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No internet connectivity with new BE9700 bought to replace working AXE75 (AXE5400)

No internet connectivity with new BE9700 bought to replace working AXE75 (AXE5400)

No internet connectivity with new BE9700 bought to replace working AXE75 (AXE5400)
No internet connectivity with new BE9700 bought to replace working AXE75 (AXE5400)
2 weeks ago - last edited 2 weeks ago

I could not list model number above because the BE9700 is not there. There is no sub-model to it like my AXE5400 is an AXE75. This is straight up BE9700 purchased at Best Buy.

 

Just for your reference, I consider myself mid tech savvy. Not an expert, but I have hooked up a lot of routers over the years and feel confident doing this.
 

I bought this router yesterday to upgrade an AXE75. Firmware updated.

 

All devices connect to the router fine, but I am unable to get an Internet connection. I have a red light on the router showing no Internet connectivity.
 

The new router has a 2.5 and 10 GBPS ports. I am using a DOCSIS 3.0 Motorola MB7621 modem. My gut instinct tells me they are actually having an issue with each other even though these ports are supposed to be backwards compatible. Comcast is my service provider. 
 

I have tried both ports. I did change the setting in the router webpage when I switched between the 2.5 and the 10.

 

I hooked up my old router and no issues.

 

Any thoughts would be greatly appreciated.

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Re:No internet connectivity with new BE9700 bought to replace working AXE75 (AXE5400)
2 weeks ago

I tried to edit my post, but I couldn't for whatever reason. Just a couple of other things. I did do a hard reset of the modem. I spent hours playing with different settings and couldn't figure it out. I just don't know what 

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Re:No internet connectivity with new BE9700 bought to replace working AXE75 (AXE5400)
2 weeks ago - last edited 2 weeks ago

  @DepecheFan 

 

You need to power off and unplug the modem and remove any battery if it has one as part of the install instructions for your router. See your set up  instructions.

 

Leave it unplugged for 5-10 min.

 

Not required for all modems and ISPs, but for some you need to do it. It causes the ISP to reset the connection. 

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#3
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Re:No internet connectivity with new BE9700 bought to replace working AXE75 (AXE5400)
2 weeks ago

  @ArcherC8  To clarify the DHCP Lease sometimes is tied to the MAC of your existing router.  If you quickly swap then it will not give out an IP to the new router.  Another way of testing this is to clone the MAC of the old router onto the new router to see if it then works.

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Re:No internet connectivity with new BE9700 bought to replace working AXE75 (AXE5400)
2 weeks ago - last edited 2 weeks ago

Hey there @DepecheFan,

 

I know ArcherC8 and jzchen already touched on the subject, but this does sound quite a bit like a classic case of ISP MAC (Media Access Control) Binding. If it is indeed a MAC Binding scenario, this means your ISP and/or modem is bound to your previous router's (Archer AXE75) unique WAN MAC Address.

 

As already suggested in the thread, there are ways to manually release and renew the MAC binding between your ISP and new router (which can sometimes involve disconnecting a backup battery in the modem/ONT, as also mentioned above).

 

If the manual method didn't work, the feature jzchen mentioned (MAC Clone) may be worth a shot. You can clone or enter your AXE75's WAN MAC address as the WAN MAC for your new BE9700, so your Internet source can recognize it and provide connectivity. Here's a guide on how to use it for our Archer Routers: How do I configure MAC Address Clone on my TP-Link Archer Router?

 

If none of those approaches work, a call to your ISP to have them release and renew the MAC Binding on their end may do the trick.

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