acer router connect x6e 5G doesn't reach internet with vodafone IT sim

CiZi
CiZi Member Posts: 4 New User
edited May 2024 in Gadgets & Accessories

Goodevening, my new acer router connect x6e 5G doesn't reach internet with vodafone IT sim. 5g status check is "connected", but internet is not avaible. I've tried all vodafone apn settings, several reset of the router configuration. Same issue is not present with windtre IT sim. Already asked to acer support and vodafone support. Problem not solved

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[Edited the thread to add issue detail]

Answers

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,696 Trailblazer

    HI @CiZi I suppose you have tried other different pages and you can't access either, is that correct?
    Check that the router's encryption key is correct, sometimes it may happen that you enter an incorrect encryption key and you can connect but without Internet access.
    Make sure you do not confuse the letter B with the numeral 8, or the number 0 with the letter O, also remember that capital letters are discriminated against, so check that they are correct.

    All the best.

    • Un saludo / All the best
    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
    • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
    • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & (alezmvp)
  • CiZi
    CiZi Member Posts: 4 New User
    edited May 2024

    @Alejandro_AC the encryption key is correct, with others different operators i was able to reach internet, vodafone IT only doesn't work. But the same sim works perfect in a mobile phone

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,696 Trailblazer

    I understand, I'm sorry, I don't know what the problem could be, wait for more answers.
    All the best.

    • Un saludo / All the best
    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
    • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
    • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & (alezmvp)
  • ohlly
    ohlly Member Posts: 1 New User

    hello I have the same problem. With which companies did it work for you?

  • x6eturin
    x6eturin Member Posts: 1 New User

    Hello everyone, did some of you manage to solve the problem? I have the same issue, vodafone SIM as well..

    Thanks!

  • CiZi
    CiZi Member Posts: 4 New User

    After 2 weeks, Acer recalled the router as a non-working device and refunded me

  • sil_anc
    sil_anc Member Posts: 5 New User

    same problem with TIM sim.

    I sent the modem to Acer assistance and they replaced it.

  • CiZi
    CiZi Member Posts: 4 New User

    The solution is to send the router to Acer assistente for replace ior change it for another model....

  • LukeX
    LukeX Member Posts: 1 New User

    I've found the same problem with Vodafone and Ho-mobile. One way to partially overcome the problem is to set manual DNS on your device (pc or smartphone) using google primary dns 8.8.8.8 and secondary dns 8.8.4.4.

    This isn't the perfect solution because it won't work for the most part of simple connected devices used in IoT.

    I believe that there is a problem between the router and the WAN operator when it is assigned the IP with the DHCP protocol, it seems that the voice DNS won't properly be updated on the connected devices.

    With other operator like Iliad or Tim, it all works just fine and there's no need of the manual dns configuration.

  • sil_anc
    sil_anc Member Posts: 5 New User

    Same problem! Sent to service for repair twice and twice replaced. I will also try the third one but since I'm not the only one this happens to, I have a feeling that the ACER CONNECT X6E 5G CPE is more than defective and I fear the problem will recur. Considering that there is no program to manage the router like there is for other brands, nothing regarding firmware and a customer service that has not completely satisfied me, if I have the same fault again I will avoid sending it in for repair and buy another brand!!!

  • PawelJankowski
    PawelJankowski Member Posts: 1 Newbie

    Hello, I have an Acer Connect X6E 5G device.

    This is the second one because the first one went to the service and they replaced it with a new one.

    My problem is that the DNS responsible for the internet is broken in the router.
    After a reset, the internet works for a maximum of 5 minutes.

    I even bought a second router which I connected to ACER via RJ45
    so as not to burden its DNS, but it didn't help.

    I had the same problem in the first device, which worked for only 5 months,
    I received the second one and after 2 weeks of use the same thing again.

    I tried to manually assign DNS 8.8.8.8 and 8.8.4.4, but the main problem is in the device.

    Only a factory reset helped. Since then, 10 hours have passed and the device is working properly.
    As for me, the software responsible for DNS is clearly screwed up.

    If the problem reoccurs, I will return the device and demand an exchange for another model.

    I use the Play network in Poland

    Maybe one of you guys had such a problem and found a solution that will permanently fix the problem.

    One more thing, I updated the ACER software to the latest one.

    Best regards