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Forum Discussion
R9000 failure
Very disappointing....bought an expensive R9000 router Oct 2019. Yesterday is started working slowly then after a couple hours stopped altogether. Went through the usual phone calls with Xfinity, nothing wrong with the internet signal. The router has power and shows it's connected to the modem, but won't 'send' anything out. Neither wireless nor ethernet ports work. I tried downloading the firmare update in hopes it would help but the firmware update ZIP file says 'disc corrupted' and it won't work, either. Plus, the Netgear site says to 'look in manual' on how to do the firmware update.....without telling me where to look. I spent 15 minutes of my life looking through a 162 pages of manual and still didn't find anything on firmware updates.
Anyoneelse have this issue? I spent hundreds of dollars on a top-end router and it's looking like a waste of money at this point!
6 Replies
What modem is it connected to?
What firmware is on it? (if you remember)
What are the leds on it doing?
have you tried a factory reset? push and hold reset for 7-15 seconds while its powered on
I did the reset and also unplugged it from the wall for an hour, no luck. It's connected to an Arris SB8200 modem. Xfinity ran their remote checks and said the modem is working fine. The lights on the modem all are showing proper operation as well. If I connect my laptop to the modem directly, I have good internet service. Therefore I believe the modem and internet are not the issue.
The R9000 is connected to the modem (and internet). It is simply not sending anything out. It is like a black hole the internet goes into, but never comes out. On the front of the R9000, the left two lights are on - Power and Internet. On the right side, the WiFI light is on. No other lights are on....in particular I am looking for the 2.4 or 5ghz lights to be on, but they are dead. The internet light does flash on/off in an irregular manner though it is mostly 'on'. I tried using a different ethernet cable to connect the modem to the router, still no luck.
I do not know what firmware it has other than it is what it came with on Oct 2019.
Does the SB8200 have anything else plugged into it? it has 2 ethernet ports but most ISP's only allow 1 to be used unless you're using port aggregation. If you're using port aggregation, I'd recommend disabling it.
When you reset, did you push and hold reset for 7-15 seconds?
What color is the power led?
Are you able to connect a pc to it via ethernet and get an ip address or ping the router?
CG8349 wrote:The router has power and shows it's connected to the modem, but won't 'send' anything out.
Any other LED indications on the long line of LEDs on the fine router?
CG8349 wrote:Neither wireless nor ethernet ports work.
Whatever "work" is - allowing to reach the Internet? Connect a computer to a LAN port making the LAN LED number x light where one could try to open the router Web UI? Wireless visible on air or not? WiFi LED for 2.4 GHz and 5 GHz on air?
CG8349 wrote:I tried downloading the firmare update in hopes it would help but the firmware update ZIP file says 'disc corrupted' and it won't work, either.
The times of click the file and run something out of a ZIP archive are long times gone - this was a popular way to spread malware. The firmware image is named .img - this does not mean it's a whatever disk image you can open on your computer - nothing corrupted there. This is the file to upload using the router Web UI.
You can also try a factory reset by -> https://kb.netgear.com/9665/How-do-I-perform-a-factory-reset-on-my-NETGEAR-router and reconfigure the router from scratch.
Should the device proof to be broken, head to https://my.netgear.com/ ... Login if required ... My Support -> [Contact Support] -> Replace my defective product
