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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, n...
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?
The lights on front are all white.
Nothing else is connected to the modem.
I did the reset button for 7-15 seconds and it did not work. I then held it down for about 2 minutes and it allowed me to finally get enough signal out that I could connect to the Netgear site to do the firmware update. It lost connection about 8 times during this and I had to keep starting over but eventually it was able to complete the update.
It now seems to be working properly. I bought a TP-Link router I'm going to keep on hand as a backup just in case....this outage consumed about 5 hours of my life that I don't want to go through again!
Thank you all for your assistance, I appreciate your time and effort.