Feedback for R7000 New firmware 1.0.9.18

DarrenM
Sr. NETGEAR Moderator
Jan 04, 2018
We understand that some customer may be experiencing difficulty remaining connected to the 2.4GHz band of their R7000 router. NETGEAR is aware some customers are experiencing this. We are continuing to investigate this to determine root cause and provide a solution. However, from reviewing the information to date we have some general directions but need your assistance to find the absolute cause. To that end, If you are experiencing this difficulty and are willing to work with NETGEAR to help troubleshoot the connection, we would like to work with you.

What to expect if you choose to work with NETGEAR may require some or all of the following:

NETGEAR will need to load software on you computer (Teamviewer)

The process could potentially than an hour or more

You will need to be in front of your computer for the duration of the testing

You will need to provide personal information such as name, phone number, etc.

Current firmware version

Other firmware versions tested

Hardware version

Detailed problem description

Can the issue be reproduced

Error messages or screenshots

Was the unit replaced

Network diagram/topology

Configuration files

Configuration’s LAN IP, username, and password

List of wireless devices connected to the 2.4GHz band

Description of Environment (e.g. – distances, floors, brick walls, etc.)

How often the disconnects happen

Have you tried connecting devices at a closer range (i.e 6 feet)?

Do all the devices on the band disconnect at the same time

Are you having disconnects on the 5GHz band

What wireless channels have you tried

Netstumbler/inSSIDer (iStumbler, if Mac OS X) screenshot(s) (MUST be included in all escalations): (file name) Screenshots should show all channels)

Packet captures (Wireshark) included: (file name) (should capture when issue happens)

When did issue start to occur? After 6months? After a firmware upgrade? Etc.

Is the device running hot?

Have you tried resetting the unit to factory default?

If you still interesting in working with us please fill out this form

https://app.smartsheet.com/b/form/1ef6d2778684471989adfe2e26eb3860

If you prefer not to troubleshoot with us at the time, we will provide updates to this community conversation as they become available.

Thanks and we look forward to help resolving these difficulties for you and the entire NETGEAR community
- Diggie3
  Luminary
  Jan 04, 2018
  brianhelman What you wrote is fairly accurate.
  
  Aside from this issue that's forcing me to run older, less secure firmware, I have been trying to reach out to the moderators for days now asking if I can post a guide to help users replace the weak VPN certs on the router. I just get silence. Sure, they will respond to the half of my message about the wifi drop, the rest is ignored.
  
  Meanwhile the marketing folk are off posting stuff about speed, stability, security! It is a house of cards at this point.
  
  I swore off DLink for life after they went through broken firmware after broken firmware, blocked downgrades, and had major ongoing security issues.
  
  Netgear is in a market with so many new, highly rated competitors, and they won't even return communication with people who are trying to help them and their customers. It's infuriating.

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Feedback for R7000 New firmware 1.0.9.18