Can't access the internet

Firecapt
Firecapt ✭✭✭
edited January 2018 in Bitdefender box


My cell phone is listed (Box2) as connected and my WiFi (on the phone) says it's connected and yet I cannot access the internet.  Everything was working perfectly until I got up this morning and now it isn't.  Have tried restarting the phone, turning WiFi off and on again, "removing" the phone from BD Box and reinstalling, all to no avail.  Can't access BD central app on the phone unless I turn off the WiFi.  Nothing changed overnight to cause this problem.  No power loss to the modem, Box, or router; no monkeying around with settings, etc. <img class=" data-emoticon="" src="https://us.v-cdn.net/6031943/uploads/ipb_attachments/emoticons/default_angry.png" title=":angry:" />


Apparently, after checking with other devices that are listed as connected, no wireless device has internet access.  This is a real problem for my Son since he has homework and a project due on Tuesday and must have wireless internet access to do the work.


After a marathon session with BD support a couple of day ago  (my third since getting the Box 2) and finally getting the Box to work properly I am about to "throw in the towel" and give up on the Box.  I only hope I can get a refund! :(


Any ideas?

Comments

  • Firecapt
    Firecapt ✭✭✭


    I have done a complete reset and reinstall on the Box and everything seems to be back to whatever passes for normal with the Box installed.  I still have one of my devices (hard wired) listed as "disconnected" and yet it isn't and is working as it should.


    At this point, I'm wondering if the Box is defective.  I have had wireless internet fail (for no apparent reason) at least 3 times since installing the Box.  Each time, I have to do a complete reset (poke and hold the reset hole with a paperclip) and reinstall the Box.  Certainly something is radically wrong since no changes happen on my end.  I just can't continue to have this happen with a child in school who is dependent on internet access for homework and school projects.


    I should point out that the Box was originally set up with help from BD Box support (phone).  Subsequent support calls resulting in long sessions including remote computer access have resulted in being told that now all is well and "you shouldn't have any more problems.


    Well let's hope this is the last time this happens!! :blink:

  • Custer
    Custer


    You are not alone. I have been working on it for 2 weeks now with off and on progress. I finally just decided to remove it and everything associated. Don't have the patience to keep messing around. We live in the Sticks and are lucky to have a consistent connection. Adding the Box apparently has been too much for our network too handle.  I noticed my phone having issues with changing networks here at home. That's when I decided it was enough for now.

  • Firecapt
    Firecapt ✭✭✭
    edited January 2018


    Well got up this morning and again had no wireless internet.  After resetting everything, reinstalling the box, still no joy.  I am not going to spend another hour and fifteen minute session on the phone with BD Box Support, the fix (if any) only lasted 3 days.  I have removed the Box from my system and gone back to standard configuration, and all of this only took up 3 hours of my time today.


    Apparently, BD support doesn't read the posts in this forum, so unless I hear something here, I'll have to contact them and see about a refund.  Either the Box is defective or their device just has too many bugs to work properly.

  • Matthew Hommel
    Matthew Hommel ✭


    I just started having the exact same issue today.  It its only wireless devices. I'm using the B2 as a standalone router.  I have a 24 port switch that B2 is plugged into.  Everything that is hardwired via ethernet has internet.  I use an Engenis EAP-1750 AP.  When I connect to it via WIFI, those devices do not have internet.  If I connect directly to the B2 via WIFI which I have  a separate SSID, I do not have internet with the WIFI device.  I unplugged my EAP-1750 and let it boot back up.  Did the same for my switch, and still no internet via WIFI when connected to EAP or B2.  However, when I unplugged my B2 and let it reboot I all of a sudden am able to use WIFI again on all devices and both SSIDs.  I'm going to write them an email now and see if they can do something.

  • Firecapt
    Firecapt ✭✭✭


    After three calls to tech support and over 3 1/2 hours (over-all) on the phone, I came to realize that the Box 2 isn't "ready for prime time."  I returned the Box for a refund.  Frankly, I didn't have the time to devote to what is obviously a flawed device.  My Son is in high school and must have an internet connection to do his homework and school projects.


    There was nothing unusual in the setup at my end.  The box was plugged into the modem, the router (Netgear Nighthawk 1700) plugged into the box, and yet constant problems with the wireless internet.  As others have said the direct wired devices continued to have an internet connection.


    I have received my refund and won't be trying the Box again.  I have used Bitdefender for about 6 years and have been mostly pleased with their software; but, the Box needs work to achieve true "plug and play" status.


     

  • Matthew Hommel
    Matthew Hommel ✭


    I presume you were still in the 30-day trial? I am now beyond that. I purchased the item as soon as it was available and had some issues when I first set it up. I was working with customer support and they were able to send out a patch and fix my issue. I was quite satisfied at that time. B2 was sending me notifications that it was protecting things. Mostly from when the wife was on Pinterest on her phone. I was excited that it seemed to be working and doing its job. Then this crap started on Wednesday. My wife works from home and she will be getting up too to start. She will not have internet access on some of her devices which is going to be an issue. I may have to run to the local staples and pick up a new router. Very aggravating. I’m emailing customer service back and for with still no luck. 

  • Firecapt
    Firecapt ✭✭✭


    Matthew,


    I'd call directly to Box Support (800-804-4602) this is the quickest way to get help.  The techs have heavy accents so they are a little hard to understand but are willing to work with you for as long as it takes to correct the problem.  Whether the fix will continue to work or not is the question.

  • Michael_BD
    Michael_BD Technical Support Manager BD Staff


    Hi Matthew,


    We responded to your email. Please reply back to it when you have time.


    Thanks!

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