Nebula FWA505 and a series of issues - connection and Smart Life App

Shlomo85
Shlomo85 Posts: 3  Freshman Member
First Comment
in Nebula

dear all, hope this forum can help me. I recently installed a Nebula FWA505 with mobile broadband in my house. Since the beginning I have the below issues:

  • Continuous lost of connection - the router seems to be online and working (blue lights for internet and wifi) but in reality the connection is not working.
  • I am not able to connect or use any device on the Smart Life App or Tuya app - I also tried deactivating every firewall, but nothing works. (I clearly try to connect only to the 2,4GhZ network)

Any possible solutions?
Thank you so much

«13

All Replies

  • Webmagic
    Webmagic Posts: 10  Freshman Member
    First Comment Friend Collector

    Hello,

    Here the same issue with an unstable connection with the Nebula FWA505. Router seems online and working, but connection is not working. Router can be connected by browser, but need to restart to repair LTE/5G connection.

    Terrible experience so far.

    Any tips?

  • Webmagic
    Webmagic Posts: 10  Freshman Member
    First Comment Friend Collector

    Hello

    Here the same issue with an unstable connection. Router can be connected locally, but restart is required to fix connection.

    Anyone has a solution for this?

  • Zyxel_Melen
    Zyxel_Melen Posts: 2,389  Zyxel Employee
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Administrator - Switch Zyxel Certified Network Administrator - Nebula Zyxel Certified Sales Associate

    Hi @Shlomo85,

    Continuous lost of connection > You can access the Internet or the mobile router cannot connect to Nebula?

    I am not able to connect or use any device on the Smart Life App or Tuya app - I also tried deactivating every firewall, but nothing works. (I clearly try to connect only to the 2,4GhZ network)

    What's your network topology? 2,4GhZ network is broadcasted by what device in your network topology?

    Zyxel Melen

    Share your feedback through our survey, make your voice heard, and win a WiFi 7 AP!


  • Zyxel_Melen
    Zyxel_Melen Posts: 2,389  Zyxel Employee
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Administrator - Switch Zyxel Certified Network Administrator - Nebula Zyxel Certified Sales Associate

    Hi @Webmagic,

    I would like to clarify with you:

    1. Do you mean you cannot access the Internet?
    2. What's the Mobile internet status when this issue happened?
    3. Could you collect the diagnostic info when this issue happens for us to check?

    Zyxel Melen

    Share your feedback through our survey, make your voice heard, and win a WiFi 7 AP!


  • Shlomo85
    Shlomo85 Posts: 3  Freshman Member
    First Comment

    thanks for your answers.

    "You can access the Internet or the mobile router cannot connect to Nebula?" —> Nebula router seems to be connected (lights are on and blue), but none of the devices in my house can connect.

    "What's your network topology? 2,4GhZ network is broadcasted by what device in your network topology?" —> I only use the Nebula router to connect to the internet.

    1. Do you mean you cannot access the Internet? —> yes, correct.
    2. What's the Mobile internet status when this issue happened? —> The router seems to be connected normally - lights on the modem are either green or blue, but no service is available on any of my devices.
    3. Could you collect the diagnostic info when this issue happens for us to check? —> how can I do it?

    thanks

  • Webmagic
    Webmagic Posts: 10  Freshman Member
    First Comment Friend Collector

    @Zyxel_Melen

    Then answers on your questions:

    I would like to clarify with you:

    1. Do you mean you cannot access the Internet?

    Yes, cannot connect to any website. But I am able to reach the ZyXel device by using the assigned IP and can access the GUI.

    2. What's the Mobile internet status when this issue happened?

    Internet status is "Connected" Also the LED's are green or blue (5g)

    1. Could you collect the diagnostic info when this issue happens for us to check?

    Yes, I will do.

    I have also changed from 5G to 4G, by changing the following

    : network setting | broadband | Cellular Band | Access Technology | Preferred Access Technology: NR5G-SA/NR5G-NSA/4F (auto-switch) to 4G

    This is a little bit better, but still after some time the connection will broken..

    When connection is working 500MB down en 100MB up with 5G, so connection with 4G/5G is perfect : all green!

    Please not that i am using firmware version:

    V1.18(ACKO.4)C0

  • Zyxel_Melen
    Zyxel_Melen Posts: 2,389  Zyxel Employee
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Administrator - Switch Zyxel Certified Network Administrator - Nebula Zyxel Certified Sales Associate
    edited October 4

    Hi @Shlomo85 & @Webmagic,

    Apologize for misleading, FWA cannot generate diagnostic for us to check. Since we have some similar cases that is due to the DNS resolution, could you help to change the DNS server to 8.8.8.8 and verify if the connection becomes stable? The configuration path is FWA505 > Network Setting > Home Networking > LAN Setup > DNS Values. The configuration should be changed from DNS proxy to static "8.8.8.8".

    If the issue remain the same, please help to enable Zyxel support access for us to check. Please reference the FAQ below to enable it.

    https://community.zyxel.com/en/discussion/14234/nebula-how-to-turn-on-zyxel-support-access

    Zyxel Melen

    Share your feedback through our survey, make your voice heard, and win a WiFi 7 AP!


  • Webmagic
    Webmagic Posts: 10  Freshman Member
    First Comment Friend Collector

    @Zyxel_Melen

    have applied the DNS setting, but randomly still connection problems. I dont use the Nebula to access the router, but how can support help me?

  • Webmagic
    Webmagic Posts: 10  Freshman Member
    First Comment Friend Collector

    Please note that using 4G is stable. Problem seems only with 5G. I heard my telecom Provider KPN Netherlands has some problems.

  • Zyxel_Melen
    Zyxel_Melen Posts: 2,389  Zyxel Employee
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Administrator - Switch Zyxel Certified Network Administrator - Nebula Zyxel Certified Sales Associate
    edited October 16

    Hi @Webmagic,

    Thanks for the detailed information. May I know:

    1. Is your APN setting manually or automatically?
    2. Which band/channel may have connection issue when using 5G? You may screenshot the Cellular information page and share it with me.

    Zyxel Melen

    Share your feedback through our survey, make your voice heard, and win a WiFi 7 AP!


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