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Forum Discussion
Possible Wrong Firmware Pushed by Xfinity?
I own a Netgear Nighthawk C7800 modem/router. I've had wifi connectivity issues for several days now with actual internet drops intermittently anywhere from an hour apart to a few every couple of min...
Is the modem working?
Possible the KB page isn't updated to reflect new FW. Though I would contact NG support and see what is most current for the C7800 and see if the KB is out of date or the ISP sent incorrect FW. You can PM the tagged moderators to help on this...
Thank you! I assumed the FW list was accurate as the last update time on the article was May 13, 2021. I also tried contacting support but the CSR I was connected to was using his speaker phone in a large room with what sounded like a bunch of other CSRs also all on speaker phone. There's also a 505 error when trying to open the support page on the Netgear site (I feel as if the entire worls is working against me on this one today).
Also, the router is working, however, I have constant internet connection drops while still being connected to wifi. An Xfinity tech was out here on Saturday and we replaced all the coax runs, added new terminals, added a new filter etc. From what I can tell all the upstream/downstream channels appear fine and I was getting decent bandwidth in all the speed tests. The core issue is devices dropping internet connection but manitaining wifi connection. Even after a full factory reset on the device I have the same issues. I even went as far as renaming both the wireless networks and changed passwords in case I had some rogue device conntecting but even but I still recognized everything in the hardware table list.
Any suggestions as to what I can do or try to contact for an accurate answer as to what the most current FW is for the C7800/
What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?I have manually set the 2.4ghz channel to 6, which is uncongested in my area, channel 9 was default which was also not being used. Also, there are other signals being broadcast but very little overlap if any on the channel spectrum. I also tried turning off each SSID channel indepedently to see if the connections lasted any longer than the other but the same results whether they were enabled/disabled together or separately.
I have confirmed with Netgear phone support that the KB article is accruate for the FW version listed for the C7800 and that the current FW listed as installed on mine (V6.01.07) was the previous FW version for the CM1100 modem (which coincidentally is also a DOCSIS 3.1 GB supported modem). The CM1100 modem had FW V6.01.07 and is now being updated to V7.01.01 by Xfinity.
Question, do you know if using the reset pin on the back of the router is the same as performing a factory reset from the management page of the router? Just grasping at straws here as to how I might get back to an out-of-the-box state before any FW update was applied.