Device: AC1200 WiFi Cable Modem Router

Model: C6220

Firmware: 1.02.11

I bought this device on August 29, 2020 from Best Buy. The device was working fine until two nights ago. The WiFi suddenly stopped broadcasting. It was only the WiFi that was the issue, and I was able to access the internet via a wired connection (ethernet). I tried all the common solutions such as: Turning it off and back on again, unplugging it and plugging it back in, hitting the reset button, holding the reset button for 15 seconds to factory reset, holding the reset button for 30 seconds then turning it off while holding the reset button and turning it back on while continuing the hold the reset button for another 30 seconds. Nothing seemed to work. The button to turn the WiFi radios on/off does not come on automatically everytime I reset the device, but when I push it lights up green but the WiFi radios still do not come back on.

I have tried to access the router by going to 192.168.0.1 in my browser. However, when I do this, it automatically triggers the device to turn off and back on again. If I am patient it eventually stops (after 2-3 cycles) and I can click around on the browser interface for a few minutes before it triggers the reset again. When I click to wireless settings, I see "No Files Found!" surrounded by asteriks, so there is no way I can access the settings from the browser (I have also tried accessing the browser interface using different browsers, and the same problem occurs).

I thought it may be a firmware issue so I contacted my ISP (Xfinity) to ask if there was an update coming soon, but they said everything was up to date and that it was a problem I would need to discuss with NETGEAR.

I figured it must be a hardware issue so I called NETGEAR and they denied this, saying it was a software problem based on my description, and they would make me pay the subsciption fee to have it fixed as it has been past my 90 days since I purchased it. They said the device may need to be "reconfigured" though I don't know why factory reset didn't even work if that is the case.

I found another community post (https://community.netgear.com/t5/Cable-Modems-Routers/C6220-WIfi-files-missing/m-p/1779408) who had the same exact issue as I did, but there was never a solution found...

I have read through the entire user manual quite a few times and there is not any advice on troubleshooting this specific problem. I appreciate any advice or tips, specifically on "reconfiguration" of the device. NETGEAR said they would send a step by step process on fixing it since I did not want to pay for the phone subscription, but the article they sent just had general troubleshooting tips which I had already performed multiple times. Has anyone else had a similar issue with the C6220 and knows how to fix it?

Forum Discussion

AC1200 WiFi Cable Modem Router(C6220) WiFi Files missing