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Forum Discussion
Nighthawk AC1900 keeps disconnecting from internet
First of all, this is lame. I should be able to talk to a human about this product that was not cheap. That said, here’s the issue: we recently upgraded our internet to 600mpbs. We noticed that our internet suddenly started dropping, first once a month, then a couple, then once a week, and now we’re at a few times a day. I’d disconnect the modem and router and that would fix the issue, but it is a pain to do so. Why does this keep happening? We have a Netgear modem that Xfinity says there are no issues with and the wifi icon on my devices doesn’t go off; I just suddenly can’t connect to the internet. Router is supposed to be able to handle the increased speed. Any ideas?
4 Replies
1. what modem do you have?
2. what firmware is on the router?
3. You can speak with support. But if you're outside of your free 90 days of support (on new devices) it does cost $. Netgear uses gearhead for support.
- Same problem here for a couple of weeks.
Helix (videotron) modem in bridge mode connected to my R7000p
Firmware version v1.0.11.106_10.2.100
Marg5555 wrote:
First of all, this is lame. I should be able to talk to a human about this product that was not cheap.You can if this is a new purchase.
There is no phone support for Netgear. You do it via the support portal:
Contact Us | Support | NETGEAR
First you have to register your device to confirm that it is eligible for the 90-days free support. Start here:
MyNETGEAR | Product Registration
Start a case and, with luck, they will contact you.
After 90 days, Netgear does not provide paid support. It farms that out to GearHead.
Or you can try to sort it out here. That costs you nothing.
Marg5555 wrote:
....we recently upgraded our internet to 600mpbs. We noticed that our internet suddenly started dropping, first once a month, then a couple, then once a week, and now we’re at a few times a day.Changing your Internet service, even upgrading the speed, can mean that you should reset your network devices so that they forget their older settings.
Sometimes it is simply a case of just rebooting everything.
As this is a router, there is probably a modem sitting in front of it. You need to get the devices to forget any inherited settings. Among other things, that means rebooting the network.
Be sure to restart your network in this sequence:- Turn off and unplug modem.
- Turn off router and computers.
- Plug in and turn on modem. Wait 2 minutes for it to connect.
- Turn on the router and wait 2 minutes for it to connect.
- Turn on computers and rest of network.
Finally, you have posted your message in the section of this community given over to Mobile Routers, Hotspots & Modems. (This is easily done, given Netgear's complicated community structure.)
Many questions apply to different types of device, so you might get responses here, but you might get more help, and find earlier questions and answers specific to your hardware, in the appropriate section for your device. That's probably here:
Nighthawk WiFi Routers
In the meantime you could visit the support pages:
Support | NETGEAR
Feed in your model number and check the documentation for your hardware.
You may have done this already. I can't tell from your message.
I mention it because Netgear gave up on supplying paper manuals years ago and people sometimes miss the downloads.
