Dlink DGL-4300 tech support has almost killed me.

[ricleo2]

This router simply will not work. I have been on the phone for several hours with tech support about 7 times. I have never been through a more frustrating experience. The support people are hard for me to understand and they have me do the same things over and over. Are routers one of those computer parts that a person needs some working knowledge to hook up? I have followed the instructions to the letter but support insists it is not the router's fault. I would like to return it to NewEgg but their policy says to return it to the manufacturer.
If I can't return it to the place I bought it from and the manufacturer says their is nothing wrong, what are my options? I am at my wits end.

 

[jamesbond007]

Call NewEgg and explain the situation. They are almost always willing to lend a helping hand and sometimes take back the items they say they don't.

Also, search the AT forum nicks for "NewEgg". There's a couple different names and if you PM one of them, they are in here often and tend to bend the rules for ATers!

I think they're NewEggVP and NewEgg Support or something along those lines.

Good luck!

 

[ricleo2]

Well now that I had a good nights sleep and have calmed down, I will tell ya'll my problem with this router. The best that I understand it the IP address of the router doesn't match up with Windows. Windows will not save the changed IP address. Tech support is worthless on this issue. Now I could be totally wrong on this as I was frustrated to where I might not have understood what D-Link was trying to get me to do. One other note: I can get back on the internet just fine when I hook my DSL modem back up directly to the computer. Any help, as always, is appreciated.

PS-I have emailed NewEgg customer service last night and asked them to waive their return policy and refund my cost. Will wait and see.

 

[BKLounger]

with your dsl are you on a static ip or a dynamic ip? if on static did you set the router to the static and change the computer over to obtain ip autoamtically?

 

[ricleo2]

with your dsl are you on a static ip or a dynamic ip? if on static did you set the router to the static and change the computer over to obtain ip autoamtically?

Yes, all of what you said sounds familar but reading it sounds more clearer than over the phone with people with bad accents. I will check later today. Thanks.

 

[Madwand1]

Yes, setting up a router takes some knowledge and effort. If you return the router and buy another one, you could find that you have the same problem with the new router.

If you're looking for a more "user friendly" router, then maybe you should download and look at the manuals and installation guides of some other routers. I recall Netgear having some well-written sections on networking. You might even find that some of these documents help you understand your current situation and get the D-Link working.

 

[JackBurton]

Alright man, let me save you some grief. Your router looks fine, you sound like you just need a little know-how.

1. First, hook up your PC to your DSL modem without the router in place.
2. Now open a command prompt (Start>Run and type cmd).
3. Now type in ipconfig /all (I'm assuming you're using Windows 2000 or XP). Disregard all information EXCEPT for the DNS servers. Write down the primary and secondary DNS server IPs.
4. Now connect your router to your DSL modem and PC.
5. Once you are connected to your router type in http://192.168.0.1 in IE
6. A prompt will come up asking for a password type in Admin for the username and leave the password blank
7. Once you get into your router's interface select the Basic tab and choose the WAN option on the far left
8. You should now have a box in the middle of the screen labeled MODES
9. Within this box, choose DHCP and check Use these DNS Servers
10. Now type in the DNS servers you wrote down in step 3
11. Now just hit the save settings button and you are done

That's it! You should be able to surf the net now.

For some reason, that router has an issue obtaining the DNS servers from your ISP. But if you manually enter them, you're good to go. Also update your router to the latest firmware. It has some security fixes.

 

[jamesbond007]

Are you sure the router's malfunctioning? What is the IP address that Windows gets when it's plugged into the router? If it's a 192.x.x.x number, the router's fine. By the way, what is the IP you're trying to assign Windows?

You may want to call your DSL company and see if they can help. If the router isn't pulling an IP address from the DSL modem, perhaps your ISP has the account limited to only leasing one IP and when you hook it up to a different device, it tries to pull a new IP and thus you need to tell your ISP that you're hooking the router up to a different device. For instance, my cable company allows only one connected CPE device to the basic modem packages. If you initially setup a modem to a directly connected computer and then try to setup a router in between, it won't work and the ISP has to clear the previous device list so it can take on a new one.

The IP you're trying to assign in Windows will not be the same external/outside IP that your modem has. I don't know what your background knowledge in networking is, but the modem, router, and each computer will have a different IP address; the later two having a similar internal network scheme. (192.x.x.x is usually default on most routers)

Hope this helps!

 

[ricleo2]

Excellent! What you suggest JackBurton is something a little different than D-link tech support had to offer. I will try it when I get home from work today (I also work in Irving by the way).
Netgear does have a decent website, Madwand1, I have learned something from their allready.
NewEgg has come through again for me. They will let me return the router for a total refund with no restocking fee. I will take advantage of it if I can't get this router to work. Absolutely phenomenal company.
Thanks all for the help.

 

[Madwand1]

You probably have some DSL software running on your computer. You'll need to "move" that off the computer to the router -- which means you need to locate the settings (call your ISP if you've forgotten your password), disable the software on the computer, connect to the router, and apply those DSL settings there.

Note also that you need to remember how to reactivate the software DSL in case you don't get the router working immediately.

To do more online support, we'd need to learn more about your setup, the steps you've taken and their results.

 

[ricleo2]

You probably have some DSL software running on your computer. You'll need to "move" that off the computer to the router -- which means you need to locate the settings (call your ISP if you've forgotten your password), disable the software on the computer, connect to the router, and apply those DSL settings there.

Is that the same as "bridging the modem"? D-Link had me call my ISP to get them to bridge it. Thanks for the help.

 

[JackBurton]

nm

 

[Madwand1]

Originally posted by: ricleo2
Is that the same as "bridging the modem"? D-Link had me call my ISP to get them to bridge it. Thanks for the help.

Did you do that? I'm not sure why D-Link would recommend this. If the modem already had a DSL router built-in, then I'd try leaving that and having the router work as a second-tier router -- that should be simpler; just configure the router's WAN connection to be DHCP. But if there are issues with a router built into the modem + an external router, then D-Link's advice would be right.

My previous note assume that the DSL modem was running as a simple bridge, as it often is.