R6400 Internet Connectivity Dropping but Internet Light Remains White

Hello everyone,

I bought a R6400 router about 4 months ago and have been pleased with the results overall - until a couple days ago. Our internet has recently begun having intermittent connectivity issues, where "buffered" applications like YouTube, Netflix, or Spotify work fairly well, but anything that requires a constant live connection (Xbox gaming, PC gaming, or even basic Internet browsing) is severely hampered with disconnects happening extremely frequently (sometimes not allowing more than a couple seconds of play before once again losing connection.

We are in an apartment complex and our internet is supplied through a third party source (AccessMedia3) along with our TV service. As a result, our "modem" I believe is built into the wall/building infrastructure, so I do not have access to it. However, I spoke to the support people at this company today and was able to have them remotely reset our connection. In any case, I do not believe this is the issue, as plugging my computer directly into the wall causes my internet to work perfectly without the problems seen connecting through the router.

Our current setup has our router connected to our in-wall modem, with an Xbox One and Phillips Hue device wired via ethernet. The rest of our devices are typically connected via wifi, but we have had no issues with it in the past.

We have the most up-to-date firmware, and attached is a screenshot of what the advanced page of the Netgear Genie looks like. We recently factory reset the router, causing it to work for a very brief period, so all of the settings should be factory default. One thing I've noticed - every time we factory reset it, I believe the IP address it is given goes up by one (it started as 10.1.79.11 a while ago, not sure if this is important). I have also been pinging a number of different IP addresses and websites, such as 4.2.2.2, 8.8.8.8, and Google and Youtube. These consistently return ~20-50% packet loss after 50 pings. However, pinging the router itself from a computer (192.168.1.1) gives zero packet loss, so I don't think the connection between the computer and router itself is faulty. We have power cycled the router numerous times, as well as factory resetting it as I previously mentioned, and all of the lights that should be on and white are on. I tried traceroute to Google (not sure if this is helpful) but here were the results of that:

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traceroute to www.google.com (216.58.193.4), 64 hops max, 72 byte packets

 1  192.168.1.1 (192.168.1.1)  1.096 ms  0.654 ms  0.622 ms

 2  10.1.79.1 (10.1.79.1)  1.854 ms  1.381 ms  3.729 ms

 3  i253.cc7221231.sbw.us (72.21.231.253)  13.892 ms  19.777 ms  11.933 ms

 4  vl953.mplsmncdcss2.nextera.net (72.21.241.157)  13.312 ms *  16.747 ms

 5  xe-10-2-0.bar1.minneapolis2.level3.net (4.15.188.73)  10.450 ms * *

 6  * * *

 7  72.14.203.208 (72.14.203.208)  26.144 ms  28.734 ms  28.927 ms

 8  * * *

 9  209.85.249.96 (209.85.249.96)  52.037 ms  29.138 ms  43.292 ms

10  108.170.243.233 (108.170.243.233)  25.942 ms  22.479 ms  23.578 ms

11  216.239.57.77 (216.239.57.77)  22.967 ms  25.549 ms  22.024 ms

12  209.85.249.19 (209.85.249.19)  50.776 ms  49.578 ms  50.419 ms

13  209.85.250.46 (209.85.250.46)  50.521 ms  52.463 ms  58.575 ms

14  108.177.3.190 (108.177.3.190)  77.381 ms  73.673 ms  76.347 ms

15  64.233.174.137 (64.233.174.137)  69.708 ms  68.789 ms  69.979 ms

16  qro02s11-in-f4.1e100.net (216.58.193.4)  69.650 ms  68.171 ms  71.366 ms

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I'm not super network savvy, but I have been doing a lot of research since this issue game up and have at least a decent handle on most of the terminology. Any help would be greatly appreciated - I just don't know where to turn for help and I REALLY don't want to pay $50 for a 30 min Netgear phone call -_-

Thanks again and hope this helps other people as well if they have similar issues!