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Forum Discussion

Santamaria789's avatar
Santamaria789
Guide
Apr 23, 2020

XR500 dropping internet

Hello, earlier today my internet dropped. I rebooted my router and modem which fixed the problem for a few hours. Internet dropped again but I get access if I hook up directly to my modem so my router must be at fault. I’ve had this router about 4 days. Any help would be appreciated.

8 Replies

  • plemans's avatar
    plemans
    Guru - Experienced User
    Apr 23, 2020

    Firmware on the router?

    What modem are you connected to? 

    • Santamaria789's avatar
      Santamaria789
      Guide
      Apr 23, 2020
      I’m running the latest firmware, at least that’s what the router says when I do a search. I’m at work now and can’t check the version. My modem is an Arris SB6141. I did a factory reset last night and that fixed it but I feel like that might be a bandaid fix. From what I can see in older posts, this has been an issue with past firmwares and should have been resolved.
      • plemans's avatar
        plemans
        Guru - Experienced User
        Apr 23, 2020
        Santamaria789 wrote:
        I’m running the latest firmware, at least that’s what the router says when I do a search. I’m at work now and can’t check the version. My modem is an Arris SB6141. I did a factory reset last night and that fixed it but I feel like that might be a bandaid fix. From what I can see in older posts, this has been an issue with past firmwares and should have been resolved.

        here's the issue with this. This is the community support forum. Its where people come with issues. You don't see the millions of devices that work fine. You only see the ones with issues. Its the same reason doctors/nurses get jaded and think everyone's sick. Its because that's all they see. 

        If the reset doesn't fix it, I'd recommend re-installing the firmware. Potentially it was corrupt. Or the reason a reset fixed it is because if the firmware changes enough, an old setting could cause issues. its why after a firmware upgrade, its always the first step we recommend if there's issues. And if you bought a new device, it probably didn't ship with the most recent firmware so probably updated itself.