Netgear C7800 Nighthawk AC3200 WiFi Cable Modem Router intermittent Outlook issue....Me Too!

I am using Shentel as my ISP and recently upgraded to the C7800 modem. Ever since doing this I am having connectivity issues with Microsoft Exchange server. I have tried all recommendations from Microsoft including upgrading to Office 2019 and still have the same issue. When first opening Outlook everything works fine for about 5 minuted then send/receive freezes. If I close ouot Outlook and reopen it works fine for 5 more minutes. I found a couple of other treads on here with the same issue just different ISP's. One says they got a firmware update from the developer that solved the problem and I am hoping someone can help me obtain this firmware update.

When searching for fiemware on Netgear's website for the C7800 it says the firmware must come from the ISP but my ISP says they do not have any access to a firmware update for the Netgear C7800. I am just frustrated at this point and looking for some dirrection. Everything about this router have been great except this one small issue with exchange conectivity. My old surfboard modem did not have this issue and if I connect my laptop to any other network I do not have this issue, only when connected to the internet through the C7800.

Here is the text from another poster on here that may describe the issue better than I have:

I am having a problem with my Outlook email "freezing" or "hanging" due to this new modem/router combo I just purchased. The problem didn't exist with my prior modem/router...and whenever I take my laptop anywhere else and connect to any other WiFi...there is no problem...so I *KNOW* the issue is being caused by the router. There was an existing topic on this exact issue I'm having...but it was closed due to inactivity. Here is the original topic:

https://community.netgear.com/t5/Cable-Modems-Routers/Netgear-C7800-Nighthawk-AC3200-WiFi-Cable-Mode...

Here are the details of the issue from the original poster:

I have a Netgear C7800 Nighthawk AC3200 WiFi Cable Modem Router. My ISP is Comcast with a 1 gigabit service and Outlook is used for email on a laptop. My Outlook client connects to an exchange server.

Once Outlook is started, it will send and receive for 5 minutes and then it hangs / freezes. It won’t send or receive email for 30 minutes (any emails I send sit in the Outbox). After that 30 minute delay is over, Outlook can send and receive emails for another 5 minutes followed by another 30 minute delay or pause in sending or receiving from the exchange server.

If I put the laptop to sleep or close Outlook and reopen Outlook, it will send/receive immediately. But the 5 minute/30 minute cycle starts over again. I’ve tried to force a send/receive by pressing send/receive, but that doesn’t make a difference with Exchange since everything should be instant. Essentially the only remedy is to close Outlook and restart.

I’ve reinstalled Outlook 3 times and have also made 6 calls to Comcast. The issue was escalated to Comcast’s security folks as well as Comcast’s senior tech folks. They all assure me that my Comcast gigabit service is not the issue and after hearing everything I’ve tried (below) they feel it must be something with the Nighthawk.

To eliminate my home wiring, I’ve tested my laptop connection using both a WiFi connection and a hard wired connection.

Prior to this C7800...I had a different Netgear router with a TP-Link modem and the issue didn't exist. Comcast has been my ISP for 15 years. The only change I made was to the C7800 to get the faster internet speed...and now I have this Outlook problem. Everything else works great and is fast! This is ONLY an Outlook issue related to the C7800. I can only assume there's some setting in the C7800 that needs to be changed to remedy the situation with Outlook that causes it to not be able to communicate with the Microsoft Exchange server after 5 minutes.

PLEASE HELP! I would really rather not return this C7800 because of this one issue with Outlook...but it is driving me crazy!

The original poster said this:

"The issue went to the developer. They provided a firmware fix which solved the problem. But I'm waiting for a hardware fix because the firmware fix is using the CPU to resolve what the hardware should be doing."

Can I get this firmware fix?

6 Replies

FURRYe38
Guru - Experienced User
Jun 15, 2020
Are you using ISP DNS or custom DNS on the C7800?
Try setting a custom DNS on the C7800 to 1.1.1.1 and 9.9.9.9, save and apply and reboot the modem and ALL of your devices and PCs.
Be sure your PC is set for automatic IP addressing and DNS addressing.
- bohurt
  Aspirant
  Jun 15, 2020
  I was using the ISP assigned DNS but tried entering these manually and get the same results. I am sure whatever is going on is specific to this Netgear modem since it worked fine with my ISP on my old surfboard modem and my email connects perfectly fine when I put my computer on any other network with a different modem. Thanks for trying...
  - FURRYe38
    Guru - Experienced User
    Jun 15, 2020
    Something to contact the ISP about and see if they have any known problems with this modem and users reporting outlook email problems. If not, make contact with NG support.
bohurt
Aspirant
Jun 16, 2020
If anyone else is having this issue here is the resolution from NG support and it worked perfectly. Thanks for everyone's help.

A. ROUTER LOGIN. Access the web page of the router.

1.) Launch a web browser from a computer or mobile device that is connected to your router's network.
2.) Type routerlogin.net or 192.168.0.1
3.) A login window opens.

Username: admin (lowercase)
Password: (your created Nighthawk App password)

The BASIC Home screen page displays.

B. Configure DNS.

1.) Go to ADVANCED > Setup > Internet Setup.
2.) Find the Domain Name Server (DNS) Address
3.) Select Use These DNS Servers and enter:

a. Primary DNS: 8.8.8.8
b. Secondary DNS addresses: 8.8.4.4

Click Apply. Your settings are saved.

C. Change Channel. Go to BASIC > Wireless. Change the channel under 2.4GHz to channel 6 and 5Ghz to 149. Hit Apply.

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Netgear C7800 Nighthawk AC3200 WiFi Cable Modem Router intermittent Outlook issue....Me Too!