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Arris VIP 2500 Wireless Box - hardwired

Teacher

Arris VIP 2500 Wireless Box - hardwired

I do not want this box to be wireless so I have had a Cat5 plugged into it for months, but every time the NVG589 restarts I get the red light on far left of front of receiver (no label) on the VIP2500 wireless box and no yellow link light.  I have picture & sound, but the picture intermittently freezes on every channel.  I have in the past been able to restore link light (which stops the intermittent picture freezing) by restarting w/cat cable unplugged then when I'm prompted to press WPS on modem and Ok on receiver I can plug in cat and it will restart and link light is restored.  However, modem restarted last week due to short power outage in the neighborhood and I can't get link light to come back on for this receiver. I have now even tried the factory reset several times (Power + OK + down arrow).  I get the gears and it goes through the process, but nothing changes, still no link light and far left front of receiver has red light on + intermittent picture freezing on all channels.

 

 

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Message 1 of 11
Administrator

Re: Arris VIP 2500 Wireless Box - hardwired

Hi @2UTfans

 

It's possible the power outage fried the cable. Have you tried using a new one?

 

Try it out and keep us posted!

 

Aminah, AT&T Community Specialist


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Message 2 of 11
ACE - Expert

Re: Arris VIP 2500 Wireless Box - hardwired

...then when I'm prompted to press WPS on modem and Ok on receiver I can plug in cat and it will restart and link light is restored

Huh?  Why are you pushing the WPS on the gateway (what I interpret when you say "modem")?  And why are you seeing a prompt for it on the tv if you changed the wireless receiver to a wired receiver?  Didn't you disconnect the WAP (wireless access point - little box eithernet connected to the gateway) and reboot the gateway after wiring up your wireless receiver?

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*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 3 of 11
Teacher

Re: Arris VIP 2500 Wireless Box - hardwired

No, sorry if I wasn't clear.  I am not pressing the WPS button, but the receiver prompts me to do that every time it restarts if I don't have the cat plugged in at restart.  If I have the cat plugged in at restart it won't even boot all the way up, I just get globe screen (black) with Restart Receiver button over and over and over again.  Only when I unplug cat and restart without it does it boot to screen asking me to press WPS.  Once I get that screen, I plug in the cat, press OK on front of receiver and it boots up to TV, but I still have red light, no link light and intermittent picture freezing.  And yes I unplugged the WAP months ago when I changed this receiver over to wired.

Message 4 of 11
ACE - Expert

Re: Arris VIP 2500 Wireless Box - hardwired

Only when I unplug cat and restart without it does it boot to screen asking me to press WPS.

With the ethernet unplugged it's a wireless receiver again so I would expect it to try to pair with its WAP (not the gateway) when booting if not already paired.  It's the WAP's WPS it's asking you to press, not the gateway's.

 

Assuming you have no other wireless receivers you should disconnect the WAP entirely.  Unplug it's power and ethernet connection to the gateway.  Then reboot the gateway (pull plug for 15 secs. and let it fully reboot) so that the gateway's device table is updated to no longer contain the WAP. 

 

After the WAP is out of the picture you should be able to connect the wireless receiver from one of the gateway's yellow ethernet ports to the network port on the wireless receiver.  If you are saying that at this point the wireless receiver does not boot then there something wrong with that wireless receiver and it needs to be replaced.

 

I am not sure why you are going through all this if your wireless receiver had enough signal strength from the WAP in the first place.  Did it?  When using it as a wireless receiver if you have 4 to 5 signal strength bars on the front of the receiver then you have enough signal strength and there is no need to ethernet connect it.  3 is marginal.  And you can always use a longer ethernet cable on the WAP to give you freedom to move it around to get a better signal.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 11
Administrator

Re: Arris VIP 2500 Wireless Box - hardwired

Good Afternoon @2UTfans

 

To fully assist with this issue further, we will need to look over your account in more detail.

 

We are sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from us and reply to the message with your specific account details.

 

We look forward to your response and the opportunity to help you!

 

Matthew, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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Message 6 of 11
Teacher

Re: Arris VIP 2500 Wireless Box - hardwired

The WAP has been unplugged for the many months I’ve had this wireless box wired and gateway has been restarted many times over these months but every time there is a restart of gateway the receiver loses link light and intermittent freezing starts. My WiFi signal was ok in that room but the delay in pause and changing channels was irritating. Something my wired dvr never does and this wireless receiver doesn’t do either when it’s wired so that’s the reason I want it wired.
Message 7 of 11
Administrator

Re: Arris VIP 2500 Wireless Box - hardwired

@2UTfans,


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 8 of 11
Teacher
Solution
Accepted by Administrator (Administrator)
Accepted by davidbk
‎09-25-2018 11:09 AM

Re: Arris VIP 2500 Wireless Box - hardwired

I chatted with Support via myAT&T app and issue is fixed. She reloaded software and upon restart have link light & no picture freezing. Thank you!
Message 9 of 11
Administrator

Re: Arris VIP 2500 Wireless Box - hardwired

Hello @2UTfans,

 

We are happy to hear that you were able to reload the firmware for your gateway, and that this has resolved your concerns! If you should need assistance in the future please do not hesitate to reach out on the community forums!

 

James C., AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 10 of 11
Teacher

Re: Arris VIP 2500 Wireless Box - hardwired

The issue as stated in my original post has returned and now I have additional issue of no Guide info available, continually shows 'Getting Information'.  It seems like I probably do need the wireless receiver replaced.

Message 11 of 11
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