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Forum Discussion
Nighthawk AC1900 R7000 router drops internet connection
Greetings, I am experiencing repeated issues with lost internet connection on my home network. I have fiber optic service thru Metronet and use their Nokia modem with a new R7000 router which I s...
Hello,
First, thanks for taking your time to offer your thoughts and suggestions. Let me try to respond to your comments:
Firmware / I updated the firmware to v.130 during install of this brand new device a few days ago
Anti-virus / Use Norton 360 Deluxe
Connected devices / 4 Apple devices running current iOS, HP PC Wifi network adapter is current, will check out firmware on 3 Samsung TV's
Routing parameters set to ISP standards / not sure what this means
QoS and Auto update / disabled
Logging / I don't know what that is and how to disable
UPnP / currently active - If I disable, will I lose connections with my devices that are currently connected to my home network via a password? If I disable UPnP, does this help prevent bad actors from accessing our network?
WiFi power setting / searched Netgear GUI and can't seem to find this setting
My home is 3 stories with about 2,800 sq ft. When I switched to fiber optic service (200 Mbps down/up) 15 months ago, I opted to use my existing D7000 modem/router combo with the ISP provided Nokia modem. ISP installation tech suggested this because ISP provided router (Eero) would not provide the coverage strength I was getting with D7000. Our service needs include streaming, email and general web surfing. Within a few months, started to experience repeated buffering issues with streaming, most particularly on YouTubeTV. Eventually realized that my old D7000 was likely not up to the task.
Chose R7000 because of prior experience with Netgear and expected it would provide similar strong signal as the D7000. Understood that it was not latest WiFi 6 technology. Install of R7000 Unit One purchased at Best Buy (only electronic retailer in my area) was bumpy and required multiple interactions with NG support. Once install was complete, service was stable for a few days. Speedtests showed 5G band at 200Mbps in most locations of my home with 100Mbps on the 2.4G band. Then, started to have issues with dropped connections to internet. NG tech support kept telling me to perform power cylce which always worked but system was not stable. Because Best Buy return policy was almost up, I decided that this unit might be defective so I returned unit One and bought another R7000, Unit Two.
Installation of R7000 Unit Two went much smoother and system was stable for a couple of days before I started to experience dropped internet connections. In each instance, power cycle of R7000 would restore internet connection. Checked with ISP tech support and they couldn't find any service issues. Yesterday, ISP tech support did a "rip and rebuild" on my service which they said should bring my service to best possible. Two hours later I lost internet connection again. I called ISP and they will have technician come to my house on 2/7 and install their no charge Eero router (single base model). They will perform trace route and check modem This should help isolate the problem.
I remain curious about one aspect of this problem. When I lose internet connection, devices such as a TV which are connected and successfully playing a streaming signal such as YouTubeTV remain active and connected. We only realize that our internet connection is down when we try to connect a "new" device such as an iPhone, iPad or PC to the network / internet. When we try, we find that the currently un-connected device shows a connection to our home WiFi network but we receive a message that the device is unable to connect to the internet. No one at NG or our ISP can explain how a connected device remains connected while a "new" device is unable to connect to the internet.
Thanks again for your helpful comments!
I have the same or simular Problem. The R7000 drops in this case only 5G Wifi. I have Smart Connect disabled since it was in the GUI. So I have 2 SSID, one 2,4G another for 5G. So when 5G Wifi drops Internet connection, all connected devices are still connected, but have no internet connection, and when a new device will connect, it is not possible. When tis happens sometimes the internet connectin is very slow an unstable. When i change to 2.4G Wifi then there is the full speed available bake to 5G sometimes it is possible but the internet connection is again not ok. So in the past I reboot the R7000. Now I only press the wifi button on the router 2sec., wifi is off, again buttom 2sec. and wifi is up and on 5G everthing is ok, the Internet connection is without any issues. And now I also can reproduce the wifi drops. There is only one device in my set which causing these drops. iPad mini 1. Gen. When device runs on 5G on the R7000 and then I send the device to flight mode the R7000 5G wifi drops! This is crazy. Now I configured the device to only connect to the 2.4G wifi. No I have no problem. I am on 1.0.11.134. The GUI is also very tricky. I only can change the settings when connected by wire, changes when connected to the router over wifi in the GUI are possible, but after that I have strange errors, likevslow HDD connected to the USB and more other issues and the R7000 gets unstable. I can then load the last „good“ backup (but only wired connected to R7000 with the laptop) over the GUI and everything works stable again. After that I can changes the setting directly in the GUI and then it works, so i can save this to backup for future problems. This is my experiance with the R7000 in the last 2 years. And .42 was really the last perfect and stable version. Sorry netgear, this is not o good support. I told everthing to netgear, and thyvsaid to me, your router is too old and we do not make new firmware. But they make new firmware, security updates. Why? The router firmware is unstable. But for me I want to buy a new Netgear, stupid, but there are not so much good router on the market now. I testesd Fritzbox. Many problems. I want now buy RAX 120, but read so many articles here in community, that this firmware is unstable too, lots of reboots, every 2 hours or something like that. Soooo Netgear! Do your job. No the only possibility is to buy a Linksys MR9600. This is a good set of router. Hope somebody can check if you can reproduce my experiance with the router and give me a reply on that.
Hi @Bl1985,
We are sorry for not being able to get back to you immediately. Our support team is looking into this issue and would like to work with you.
I would like to endorse you to NETGEAR Level 2 support team for a callback. Please provide the following information:
Name:
Email:
Phone:
Preferred schedule (at least 2 days ahead)
Timezone:
Device S/N:
Alternatively, if you wish to be contacted via email only then kindly include your preferred email address.
I am looking forward to your response.
Regards,
Oliver
Community Team
- No, thank you! I don’t need the support! I had too much troubles in the past with this netgear support! I bought now a new router (synology RT6600ax), and now everything works for me without any problems! I will never buy a netgear device again, in my lifetime! Never!
Hi Bl1985,
We are really sorry again for the inconvenience this has caused you. Rest assured that your feedback will help us improve our product and services in the future. We hope we can still regain your trust.
Regards,
Oliver
Community Team
