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Ruckus system not working properly after change internet company

Btissam

Hi, I bought my house from lennar with the ruckus system installed. But I changed my internet company recently to T-Mobile, and since then, my internet is working only where the T-Mobile tower is located. It’s Urgent please, because my tv, my Alexa, and everything else is not connected to the internet. Need URGENT SUPPORT. Thank 🙏🏻

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Jayavidhya

Hi @Btissam

Greetings of the day,

Please let us know the LED status of the switch and the access points using the below guide.

R510 LED lights

https://docs.commscope.com/bundle/unleashed-200.12-onlinehelp/page/GUID-19D4261B-D10B-4DE3-B63A-3498F80103D0.html

RUCKUS LED lights

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-973C8AE8-837A-41C7-9811-BAEF6ADEF3D3.html

Also please share the image of the switch and the access points showing the LED status and the cable connections.

Here is where you can upload the image/photo :

you can also drag it to the chat.

Here I will leave a short guide how to connect the devices properly :

Most common Setups for Lennar homes users

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Most-common-Setups-for-Lennar-homes-users/m-p/47106

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

Btissam

Good morning,

Thanks for your reply. I have one switch : CX 7150-C12P
And 2 access points.

The access point in the ground floor has only one red light in the PWR.

The second access point (in upper floor where the switch is) has all green except the air, and the PWR is flashing green.

The switch lights are attached in a picture below .

My first question is about the right set up of the cables to the the switch after changing the internet company. The previous ATT modem was connected to the switch(don’t remember how), the actual T-Mobile 5G tower has to stand alone near a window!!!
the second question is : should I reset the switch and the access points to get this problem fixed. ( no internet in all the house except by wire).
Please advise.

Thanks and Best regards,
Btissam

Jayavidhya

Hi @Btissam

Thanks for your reply.

Based on the images you have shared it seems like the cable coming from the router has been wrongly connected.

Please make sure the cable is actually connected to the ICX-7150-C12P ( Switch ) In one of the 12 ports in the middle as mentioned below.

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

Btissam

I did changed it, but this is not coming from the router, because I don’t have a router, I have a T-Mobile gateway that is located in a different room . The wire you asked me to change comes from her:

Btissam

Jayavidhya

Hi @Btissam

Thanks for your response,

Please try to reset the switch using the below steps and let us know the result.

1-Please try to disconnect from the Power outlet the ICX- 7150 and reconnect it.

2-Please try to press the reset button using a paper click or a small stick

Remove power from the switch.
Press and hold the Reset button while applying power to the switch.
After all the system LEDs flash amber, release the Reset button.

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-D3B5DB74-53A7-4F8D-82F9-6EB600879EE...

Video link:https://www.youtube.com/watch?v=6jHMTdo_hK4

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

Btissam

Thank you, I did the reset, and the light in the switch look all green ( picture attached). What should I do next please?

Btissam

Should I bring the T-Mobile gateway tower next to the switch and connect it to it?

Btissam

Thank you, I did the reset, and the light in the switch look all green ( picture attached). What should I do next please? Should I connect the T-Mobile gateway to the switch? I believe I need to reset the 2 access points as well , and reconfigure everything, but I don’t know how!

Jayavidhya

Hi @Btissam

Please try to factory reset the AP with the Red light as described below:

IMPORTANT NOTE: As you have two Access Points (APs) in your house, please make sure you only keep the affected AP ON and reset the same. Please go to the Ruckus Switch (located in the panel) and disconnect from its ports the Ethernet cables of the Working Access Point, except the one that you are going to work with (non-working).

Please read the following guide carefully:

Physical Factory Reset of RUCKUS Access Point:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Access-Points-Ruckus/td-p/47056

Ruckus Unleashed Set-up using your Mobile:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Ruckus-Unleashed-Set-up-using-your-Mobile/td-p/47086

Ruckus Unleashed Set-up using Web:

https://www.youtube.com/watch?v=j8I5aVwMNMg

Once you are done with the step please let us know the LED status of the access points.

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

Btissam

Thank you, but can you PLEASE tell me if I should first connect the switch to My T-Mobile gateway tower with an internet cable???? Otherwise where is the switch going to get internet?
also is there a LINK where I can check the switch status and what is is connected to ?
PLEASE reply to all my questions in one message, I’ve been texting back and forth for the past 3 days, and I’m still with NO internet. I WISH I can speak to someone on the phone, we could have resolved this in 10min, now it will take 10 days 😖

Jayavidhya

Hi @Btissam

Sorry for the inconvenience.

To connect to internet the modem and a router must be connected to one of the 12 ports of the ICX 7150-C12p switch.

Note: It can be a 'modem' and 'router' or 'Modem router combo', it does not necessarily have to be 2 separate devices, you can ask to your ISP which devices they installed at your home to be sure.

Please follow the below guide for the basic setup for Lennar home users.

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Most-common-Setups-for-Lennar-homes-users/td-p/47106

Once you are confirmed with the connection please do factory reset the AP with the Red light as described below:

Please read the following guide carefully:

Physical Factory Reset of RUCKUS Access Point:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Access-Points-Ruckus/td-p/47056

Ruckus Unleashed Set-up using your Mobile:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Ruckus-Unleashed-Set-up-using-your-Mobile/td-p/47086

Ruckus Unleashed Set-up using Web:

https://www.youtube.com/watch?v=j8I5aVwMNMg

Once you are done with the step please let us know the LED status of the access points.

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

Btissam

Thanks for your directions, I did the access point reset and everything is fine , but the lights look like that:

And switch has an orange light where the access point in question is connected :

Btissam

Thanks for your directions, I did the access point reset and everything is fine , but the lights look like that:

And switch has an orange light where the access point in question is connected :

Btissam

Good morning, my problem is still not fixed since my first post , please help me resolve it.

Btissam

Can I have someone call me pleaaaaase. The forum back and forward messages take forever! I called Ruckus but since I’m with Lennar, they refused to help me. Lennar should have a customer service department for her clients to help with the maintenance of the the ruckus system after initial installation. Not just install it and not care about us any more. The forum is not enough and very frustrating when you need quick response or instruction. Please HELP.

Jayavidhya

Hi @Btissam

Sorry for the inconvenience.

To solve this issue sometimes factory reset needs to be done multiple times so please try to do the factory reset of the access points again and let us know the result.

Please read the following guide carefully:

Physical Factory Reset of RUCKUS Access Point:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Access-Points-Ruckus/td-p/47056

Ruckus Unleashed Set-up using your Mobile:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Ruckus-Unleashed-Set-up-using-your-Mobile/td-p/47086

Ruckus Unleashed Set-up using Web:

https://www.youtube.com/watch?v=j8I5aVwMNMg

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community