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kimmyec's avatar
kimmyec
Aspirant
Oct 04, 2022

How Do I Escalate My Netgear Router R7000 Case 46391511

I've spoken to the same Support Agent several times over the past few weeks with the hope of remedying the issue of "slow router speed" i.e., the router appears to be converting 900mbps received thro...
kimmyec's avatar
kimmyec
Aspirant
Oct 05, 2022

Thanks for getting back to me! Your help is greatly appreciated!

FURRYe38's avatar
FURRYe38
Guru - Experienced User
Oct 05, 2022

If you want to, you can post your problem and details and we can see if we can help you with your router. 

  • kimmyec's avatar
    kimmyec
    Aspirant
    Oct 05, 2022

    Thanks for suggesting that!

     

    To clarify...are you proposing I create a new post with a  subject line like

    Need Suggestions as to How to Resolve  Reduction in WiFi Speed?

     

    Then explain that the  modem's direct connection was tested on a few devices and is delivering 900mbps, but once the modem is connected to the NightHawk R7000 the delivery speed to those same devices drops by two-thirds. Additionally when the router is connected directly to two PCs that were in the initial tests (android laptops), the speed continued to reflect a two-thirds drop. 

     

    Netgear Support Agents remote accessed the router's administration panel and made a few tweaks to the settings, but those adjustments didn't resolve the issue.  But because it was suspected the equipment was failing,  the initial solution provided by Netgear was to swap out the router. Unfortunately,  the situation continued even after the replacement was connected. 

     

     

    • FURRYe38's avatar
      FURRYe38
      Guru - Experienced User
      Oct 05, 2022

      Or you can continue here. 

      Seeing that you have given some information, lets ask you a couple of questions.

      What Firmware version is currently loaded?
      What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
      Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended. 

       

      What wireless devices do you have connected to the router? 

      How are you testing speeds? Speed test apps on these devices? 

       

      How do you have the Basic and Advanced wireless settings configured? WMM, Beamforming or any MIMO features enabled?

      Is Smart Connect enabled or disabled? 

      What channels are you using? Auto? Try Auto and 48 on 5Ghz. Or 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?

       

      Be aware that most wifi devcies on 5Ghz AC with this router will not see anything near 900Mbps on wifi speed tests. Due to limitations of devices, design and support and what 5Ghz AC can do, Most speeds will top out at any where from 300-600Mpbs, depending on device design and support. Yould should see near 900Mpbs with a ethernet connect PC however. What I got with my R7000:

      https://community.netgear.com/t5/Nighthawk-WiFi-Routers/New-R7000-Firmware-Version-1-0-11-134-Released/m-p/2198986/highlight/true#M211612

       

      • kimmyec's avatar
        kimmyec
        Aspirant
        Oct 06, 2022

        Hi,

        Thanks for the follow-up and the questions. Here are the answers.

         

        • What Firmware version is currently loaded? V1.0.11.136_10.2.120

         

        • What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too? Xfinity is my provider, but I own my own modem which is compatible with their system per the list they provided. It's an ARRIS T25 DOSIS 3.1

         

        • Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended. Yes. CAT6 is the LAN cable connecting the modem and the router.

         

        • What wireless devices do you have connected to the router? There are 20 devices attached. They include 5 smart tvs, 2 laptops, 2 samsung cell phones, MyQ garage opener app, a tv remote control, 2 denon receivers, 2 kindles, 1 ipad, 1 bing doorbell and 1 bing bing doorbell chime, 1 canon printer and 1 hp printer

         

        • How are you testing speeds? Speed test apps on these devices? I'm unable to check the speed on all the devices, but those I have e.g., laptops, cell phones, I've used a couple of different apps like speedtest.net and speedtest xfinity to confirm that the speed results weren't a result of the app being used. I have connected the laptops directly to the modem and then directly to the router. The speed from the modem is 900mbps and drops to 250-300mbps even when directly connected to the router. I've checked the speed for the cell phones using the same apps and typically receive the 250-300mbps results. I say typically, because over 20 tests have been run over several days and the results vary within those parameters.

         

         

        • Is Smart Connect enabled or disabled? Disabled

         

        • What channels are you using? Auto? The router is set on Auto and 153 on %Ghz. I tested the combinations you suggested (i.e., Try Auto and 48 on 5Ghz. Or try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.) and used 2 devices to test speed through speedtest xfinity for a total of 30 tests. Initially Auto/48, 1/48 and 1/157 appeared to be strong, but after several repeated tests on each and a retest on Auto/153, the initial setting won out with a steady performance of 236 and 232mbps.

         

        • Any Wifi Neighbors near by? If so, how many? 7 networks appear to be available. 6 are secured xfinity is unsecured.

        Any additional thoughts?