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newmanme2's avatar
newmanme2
Guide
Jun 11, 2021

RAXE500 Constant Internet drops requiring reboots

Hello Everyone,

I took a leap of faith and ordered the brand new RAXE500 AXE11000 because I am a long time loyal Netgear cusatomer.

 

For two days now I have to reboot the router at least once an hour to maintain internet conectivity. This is absolutely rediculous!

 

Your support page has been down for at least the past two days so I cannot get any help!!!

 

My unit has the latest firmware, I have disabled DHCP and have manuall added all my devices with MAC and Static IPs. It took 15 minutes for the Router to lose internet connection AGAIN!!!

 

I am a 20+ year IT professional, Network engineering and Network Administration. I am an associate Dean for the School of Technology and I teach high level networking courses. So, if I am experiencing these issues and cannot figure out what is going on, then you have doomed your normal customers. And, without an immediete fix you are going to lose an incredible amount of customers, including me.

 

So, since techsupport seems to be on vacation, YOU NEED TO STEP UP YOUR GAME ASAP!

 

I need help, I need it now, and if I do not get it today, you do not want to see the reviews I am going to give you on Amazon and every other posting I can find out there warning people to STAY AWAY!

 

Thanks

Matt

24 Replies

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  • plemans's avatar
    plemans
    Guru
    Jun 11, 2021

    a couple things. 

    1. we're not netgear. we're the community support forum where members of the public try to help out. threatening bad reviews/other things isn't going to improve your help on here. it just makes us less likely to help since we're doing this in our free time. Just something to keep in mind.

    2. What firmware is on the RAXE500?

    3. What modem/gateway is it connected to?

    4. what symptoms are you getting? Your decription says you have to reboot it. But whats actually happening? Are devices staying connected to the router but saying "connected, no internet". Does the wifi stop broadcasting entirely, does wired devices and wireless stop working? what is actually happening. A description helps 

    5. I'd keep trying to contact support as well. You might indeed have a bad device. It does happen and the 6E devices are as new as they come. Potentially a mod can help as they've been pretty responsive with the new 6E device. Christian_R 

    • newmanme2's avatar
      newmanme2
      Guide
      Jun 11, 2021

      Thank you for rersponding.

       

      My apologies as I thought this was a part of the Netgear support team.

       

      - Router - RAXE500 - AXE11000

      - Firmware - V1.0.5.62_2.0.35

      - ISP Modem - AT&T 5268AC

       

      - The description of the problem: The internet drops every 15 minutes or so.

      - WiFi continues to broadcast, just connected without internet notice

       

      NOTE: I found an online article that said turning off the /Advanced Setup/"Traffic Meter". I had turned off the Traffic Meter and DHCP, and my connection solid on for over an hour. I have just turned DHCP back on and will be monitoring for a while to see if the problem is soley with a bug in the "Traffic Monitor"

       

      Again, I apologize for lashing out here. I can't believe I purchased the most expensive new home router from Netgear and this is what I got, and most importantly Netgears support is not reachable. I am sure all of you are here to help and I promise to save my furry for the Netgear Support Team :)

       

      Thanks

      Matt