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Forum Discussion
C7000 AC1900 modem/router keeps dropping connection.
I just got this modem/router a few days ago, and usually it will drop service entirely and I will have to reboot the nighthawk and it will restore. It has the newwest firmware on it so im not sure w...
I have noticed if you keep the modem cool but it seems to stay up a lot longer.
I'm having the same symptoms with a two week old C7000-100NAS on Comcast with Firmware V1.01.20: connection works great when it's up, but the router "goes mute" once or twice per day. It appears to still be connected to the upstream cable, but 2.4GHz WiFi, 5GHz WiFi, and Wired Ethernet all go dead until the router is power cycled: no DHCP, no traffic, no response to pings.
The Event Logs show nothing different than the standard reboot. The front panel LED's indicate that everything is still working fine. Disabling and reenabling the WiFi with the front panel button does not recover. Disconnecting the upstream coax cable after the router is affected does not help. Heat may be a factor, but there is no direct correlation with air temperature or ventilation.
Netgear customer support have been quick to respond, but have not offered anything useful beyond suggesting a hard reset. In the last exchange, they have sent me a link about changing the MTU size and request that I verify that it's plugged in directly and not through surge protector. Despite several messages, I don't think I've managed to convey to the problem to them, and we're just stuck on a bad script.
Has anyone found a solution to this? Has anyone fixed the problem with an RMA? I'm worried at this point that the issue is either with the design of the unit or with Comcast's firmware, and thus will remain post-exchange. I'd love to hear if anyone else has had success with an exchanged unit. I'm regretting buying a combined modem/router at this point. I feel bad about returning it to the Amazon seller without packaging (thrown away after initial install appeared to work) but might be able to still do so.
I'm having the same issue with my router. It was working fine for several months, now I'm having to power cycle it every 24 hours thereabouts. I lose Wifi, cable and ethernet when it does go south.
I'm running the latest firmware 1.01.20.
I think I have the problem mostly "solved", but it may not be a solution that will help others. I think my underlying issue was an upstream cable network problem with an amplifier on a nearby pole. After many service calls to the house, Comcast finally replaced that, and the C7000 has been working reliably since.
Before it was fixed, I tried a different modem (Arris SB6190) and had approximately the same symptoms for connectivity. The difference was the that SB6190 kept the web interface up and the local LAN working while the cable connection to the internet was misbehaving, so I could see what was happening.
I think the problem with the C7000 is primarily that it deals poorly with a low quality cable connection, and drops all local LAN packets while the cable connection is being "reset". The modem stays mute until the cable connection recovers, and even then may not come back to life.
This is bad design, and should be fixed. A router shouldn't drop the LAN when it has no upstream. But it might explain why many people aren't having issues. If you have a high quality cable connection, such that the connection is never dropped, the modem never gets into a state where it ignores the LAN packets.
dmerino: Are you getting "Uncorrectables" shown under Basic/Cable Connection, or seeing messages in the Advance/Administration/Event Log file? My impression at this point is that if you are seeing anything there about timeouts, or getting any significant number of uncorrectable packets, that you may have some other problem that is causing the Netgear router to misbehave.