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Subject: Internet works via AT&T Router directly, but Ruckus Switch/Router network has no connection

Ramesh Lennar

Hi RUCKUS Community Support,
I am having an issue with my RUCKUS setup and need assistance, potentially involving a hardware replacement for my RUCKUS switch.

The Issue

My internet connection is completely down when I try to connect through my RUCKUS network. However, I have verified that my Internet Service Provider (ISP) connection is completely stable and working when I bypass the RUCKUS system entirely and connect my computer to my AT&T router.
The problem is strictly isolated to the RUCKUS portion of my network equipment. The RUCKUS router/switch refuses to communicate with or route traffic from the AT&T gateway.

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Comments

Sgatjens

Hello @Ramesh Lennar

Greetings!

Thank you for reaching out to the RUCKUS Lennar Home Community.

I hope this message finds you well.

To better assist you, could you please provide the following information:

Is the AT&T router connected directly to the RUCKUS switch?
Which cable connects the AT&T router to the RUCKUS switch?
If possible, please send us a photo showing both ends of this cable and where they are connected.
Are there any lights on the RUCKUS switch that are red, orange, or off?
Please let us know what color the lights are and whether they are solid or blinking.
When you connect through the Lennar network, does your device connect to Wi-Fi but show “No Internet,” or can you not connect to the Wi-Fi at all?
Are the access points (APs) powered on?
Please check the lights on the APs and let us know if they are green, orange, red, or off, and whether they are solid or blinking

Best regards,
Sofia G
RUCKUS | Lennar Home Community Supportc.

Ramesh Lennar

AT&T router is connected directly to the Ruckus switch.
I am attaching pictures. I think the gray wire connects the AT&T router and the Ruckus switch.
The lights are green now, but it keeps going in and out. When it goes out, I think the lights turn red; I don't remember. You are asking all these questions of older people who aren't IT professionals, and we are not tech-savvy. I didn't know I had to check whether the lights are green or red, solid or blinking.
Now the access points are green, but sometimes I don't get internet through the Ruckus, and I have to connect directly to the AT&T router. Right now, the green lights are solid, not blinking.
I understand you need to follow certain steps to send a replacement, but this is causing inconvenience and hardship for older adults. They do not know the difference between a switch, a router, or a modem.

Sgatjens

Hello @Ramesh Lennar

Try unplugging the Ethernet cables and reconnecting them to different ports on the 12-port switch to check whether connectivity is restored.
The AP may require a reset if the issue persists.

However, we should first validate the above possibilities, as a replacement may not resolve the issue if the root cause is related to the AP, cabling, or connectivity.

Best regards,
Sofia G
RUCKUS | Lennar Home Community Supportc.

Sgatjens

Hello @Ramesh Lennar

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue so we can proceed with resolving it.

If we do not receive a response within 24 hours of this message's timestamp, your case will be closed.

Best regards,
Sofia G
RUCKUS | Lennar Home Community Support

Ramesh Lennar

Thank you. I already tried those steps before contacting you, and I also replaced my AT&T router with a new one. I'm not sure what else I should do. Please advise.