topic Re: Internet drops from Rukus, but not from the Fios router… in RUCKUS Support for Lennar Homes

Internet drops from Rukus, but not from the Fios router…

JHall — Tue, 08 Oct 2024 14:11:48 GMT

Not sure what or how it happened, but for the last 6-8 months at 930am the internet from the ruckus drops but not from the router. So I switch the 2 lines going into the ruckus over to an empty slot and eureka, internet is back. I’ve tried a couple things like resetting everything, use 1 line from the router thinking there could be interference between the two, called Verizon to see if they had any ideas but nothing. I’m completely lost…..

Re: Internet drops from Rukus, but not from the Fios router…

Imran_ruckus — Tue, 08 Oct 2024 14:17:08 GMT

Hi @JHall

Greetings!!!

Thank you for reaching out to RUCKUS Lennar Home Community.

We appreciate your patience and understanding as we work to resolve the issues you are experiencing with your RUCKUS setup.

Based on the information provided, it appears that you are encountering intermittent internet connectivity.

We apologize for any inconvenience this has caused and are committed to assisting you promptly.

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

1. Can you confirm if your RUCKUS setup was previously operational, and if there were any power outages before the issue began?
2. When your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

3. Is your internet connection from the ISP stable and functioning? You can verify this by connecting to your local router's Wi-Fi or through an ethernet cable from the router to a laptop/PC.
4. How many access points are currently connected to the switch? Please describe the status of the lights on the access points. Similarly, include a photo showing the access points' light status.

Please log into your RUCKUS Account before uploading these photos/screenshots.

Please help me with ALL the above queries and should you have any further questions or concerns, feel free to reach out.

We appreciate your cooperation and look forward to resolving this matter for you promptly.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Internet drops from Rukus, but not from the Fios router…

Imran_ruckus — Fri, 11 Oct 2024 12:35:06 GMT

Hi @JHall

Greetings!!!

I trust this message finds you well.

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

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Internet drops from Rukus, but not from the Fios router…

Imran_ruckus — Wed, 16 Oct 2024 12:22:23 GMT

Hi @JHall

Greetings!!!

I trust this message finds you well.

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

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Internet drops from Rukus, but not from the Fios router…

Imran_ruckus — Fri, 18 Oct 2024 12:13:45 GMT

Hi @JHall

Greetings!!!

I trust this message finds you well.

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

If we do not receive a response from you within 24 hours from the timestamp of this message, your case will proceed to closure.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community