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XR500 Wireless Constantly Slows/Disconnects
I just recently replaced my Aeris DOCSIS 3.0 Modem and Asus AC66RU Router with a Netgear CM1000 and XR500 when I upgraded to Xfinity Gigabit, and so far it has been a nightmare.
Wired works fin...
Netduma-Fraser wrote:
Very sorry to hear that. I'm hoping this downtime has not affected too many people and hopefully was just a one off. I hope that you will consider the router again in future.I hope for other people's sake it was just me, but it sounds like the system isn't passing RMA information to the warehouse at all...so I am assuming this has to be affecting more than just me. The L2 Support agent "Oliver" I spoke with Saturday still has not contacted me. I spent 2.5 hours waiting on the phone yesterday and being put on 20+ min holds constantly by support while they "looked into stuff" to walk away with the same Oliver will get back to you response. That they can't do anything on their end other than email the warehouse.
I took my XR500 back today since Best Buy had one AC3100 left. It took less time to set it up than to write this post, but the biggest fact is it works. I am capping out at around 967Mpbs compared to the 985Mpbs I was seeing on the XR500, and the interface is dated but gets the job done -- but it works which is something my XR500 never did.
Thank you for your help Fraser. Maybe NetDuma will make its ways to Asus someday?
As suggested before, recommend calling the support number. WiFi is Netgear's domain so if anyone can resolve that issue it will be them.
Netgear phone support is a joke. After taking the time to register device, create a support ticket, wait for over an hour even with priority queue....I get told the nighthalk divison is busy and will call me back. I get a call back to their credit within 15min...and its some tier 1 support asking me have I tried power cycling the router. What a joke. I attached detailed info including this thread to the ticket and have now explained my issue to 2 different people. Now I am on hold waiting for a 3rd person who I am sure is going to tell me to power cycle my router again.
I guess lucky for them I am home for the night and don't feel like heading out to Best Buy. First thing tomorrow this router is going back.
*EDIT*
The RMA process is a joke as well. I have to pay to send my own router back first and then wait till mine is received, processed, and then ground ship a replacement (easily could be a 7+ days process). For a $300 router that is less than week old from purchase date and was busted out of the box. Else I can pay $30 to have them 2 day me a replacement first (if it is in stock and no guarantee its new might be refurb) and then send mine back. If the replacement is busted I can't return it to best buy and again I am stuck either waiting 7+ days or paying $30 over and over till they RMA a winner to me. Anyone else reading avoid Netgear like the plague.
Lol on top of this RMA system went down after they billed me but before I got confirmation. Broken HTML tags on their RMA site cut off description of RMA shipping type. Confirmation emails never arrived. In the middle of finally talking to an RMA agent another tier 1 support agent calls me. What the hell is going on at their call center?
- Thanks for bringing it to my attention, I will bring this up at a meeting I have with them today.
Hello Swordid
Send me a PM with your case and RMA number if you have them and I can look into what is happening.
DarrenM
- K will pm the case number. Which I only have from the email when I created it since support cases aren't displaying under my account on the website.
I don't have my RMA number on me it is written down at home. I still have yet to receive any confirmation email or tracking info for my RMA. But they made sure to bill my card right away. I'm having the same issue. I paid for next business day shipping, they billed my card right away, but I never received an email confirmation.
If anyone is seeing this issue please contact support directly and they will be able to sort this out.
http://www.netgear.com/support/contact.aspx
DarrenM
Well so glad I paid the $29.60 so I could not receive it after 2 days. I understand being after the cutoff so it wouldn't ship out wed, but I expected it to ship yesterday. I made sure not once but twice to verify with the agent that new XR500s were available to fill RMAs at the warehouse and was told both times that it would ship it tomorrow (thursday).
While DarrenM and Fraser have been responsive, I have yet to receive any communication from whoever DarrenM supposedly passed my CR and RMA number and case info to. I have yet to receive any notification my RMA has been shipped or even processed beyond the fact I was charged $29.60. And since the support case page is confirmed as broken under my account I can't even check the status there. I expect this from Comcast...but shockingly they have been the easier vendor to work with in verifying my modem wasn't an issue in this whole mess.
