XR500 drops internet

So the V2.3.2.32 firmware works fine for the most part, but I'm still getting random disconnects... However, the router does reconnect itself now, vs. before when I would have to reboot the router manually to get it to reconnect. So I guess the problem is more of random internet dropouts. This is much better than before, except I have the A7000 USB wifi adapter and for some reason every time this happens it won't reconnect to my network automatically, and my network disappears from the list of available networks in Windows 10 so I have to open the old adapters settings page and disable then enable the adapter to get it to reconnect. Any suggestions?

Hi Clint - when these drop outs happen, is it on all devices? And can you connect through your modem? That's the best way to figure out if it's an overall line drop or just isolated to the XR500.

Not sure on the adapter, is there a support page for it?

Yes, the drop is on all devices. It's only for a few minutes but next time it happens I'll try to connect to the modem real quick and check. I'll try the A7000 issue in another thread. Thanks.

It dropped out earlier this evening for about 2 minutes. I was able to verify that all cable modem LED's were lit indicating there wasn't an ISP dropout.

Clintb12

Does your cable modem have an Intel Puma 6 or 7 chipset? There are many that do. Reason for the question being I was getting the same exact symptoms as you, as discussed in Message 6 of 7 in following thread (mistitled, because it wasn't the XR500's fault). Message 6, here, was the solution for me:

https://community.netgear.com/t5/Nighthawk-Pro-Gaming-Routers/XR500-Causing-Latency-amp-Packet-Loss/td-p/1644490

Keep in mind the first image was from merely pinging the cable modem. This wreaked utter havoc on the XR500, cause packet loss and worse when pinging, say, Google.

Please note: Message is not marked as solution, because I encountered some sort of error while editing the original solution message, which somehow deleted the message; same basic post though.

Thank you for pointing this out. I do have the CM700 which has the Puma 6 chipset... The only solution is to get a new modem? I just bought this modem mid-July, so I hope there is a better solution but I read somewhere that it can't be fixed through firmware...

Clintb12 :

It's been 2 years since this issue first came to light, and the best Intel has been able to do is mitigate the issue somewhat through firmware updates (badmodems.com is a website entirely devoted to this issue, lots of info there).

The Netgear CM700 has the bad, Intel Puma chipset. The Netgear CM600 does not (Broadcom-based).

I recommend calling your ISP to find out what modems they allow (since you will have to call them to activate whatever modem you buy). My ISP (Spectrum) lists the modems they allow on their website. I bought a Netgear CM600 for $90, and it's been smooth sailing ever since.

Good luck in your search for a non-Intel-Puma-6/7-based modem. Please let me know how it turns out.

Clintb12 :

FYI, when I called Spectrum to activate the CM600, the tech on the phone and I had to wait a little between steps, so I told him about the issue. His response was, "you know, you're one of the few people to have figured that out."

I also already had a tech scheduled for a visit at the time I called. Didn't cancel the appointment, because I wanted to turn in the bad modem. When the tech arrived the next day, we chatted a bit. They're very aware of the issue, but the tech said their hands are tied. By whom I'm not sure (thinking upper-level management).

I can't believe they're still selling this model! You know I was going to buy the CM600 but the CM700 was on sale for the same price so I figured why not get an extra 8 DS channels for the same price? Little did I know... I just feel burned because I bought this router and modem less than 3 months ago. I'll keep you posted. I just feel lucky that you happened to see and respond to my message.

I did notice DoS attacks in my router logs. The issue with the Puma is that it makes it extra easy to take your modem offline with a DoS attack and the firmware updates disable the reset function of the modem?

I know, right. Your modem and many others are still being sold by the tens of thousands, and all these poor people like you (and me for over two years) not knowing wtf is going on. Much credit to Fraser though for pointing me in the right direction.

As for seeing your message, I'm watching this thread because there are bound to be many more until this issue is made well-known. I'm thankful too. All this time I've been wondering wtf when every so often, far too often, I would get no response upon clicking M1.

RE: DOS attacks. You'll still get those, but now that you mention it I'm getting them far less often, maybe because I got a new IP address along with the CM600 activation, and am thus no longer associated with a (obviously?) vulnerable device. Scary stuff.

Question - Is it safe to upgrade to the latest firmware or only use the one that was provided by Netduma-Fraser?

Still having issues with the internet dropping out and needing to restart about once a week.  We do have PS4's in rest mode; not sure why that would matter.  The last few times we've lost internet, it'll keep us connected to whatever game or stream we're watching but no new web pages, discord or anything else will work until the router is rebooted.  Pretty odd.