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Forum Discussion
Inconsistent and high Ping
I bought the RAXE500 router and for some reason I have very high and inconsistent ping and slower speeds. I was using an older Nighthawk router before (RAX50) and this never happened. I decided to swap back to the old RAX50 router to see if the ping and speed issues are from ISP but no. it seems like the RAXE500 is the problem. Does anyone have a solution for this? I contacted support but they said i need to pay 160 dollars for the support team to help me.
9 Replies
Tonymontanaalb wrote:
Does anyone have a solution for this? I contacted support but they said i need to pay 160 dollars for the support team to help me.
If this is a new router, you have 90 days of free support,
If you rang a number you found with a Google search, there is a high chance that the number has nothing to do with Netgear.
How do I identify an official NETGEAR website or social media account? - NETGEAR Support
160 dollars was for 2 years of premium support. what's the cheapest plan I need for their support team to help? I feel like i wasted money on this router and I'm not even using it because of these issues. I don't even understand why we have to pay extra for this. It's obviously the routers issue.
Tonymontanaalb wrote:
160 dollars was for 2 years of premium support.
Doesn't look like Netgear.
NETGEAR ProSupport for Home | NETGEAR
How do I identify an official NETGEAR website or social media account? - NETGEAR Support
None of netgears support plans are that price.
https://www.netgear.com/home/services/prosupport/
I'm betting you googled for a number like michaelkenward says and got a scam site. they're great at popping up and ruining peoples day.
Couple questions about your setup.
1. what modem/gateway is the RAXE connected to?
2. what firmware are you on?
3. what device has the high ping? All of them? Wired? Wireless?
4. What speeds/ping were you getting before and getting now?5. are you using any parent controls, access control, traffic monitoring, qos? They all have to do packet inspection and can cause increased pings
6. If this is new and went through the firmware upgrade process, try a factory reset. after the reset, connect it back and only change what you need to get online and the ssid. Then test its speeds/ping
1. what modem/gateway is the RAXE connected to? BGW 320
2. what firmware are you on? 1.2.13.100
3. what device has the high ping? All of them? Wired? Wireless? All devices. I have my main PC that's wired, and I have tried my cell on all 3 bands. same issues.
4. What speeds/ping were you getting before and getting now? When I pinged googles DNS, i was getting a straight constant 5 ping with the old rax50. I tested with the RAXE500 and the ping starts at like 20 goes to 12, 17, 27, 30 every tick. Ive swapped the 2 routers back and forth for testing5. are you using any parent controls, access control, traffic monitoring, qos? They all have to do packet inspection and can cause increased pings No qos on either router, no parental control or anything else. both routers were tested with factory settings.
6. If this is new and went through the firmware upgrade process, try a factory reset. after the reset, connect it back and only change what you need to get online and the ssid. The ssid was the only thing i have changed on the 2 factory reset routers.
Tonymontanaalb wrote:
1. what modem/gateway is the RAXE connected to? BGW 320
That looks like an ONT with a built in router.
Two routers on your network can cause headaches. For example, you can end up with local problems with address on your network. Among other things, the other router can misdirect traffic to addresses that the Netgear router usually handles, such as routerlogin.net or the usual default IP address for a router, 192.168.1.1.
This explains some of the other drawbacks.
What is Double NAT? | Answer | NETGEAR Support
Unless you have specific reasons for using two routers – to create two separate networks for example – it is often easier to use just one router and then to set up the second router as a wifi access point (AP) with a wired connection to the main router. Netgear advises this, as does just about every site you will visit.