I am done though. At this point I want a refund for my RMA fee since it was pointless to pay $30 for overnight shipping if they can't process the order in the time frame they claim they can, and I want to finally get some communication about my actual RMA status. It has been almost exactly 48hrs since I paid for this RMA. If at 8am Central (A full 61 hours since I paid) I do not have this I am simply calling amex to flag the transaction, returning the router to best buy, and filing a complaint with BBB. I know it will literally do nothing but this thread might just stop one person from having to deal with this terrible netgear support....and that in itself is worth it to me.
- Send me your case number and I can follow up with someone at Netgear, sorry you're having this issue.
Netduma-Fraser wrote:
Send me your case number and I can follow up with someone at Netgear, sorry you're having this issue.I feel bad since not really your department. In another "can't believe this is real" twist I received a phone call this morning from Netgear as a followup to my advanced RMA to see if the new one fixed my problem. When I informed them not only have I not received the replacement, I have received no tracking information yet alone even confirmation it has even been processed. They tried to verify it has been processed, got quiet for a minute, blamed a system merger on making it hard to tell and then told me they would get back to me. The exact same thing I heard June 12th when I completed my RMA process and recieved no follup confirmation/tracking.
At this point I have reached out on this forum, both you and DarrenM have reach out to others on my behalf, the phone service has alledgedly reached out to the warehouse, and after my intial best buy review someone from Netgear responded asking me to reach out to netgearteam@netgear email. And going on 3 days later I have nothing except a charge to my credit card and a broken router.
I have the router boxed up and taking it with me to work as I am quickly approaching the end of my return window for Best Buy. I am also boxing up my Netgear CM1000 modem. It has worked great but dealing with their customer support has just soured me. I will give them till end of the day since your going to try and shake some branches Fraser, but if I don't have a tracking number of the replacement and a refund to the scam of an RMA fee then I am just going to return both and get an Arris SB8200 and an Asus 1900P and call it a day.
- I've contacted one of the higher ups with your details and asked them to arrange a call back with a proper update, hopefully they do so in order for you to still stick with the XR500 for your setup.
- The XR500 can handle QoS at gigabit speeds so there is no need to disable the QoS. Not sure where you've got that information from.
The QoS is far superior to any other router so saying if you're not a serious gamer you should return it is bad advice as it vastly improves the home network for even non gamers.
DumaOS was built from scratch with usability in mind, it is actually a lot less complex than the original Netgear software with tours and help icons for every feature on the router.
Netduma-Fraser wrote:
The XR500 can handle QoS at gigabit speeds so there is no need to disable the QoS. Not sure where you've got that information from.
The QoS is far superior to any other router so saying if you're not a serious gamer you should return it is bad advice as it vastly improves the home network for even non gamers.
DumaOS was built from scratch with usability in mind, it is actually a lot less complex than the original Netgear software with tours and help icons for every feature on the router.yeah I never had any issues with the QoS not being able to handle gigabit speeds with multiple wired devices....ofc I can't vouch for WiFi since it never worked. Well I came home from work and A) no new router at the door and B) yet to receive any communication from anybody as to its status. I find it hilarious I received a call this morning as a follow up to how my "new" router was doing. Even the support staff can't seem to figure out their system issues. Just going to return the XR500 and my CM1000 at this point. $600 waste of time and money dealing with Netgear.
QoS placebo conversation aside, the Wifi doesn't work on both 2.4 AND 5 ghz. No combo of settings/firmware/resets produced a workable connection and it was accepted by both myself and netgear that the wifi radio or some other hardware component associated with the wireless was bad and just needed to be replaced. I am beyond troubleshooting the router at this point, it was defective. And once I get a different brand (prob Asus 1900P) tomorrow I will see how QoS impacts, but likely just leave it off.
Ok, sorry to hear of the hardware problems. If you do go for a full replacement let us know and we can help you here.
Netduma_Jack wrote:
Ok, sorry to hear of the hardware problems. If you do go for a full replacement let us know and we can help you here.
....Is this a serious reply? As in you read the whole thread and saw I am on Day 4 of trying to find out about the status of a next day RMA a paid extra for and still have yet to receive even a status update on yet alone the actual router, and thought what he needs is reassurance you all can help me configure my nonexistent replacement whenever it actually shows up?
I am hoping you just sklipped to the last few posts and didn't realize what I have been dealing with between the actual router issues and now netgear customer support.
