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Forum Discussion
XR500 still slow laggy and now discovered service is dropping on the router
Hello,
This is the second time did I have written in about this service issue. the first time I wrote in it was for the speeds being slow randomly slowing down hi this time I'm noticing service drops and I'm doing a little bit more investigating on my side the original issue was never resolved I don't remember exactly how it ended but it wasn't resolved. I was able to locate my old email regarding the same issue it was back in October of 2021 with no resolution found and conclusion was I was going to download the new Duma OS 3.0 firmware update which did not resolve any issues.
before hardline connect to modemafter router reconnected. I have now isolated the issue to the XR500 router and not anything to do with signal cables or the modem which is a CM1000 I bypassed the router hard line computer straight into the modem performed a consistent ping test for over an hour with not one signal drop at all. Change Ethernet cables from the cable going from the modem to the router with a brand new cable made the connections back reset everything and still getting the same signal drop. Running a consistent ping test it's dropping about every two to five minutes for one reply or request it will Time out. I can't seem to find a consistent pattern or a time exactly, it is random but it is consistently random. it's causing massive issues being that I work from home I'm on a lot of video calls all day and when this happens it freezes and locks my video calls most of the time disconnecting my call and I'll have to call back in reconnect all that fun stuff that is never fun during company calls. I'd like to know what we can do to get this fixed. I'm not sure what kind of warranty came with this. I went to the main web page it said that my registered products do not have any warranty although I just bought them in June so I guess they don't even have a one year warranty I guess. I'm anyways a little frustrated but also very open minded to know see what you guys can do help me out with this issue but I need to get this resolved this time please I have screenshots of the consistent ping test with the signal drops I have all that if needed hum I have everything here in front of me whenever somebody can get back to me and let me know what we can do to try to get this result I appreciate your time let me know thank you
Aaron Lough
25 Replies
- Are you using WiFi or ethernet when you encounter these issues/test? What QoS settings are you using currently? When did the drops start, after changing firmware, settings etc?
Hey thanks for the quick response on this one wasn't expecting that quick but yeah thank you. yeah so to address your questions Here is happening both on Wi-Fi and a hard line connection I'm I had signal checked from my ISP signal's good when I bypass the router and hard line straight into the CM 1000 modem all issues are resolved no drops monitored for close to two hours with no packet loss snowdrops nothing absolutely perfect put back into the router reset everything and right back to the same behavior I'm dropping on both Wi-Fi. As far as the QoS settings they were pretty standard I wanna say 75 or 80% on the two slide bars for download and upload set to auto I'm just the basic stuff in the demo software as far as theenable and the bandwidth allocation was ah no ah changed it was all even sorry I did a factory reset on my router last night so my settings aren't the same as they were I had figured at this point it's not gonna hurt anything to try something you know. I believe these drops had started prior to the new software or firmware I think this was the same Issues that you and I talked about back in October but I was unable to dig further into it as I did this time I also wasn't making as many zoom calls. I don't believe back then I was seeing as dramatic as a service drop as I am now while I'm on the zoom calls for work. as far as settings I haven't really messed with much i'm just the basic stuff in the duma software as far The geofencing feature but pretty general too I think like 1000 miles or 500 miles or something like that is what I had said that on but I didn't really know much about anything else so I didn't change anything of course I'm just how it was set up when uh when the original install happened but I mean I hope this is it because I've been having so many just issues as far as how to reset the router to get signal back and I think this is it I'm confident that this is probably what was going on I hope so 'cause I've I've never had a a modem that I think I've had to reset more than this but like I said I'm I'm hoping we can get an issue resolved with this time I think maybe knowing more about it this time it will be helpful but I'll be around all day I don't know what your day is like but I'll be hang out I appreciate you getting back to me let me know what I can do .
Thanks Aaron
- You're welcome! First thing I would suggest is disable QoS completely from the Congestion Control menu, QoS can drop packets if it deems it necessary so try that and see if you still get the drops.
