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HG659 Home gateways not working

Publication Date:  2018-09-26 Views:  1429 Downloads:  0

Issue Description

HG659 Home gateways not working

1: Description: Home gateways in rooms XXX (J3N8W17A16914809) and YYY (J3N8W17A16914779) are broadcasting the network but no users are able to connect in these two rooms. The user's devices do not receive IP addresses.

2: After which operation trigger issue: Attempting to connect to the Warner Wifi

3: Device & Software: HG659 / V3R017C10S100

4: Issue Time: first reported 06/09/20xx 13:30

5: Problem snapshot: unable to access home gateways to snapshot

Collect the following information: Download the configuration of ONT, and the operation is as follows: unable to access home gateways

Also please collect the Fault Info as below: unable to access home gateways


We need to collect the information as below while connecting with device 

1.      1.  Login the modem, backup the current configuration. 

2.  Save the system logs.

1.       3. Capture wireshark packets. Login the modem, input URL in the browser, enable the mirror function. Mirror interface select WLAN, connect the PC to the mirror LAN port to capture the packets.

1.      4.  Reboot the CPE 

2.      5.  Restore the default configuration

After the rebooting the CPE, the issue should be resolved incase the issue not solved we need to do the step 5 above.