What Should I do if I Receive "Unable to Connect to the Internet" Error When Setting Up My Deco?

Troubleshooting
Updated 06-23-2023 20:45:22 PM 12268

Please unplug any other Deco units from the package, only powering on the Main Deco. Then, please try the following troubleshooting steps:

1. Power off your modem and main Deco, leaving them off for approximately 1 minute. Then, power the modem and main Deco back on.

2. If that does not resolve the issue, connect a computer to the modem directly via Ethernet cable, and verify whether the computer has Internet access.

  • If there is no Internet access on the computer, it is recommended that you contact your Internet Provider.

 

  • If you have an old/previous router, and it has Internet access when connected to the modem, please verify whether you have chosen the correct Internet Connection Type during the Deco setup.

 

  • If you are unsure about your Internet Connection Type, please contact your Internet Provider to check whether PPPoE or VLAN ID configuration is required.

3. Change the DNS servers via the Deco app to 8.8.8.8 and 8.8.4.4 per the instructions here.

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