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Forum Discussion
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 ...
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
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
That gateway from att is a modem/router combo device.
Cascading router is a recipe for issues.
have you tried the RAXE in access point mode and disabling the wifi on the ATT device?
That prevents the double nat.
Good morning
It does appear that the ATT modem was causing issues. Was it the whole problem, I do not know.
I now have the RAXE500 in its final location behind an enterprise class firewall. I still have IPv6 off, I have no need for IPv6 in my network. And the traffic meter is turned off.
As for trying the unit in AP mode, that would be a waste of money for a full blown router. If I cannot successfully get this router to work as a router, then I will send it back as a very unhappy Netgear customer.
Right now the RAXE500 is behaving. Lets see what the next 24 hours bring. I will keep updating things here so others can look for information that might help them also.
I will say this, Netgear is lucky I am a loyal and well versed IT engineer as regular uses are not going to have the technical experience to fix these issues.
For the Netgear team is they are monitoring:
If anyone from Netgear is monitoring these chats, PLEASE FIX THESE ISSUES AND GET NEW FIRMWARE OUT! Relasing a new piece of equipment with issues like this does not say anything good about "your" loyalty to your customers. Your support link is still down after 5 days.
Thanks
Matt
More questions....
Do you have AT&T Fiber? That gateway is one of the fiber gateways although it's also old enough that it did service some DSL lines too.
Are you using the Pace's DMZ Plus mode to connect the RAXE500 to the gateway?
Did you disable the Wifi on the Pace, so just the RAXE500 is handling Wifi duties?
When the Wifi loses Internet connectivity, do you still have wired connectivity?
If you are on fiber, do you have an Internet-only account or do you have AT&T Uverse Phone or TV coming through the Pace?
SOmetimes the model number comes up and sometimes it does not??
I have a RAXE500 AXE11000
You may be onto something with the ATT equipment. While I was setting up the EAXE500 I was plugging it directly ionto my ATT Router. The ethernet connection was not dropping because I waas able to maintain pings to four external IP addresses. But, web pages were not loading. This indicated a DNS problem, but determining where it was happening at is a bit fristrating and I do not have the time to start doing packet captures.
So a short while ago I moved the RAXE500 off of the ATT Router and onto my firewall. Everything seems to be working perfect now. I have IPv6 and the Meter turned off.
I will let this run for a day or two to see if the problems come back or not and then update things here.
Oh, I turned on the HTTPS for the web interface to the router and now I am having problems getting the router admin page up? Any ideas?
Thanks
Matt
Hello TonyDi,
"Are you using the Pace's DMZ Plus mode to connect the RAXE500 to the gateway?"
- I am not familiar with the Pace DMZ?
- I am not going to setup my router on a DMZ, I loose security. SO no, I have not tried the Pace DMZ.
If you are calling the ATT ROuter the Pace, it's WiFi is shutdown as I do not use it.
I only use ATT for internet and nothing else.
"When the Wifi loses Internet connectivity, do you still have wired connectivity?"
- When the internet connectivity is lost, it is the DNS that appears to be the issue as I can maintain pings to external sites and start new pings. I have manually set ATT's DNS servers IP addresses. WHile I can see the ATT public DNS servers when I do an (ipconfig /all) I also still see the RAXE500's IP address listed as the first IP in the DNS list of three IP's. I do not see anywhere in the router configuration to stop using the router as a DNS server. That is very odd.
My internet comnnection is comming from a three or four yearold fiber line that ATT put in. Wrecked the whole front of my yard so I rmember it well. Was never used for DSL.
The fiber comes into a device in the garage and then an ethernet cable goes to my ATT Router. From my ATT router I have an ethernet connection to an enterprise firewall. The firewall segments the networks, LAN and Wireless ony allowing printing and a few other services to be allowed between the networks.
I know that is a high level overview of my network, but it is due to security reasons.
I will try to answer everones posts, and try to keep up the information here to help others.
The Pace 5268ac gateway doesn't have what's normally called a "bridge" mode, where the gateway can essentially be turned into a plain modem that just passes everything through to your router. Instead they have this stupid DMZ Plus mode. It's not like putting the router in a traditional DMZ where you lose all of the security. Newer AT&T gateways call it IP Passthrough.
The problem with all of this smoke and mirrors is that these gateways are junk (as you found out, you can't change the DNS server because AT&T doesn't want you to) and cause all sorts of issues. But other than putting the Netgear in AP mode (agreed, not ideal), you have to use DMZ Plus to connect the router to the Pace and have it work correctly.
EXCEPT.....
There's a way, called the Dumb Switch Bypass, where you connect a dumb gigabit switch ($20) to the network and do a few simple steps that allow you to disconnect the Pace and run with just the RAXE500. At that point it's just the ONT (that device in your garage), then the Ethernet cable from the ONT to the dumb switch and then to the Netgear (or in your case, whatever firewall device you have).
That's how I have my RAXE500 set up and it's been incredibly stable because I got the weak link (the AT&T gateway) out of the picture. If you're interested in setting this up I'll point you to the instructions.
Hello newmanme2,
Welcome to the community! I'd like to assist with the issue(s) you maybe experiencing with your RAXE500. May you send me a private message with your email address and serial number.
Thanks,
Christian
How do I send a private message?
Matt...
If you could answer the questions I posted I may be able to give you a way to completely eliminate the AT&T gateway from your connection and just use the RAXE500. That almost always fixes problems like this.
Also, you indicated you have a firewall device. Can you tell us more about that, what model, how it's connected to your network?