- I have got a reply back, L2 support team is working with you and the RMA center to have the RMA processed. They've recently switched to a new support tracking system and are experiencing some issues with the RMA system which is being rectified as we speak. Hence the delay.
Netduma-Fraser wrote:
I have got a reply back, L2 support team is working with you and the RMA center to have the RMA processed. They've recently switched to a new support tracking system and are experiencing some issues with the RMA system which is being rectified as we speak. Hence the delay.Unfortunately I have to return my XR500 and CM1000 by Thursday or else I am stuck with them. I was supposedly called by an L2 on Saturday telling me I would receive an update Monday (today) I say "supposedly" because they had no real idea about my case, got the RMA type and amount wrong, could only assure me it was being "looked into" the same thing I have heard for almost a week now though this time they also offered up they would also "look into" refunding my RMA processing fee.
Fast forward to now and Monday is basically over and neither a call nor email. I find it even funnier that Netgear took only a few hours to respond to my Best Buy review...but has not replied back to my follow up email after days. I expressed understanding in the system issues to the L2 and agreed to not return my router/modem Saturday since I would be receiving info on Monday. That being said I made him aware of my quickly approaching return cutoff and that I could not push it back or wait for them to "look into it" past that.I just don't know how a core component of a customer impacting system can be down for over a week and there has been no apparent effort to work around the system to keep customer's taken care of when the outage became long term. Half the support reps aren't even aware of their own outage until they run into the issue, then again customers would likely just return their products right away if they knew an RMA wasn't likely to process without a huge headache or waiting over a week. So probably better for Netgear their support reps can't warn you of it beforehand.
I am just going to order an Asus AC3100 and new Aeris modem from Amazon in a few hours and then actually go return my CM1000 and XR500 tomorrow afternoon. Mostly I am just disappointed in myself for not following through with the return on Saturday knowing Monday wouldn't be any different.
- Very sorry to hear that. I'm hoping this downtime has not affected too many people and hopefully was just a one off. I hope that you will consider the router again in future.
Netduma-Fraser wrote:
Very sorry to hear that. I'm hoping this downtime has not affected too many people and hopefully was just a one off. I hope that you will consider the router again in future.I hope for other people's sake it was just me, but it sounds like the system isn't passing RMA information to the warehouse at all...so I am assuming this has to be affecting more than just me. The L2 Support agent "Oliver" I spoke with Saturday still has not contacted me. I spent 2.5 hours waiting on the phone yesterday and being put on 20+ min holds constantly by support while they "looked into stuff" to walk away with the same Oliver will get back to you response. That they can't do anything on their end other than email the warehouse.
I took my XR500 back today since Best Buy had one AC3100 left. It took less time to set it up than to write this post, but the biggest fact is it works. I am capping out at around 967Mpbs compared to the 985Mpbs I was seeing on the XR500, and the interface is dated but gets the job done -- but it works which is something my XR500 never did.
Thank you for your help Fraser. Maybe NetDuma will make its ways to Asus someday?
- Thanks for all the information. I will bring this up to Netgear senior management today in order to ensure this doesn't happen again and hopefully the longer it's available and the more features/fixes we add you'll consider coming back.
Sigh returned the XR500, told them to cancel RMA, got my 30 refunded for RMA fee....and week later I get an email that they just shipped me the replacement XR500. I told customer support if they shipped one I was keeping it as a gift at this point that I had returned my XR500 and was cancelling the RMA since it had not processed. Guess the system was still down and no one made a note bravo.
My 4 hour old XR500 is constantly disconnecting from wifi! I have turned off the smart settings and it contuines to disconnect from wifi. What is the solution to this issue from Netgear and Duma? Before I start posting reviews
- Is it just WiFi or wired connections also? Is it all devices or only specific ones? I've sent you a PM with a firmware that may resolve the issue.
Thank you Fraser. It looks like it is all my wifi devices I have the firmware you sent and will try now.
No luck I have tried the firmware,turned off smart setting and renamed network ssid. All wireless devices are disconnecting. I thought there was some diconnection infromation in the log but as it turns out it was devices from previous setup trying to connect. The log has no disconnection information visable. My nest E requires a stable connection please advise asap.
- The next step would be to contact Netgear 24/7 support as they should be able to help further as potentially a hardware issue: http://support.netgear.com/
