HELP: Netgear XR500

[eibble65]

Hello guys,

Thought I come to you for help after going through different sources including the forum post here, Netgear technical support, Singtel and Kaira.

Background:
I am having some issues with getting games on my PS4 for FIFA 18 and sought to get the NightHawk XR 500 in a bid to optimise my packets and use the Geo-Filter on Netduma.

I am on Singtel Fiber Bundle - TV, Voice and Internet (1Gb). Previously used Asus RT and also recently changed to the AC Router. The connection is from fibre point to ONT (port 1) to Router. Voice jack is directly connected to the ONT.

Problem:
I connected everything as per normal to the new router and logged into the router to initialise it. The system boot up fine but could not detect the internet. After trying things out a few times, I chose the manual configuration so that I can bypass and get into the main router settings. Over there, I enabled Vlan tagging and the default is set to the internet, with Vlan ID 10 and priority 0. With this, I immediately got the light on the router to indicate internet connection and I also got the connected stated on the router's dashboard. However, I could not get internet to my devices.

I did some search and added in another Vlan tag, this time for the MioTv - Vlan ID 20, priority 4. So mio tv box works, but my internet situation is still the same. The router is communicating and connected with Singtel, but my devices beneath the router such as computer and mobile phones are unable to access the internet.

Remedies:
I have spoken to Netgear, Singtel and even Kaira (the most useless actually since they just directed me back to Netgear) and are unable to resolve this. Netgear's customer service while not having a physical presence in Singapore must be commendable if compared to Singtel and Kaira. They were really friendly, spent a good deal of time with me on the phone, did remote access to test things out but still could not get it to work.

They did ping websites using command prompt and there was no packet loss and came to the conclusion that they need to escalate this to their engineers and get back to me. The guy thinks there might be an issue with the Vlan working correctly as the router is receiving internet from the ISP (I have a WAN IP address), but for some reason is not distributing it to all the devices.

They dropped me another email this morning suggesting that I try internet Vlan ID 10 priority 4; and IPTV ID 20, priority 0.


I am just wondering if there's anyone who's using Netgear's XR 500 and on Singtel with MioTV and voice bundle. I cannot be the only person in the Singapore who's using this? Any help is appreciated!

 

[dryteletubby]

In summary your devices can't connect to the internet? Try disabling all those gamery features on your router first to simplify your setup.

Netduma software is a bunch of marketing ********.

https://www.reddit.com/r/networking/comments/3b820t/_/

Also for mio TV requires more than just setting up vlans

I am reposting a post from miloaisdino as is relevant here

Part of the reason why singtel force us to use onr now is that certain "services" on the mio stb do not work solely on vlan20 anymore, eg stingray music, netflix and probably many more to come. What the singtel provided ap does (ont days) is to assign a special address to your mio stb (typically 192.168.1.196) and static route all multicast, igmp and dns traffic destined for vlan20 while allowing internet traffic to enter vlan10 (netflix), all while being natted into the same subnet as your other devices (for the remote control feature of the singtel tv go app). 3rd party routers simply mapped lan ports to vlan20 on the wan trunk, causing these value added services not to work as mio stbs were assigned 'public' ips from singtel. So singtel came up with a sneaky solution -- the onr..

 

[eibble65]

Thanks for the reply.

For the router, I have not touched any of the netduma OS stuff yet and while there's no way to disable it, I don't see how they have been enabled anyways. I only touched the router settings and so have the netgear guys when using remote access.

As for Netduma, I will reserve my comments for I am not a network expert. Marketing or not, if it does what it does... I am happy to pay my dollars as long as I don't waste time waiting for games online and have them lag free.

That's interesting what you mentioned about the ONT and ONR. I am only on the ONT, so I am not sure what the ONR stuff is about. Also with the XR500, I can actually get my MioTV to work for some reason, just not the devices that needs to go to the internet. Any insights on this?

 

[dryteletubby]

Since you manually tagged vlans on your router. You probably have to add the tags on your switch and wifi.

Unfortunately lag in online games are usually due to the server location, or bufferbloat issues due to slow upload (Non issue with internet speeds in Singapore)Both can't be solved with a gaming router

 

[ridney]

Did you check if dns is working?

 

[eibble65]

The tags are added to the correct ports as the tagging options will have me select a port for the tag group.

As for DNS, I don't think it's an issue as pings to websites are showing. It's just weird that the internet is not translated down to my devices. The router is talking to the ISP (Singtel), able to ping the internet with no issues at all.

Any other suggestions guys?

 

[renfred89]

The tags are added to the correct ports as the tagging options will have me select a port for the tag group.

As for DNS, I don't think it's an issue as pings to websites are showing. It's just weird that the internet is not translated down to my devices. The router is talking to the ISP (Singtel), able to ping the internet with no issues at all.

Any other suggestions guys?

how about a reset of the netgear router and a screen shot of the WAN/IPTV settings page?

Singtel profile should always be:
Internet ID 10, prio 0
Singtel tv ID 20, prio 4.

If you don't have singtel tv then can skip the singtel tv tagging portion.

 

[eibble65]

Hi Renford,

The router has been hard reset a few times already. As for the Singtel profile, that is correct and what I have added. Netgear's guys have also looked and checked those profiles too. Still on 'customer support' with them. I will try to share a screenshot when I can, don't have access to a screenshot now.

On a side note, those guys are Kaira are really fantastic. I mean being the distributor, I can get that all technical stuff is not under their care, but if this affects Singtel and given the number of Singtel subs there are, their router would not be selling eh?

 

[eibble65]

Hi guys! Anymore advice? Anything else would really be useful. I will try to grab the screenshots asap!

 

[Badumtst]

Hi Eibble65,

Can I ask if your issue is resolve? I'm in the same situation as you. Hoping you can help me.

 

[mulderfox]

Hi Eibble65,

Can I ask if your issue is resolve? I'm in the same situation as you. Hoping you can help me.

I second that

 

[xiaofan]

If the router can connect to SingTel network but downstream devices can not, that is a strange issue. Your best bet is to contact Netgear for support.

Still try the following.
1) try setting up Google DNS in the router
2) try check of the client getting proper DHCP address

 

[mulderfox]

So the setup did work when I set the internet setup to automatic. At first I tried the old router MAC address and IP and so on, but it did not help.
What helped was to setup to automatic, but apply just after I reset the ONT.
Also for IPTV, I connected in port 4 (before it was on 2) and also to reset the IPTV box.
http://imgur.com/a/X9gzUbO