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kkc2020's avatar
kkc2020
Guide
Jul 01, 2020

nighthawk ax4 (RAX35) drops connection. multiple calls to 'tech support' yield nothing

i set up the nighthawk nightgear ax4 rax35 router several weeks ago. when it works it works very well, but it drops connection multiple times a day. i've literally wasted days on the phone with netge...
ncdancer's avatar
ncdancer
Guide
Jul 01, 2020

kkc2020

 

I had all the same problems as you. My last resort was to reset the router back to factory settings.

 

Today was the third day without problems, I have named all my devices and chosen icons to attach and so far so good. It appears that some of the icons don't transfer to the app on my phone but all the names show up correctly. I have 4 wired connections and 9 wireless.

 

I would suggest try running the router in the default mode and add you special configs one at a time to see which one breaks it.

 

Hope this helps.

  • kkc2020's avatar
    kkc2020
    Guide
    Jul 08, 2020

    thank you. sorry to be so uninformed, but what do you mean by "special configuratons", and icons? i haven't done anything complicated i just set it up and re-named the networks. i do have it updated to the latest firmware. how would i downgrade it to a lesser firmware? 

    • jreddout's avatar
      jreddout
      Tutor
      Aug 12, 2020

      Same issues here. I am on my 3rd new unit. Very frustrated here! We should not have to reset/reboot our routers everyday. RIDICULOUS!

      • kkc2020's avatar
        kkc2020
        Guide
        Aug 21, 2020

        i have been having the same problem since early june. i'm on my 2nd device. i've gone through dozens of calls, the longest of which, lasted longer than 5 hours, with the hold time and the transfers to wrong departments. 

        today i spoke with a level 2 tech who had me update to a new beta firmware that is supposed to fix things. factory re-set the router, installed the beta firmware, and less than 2 hours later i lost connection again. the agent gave me a 'backdoor number' to level 2 techs, which is 24hrs. i have not been on hold for an hour and 28 minutes. i was told to download some logs before i rebooted the modem, to help the trouble shooting in the case that it disconnects, but it seems i cannot do that, as i could access the router, since it was not online.  now i am on hold, over an hour and a half, in pergatory, waiting to speak to yet another tech. i wish i had returned this device when it was still eligible for return.

         

        has anyone had Lasting success? we have tried some things that work for a few days, or a week, but inevitiably the disconnects start and then become increasingly frequent.