Airport and Ethernet problem

Question

Airport and Ethernet problem

Suddenly hubby and I cannot connect to internet with Ethernet. I can connect with wifi via my iPhone X hotspot

Have Arris Surboard modem . I have rebooted Modem. All status lights are on.

Modem connects to Airport router (extreme? The tall one which also has time capsule)

Router connects to hub. My mac connects by ethernet via cable to hub; hug connected to Airport router.

Has worked flawlessly

Suddenly today

Airport utility shows orange ball- stating NO internet and there is orange ball icon next to Airport con.

Airport Utility indicates no Internet connection

Airport extreme flashing yellow light; =Airport is not seeing the Modem

I tried connecting my computer directly to the Arris modem.. No connection .Network preference shows orange ball ( no connection) ALTHOUGH ALL LIGHTS are up and running on the MODEM.

When I connect my Mac as before ( ethernet cable to hub, hub connected to Airport), Network preferences indicates an ethernet connection- green but I cannot connect to the Internet

Internet preference also indicates WIFI is working (green ball) but it is not.

(Do these green balls in Network preference mean only that I have an Internal network?

I can only connect to Internet via my iPhone as hot spot.

Cable TV is working fine - same provider

Is this my internet Provider? A modem problem? An Airport problem?

What puzzles me is that in past (with other cable modems) if cable service is disrupted the modem does not light up completely. With the Arris, its lights indicate " all systems ok" but that is not the case.

iPhone X, iOS 11.2

Posted on Sep 3, 2018 8:34 PM

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Answer 1

Top-ranking reply

Barbara Passman3 Author

Level 2

193 points

Sep 4, 2018 8:59 PM in response to Barbara Passman3

solved

The problem was two fold

My modem has two ethernet jacks . Arris tech support this evening asked questions leading me to notice that the jack in which I had my Ethernet cable was no showing any light. I moved the cable to the second jack and saw light shining through....Voila, was on the internet

Airport/Time capsule still was not seeing the Internet.Too late for Apple Airport support but the on line articles were really good, broke down all the steps easy to follow.(Thanks, Apple!) I chose to do a hard reset of my Airport/Time Capsule and that got the router going.I made a wee error somewhere as the hard reset should have activated my existing network.The reset picked up the settings but created a new network... but all is working

All I have left is to get help linking my two airport extremes which I use in other rooms to extend my network.

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Answer 2

rkaufmann87

Level 10

148,624 points

Sep 3, 2018 9:07 PM in response to Barbara Passman3

This sounds like an ISP issue. Please contact their support, your Wi-Fi is working however Wi-Fi and an Internet connection are 2 totally separate things.

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Answer 3

Sep 4, 2018 5:57 PM in response to Johnb-one

Thanks, John

I do not use Wifi from my modem.

My Airport/Time capsule IS plugged into the Arris surfboard modem by Ethernet cord.Airport provides the Wifi

The Airport as you recall has several ethernet jacks and in a second one I attached an ethernet hub.

I plug my Mac into the hub(ethernet) as well as my printer

All worked flawlessly until sometime yesterday

When I plug the modem directly to my Mac via Ethernet , I get nothing

Makes me think it is my ISP . But seems strange to me that the Modem ready lights, all four, are lighted up as normal. in past years with other modems , if Internet signal is not working, one or more Modem lights does not work

I have one more test to run; disconnect the Airport from the modem, turn it off. Then see if , when I plug my Mac into the modem if I get signal.. If I do, I know its The Airport..and I need a new router

This is so maddening!

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Answer 4

Johnb-one

Level 6

9,180 points

Sep 5, 2018 7:43 AM in response to Barbara Passman3

Nice - glad to hear you got it going ok. Who’da thought ? As for extending airports, you can do that thru airport utility. There’s even a free version for iphone that’ll do as well as the desktop version

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Answer 5

Johnb-one

Level 6

9,180 points

Sep 4, 2018 5:39 PM in response to Barbara Passman3

Just thought i’d chip in my 2 cents here. Was told that the Airport and the built in wifi on the modem don’t play nicely together. So— was suggested to me that you put the modem into bridge mode.. basically turning off the modem’s built-in wifi.. and plugging the Airport into the Ethernet jack on the modem. then setup the airport as per usual. 5gz network recommended.

Here’s how to put it into bridge mode

https://arris.secure.force.com/consumers/articles/General_FAQs/SBG6580-v8-5-x-Br idge-Mode-Setup. Dunno which exact model of arris modem you have, though. You also might want to renew dhcp lease afterwards, too( it should be in either network-wifi-advanced) or in airport setup.. probably under advanced too.. hope this helps a bit. As some other guy said.. you may have internet.. but that doesn’t necessarily mean you have wifi automatically. You can reset the Airport by disconnecting the power cord for 30 seconds.. and using a straightened paper clip( yup, there’s a little tiny hole in the back) .. keep pushing in that paperclip, and plug the power cord back in. Take the paperclip out, the airport’s light should be flashing amber... wait a bit and it should turn green.. thAt’s all i have for now

John B

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Answer 6

Sep 5, 2018 8:12 PM in response to Johnb-one

a knowledgeable colleague pointed out to me that Windows equipment (my modem is "bi -gender"- works on Windows machines and Macs) have lights in the Jack ports

Apple equipment (Airport family) does not

I was very pleased both by the Apple articles (I read how to re- program my extender Airport devices) and the modem MFG support tech who asked the questions leading me to find and solve the problem

Also, a plug for my smart phone, my iPhone X.. used it as a hot spot when I had nothing else and it worked extremely well. fast speed .I am more endeared than ever to my phone

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Airport and Ethernet problem

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