R510 Dead After Hotwire ONT Upgrade

[mh1]

Last fall Hotwire replaced our ONT (Optical Network Terminal) here in Gran Paradiso and apparently disconnected the R510 unit we used for connected home features when they did this. They subsequently refused to go in and restore it as they said it was not their gear. How do I restore (I assume it is at least physically unplugged in their cable gear cabinet)?

[Imran_ruckus · Accepted solution]

Hi @mh1 

Greetings!!!

Thank you for reaching out to the 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 issues with the RUCKUS R510 Access Point.

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. 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.

2. 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.

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 Support

[Imran_ruckus]

Hi @mh1 

Thank you for your response and the information.

Based on the picture you shared light status of the RUCKUS Switch and Access Points seems normal. However, it appears that the white cable from your Internet Service Provider’s (ISP) router is connected to the incorrect port on the RUCKUS ICX-7150-C12P Switch. The cable should be connected to one of the 1-12 ports on the switch (please refer to the screenshots below). Kindly unplug the cable and reconnect it to the appropriate port. Afterward, please reboot the ISP router by unplugging and plugging it back into the power outlet. Once done, check your internet connection.

Please let me know how it goes.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[mh1]

Are you sure? The cable going into port 8 goes to my TP-Link WIFI 6E router which has operated correctly since ONT upgrade.

[Imran_ruckus]

Hi @mh1 

Thank you for your response.

Yes, for the upgraded versions, the connection should be made to one of the ports within the 1–12 range.

Please connect the device to any of these ports and let me know how it goes.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[mh1]

I connected it TP-Link Powerline Adapter to port 2, no change in status of R510, still wifi with no internet access.

[Imran_ruckus]

Hi @mh1 

Thank you for your response and the update.

Please try restarting your ISP (Internet Service Provider) router and check the connection again after a few minutes. Additionally, unplug the Ethernet cable connected to the R510 from the current switch port and reconnect it to any available port within the 1–12 range on the switch.

You may also refer to the RUCKUS Lennar Knowledge Base self-help article below for detailed guidance on device connectivity and setup from scratch:
https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/RUCKUS-Lennar-Home-devices-C...

Please let me know how it goes.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support