What should I do if I cannot access the internet with Mercusys ADSL modem router even though the configuration is finished?

This Article Applies to:

If you fail to have internet access after finishing quick setup on Mercusys DSL modem router, this article will guide you how to troubleshoot and locate your issue.


First of all, please refer to the following mind mapping guide to locate which instructions you should refer to.



1. Login web interface of Mercusys modem router, please refer to How to log in to the web management page of the Mercusys ADSL modem router?

2. You may go to Status page to check the Internet IP address in Internet part.


Case 1: Please refer to What can I do if the ADSL LED indicator is not on constantly on my ADSL modem router?


Case 2: Please return this Mercusys modem router and buy another suitable device, like a pure wireless router. Because this Mercusys modem router cannot switch to EWAN mode working as a pure wireless router.


Case 3: As the picture below shows, if the IP Address is try the methods below and try again.


Step 1: If you have tried to dial up on Mercusys modem router many times already, please reset modem into default settings, power it off for 30m. Then turn it on and do PPPOE connection again to check the issue.

Step 2: If IP address is still, it would be caused by the wrong network parameters provided by your Internet Service Provider. Thus, please contact your Internet Service Provider to check:

1). whether your Internet Service Provider provides you with the correct VPI/VCI (for ADSL connection).

2). whether your username and password provided by your Internet Service Provider are correct or not.

3). Ask your Internet Service Provider to change another different username and password for your network plan if possible.


 Case 4: As the follow picture shows, if IP Address is a valid one, please try the methods below and try again.


Step 1: Go to Interface Setup->LAN ->DHCP -> edit DNS section->choose DNS Relay as Use User Discovered DNS Server Only, fill in as primary DNS and as secondary DNS. Save your changes and check whether internet works.


Step 2: Reboot Mercusys modem router.


Step 3: If there is still no internet access from Mercusys modem router, please check your Internet Service Provider to check the following information:

1). Check whether the internet server of your house is working properly or not;

2). Make sure that your Internet Service Provider doesn’t set any special restriction for your network plan, like MAC Binding etc.

3). Ask your Internet Service Provider to change another different username and password for your Network Plan and you can have a try using that new account.


 If you’ve tried every method above but still cannot access the internet, please contact the technical support.


Get to know more details of each function and configuration please go to Download Center to download the manual of your product.