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Alphapenguin's avatar
Alphapenguin
Follower
Jun 14, 2020

Nighthawk X6S R8000P won't connect to internet

Bought and installed on 27 May 2020 to replace my Spectrum router. I had no problem installing it and and it linked with Spectrum modem with no issues. My iMac desktop is on the ethernet cable from the modem through the router, and my T-Mobile mini cell tower, Canon printer, Amazon Echo Show and macbook pro are on wifi.

 

Today I lost all internet connection on the router. It poweres up, all the LEDs illuminate properly, but no signal, wifi or ethernet cable. The only reason I'm online right now is because I disconnected the ethernet cable from the Spectrum modem to the router and plugged it directly into my iMac.

 

This router is only two weeks old. Twice this evening I contacted Netgear customer support, talked to a screener who promised to connect me to a technician, and then lost the connection. Even though they have my phone number, they've not contacted me to resume the conversation. Twice.

 

So my problem is twofold. What can I do to make this router connect to the internet again? And why should I evern bother oif the best I can expect from customer support is a hangup? I've read some horror stories about Netgear reliability and customer support issues.

 

I'm a day trader. Have been for years. I bought this router to take advantage of the new Spectrum gigabyte speed. I stood to lose thousands in a transaction if I had lost the connection yesterday. I can't afford that.

 

I've alrady done all of the usual disconnect/reconnect/reboot/check cable steps on modem and router.

1 Reply

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  • michaelkenward's avatar
    michaelkenward
    Guru
    Jun 14, 2020

    What firmware version do you have on the device?

    A number is more useful than "the latest". (It may not be by the time people read this.) There can also be newer versions, or "hot fixes", that do not show up if you check for new firmware in the browser interface.

    It might also help if you told people what the modem is in front of this router. The model number could be useful. Is it, by any chance, also a router, with a set of LAN ports on the back?

    The reason for asking is that a lot of people turn up here trying to put a router behind a modem that is also a router. That can complicate troubleshooting.

    Remember, when restarting things, you have to get the order right.


    Be sure to restart your network in this sequence:

    • Turn off and unplug modem.
    • Turn off router and computers.
    • Plug in and turn on modem. Wait 2 minutes for it to connect.
    • Turn on the router and wait 2 minutes for it connect.
    • Turn on computers and rest of network.