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

[mh1]

Did the above, no change in status. Are there technicians/companies in my area that I can hire to work to get this corrected?

[Imran_ruckus]

Hi @mh1 

Thank you for your response and the update.

Apologies, but RUCKUS does not provide on-site technician support for Lennar Homes. However, please don’t worry, I will guide you through the necessary steps.

Based on the information shared, this situation may require performing a physical factory reset of the R510 Access Point(s) and setting up a new Wi-Fi network. Since your ISP has changed, the device may still have configurations related to the previous Internet Service Provider.

Please refer to the RUCKUS Lennar Knowledge Base self-help article below for detailed instructions on performing a factory reset:
https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-Factory-Reset-Your-RU...

Please let me know how it goes.

Thank you. We appreciate your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[Imran_ruckus]

Hi @mh1 

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 Support

[Imran_ruckus]

Hi @mh1 

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 Support

[Imran_ruckus]

Hi @mh1 

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 Support