The Router Dilemma: Technical Support from ASUS or Spectrum?


Additionally, I’m unable to access the router’s web GUI to modify any settings, and the associated app hasn’t been helpful. Despite attempting multiple factory resets, the issue persists. Should I contact ASUS for technical support, or should I reach out to Spectrum, my internet service provider, to resolve this situation?”


Experiencing connectivity issues with your router can be a significant disruption, especially when the device’s web interface is inaccessible for troubleshooting. If you’ve conducted multiple factory resets on your ASUS router to no avail, and the router’s app isn’t providing the necessary assistance, it’s understandable to feel stuck between a rock and a hard place.

Identifying the Root Cause

Before deciding whom to call, it’s essential to pinpoint the root of the problem. The fact that your WAN IP address is showing as on the RT-AX3000 router but not on the RT-AC68U suggests there might be an issue with how the router is communicating with your ISP, Spectrum. This could be due to a variety of reasons, such as incorrect router settings, a firmware issue, or a problem on the ISP’s end.

Technical Support from ASUS

Reaching out to ASUS technical support can be your first step. They can provide guidance on how to regain access to the web GUI, which is crucial for diagnosing and resolving the issue. ASUS support can also determine if there’s a problem with the router’s firmware or hardware that’s preventing it from connecting to the internet.

Assistance from Spectrum

On the other hand, contacting Spectrum is advisable if you suspect the issue lies with the internet connection itself. Since the RT-AC68U is working correctly, it’s less likely that Spectrum is the source of the problem, but they can verify if there are any service disruptions or account-related issues that could affect your connectivity.

Best Course of Action

In situations where the router shows signs of receiving data (as indicated by the connection to the Ethernet cable) but fails to provide internet access, the best course of action is to:


Contact ASUS Support

: They can assist with router-specific issues and help restore access to the web GUI.


Check with Spectrum

: If ASUS confirms the router is functioning correctly, Spectrum can help ensure there are no ISP-related problems affecting your service.


Ultimately, it may require a collaborative effort between ASUS and Spectrum to get your internet up and running smoothly again. By approaching both, you can cover all bases and increase the likelihood of a swift resolution to your connectivity woes.

Remember, patience and persistence are key when dealing with technical issues. Good luck!

Leave a Reply

Your email address will not be published. Required fields are marked *

Privacy Terms Contacts About Us