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Internet Connection Troubleshooting FAQ

Q1. What should I do if I cannot access the Internet?

Follow the steps below for basic troubleshooting.

  1. Check physical connection.

    Ensure the Ethernet cable is securely connected between your router's WAN port and the upstreaming device (e.g., modem, ONT, or Ethernet jack). Check the LEDs on the upstreaming device and ensure there's active transmission.

  2. Reboot devices.

    Power off the upstreaming device (e.g., modem) and your router. Wait for 1-2 minutes. Then turn on the modem first, wait until it is fully online, then power on the router.

  3. Check WAN IP address.

    Log in to your router's web Admin Panel and go to INTERNET -> Ethernet section. If it stucks at the connecting state, as shown below, it might be the DHCP issue, MAC binding, or VLAN required.

    connecting

    Contact your ISP and verify if you need PPPoE username, PPPoE password and VLAN ID for Internet access.

    Meanwhile, verify if your ISP has configured MAC binding on your modem/ONT previously.

Q2. When should I clone a MAC address?

Some ISPs bind your broadband connection to the MAC address of the first connected device, typically your old router or computer. When you replace your router, you will need to clone the MAC address to restore internet access.

Follow the steps below to clone a MAC address to your GL.iNet router.

  1. Note down the MAC address of your old router (or the computer previously bound to your broadband).

  2. Log in to your router's web Admin Panel and go to NETWORK -> Ethernet Port (named Port Management in some firmware versions). Set MAC Mode to Clone or Manual, enter the MAC address manually, then click Apply.

    mac clone

  3. Reboot your modem (i.e., the upstreaming device).

Q3. When do I need to configure a VLAN ID?

Some ISPs require VLAN tagging for Internet authentication or traffic separation, especially with fiber and IPTV connections. Contact your ISP and verify if a VLAN ID is required.

Follow the steps below to configure the VLAN ID.

  1. Log in to your router and go to INTERNET -> Ethernet section. Click Modify.

  2. Enter the VLAN ID provided by your ISP, then click Apply.

    vlan id

Q4. What if it still doesn't work?

If the issue persists, try connecting a PC or laptop directly to your modem and check whether you have Internet access.

If you do not have Internet access, the issue may be with your ISP. Contact your ISP for further assistance.

If you do has Internet access, the issue may be related to your router configuration. Contact our technical support at support@gl-inet.com and provide the following information:

  • Router model
  • Troubleshooting steps you have tried
  • Your ISP name
  • Any other information you think may help us assist you

ISP information

Below is region-specific ISP information compiled by GL.iNet from customer feedback, forums, and OpenWRT resources, for reference only.

Country/Region ISP Connection Type VLAN ID MAC Clone Required Additional Requirements
United States AT&T Fiber DHCP (IP Passthrough) N/A No Must enable IP Passthrough; EAP authentication bypass needed
United States Spectrum DHCP N/A Yes (in some areas) Strong MAC binding (modem reboot required)
United States Verizon Fios DHCP N/A No
United States Comcast Xfinity DHCP N/A Yes (common) Must reboot modem when changing router (MAC release)
United States Cox Communications DHCP N/A Yes Must reboot modem when changing router (MAC release)
United States Frontier Fiber DHCP N/A No
United States CenturyLink / Lumen PPPoE 201 No VLANs are required in certain areas.
Canada Bell Canada Fibe PPPoE 35 No
Germany Deutsche Telekom PPPoE 7 No VLAN 7 mandatory for internet; PPPoE credentials required
Germany Vodafone (Kabel) DHCP N/A Yes (sometimes) MAC binding may apply; reboot modem after router change
Germany 1&1 / O2 (Telekom line) PPPoE 7 No VLAN 7 mandatory for internet
Germany DNS:NET PPPoE 37 No
Germany o2(UGG) PPPoE 7 No
United Kingdom BT Broadband PPPoE 101 No VLAN 101 required; PPPoE login needed
United Kingdom Sky Broadband DHCP (Option 61) 101 No Requires DHCP Option 61 (client identifier)
United Kingdom Virgin DHCP N/A Yes The modem is in bridged mode and requires MAC cloning.
France Orange DHCP / PPPoE 832 No VLAN 832 required; may require Option 90 authentication
France Free (Freebox) DHCP N/A No
France Bouygues Telecom DHCP 100 Yes Clone Bbox MAC
Spain Movistar PPPoE 6 No VLAN 6 (internet), VLAN 2 (IPTV), VLAN 3 (VoIP)
Spain DIGI PPPoE 20 No
Spain Orange DHCP 832/835 No VLANs may vary by region
Italy TIM PPPoE 835 No VLAN 835 required
Italy Aruba PPPoE 835 No
Netherlands KPN DHCP 6 No VLAN 6 required for internet
Netherlands Tweak DHCP 34 Yes Cloning Experia Box MAC
Netherlands Telfort / Oxxio / Tweak DHCP (IPoE) 34 No
Netherlands Odido DHCP 300 No
Belgium EDPnet PPPoE 10 No
Bosnia and Herzegovina BH Telecom PPPoE 100 No
Croatia Terrakom PPPoE 905 No
Czech Republic O2 PPPoE 848 No
Cyprus Epic PPPoE 35 No
Cyprus Cyta PPPoE 42 No
Cyprus Cablenet PPPoE 42 No
Cyprus Primetel PPPoE 42 No
Poland Orange Polska PPPoE 35 No VLAN 35 required
Poland T-mobile PPPoE 35 No
Ireland Vodafone SIRO PPPoE 10 No
Ireland Pure Telecom PPPoE 10 No
Austria A1 Telekom PPPoE 2 No
Austria Fonira PPPoE 31 No
Türkiye Turknet PPPoE 35 No
Türkiye Turk Telekom PPPoE 35 No
Türkiye Turkcell Superonline PPPoE N/A Yes
Türkiye Turksat Kablonet DHCP/PPPoE N/A No
Greece Cosmote PPPoE 835 No
Greece Nova PPPoE 835 Yes
Greece DEI/PPC DHCP 835 No
Japan NTT (FLET'S) PPPoE / IPoE (MAP-E) N/A No IPoE requires MAP-E/DS-Lite compatible router
Japan SoftBank Hikari PPPoE / IPoE N/A No BBIX IPoE service commonly used
India Airtel PPPoE / DHCP N/A No Some regions require PPPoE
India JioFiber DHCP N/A No Locked ONT in many cases
Singapore Singtel PPPoE 10 No VLAN 10 required; IPTV separate VLAN
Singapore StarHub DHCP N/A No DHCP-based connection
Australia NBN (various ISPs) PPPoE / DHCP 2 (common) Yes VLAN 2 common but ISP-dependent