist and figure it out efficiently, I've forwarded your case to the TP-Link support engineers who will contact you with your registered email address later. Please pay attention to your email box for follow-up. Thank you.

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#7
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