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EchoesofOld's avatar
EchoesofOld
Follower
Aug 23, 2021

C6220 connected but no internet

At about 12 noon today, my internet went down because of a network outage. About four hours later, xfinity reported that the outage had been fixed, and all was well. Except it's now 1am as of writing this and I still can't connect to the internet (Thank god for mobile hotspots). I've tried to contact Netgear support, and their response was "Oh we'll send you an email with a couple links to try," and ended the call. After an hour of being on hold.

 

So as any resonable person can imagine, I'm not exactly happy right now. Because those "two things to try" were to factory reset the thing, and set up the one-touch wifi connection. All well and good, but doesn't explain why the desktop that's hard-wired into the box still can't connect to the internet. ISP confirms they can see the box on their end, and if I set it to Modem Only mode, I can access the internet. So clearly, there's something wrong with the router function of the box. Having paid $100 for a box that's SUPPOSED to be a modem, router, and wifi all in one, I'm peeved that I'm only getting about $33 bucks of service on this thing. So, for grins and giggles while I fight netgear for the hardware warranty claim, I'm asking you guys (Since they can't be bothered to provide actual tech support for their paying customers), does anyone know what I might be able to do to diagnose/fix this problem?

And failing that, does anyone have recommendations for a non-netgear box with similiar specs? Because rest assured this is the first and last peice of netgear equipment I'll ever buy if $100 gets me 4 months of use, an hour on hold, and pushback every step of the way trying to fix this.

1 Reply

  • plemans's avatar
    plemans
    Guru
    Aug 23, 2021

    A couple things I'd try. (but there's not many on combo devices)

    1. I know you tried a factory reset. Try it 1 more time but disconnect the coax from the modem. Disconnect everything (but power) from it. Push and hold reset for 7-15 seconds while its powered on. then reinstall it. 

    2. Do you have a screen snip of the cable connections page and the event logs? That helps us check the connection to the ISP.  They're first line will always be either "we fixed it" or "our line is fine"  

    3. If you do end up having to buy a device, I'd avoid the modem/router combo devices. The combo devices have much less capabiilty to modify/fix them.  You're kind of stuck if there is an issue as there isn't the same tools for fixing them. (and not just for netgear) Versus a standard router, you can reflash with firmware if somethings corrupt or even force different firmware to them. Combo devices don't have that option. worst case, use the c6220 as a modem and just get a router.