NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
XR500 disconnect issuse
Since I have purchased my XR500 it disconnects between 5-20 times daily on both wi-fi and ethernet connections. From reading the forums and dealing with Netgear's terrible customer service this sounds like a very common problem with no real solid answer on a fix. When connected directly into my modem with either my computer or xbox one I do not experience any issues. I have reset my modem and router countless times, changed all ethernet cable connecting everything multiple times with new cat6 cables, factory reset the router, re-setup the router, downgraded firmware from current (. 40) to.32, and.22, with no changes.I have had 2 "appointments" with Netgear senior techs where they never called on a pre selected date and time. (took off work both times to try to fix this issue) After calling them for the 7th time and being on hold for 25 minutes the senior tech had me change my wifi channels, mtu size,and lower my speed on wifi channels, and advised me to "keep playing with the wi-fi channels". Every time you call they make sure to remind you that your complimentary service is expiring and so is your warranty........ what a joke. My $60 router I had before this did not have any of these issues, while this $290 paper weight has been lack luster at best.
Now I'm not the most knowledgeable person on this subject at all, but from looking at the logs these issues seem to happen every time a DHCP lease allocation happens. I'm hoping someone on here is more knowledgeable and can point me in the right direction of a fix. Or at least make a recommendation on a router with a reliable connection, good wifi range, and can handle 400mb/s with room to grow for more speed down the line.
Thank you in advance for your time.
27 Replies
What is the Mfr and model# of the ISP modem the NG router is connected too?
What channels are you using?
Any Wifi Neighbors near by? If so, how many?Is Smart Connect, Beamforming, and MIMO enabled?
What devices do you have connected to the router, both wired and wireless?
Have your tried a FW file reload then factory ERASE and setup from scratch?
You might try loading Firmware Version 2.0.0.28, then reset and setup from scratch.
Also after setting from from scratch, change the default IP address pool to 192.168.1.100 thru 192.168.1.200.
ulcerz wrote:
Since I have purchased my XR500 it disconnects between 5-20 times daily on both wi-fi and ethernet connections. From reading the forums and dealing with Netgear's terrible customer service this sounds like a very common problem with no real solid answer on a fix. When connected directly into my modem with either my computer or xbox one I do not experience any issues. I have reset my modem and router countless times, changed all ethernet cable connecting everything multiple times with new cat6 cables, factory reset the router, re-setup the router, downgraded firmware from current (. 40) to.32, and.22, with no changes.I have had 2 "appointments" with Netgear senior techs where they never called on a pre selected date and time. (took off work both times to try to fix this issue) After calling them for the 7th time and being on hold for 25 minutes the senior tech had me change my wifi channels, mtu size,and lower my speed on wifi channels, and advised me to "keep playing with the wi-fi channels". Every time you call they make sure to remind you that your complimentary service is expiring and so is your warranty........ what a joke. My $60 router I had before this did not have any of these issues, while this $290 paper weight has been lack luster at best.
Now I'm not the most knowledgeable person on this subject at all, but from looking at the logs these issues seem to happen every time a DHCP lease allocation happens. I'm hoping someone on here is more knowledgeable and can point me in the right direction of a fix. Or at least make a recommendation on a router with a reliable connection, good wifi range, and can handle 400mb/s with room to grow for more speed down the line.
Thank you in advance for your time.
The modem is a Hitron Technologies E31N2V1 that I have to use provided by my internet provider. currently using auto on 2.4GHz, and 153 on 5GHz. I had tried 3 different channels on each band, at the suggestion of the senior tech but with no success i had them written down but threw away the paper with the numbers on it. I think they were 1,3,10 and 161, 157, 153 maybe. As for neighboring wifi I don't have any that show up other than mine. Smart connect, beamforming and mu-mimo are enabled currently. Wired connections are a computer and xbox one, wireless connections are 3 smart tv's, another xbox one and at times 2 phones.
And yes each time i updated or downgraded the firmware i believe I have factory erased (hold reset button for 60 seconds?) and then setup from scratch. I will try 2.0.0.28, reset and setup and try changing the ip pool and let you know how I make out. Thank you for the help.
- I would also suggest that you set static IPs for the router itself (WAN in Internet Setup) and for your LAN devices. If DHCP either on the router or the Hitron is the issue then that should help.
- I am no expert on routers.
Just a couple things to think about.
Have you had your ISP tech come out to verify that your service coming into the home isn't generating errors?
I know you said you don't drop when connected to the modem, however the modem is more resilient than the router when handling errors.
There are a number of things that could affect your service like a simple bad bond at the side of your home and right now you are troubleshooting from the very end.
P.S. over the phone ISP techs is a waste of time. You need boots on the ground to really make sure their service is spot on.I have been home for about an hour and have restarted the wired devices that I reserved ip's for and restarted the router as soon as I walked into my house. I have already disconnected once about 6 minutes ago. I have had my isp out to my house once already and they said everything looked good on their end. Just really not sure where to go from here.
- Did you set a static IP for the WAN as well?
